Troubleshooting

AUPM Troubleshooting

Change the log.level value to 0 in registry to get all the functional logs:
- Check the data present in following file.
  - C:\Program Files (x86)\Accops\AUEM\Logs\AccopsProbeError.log
  - C:\Program Files (x86)\Accops\AUEM\Logs\AccopsProbe.log
AccopsProbeError: When following error occurs in accops probe application.
- Log Error: Error in initializing the encryption object result: class not registered
  - Above error occurs when class is not registered. Follow the steps given below to check if class is registered:
    - Check if following registry is present or not - Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Cipher.EncryptorDecryptor
      - If registry value is not present, then register the EncryptorDecryptor.dll using following command
        
        "%WINDIR%\Microsoft.NET\Framework\ v4.0.30319\regasm.exe" “C:\Program Files (x86)\Accops\Asmm\EncryptorDecryptor.dll”
      Note
      
      regasm.exe path can be different on different machines. Please use the correct path for registration.

When following error occurs in service utility application

Authentication error:- An error occurs while sending the request.
- Above error occurs when AWEM service is not running or some issue is occurred in the AWEM service. Follow the steps given below to resolve this issue.
  - Check if AWEM service is running or not, if service is not running then start the service.
  - After performing the above steps if error still exists then check the AWEM module error.

Change the level value to DEBUG in log4net.config file to collect the data of all operation application is performing.
- Check the data present in following file.
  - C:\Program Files (x86)\Accops\AUEM\Logs\WinLogon.log
JSON parser error: If the JSON file is not correct application will log the error in log file.
- Log Error: Log data will start with string JSON file parsing error:
  - So whenever "JSON file parsing error" string is present in the log file check whether JSON file is valid or not.
    You can use any JSON validator for verifying whether JSON file is correct or not.
  Note
  
  Remove the commented line(2-11) from the file first as some validator not support the comment in JSON file.

Change the level value to DEBUG in log4net.config file to collect the data of all operation application is performing.
- Check the data present in following file.
  - "C:\Users[USER_NAME]\AppData\Local\Accops\AUEM\AUEM.log"
Subscriber error: When sending data to the message queue it is possible that message queue is not accessible by the application.
- Log Error: Error occurs due to the message queue. Follow the steps given below to resolve this issue.
  - Open the Computer managementapplication.
  - Go to Services and Applications > Message Queuing > Private Queues > Notification-queue-[USERNAME] >Properties
  - Check permission for everyone user, everyone should have full control, try to relaunch the application or manually apply the permission.
- Log Error: Error occurs due to the message queue. Follow the steps given below to resolve this issue.
  - Open the Computer management application.
  - Go to Services and Applications > Message Queuing > Private Queues
  - Check if Notification-queue-[USERNAME] present or not, if not then run the tray application which will create the message queue.
Message queue installation: If message is not installed on the system, check the logs file for detail error message.
- File path:- C:\Users[User Name]\AppData\Local\Temp\InstallerHelper.Log