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Anywhere Troubleshooting

Error messages will be displayed if the application encounters any problems. The error message can be used to determine what the problem is.

Login Errors​

When login is not successful, the application will display error messages to inform the user of the cause of the problem. The following is a list of login problems which will cause an error message to be displayed:

  • Invalid username or password
  • Password has expired
  • Missing username or password
  • Missing SIP address
  • Unable to contact connector service
  • Unable to connect to messaging server
  • Encountered a server error
  • Received invalid data from the server
  • An unrecognized error

Connection Errors​

A connection problem will occur when the application is disconnected from the server, the session has expired, or has an associated error. When this happens, the application will attempt to reconnect several times (with increasing delays). If reconnection is successful, the application will continue to operate as usual. If reconnection is unsuccessful, an error will be displayed, which will prompt the user to login again.

When reconnection can be established without re-login, the presence of the user will not change and they will appear online all the time. Messages will be retrieved when the user reconnects. However, if the reconnection fails and the user is required to re-login, they will appear offline and messages sent or received during that time will be lost without any explicit notification to the sender of the message.

Other Errors​

A Service fails to start​

Check the logs. If there is no logging directory, ensure the service account has write access to the install directory. Ensure the service account has full rights on the database.

Check that your load balancer or proxy is forwarding requests correctly (to the correct ports, etc.). Ensure that the certificates are bound correctly on the Connector service hosts.

The Connector Service fails to start with a 407 Proxy Authentication Required error​

This typically happens when the environment is configured to run with a web proxy. The connector service must be configured to use the web proxy. Add the following config to the root element of the Connector Service's configuration file (MindLink.Core.Host.exe):

login

Connector service fails to start with the following error​

Microsoft.Rtc.Internal.Sip.TLSException: CertificateInfoNative::AcquireCredentialsHandle() failed; HRESULT=-2146893043

Most often, it means that the process does not have permission to access the certificate you are using to authenticate for transport layer security (TLS). This can be resolved by giving the service account read access to the correct certificate key file located at 'C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys'.

On logging in, the loading screen hangs​

It is likely that the Connector service is failing as it tries to log you in.

Look at the Connector service logs to diagnose the problem. Check that the configured underlying chat system server and ports are correct.

An 'Unspecified Error' occurs during login​

Use Firebug in Firefox (or a similar diagnostic tool) to confirm that the login AJAX request is successful - i.e. that the response is not a 401 or other HTTP code.

If the response is returning with error code 404, the Connector service is probably not running. Ensure that it is.

If it is returning with another error code, ensure that the certificate is bound correctly on the Connector service machines (use httpcfg or netsh), and that it is configured properly in the Connector service config files. Observe the Connector service logs to confirm that the request is reaching the Connector Service properly.

If it is not returning an error code, it is likely that an error is occurring on the Connector service. Check the Connector service logs to diagnose the fault. If connecting to Microsoft Group Chat Console, SSO is set to true and the error is 'Tls failure exception', make sure that in the Connector settings in the Administration Console server port is set to 5061 and transport type to 'Tls'.

This error also occurs when the type of connector (gcc or ma) is changed and the MindLink Anywhere services are not restarted. Ensure that ALL MindLink Anywhere services are restarted (only restarting the Connector Service will not do) when the connector type is changed.

An 'Unable to contact Messaging Server' error occurs during login​

Confirm that the Connector Service is configured to talk to the underlying chat system correctly - check the sever name, port, transport type and sip address.

An 'Unable to contact Connector Service' error code occurs during login​

It is likely that the Connector service is not running, or a firewall is blocking requests. Use Firebug in Firefox (or similar diagnostic tool) to ascertain what the HTTP response code of the login AJAX request is.

If the error is 404, the Connector service is probably not running, or it is listening on the wrong port or path. If the error is 401 or 500, the certificate may not be installed correctly. Ensure that it is installed on the Connector service machines, that the Connector service machine has the certificate bound to the appropriate port (use httpcfg query ssl), and that the Connector service is configured to use the certificate and HTTPS in its config files.

Observe the Connector service logs to confirm that the request is reaching the Connector service properly.

JavaScript errors are encountered​

Enable debug mode by changing the client.debug setting to true in the Administration Console. Use Firebug in Firefox (or similar diagnostic tool) to examine the logs. Report logs to Formicary.