Troubleshooting

Installation support request requirements

If you experience errors during or after installation, you must please include the following information with your support request in order for us to process it effectively:

• The version of the DVI system installed
• Server Operating system Version
• Microsoft SQL Server Version and Edition
• Client browser brand and version
• A copy of the parameters.json file used during installation. Please check this parameter-example for an illustrative example of a parameter file.
• A copy of the setupErrors.log file generated during installation.
• A copy of the two log files: “install-media\InstallConfig\apiLog.txt” and “install-media\InstallConfig\idsLog.txt”. (Available from version 6.1.10)
• A copy of the three config files: “INSTALL_FOLDER\api\appsettings.json” , “INSTALL_FOLDER\ids\appsettings.json” and “INSTALL_FOLDER\kmd-dvi\assets\config\appconfig.json”
• Screenshots of any error messages in the Console and Network tabs in the browser with F12:
• Screenshots of any error messages in the Windows event log:

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Check the general health of the system

Please check this health example for more.

Troubleshoot access to the identity server

• If access to the Identity Server fails after initial installation, it’s possible to test access using: IDENTITY_SERVER_URL/.well-known/openid-configuration which is reachable from anywhere without any authentication. The result should resemble this:

Client web site responds with 404 Not found AFTER login

Symptom	URL [host]/home is not found
Reason	The Angular router is not started
Diagnosis	Check network traffic in your browser using F12. All files in the client site are read OK with status 200 or 302 except /home which gets a 404
Solution	Check client site web.config

Client web site responds with Unrecoverable error

Symptom	Client displays message about Unrecoverable error
Reason	Typically a typing mistake in appconfig.json
Diagnosis	Check web Console in your browser using F12. The error will be shown, i.e.
Solution	Correct appconfig.json

I.e:

  "idsServer": {
    "baseUrl: "https://localhost:5021"
  },

should be (a missing citation mark is added)

  "idsServer": {
    "baseUrl": "https://localhost:5021"
  },

Trouble creating first login as Sysadministrator

Symptom	When “CREATE NEW LOGIN” is clicked, the dialog “Update login” is not shown
Reason	The WebDAV protocol is enabled
Diagnosis	Check web Console in your browser using F12. The error will be shown, i.e.
Solution	Disable the WebDAV protocol

1. Open the Control panel on the server:

2. Click on “Turn Windows features on or off”

3. Disable “WebDAV Publishing”: