Troubleshooting Topics

Troubleshooting Topics

When configuring the directory service, no domains are displayed in the selection dialog.

• The "Computer Browser" service may need to be enabled and operational on the server. On Windows 2008 servers, it is often the case that the service is disabled. If the computer browser service does not start, check the following settings:
• Ensure that File and Printer Sharing is enabled on the Windows Firewall
• Ensure no security software blocks any of the following ports: TCP 139, 445 and UDP 137, 138
• Ensure the service dependencies (Server and Workstation services) are running.
• Ensure the Computer Browser service is set for automatic startup, and start it if it is not running.
  Once the computer browser service is started, retry the configuration operation.

Some of my workstations are unable to communicate with the server, while others work fine.

This may depend on the server configuration.

• Ensure the appropriate ports are enabled on the server (Defaults: SSO 15000, 15001 -- Prox: 30000, 30001 – Remote Auth: 20000, 20001 – HCIDeploy: 26000, Audit: 25000)
• If the default ports have been changed on the server, ensure the clients have been updated to use the same port(s) for the correct service(s)
• Ensure the client version is supported by the server (See Target System Requirements)
• If port the Legacy Port (15000, 30000, 20000) has been disabled, ensure the XA client workstation has been updated with the appropriate registry settings for the INDY or UNI protocol.
• If you are using hardware load balancing, ensure the correct ports are forwarded to the servers for all configured services (XA, Prox, Audit, HCIDeploy, Remote Authentication).
• Ensure that all servers in the NLB cluster are operational and no errors appear in the event logs for XA components.
• For issues with other server services (Prox, Audit, HCIDeploy, Remote Authentication) - similar settings should be checked to ensure the server is fully operational on each server in the cluster.

The ProxCard server starts, but then stops automatically.

During a startup operation, the ProxCard server attempts to verify all configured database connections. If one or more database connections cannot be completed during a limited time, the ProxCard server is unable to verify proper configuration. The service stops to indicate that there is a possible configuration problem.

• Verify the database connection details for each configured database.
• Verify all database servers are operational and can be reached from the server (name resolution, and security).
• Verify the server meets the minimum hardware specifications - excess stress on the server CPUs may cause a delay in database connection. (See Target System Requirements)
• Verify that the service dependencies have been met (if the SQL server is located on the same server as XA, ensure the ProxCard service depends on the SQL service).
• Verify the server has been properly Activated.

The HCIDeploy server starts, but then stops automatically.

During a startup operation, the HCIDeploy server attempts to verify all configured database connections. If one or more database connections cannot be completed during a limited time, the HCIDeploy server is unable to verify proper configuration. The service stops to indicate that there is a possible configuration problem.

• Verify the database connection details for each configured database.
• Verify all database servers are operational and can be reached from the server (name resolution, and security).
• Verify the server meets the minimum hardware specifications - excess stress on the server CPUs may cause a delay in database connection. (See Target System Requirements)
• Verify that the service dependencies have been met (if the SQL server is located on the same server as XA, ensure the HCIDeploy service depends on the SQL service).
• Verify the service is licensed for startup. If you have installed the Passthrough only server, this service may not be licensed. The configuration tool will indicate the license status. If the tool does not allow for configuration, it may be unlicensed.

What debug logging is available and How do I enable it?

Each of the server services supports debug logging. To enable debug logging, follow the steps below for each service.

• Using Windows Explorer, navigate to the following location: c:\program files\healthcast\ExactAccess\
• Open one of the following files:
  • For ExactAccess (SSO) - open ExactAccessServer.exe.ini
  • For auditServer - open HealthCastauditSERVER.exe.ini
  • For ProxCard Server - open hchidserver.exe.ini
  • For HCIDeploy Server - open (or create) hcideploy.exe.ini
  • for Remote Auth server - open hcremotesessiondirectory.exe.ini
• With one of the INI files opened, modify the settings under the [debug] section
  • set information to 1 to enable informational debug messages, set information to 0 to disable informational messages
  • set methodEntryExit to 1 to enable method stack trace messages, set information to 0 to disable method stack trace messages
• Debug logs will then be generated - no service restart is required. The location of these debug files is detailed in each of the corresponding XML files -- ExactAccessServer.exe.XML, HealthCastauditSERVER.exe.XML, hchidserver.exe.XML, hcremotesessiondirectory.exe.XML, and hcideploy.exe.XML