DeviceExpert Home | Online Demo

Troubleshooting Tips

Contents

 

Note: We update the Troubleshooting Tips section constantly. Please refer to the troubleshooting tips section in our website for updated details.

Installation, Un-Installation, Server Start Up & Shutdown

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.

 

Web Interface

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.
https://<hostname>:port/

For e.g. https://localhost:6060

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

Miscellaneous

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.

 


© 2005-2007, ZOHO Corp. All Rights Reserved.