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Note: We update the Troubleshooting Tips section constantly. Please refer to the troubleshooting tips section in our website for updated details. |
Cause: During the previous run, if you had terminated the server abruptly or there was an unclean shutdown, some of the server processes would not have been terminated and the MySQL server instance would continue to run in the system.
Solution: Forcefully terminate the MySQL Server instance (mysqld-nt.exe in Windows, mysqld in Linux).
Cause:This
usually happens when you try to uninstall the product immediately after
shutting down the DeviceExpert server.
Solution: Ensure that you uninstall the product only after the MySQL Server instance (mysqld-nt.exe process in Windows Task Manager) has been terminated completely after the server shutdown.
Cause & Solution: In Internet Explorer, if you have tried to connect client using http://<host>:6060, this issue will arise. Since the DeviceExpert server and the Web Interface communicate through https, make sure that you connect to https://<host>:6060 (secure http).
Cause |
Solution |
Incomplete server start-up |
Ensure that the server has successfully started. This can be verified by the presence of the message "Server started in :: [xyz ms]" in the console. Connect to the web client after seeing this message. |
Wrong URL |
DeviceExpert server and the Web Interface
communicate through https. So ensure the URL contains HTTPS. |
Do you see any "FAILED" message in the Server Console. |
Check the log files available under <DeviceExpert_Home>/logs directory. If you find any exceptions, please send the log files to support@deviceexpert.com |
Cause:
TFTP port required by DeviceExpert is not free. Some application running
in your machine might be using that.
Solution: Free the port and then start DeviceExpert.
In case, you are running ManageEngine OpManager
or ManageEngine WiFiManager in the same machine as that of DeviceExpert,
carryout the following changes to free the TFTP port.
Check if the TFTP service is running when OpManager/WiFiManager is running.
If yes, comment out the following lines in NmsProcessesBE.conf
located in <OpManager_Home>/conf or <WiFiManager_Home>/conf
directory as shown below:
# java com.adventnet.nms.tftp.NmsTftpServer [TFTP_ROOT_DIRECTORY dir] [PORT
portNo]
#PROCESS com.adventnet.nms.tftp.NmsTftpServer
#ARGS TFTP_ROOT_DIRECTORY /
Save the file and restart OpManager/WiFiManager. Then start DeviceExpert.
-----------------------------------------
Port Availability Module
-----------------------------------------
6060 No Client
43306 No mysql
69 No TFTP
514 No Syslog
#############################################################################
Server is already running
Connect to https://localhost:6060 to view the client
#############################################################################
Press any key to continue . . .
Cause & Solution: Since all the ports required by DeviceExpert are not free, it indicates that DeviceExpert server is already running. Try connecting to https://localhost:6060 to view the web interface
Cause |
Solution |
Incompatible Browser |
Refer to the DeviceExpert System Requirements, and check whether your browser is supported. |
JavaScript not enabled |
JavaScript has to be enabled in your browser for you to work with the Web Interface. |
Cause: This could be a problem with browser cache
Solution: Close all browser instances, clear cache and cookies and connect a new instance. If the problem still persists, contact the support team at support@deviceexpert.com
Cause & Solution:
(1) Check if the device is up and accessible to the DeviceExpert server
(2) The device is unable to transfer the configuration file to the TFTP server run by DeviceExpert. The reasons for this could be:
(a) A firewall present between the device and DeviceExpert might be blocking the access. Check if it is so.
(b) The device might be present outside the private network (i.e. the private IP of DeviceExpert is not resolved by the device). If you have NAT in your environment, this could occur. To resolve this, provide DeviceExpert's public IP (NAT'ed IP of DeviceExpert) as TFTP server's public IP in the Additional Credentials section.
(3) From the DeviceExpert server, login
to the device using standard Telnet/SSH client
Cause: You would face this scenario if the device credentials are incorrect
Solution: Make sure that credentials are correct. Test the same using "Testing" option available in that screen. The test result will show which credentials are wrong. Change them accordingly. In case, you are not able to get it working even after ensuring this, send your log files to DeviceExpert Support for further assistance
Cause:
When DeviceExpert queries for machine IP through a java program, if it
returns 127.0.0.1 (loop-back address)
instead of actual IP, this issue would occur.
This can be verified by executing the command "ping
<host_name>". Response will be something like the one
below:
64 bytes from <host_name> (127.0.0.1): icmp_seq=1 ttl=64 time=0.025
ms
64 bytes from <host_name> (127.0.0.1): icmp_seq=1 ttl=64 time=0.025
ms
Solution:
For Linux: To solve this, try the following configuration change
if your
machine is configured with static ip address. In /etc/hosts
file you might see the entries as
127.0.0.1 localhost.localdomain localhost <host_name>
Change this to
127.0.0.1 localhost.localdomain localhost
<ipaddress> <host_name>
After doing this change, do the ping test again "ping
<host_name>" and make sure that correct IP address is
returned from it.
For Windows: Verify IP configuration settings.
Cause: After DeviceExpert server startup, a browser is launched for connecting web interface. Since DeviceExpert uses secure http, the security certificate is prompted. You need to accept the security certificate for connecting to the client.
Yes, you can add your own SSL certificate. Detailed procedure is available in our website.
Cause: Mail settings might be incorrect
Solution: Verify Mail Server settings and test the same using "Test" option. Also, check if the default from address is properly configured in Mail Settings page. Some mail servers will reject the mail if the from address is invalid or does not exist at all. Check if you are able to send emails from Reports ---> Email option. Mails will be sent instantly. If you do not receive mails, contact DeviceExpert support.
Cause &
Solution: The 'Upload' option will be shown as disabled in the
following two scenarios:
(1) When the viewing configuration is a current configuration
(2) When the viewing configuration type upload is not supported by the device
So, check if you it disabled in the above scenarios.
Cause: 'All Devices Group' lists only those devices that are not disabled.
Solution: Check if the devices not shown are enabled.
Cause:
Reinitialize script/batch file is to be invoked only when the server is
not running. At times, a lock file named .lock
gets created under <DeviceExpert_Home>/bin
directory. This creates problems when reinitializing the server even when
it is not running.
Solution: Make sure you are not attempting to reinitialize while the server is running. Navigate to <DeviceExpert_Home>/bin directory and check if ".lock" file had been created. If so, remove it.
We update the Troubleshooting Tips section constantly. Please refer to the troubleshooting tips section in our website for updated details.
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