Troubleshooting SOTI Connect

This section provides troubleshooting information about errors that can occur during the install or upgrade of SOTI Connect.

Error migrating the database due to rules

Problem Description:
- Services are not started during installation.

Symptoms:

User sees a pop-up error dialog during database migration

In the logs, the user can see:

<date and time> [DEBUG] LocalRootMigration - splitting rule <Rule name is here> into 16 new rules

<date and time> [ERROR] Program - Error updating Main DB. System.Data.DataException: 
An exception occurred while initializing the database. See the InnerException for details. --->
System.Data.Entity.Infrastructure.DbUpdateException: 
An error occurred while updating the entries. See the inner exception for details. --->
System.Data.Entity.Core.UpdateException: 
An error occurred while updating the entries. See the inner exception for details. --->
System.Data.SqlClient.SqlException (0x80131904):
The DELETE statement conflicted with the REFERENCE constraint "**".
The conflict occurred in database "SotiConnectManagementServer", table "*", column '**'.

Troubleshooting Steps:
1. Before installation, delete the rule with the name, mentioned in the first log line (pay attention on the <Rule name is here> placeholder).
2. Re-create that rule after installation

Error migrating the database

Problem Description:
- Error updating the database.

Symptoms:

User sees a pop-up error dialog during database migration

In the logs, the user can see:

<date and time> [DEBUG] LocalRootMigration - finished LocalRootMigration

<right after 30 seconds> [ERROR] Program - Error updating Main DB.
System.Data.SqlClient.SqlException (0x80131904): Timeout expired.
The timeout period elapsed prior to completion of the operation or the server is not responding. --->
System.ComponentModel.Win32Exception (258): The wait operation timed out

Troubleshooting Steps:

Run the following SQL commands on the Management Service database:

ALTER DATABASE [SotiConnectManagementServer] SET RECOVERY SIMPLE;

DBCC SHRINKFILE(SotiConnectManagementServer_log, 1024)

System Health has two component entries for File Store

Problem Description:
- There are two component entries for the File Store in System Health.
Symptoms:
- Two component entries for the File Store: one with the status OK and the other with the status Not Available.
Troubleshooting Steps:
1. Confirm that you are in an all-in-one installation.
  Note: Do not run the following script in a cluster installation, it will break your instance of SOTI Connect.
2. Run the following script:
```
DELETE FROM [SotiConnectFileStoreService].[dbo].[ServiceInstances]
WHERE [ComponentId] NOT IN (
  SELECT TOP 1 [ComponentId]
  FROM [SotiConnectFileStoreService].[dbo].[ServiceInstances]
  ORDER BY [HealthCheckTimestamp] DESC
);
```
Note: The script removes records about ghost instances of File Store from the database and the health-check page.

Gmail not working

Symptoms:
- Email is configured from Global Settings for Gmail and a SOTI QA account but email is not sent from reports and there are errors in the logs.
- When trying to send a report via email, the email is not send.

Note: This error only occurs in SOTI Connect 2.4.1. It is fixed in SOTI Connect 2.5 and later.

SOTI Connect running on Windows VM becomes slow or unresponsive

Symptoms:
- On a Windows VM where SOTI Connect is running, the machine gradually becomes slow or unresponsive.
Troubleshooting Steps:
1. Reboot the Windows VM weekly.
2. Keep Windows VM updated.

Note: Resources are not cleared properly on Windows OS. This causes Windows VMs to slow down over time. Rebooting resets resource allocation and utilization.