--- title: Troubleshooting - Installation and Deployment slug: neurons-for-itsm/on-premises-help/enu/2025/troubleshooting-installation-and-deployment docTags: createdAt: 2026-07-29T16:36:06.999Z --- If there are problems with your installation or deployment, refer to this topic. This topic does contain a long list of problems and its solutions which may be difficult to go through, it is recommended you search using relevant keywords to get to the right problem/resolution faster :::ExpandableHeading Problem 1: Error message "Error upon executing commands: The following error occurred when authenticating with the tenant \" is displayed. ------------------------------------------------------------------------------------------------------------------------------------------ Status: TenantNotFound ### Possible Cause The tenant specified is invalid. ### Solution Ensure that the tenant URL and tenant ID are valid. ::: :::ExpandableHeading Problem 2: Error message "Error upon executing commands: The following error occurred when authenticating with the tenant \" is displayed. Status: AccessDenied -------------------- ### Possible Cause Invalid user name or password is provided. ### Solution Ensure that the user name and password are valid. ::: :::ExpandableHeading Problem 3: Error message "Error upon executing commands: The following error occurred when authenticating with the tenant APPSERVER" is displayed. Status: InvalidRole ------------------- ### Possible Cause No administrator rights. ### Solution Ensure administrator credentials exist. See [About Roles](docId\:qhME3YwMIgxJGS6pJ6v2y). ::: :::ExpandableHeading Problem: 4 Error message "Error upon executing commands: Could not establish trust relationship for the SSL/TLS secure channel with authority '\" is displayed. ----------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause Did not connect to the Neurons for ITSM application server using HTTPS. ### Solution Configure the Neurons for ITSM application server to use SSL. See [Optional SSL Configuration](docId\:veEanrDKk9vZWs5IM_CEC). Enter the URL for the Neurons for ITSM application server that is configured to use SSL. ::: :::ExpandableHeading Problem 5: Error message "Failed to execute applyPatch: The remote server returned an unexpected response: (400) Bad ". is displayed. -------------------------------------------------------------------------------------------------------------------------- ### Possible Cause The database version is not up to date. ### Solution If the system table upgrade fails, review the log files and fix any metadata issues. Then upgrade the system table. ::: ::::ExpandableHeading Problem 6: Cannot view the login dialog box. This message is displayed - "Please use the subdomain when accessing the application". For example, https\://yourname.saas.heatsoftware.com. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ ### Possible Cause The web.config file parameter "RequireTenantIdInURL" value is set to true. ### Solution :::Paragraph{listStyleType="decimal" indent="2"} Go to C:\Program Files\HEAT Software\HEAT\AppServer\ and open the web.config file. ::: :::Paragraph{listStyleType="decimal" listStart="2" listRestartPolite="2" indent="2"} Search for the parameter "RequireTenantIdInURL" and change its value to false. ::: :::Paragraph{listStyleType="decimal" listStart="3" listRestartPolite="3" indent="2"} Save and close the web.config file. ::: :::: :::ExpandableHeading Problem 7: After upgrading to the latest version of Neurons for ITSM, the list of tenants in the Operations Console is empty. ------------------------------------------------------------------------------------------------------------------ ### Possible Cause During the upgrade, the system updated the connection strings for the landscape with the incorrect name for the data source. ### Solution In the Operations Console, edit each landscape to update the data source to the correct database server name. See [Upgrading Neurons for ITSM from an Earlier Release](docId:9z7XER0qvsVnWaxXBzexf) for more information on how to do this. ::: :::ExpandableHeading Problem 8: Failed to execute applyPatch: The request channel timed out while waiting for a reply after 00:59:59.7741622. Increase the timeout value passed to the call to request or increase the SendTimeout value on the binding. The time allotted to this operation may have been a portion of a longer timeout. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause By default, the upgrade tool is set to wait for one hour for a response from the Neurons for ITSM application server. This message indicates that the Neurons for ITSM application server is still applying the patch or package. The patch can be completed at any time. ### Solution Check the status of the upgrade tool later by looking at the patch log in the Configuration Database. ::: ::::ExpandableHeading Problem 9: Error message "No database backup location specified in configuration database. Please contact support." is displayed. ---------------------------------------------------------------------------------------------------------------------- ### Possible Cause :::Paragraph{listStyleType="disc" indent="2"} The backup location is not set in the configuration database. ::: :::Paragraph{listStyleType="disc" indent="2"} The backup failed to execute because of permissions issues. ::: ### Solution Ensure the backup location is set the correct permissions are set. :::: :::ExpandableHeading Problem 10: Error message "Error during metadata commit operation: System.Exception: The following errors were encountered when synchronizing the schema...:" is displayed. --------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause This indicates a serious problem in business object metadata and is a synchronization schema error. The system cannot synchronize the database schema change with the business object definition. If you get this error, the system usually stops upgrading the metadata. ### Solution If this happens in the production environment, restore the database from a backup that was made before the upgrade. Then contact Ivanti support so that they can look into the error. ::: :::ExpandableHeading Problem 11: Error message "Error during metadata commit operation: DataLayer.SaaSDbException: Invalid object name 'Frs\_ITFM\_Account\_Status'. ---> System.Data.SqlClient.SqlException: Invalid object name 'Frs\_ITFM\_Account\_Status'" is displayed. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause Part of the database is corrupt. ### Solution Contact Ivanti Software support. They may suggest to restore the database from a backup that was made before the upgrade. ::: :::ExpandableHeading Problem 12: Error message "Error during metadata commit operation: DataLayer.SaaSDbException: Invalid object name 'Frs\_ITFM\_Account\_Status'. ---> System.Data.SqlClient.SqlException: Invalid object name 'Frs\_ITFM\_Account\_Status'" is displayed. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause Part of the database is corrupt. ### Solution Contact Ivanti Software support. They may suggest that to restore the database from a backup that was made before the upgrade. ::: :::ExpandableHeading Problem 13 Error message An error occurred when applying patch named \.sql in package \.MetadataPackage to tenant \. Unable to execute SQL due to Invalid column name 'IPCMUrlPort'.: update FRS\_IPCM\_Integration set IPCMUrlPort = 2323 where IPCMUrlPort is null Unable to execute SQL due to Invalid column name 'IPCMUrl'.: update FRS\_IPCM\_Integration set IPCMUrl = 'http\://' + IPCMServerHost + ':' + convert(varchar(6), IPCMUrlPort) where IPCMUrl is null and IPCMServerHost is not null" is displayed. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ ### Possible Cause An embedded Microsoft SQL statement is corrupt. ### Solution Review the Microsoft SQL statements. ::: :::ExpandableHeading Problem 14: Error message Error during metadata update operation. MetadataType: BusinessObject, ID: Frs\_AuthenticationProvider# SaaS.StandardizedMetadata.UpdateKeyNotFoundException: Update key not found: key = Rel2s at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs\:line 1034 is displayed. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause There is a problem updating the metadata and the system did not update the business object. ### Solution Review the business object to make sure it was updated. ::: :::ExpandableHeading ## Problem: 15 ### Error Message – Form Error during metadata update operation. MetadataType: Form, ID: Task.WorkOrder System.Exception: Update key not found: key = Details at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1377 at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1359 at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs\:line 1016. ### Error Message – Dashboard Error during metadata update operation. MetadataType: Dashboard, ID: 8e2cce05-c593-4545-bf4d-5f719a9bd5a5 System.Exception: Update key not found: key = OLA Target Compliance ( e94a602f-959e-4cf1-9c07-be4d5eb0da68 ) at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1377 at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1359 at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs\:line 1016 ### Error Message – Validation Data Error during metadata update operation. MetadataType: ValidationData, ID: Justification# System.Exception: Update key not found: key = Justification#\_culture#pt-BR at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1377 at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1359 at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1359 at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs\:line 1016 ### Error Message – Rule Error during metadata update operation. MetadataType: Rule, ID: Incident# System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary. at System.Collections.Generic.Dictionary\`2.get\_Item(TKey key) at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1386 at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs\:line 1359 at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs\:line 1016 ### Possible Cause There is a problem updating the metadata. ### Solution No action. ::: :::ExpandableHeading Problem 16: Error during metadata delete operation. MetadataType: Workflow, ID: 69d31c7248b54f92bc1bff415cd29e0f System.Exception: Could not deactivate workflow definition RecId: 69d31c7248b54f92bc1bff415cd29e0f ---> System.Exception: Error updating existing active workflow definition to inactive, RecId 69d31c7248b54f92bc1bff415cd29e0f at SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.Delete(MetadataType metadataType, String id) in c:\depot\Eng\SaaS\main\Platform\AppServer\BPE\src\WorkflowMetadataServices.cs\:line 409 Error during metadata insert operation. MetadataType: Workflow, ID: 871d9466c4754fa19ffb03de179cd057 System.Exception: Inactive definition exists with the same RecId: Name\:LDAP Sync\_LC\_133k134k135k13k14k15k16k17k18k19k, ObjectType\:ScheduleEntry, Definition RecId 871d9466c4754fa19ffb03de179cd057 at SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.CreateWorkflowDefinition(String name, String objectType, String defRecId, String typeRecId, XElement workflow) at SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.Insert(MetadataType metadataType, XElement workflow) at SaaS.StandardizedMetadata.MetadataProvidersContainer.Insert(MetadataType metadataType, XElement definition) at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable\`1 definitionGroup) --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause There is a problem updating the workflows. ### Solution No action. ::: :::ExpandableHeading Problem 17: Discovery cannot detect assets on the network. ---------------------------------------------- ### Possible Causes - Service Center Configuration Manager (SCCM) service is stuck in starting mode. - Using a domain account for running all Neurons for ITSM services but the domain account has insufficient rights. ### Solution Use the local system account and restart Neurons for ITSM. ::: :::ExpandableHeading ## Problem 18: System cannot search.Possible Cause Full-text search is disabled. Solution Enable full-text search. See Full Text Search . ### Possible Cause Full-text search is disabled. ### Solution Enable full-text search. See [Full Text Search ](docId\:CFntFlt5t24v7m0WENSZj). ::: :::ExpandableHeading Problem 19: The Neurons for ITSM demo database does not load properly. ---------------------------------------------------------- ### Possible Cause Full-text search is disabled. ### Solution Enable full-text search. See [Full Text Search ](docId\:CFntFlt5t24v7m0WENSZj). ::: :::ExpandableHeading Problem 20: Web servers do not work correctly. ---------------------------------- ### Possible Cause In multi-server environments, each Neurons for ITSM web server must meet the system requirements. ### Solution Refer to the *System Requirements and Compatibility Matrix for *Neurons for ITSM for more information. ::: :::ExpandableHeading Problem 21: Provision report now returns an exception: Cannot Decrypt the Symmetric Key. ---------------------------------------------------------------------------- ### Possible Cause The Neurons for ITSM reporting server cannot use the symmetric key to access the data from the report server database. ### Solution 1. Click **OK**, but do not close the System Configuration Wizard. 2. Start the Reporting Services Configuration Manager and connect to your Microsoft SRSS instance. 3. Select **Encryption Keys** from the list in the left panel. 4. Click **Delete** and then click **Yes** at the confirmation message. 5. Return to the wizard and click **Provision Report Now**. ::: :::ExpandableHeading Problem 22: Cannot download or edit reports in Chrome. ------------------------------------------ ### Possible Cause The Chrome ClickOnce extension is not installed. ### Solution Install the ClickOnce extension for Chrome. Navigate to [https://chrome.google.com/webstore/detail/eeifaoomkminpbeebjdmdojbhmagnncl#](https://chrome.google.com/webstore/detail/eeifaoomkminpbeebjdmdojbhmagnncl#) and download the extension. ::: :::ExpandableHeading Problem 23: Cannot download or edit reports in Firefox. ------------------------------------------- ### Possible Cause The Firefox Microsoft .NET framework assistant extension is not installed. ### Solution Install the Microsoft .NET framework assistant extension. Navigate to [https://addons.mozilla.org/en-US/firefox/addon/9449](https://addons.mozilla.org/en-US/firefox/addon/9449) to download the extension. ::: :::ExpandableHeading Problem 24: Cannot download files or run controls in Internet Explorer. ----------------------------------------------------------- ### Possible Cause Scripting is disabled. ### Solution Set properties in Internet Explorer as follows: 1. Go to the Tools > Internet Options > Security > Custom level page. 2. Set the following options to enable: 3. Run ActiveX controls and plug-ins 4. File download 5. Scripting > Active scripting ::: ::::ExpandableHeading Problem 25: Cannot open websites in Internet Explorer. ------------------------------------------ ### Possible Cause The Neurons for ITSM is not set to be a trusted site. ### Solution Set properties in Internet Explorer as follows: :::Paragraph{listStyleType="decimal" indent="2"} Go to the Tools > Internet Options > Security page. ::: :::Paragraph{listStyleType="decimal" listStart="2" listRestartPolite="2" indent="2"} Highlight Trusted sites and click Sites. ::: :::Paragraph{listStyleType="decimal" listStart="3" listRestartPolite="3" indent="2"} Click Add. ::: :::: ::::ExpandableHeading Problem 26: Logging into a tenant using Internet Explorer fails. ---------------------------------------------------- Internet Explorer displays this message: You cannot login to the system now. Please contact your administrator. Additional information is available in the logs. ### Possible Cause Internet Explorer does not accept cookies if the host name of the DNS server or the server NetBIOS names contain an underscore '\_'. ### Solution :::Paragraph{listStyleType="disc" indent="2"} Change the host name of the DNS server or its NetBIOS names so they no longer contain an underscore '\_' ::: :::Paragraph{listStyleType="disc" indent="2"} Use a Chrome or Firefox browser. ::: :::: :::ExpandableHeading Problem 27: Unable to use integrated components, such as Voice. --------------------------------------------------- ### Possible Cause Using the Microsoft Windows operating system when using integrated components. ### Solution Change to the Microsoft Windows operating system. Refer to the *System Requirements and Compatibility Matrix for *Neurons for ITSM for more information. ::: ::::ExpandableHeading Problem 28: When trying to access the Configuration Database, the application redirects the user from http\://localhost/HEAT to https\://localhost on the machine where SSL is not setup. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Possible Cause :::Paragraph{indent="1"} There is a known limitation in the 2018.3.1 release with respect to FedRamp requirements related to the URL redirect configuration. ::: ### Solution :::Paragraph{indent="1"} To resolve this, there is a need to update an entry in the web.config file. Set the parameter highlighted below to ‘false’ and restart IIS. Once the process is completed, try to access **Configuration Database**. ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="1"} \ ::: :::: ::::ExpandableHeading Problem 29: From the System Configuration Wizard (SCW) - unable to connect to Central Central Config URL configuration. ----------------------------------------------------------------------------------------------------------- ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/V6eSnwuQmPKKHXnMq41zR_scw-step3-test-connection-failing.png" position="flex-start" size="56" width="556" height="278" initialPath="Install_Deploy_Images/SCW-step3-test-connection-failing.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/SCW-step3-test-connection-failing.png" showCaption="false"} ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/i5Lck8WhM9POfFgT_PpGL_scw-step3-test-connection-failing-2.png" position="flex-start" size="56" width="556" height="218" initialPath="Install_Deploy_Images/SCW-step3-test-connection-failing-2.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/SCW-step3-test-connection-failing-2.png" showCaption="false"} ### Possible Cause ErrorCode - 0x8007000d - URL Rewrite or IIS Hosting Bundle is not installed correctly. ### Solution 1. Open IIS. 2. Browse CentralConfig from Default Websites. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/qDQrM7pWhfMyMDqSjNrbT_central-config-default-website.png" position="flex-start" size="62" indent="1" width="624" height="40" initialPath="Install_Deploy_Images/Central-Config-Default-Website.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/Central-Config-Default-Website.png" showCaption="false"} :::Paragraph{indent="1"} Check CCF Url - [http(s)://\/CentralConfig/CentralConfig.svc](https://config.test.lab/CentralConfig/CentralConfig.svc). For example, http\://app2022/CentralConfig/CentralConfig.svc. ::: 3. If it is not accessible check error code in the browser - 0x8007000d. 4. Restart IIS and check if the CentralConfig URL is accessible. 5. If the CentralConfig is URL not accessible – install the [IIS Hosting bundle](https://versionsof.net/core/6.0/6.0.27/) and the [Restart IIS](https://www.iis.net/downloads/microsoft/url-rewrite#additionalDownloads). 6. Check the CentralConfig endpoint - http(s)://\/CentralConfig/CentralConfig.svc. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/HhSbm8z6lhgtIBBfL_U_l_central-config-endpoint.png" position="flex-start" size="54" indent="1" width="537" height="292" initialPath="Install_Deploy_Images/Central-Config-Endpoint.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/Central-Config-Endpoint.png" showCaption="false"} 7. If the CentralConfig is accessible, continue with the SCW setup. :::: :::ExpandableHeading ## Problem 30: System Configuration Wizard (SCW) - Report Provisioning fails displaying the following error - "Possible Exception from access to Config service/Access to SSRS web services/missing info in config database. Error is Error in Execution Error is The request failed with HTTP status 401: Unauthorized". ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/AHVSRvzeynbA06n97F5TK_scw-report-provisioning-error.png" position="flex-start" size="60" width="598" height="337" initialPath="Install_Deploy_Images/SCW-Report-Provisioning-Error.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/SCW-Report-Provisioning-Error.png" showCaption="false"} ### Possible Cause The SSRS report service is not reachable by SCW. ### Solution Check if the SSRS report configuration is reachable. After confirming, restart the SCW configuration. Steps: 1. Open the Report Server Configuration Manager. 2. Start the SSRS and provide correct configuration details. 3. Recheck the ReportProvisioning. ::: ::::ExpandableHeading Problem 31: While installing System Configuration Wizard (SCW) Report Server in virtual machine, the following error is thrown - "Could not load file or assembly Micrososft.SqlServer.BatchParser,Version=12.0.0.0." --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/198wXzhlSKUATMSgaho_t_assembly-file-load-error.png" position="flex-start" size="62" width="624" height="436" initialPath="Install_Deploy_Images/Assembly-file-load-error.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/Assembly-file-load-error.png" showCaption="false"} ### Possible Cause If the assembly or its dependencies is not present in the VM. ### Resolution 1. Install the Pre-Requisite installer given with the installation guide. :::Paragraph{indent="1"} or ::: 2. Download and install the following packages manually: - [SQLSysClrTypes.msi](https://www.microsoft.com/en-gb/download/details.aspx?id=42295) - [SharedManagementObjects.msi](https://www.microsoft.com/en-gb/download/details.aspx?id=42295) 3. Install and check Report Server SCW setup. :::: :::ExpandableHeading Problem 32: Cache rebuild does not run automatically. ----------------------------------------- ### Resolution Run the cache rebuild manually. Refer to [Installing Cache Rebuild](docId:5oU2a2mgHG3nIYJcxCPvW). ::: :::ExpandableHeading Problem 33: After updating the application from 2023.3 to 2023.4, if you are using WIS authentication, manually update the web.config file. ------------------------------------------------------------------------------------------------------------------------------- ### Resolution - Take a backup of the existing file to ensure the configuration is preserved. - After installation is completed, redo the updates to the **WIS web.config** as per the original configuration document, mainly pointing the **AssertionConsumerHandlerUrls **to the right addresses. ::: :::ExpandableHeading Problem 34: Integration Service Server issues due to port change. ----------------------------------------------------- ### Resolution As part of 2023.4 integration service is running as a separate service, hosted on port 1213 by default. - If value for Integration Service Server is 80, change it to 1213. - If the value for https port is 443, change it to something else. - Ensure to have a separate port and not the same as other appdomains. ::: ::::ExpandableHeading Problem 35: License Server Landscape issues such as login issue with error message "Landscape is not defined in License Server" or "Unable to Load License". ------------------------------------------------------------------------------------------------------------------------------------------------ ### Resolution 1. Run the following query: ```bash SELECT * FROM .[dbo].[Frs_LS_LicenseServerLandscape] ``` ```bash "select * from Landscape" ``` :::hint{type="info"} Run both the above queries from the config tenant. ::: 2. Ensure that the value in **ConfigServiceUrl **field is valid (check if the service definition loads when adding it in a browser). If not, update it to a valid central config url, for example, http\://domainname/Centralconfig/CentralConfig.svc . If using OpsConsole, follow the resolution below: 3. Check the landscape configuration from the DB or through ops console. If it is similar as shown the image below, that is if it has - /ConfigServiceAPI.asmx at the end, update those specific landscapes to have /Centralconfig/CentralConfig.svc route instead. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/cJjsWSmOP6H9Ua6JxGeOF_opsconsole-resolution.png" position="flex-start" size="80" indent="1" width="1292" height="641" initialPath="Install_Deploy_Images/OpsConsole-Resolution.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/OpsConsole-Resolution.png" showCaption="false"} :::Paragraph{indent="1"} After update, the landscape configuration should be as shown the below image: ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Xw1CKlN43aoFSFXfOTuOi_opsconsole-resolution-updated.png" position="flex-start" size="80" indent="1" width="989" height="500" initialPath="Install_Deploy_Images/OpsConsole-Resolution-Updated.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/OpsConsole-Resolution-Updated.png" showCaption="false"} 4. Restart IIS and login into both AppServer and LicenseManager. :::hint{type="info"} The **CentralConfig.svc** file should only be present only on the landscapes where the upgrade is executed from. ::: :::: :::ExpandableHeading Problem 36: Cannot find APIKey in Header. ----------------------------- ### Resolution The **central-config-api-key** should be the same in all **appdomains appsettings.json** file and in **Frs\_data\_api\_key** table in the ConfigDB. Update the central-config-api-key in the respective appdomains **appsettings.json** file. ::: :::ExpandableHeading Problem 37: Issue with ActionServices. -------------------------- ### Resolution Refer to [ActionServices Troubleshooting](docId\:HvbyXFfa9Yvx3TA5xI2se) topic. ::: :::ExpandableHeading ## Problem 38: Survey not opening - getting a 404 error when trying to open survey from incident or email. ### Resolution Open the Survey Information workspace from Config tenant. Update URL in the Host Name field by removing “/Public” and “.aspx” as shown in the image below: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/bkGbYyxipoUxXsarqBeY1_troubleshooting-survey.png" position="flex-start" size="55" width="553" height="239" initialPath="Install_Deploy_Images/Troubleshooting-Survey.png" githubPath="ITSM-On-Prem-Help/Content/Install_Deploy_guide/Install_Deploy_Images/Troubleshooting-Survey.png" showCaption="false"} From \{http/https}:///HEATSurvey/Public/TakeSurvey.aspx?action=take\_survey to \{http/https}:///HEATSurvey/TakeSurvey?action=take\_survey If the survey url opens from the machine where the application is hosted but not from other machines, make sure the \{**hostname**} parameter has the fully qualified domain name instead of the machine name. :::