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: F12-log
  • Screenshots of any error messages in the Windows event log or, even better, a copy of the exported event log: Event-win-log

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: OpenId-Configuration

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

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. Console Error
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

Create login

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

  1. Open the Control panel on the server: Open Control Panel

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

  3. Disable “WebDAV Publishing”: WebDav feature

File manager reporting network error.

If you experience the error “Unspecified network error” in the File manager: File Manager error

This could be caused by a license that has expired. Navigate to Admin->Tools->License Status and check if the license has expired: License status

Bug reports in Service Now

List the steps you took that led to the bug. Be as detailed as possible so we can follow the same steps to reproduce the issue. Preferably with screenshots that illustrates each step.

  • Summary:

  • Steps to Reproduce:

  • Expected Result:

  • Actual Result:

  • In case of a bug pertaining to import of fillable PDF files, attach the original PDF file, or a similar file that causes the erroneous behaviour.

Updated: