---
title: "XA Server Troubleshooting Checklist"
slug: "xa-server-troubleshooting-checklist"
description: "When troubleshooting any issue in ExactAccess Server, use this checklist to ensure all details have been addressed."
updated: 2022-06-06T15:01:15Z
published: 2022-06-06T15:01:15Z
canonical: "healthcare.rapididentity.com/xa-server-troubleshooting-checklist"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://healthcare.rapididentity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# XA Server Troubleshooting Checklist

## XA Server Troubleshooting Checklist

## Collect Configuration Information

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | hciSysInfo Export | 1. Right-click the XA icon in the system tray and select HCI System Info ***OR*** 2. Run **hciSysInfo.exe**, which is located in the eXactACCESS program files directory 1. hciSysInfo will generate a .zip file on the local workstation in the following directory: **C:\ProgramData\HealthCast\logs** |
| **____** | XA Client Information | **(included in hciSysInfo.########.#########.xainfo.txt file)** Server Version: |
| **____** | System Information | **(included in hciSysInfo.########.#########.sysInfo.txt file)** Operating System: |
| **____** | Supported version? | Is the customer running the latest server version? If not, why not? |

## Collect Problem Information

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | Definition | Is the problem definition clear (do you understand the problem)? |
| **____** | Start Date/Time | When did the problem start occurring? Have there been any recent changes to the environment that might be related? |
| **____** | Scope | Does the issue affect all users and all systems, or only certain users and/or certain systems? |
| **____** | Reproducibility | Can the problem be reproduced easily, or is it intermittent in nature? |
| **____** | Steps to reproduce the problem | 1. 2. 3. |
| **____** | Windows Event Logs | Windows event log errors or warnings associated with the issue. |
| **____** | Crash Dumps | Crash dumps associated with issues if any. |
| **____** | Video | If possible, include a video of the issue (do not record or store patient data). |

## Problem Verification

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | Salesforce case search | Verify the problem has not been seen in previous Salesforce cases. |
| **____** | Salesforce customer cases | Verify the problem is not related to current or recent customer-specific cases. |
| **____** | JIRA tickets | Verify the problem has not already been reported in JIRA. |
| **____** | XA Client Release Notes | Verify the problem has not already been addressed by newer XA client updates (fixes or known issues). |
| **____** | System Requirements | Verify server meets minimum system requirements. |
| **____** | Supported Version? | Verify the customer is running a supported version of the XA Server. |
| **____** | AV Exclusions | Verify AV exclusions have been applied (see [https://hc-admin.idauto.net/en/anti-virus-directory-and-port-exclusion-recommendations.html](https://hc-admin.idauto.net/en/anti-virus-directory-and-port-exclusion-recommendations.html)). |