Troubleshooting - Installation and Deployment

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 problem 1 error message "error upon executing commands the following error occurred when authenticating with the tenant \<tenanturl>" is displayed status tenantnotfound possible cause the tenant specified is invalid solution ensure that the tenant url and tenant id are valid problem 2 error message "error upon executing commands the following error occurred when authenticating with the tenant \<tenanturl>" is displayed status accessdenied possible cause invalid user name or password is provided solution ensure that the user name and password are valid 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\ pbrbqo1gwftgetlkdfp8u problem 4 error message "error upon executing commands could not establish trust relationship for the ssl/tls secure channel with authority '\<ip address>" is displayed possible cause did not connect to the application server using https solution configure the application server to use ssl see optional ssl configuration docid\ aei5nbqfmqwo5t3rabtex enter the url for the application server that is configured to use ssl 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 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 go to c \program files\heat software\heat\appserver\ and open the web config file search for the parameter "requiretenantidinurl" and change its value to false save and close the web config file 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 5qyjrsaatmfseim3a2ess for more information on how to do this 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 application server this message indicates that the 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 problem 9 error message "no database backup location specified in configuration database please contact support " is displayed possible cause the backup location is not set in the configuration database the backup failed to execute because of permissions issues solution ensure the backup location is set the correct permissions are set 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 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 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 problem 13 error message an error occurred when applying patch named \<some filename> sql in package \<some package> metadatapackage to tenant \<tenanturl> 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 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 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 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 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 services but the domain account has insufficient rights solution use the local system account and restart 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\ lakaapof1m ybqbao1fyn 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\ lakaapof1m ybqbao1fyn problem 20 web servers do not work correctly possible cause in multi server environments, each web server must meet the system requirements solution refer to the system requirements and compatibility matrix for for more information problem 21 provision report now returns an exception cannot decrypt the symmetric key possible cause the reporting server cannot use the symmetric key to access the data from the report server database solution click ok , but do not close the system configuration wizard start the reporting services configuration manager and connect to your microsoft srss instance select encryption keys from the list in the left panel click delete and then click yes at the confirmation message return to the wizard and click provision report now problem 22 dashboard and report controls (such as charting, pivoting, and copy/paste) and the service catalog attachment control do not work possible cause browser does not have, or does not support, adobe flash solution install adobe flash go to https //get adobe com/flashplayer/ https //get adobe com/flashplayer/ if your current browser does not support adobe flash, upgrade the browser problem 23 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 problem 24 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 problem 25 cannot download files or run controls in internet explorer possible cause scripting is disabled solution set properties in internet explorer as follows go to the tools > internet options > security > custom level page set the following options to enable run activex controls and plug ins file download scripting > active scripting problem 26 cannot open websites in internet explorer possible cause the is not set to be a trusted site solution set properties in internet explorer as follows go to the tools > internet options > security page highlight trusted sites and click sites click add problem 27 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 change the host name of the dns server or its netbios names so they no longer contain an underscore ' ' use a chrome or firefox browser problem 28 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 for more information problem 29 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 there is a known limitation in the 2018 3 1 release with respect to fedramp requirements related to the url redirect configuration solution 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 \</rule> \<rule name="http to https redirect" stopprocessing="true"> \<match url="( )"> \</match> \<conditions> \<add input=" " pattern="^localhost$" negate="true"> \</add> \<add input=" " pattern="off" ignorecase="true"> \</add> \</conditions> \<action type="redirect" url="https // /{r 1 }" redirecttype="permanent"> \</action> \</rule> problem 30 from the system configuration wizard (scw) unable to connect to central central config url configuration possible cause errorcode 0x8007000d url rewrite or iis hosting bundle is not installed correctly solution open iis browse centralconfig from default websites check ccf url http(s) //\<tenantid>/centralconfig/centralconfig svc https //config test lab/centralconfig/centralconfig svc for example, http //app2022/centralconfig/centralconfig svc if it is not accessible check error code in the browser 0x8007000d restart iis and check if the centralconfig url is accessible 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 check the centralconfig endpoint http(s) //\<tenantid>/centralconfig/centralconfig svc if the centralconfig is accessible, continue with the scw setup problem 31 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" 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 open the report server configuration manager start the ssrs and provide correct configuration details recheck the reportprovisioning problem 32 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 " possible cause if the assembly or its dependencies is not present in the vm resolution install the pre requisite installer given with the installation guide or download and install the following packages manually sqlsysclrtypes msi https //www microsoft com/en gb/download/details aspx?id=42295sharedmanagementobjects msi https //www microsoft com/en gb/download/details aspx?id=42295 install and check report server scw setup problem 33 cache rebuild does not run automatically resolution run the cache rebuild manually refer to installing cache rebuild docid\ xqmy2if2girx ye4oae6s problem 34 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 problem 35 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 problem 36 license server landscape issues such as login issue with error message "landscape is not defined in license server" or "unable to load license" resolution run the following query select from \[dbo] \[frs ls licenseserverlandscape]"select from landscape" run both the above queries from the config tenant 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 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 after update, the landscape configuration should be as shown the below image restart iis and login into both appserver and licensemanager the centralconfig svc file should only be present only on the landscapes where the upgrade is executed from problem 37 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 problem 38 issue with actionservices resolution refer to actionservices troubleshooting docid\ zulw6rdbkxk r2glkvl w topic problem 39 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 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