Troubleshooting

Startup Issues

• MYSQL Port is occupied.
• Web Server port is occupied.
• Adventnet ServiceDesk - Failed.
• MYSQL database creation failed.
• MSSQL server instances not Auto populating.
• Login failed for user when trying to connect to MSSQL database using ChangeDBserver.bat
• Error if MSSQL database is case sensitive.
• The build is ServiceDesk Plus application differs from the build in MSSQL database.
• MSSQL Startup Issues

Login Issue

The possible cause for not able to Login into ServiceDesk Plus would be,

• The User Login is incorrect.
• NTLM in the registry which supports ServiceDesk Plus login is not enabled.
• Unable to login on disabling Local Authentication.

Mail Fetching Trouble Shooting

• Unable to fetch mails into ServiceDesk Plus as the ports are being blocked by Firewall/Antivirus.
• Is it important to configure SSL Certificate to use POPS/IMAPS for fetching mails?
• Authentication and Configuration Errors:
  • Settings saved successfully. But an error occurred while trying to check connection with mail server - Authentication Failed using the given username and password.
  • Email settings saved successfully. But an error occurred while trying to check connection with mail server Problem connecting to mailbox.
• If the mail box is hidden from the address book there is a failure in Authentication and mails cannot be fetched into SDP.
• Processing from Mail Server
• Password length is greater than the expected value.
• Killer mail (Spam) where the email address is invalid.
• Plain text authentication is disabled in the mail server
• Encrypted mode is enabled on POP in the mail server.

Mail Sending

• Email Send Notification failed
• Unable to send mails
  • Cannot connect to SMTP host.
  • Required Authentication not given.
  • Required Authentication with wrong credentials.
  • Replay Problem
• Request link in notification does not work.

Backup and Restore

• Duplicate entry while restoring data.
• Connection Rest or Communication link failure error while taking the backup.
• How to solve critical errors while performing backup scheduling? (8 different critical errors and their solution)

Asset Scanning Issues

List of possible errors and their solution while scanning workstations using ServiceDesk Plus.

• "No response received from workstation. Probably the workstation might be switched off or does not exist"
• "Access denied for the user or the remote DCOM option might be disabled in the workstation"
• "Users does not have the access privileges to perform this operation"
• "RPC Error"
• "One of the WMI components is not registered properly"
• "Connection to RPC server in the workstation failed"

SSO

Upgrade issues