This section provides information on how to troubleshoot SOTI Connect installation and upgrade errors.
Services Fail to Start During the Installation Process
Symptoms: The system encounters a "Cannot start service" error
during installation.
Issue Resolution:
Stop any running antivirus programs.
Re-run the SOTI Connect installer.
Unable to Access SATO Printer via Hostname when Using Device Registry
Symptoms: IPv4 mode is static, with a specified static IP and a specified
hostname. However, the printer is inaccessible by hostname.
Issue Resolution: If the hostname is a Dynamic Host Configuration Protocol
(DHCP) hostname, set IPv4 mode to DHCP.
Note: Do not use static mode or static IP with a printer that uses a DHCP
hostname. If you use static mode or static IP, the DHCP hostname cannot
connect to the printer.
SOTI Connect Becomes Slow or Unresponsive on Windows
Virtual Machines
Symptoms: The machine gradually becomes slow or unresponsive on a Windows VM
that SOTI Connect is running on.
Issue Resolution:
Reboot the Windows VM weekly.
Keep the Windows VM updated.
Tip: Windows operating systems do not
always automatically release resources, which can lead to performance
degradation. To restore optimal performance, periodically reboot the VM to
reset resource allocation.
SOTI Connect Installation Fails During the Database Data
Deletion Step, Resulting in a Rollback Error
Symptoms: During the SQL connection step, selecting the database data deletion
checkbox does not delete data and leads to a rollback error.
The following
entries appear in the installer
logs:
2023-07-25 17:48:59,992 [ERROR] [ 8] Installer - Database migration failed and the
installation/update cannot be continued. Please contact support for further assistance.
2023-07-25 17:48:59,992 [ERROR] [ 8] Installer - Installation failed
System.Exception: Database migration failed and the installation/update cannot be continued.
Please contact support for further assistance.
Issue Resolution: Manually delete the SQL data and log files.
Navigate to the Server Properties panel of the VM hosting SQL and select
Database Settings.
Record the location of the data and the logs (blue boxes).
Navigate to the directories and delete all files in them.
Note: Delete only the file contents, not
the folders themselves.
Unable to Connect SOTI Identity with SOTI Connect
Symptoms: While attempting to add SOTI Connect to a SOTI Identity tenant, the following errors occur:
Error in
SOTI Connect:Affected versions: SOTI Connect 2024.0 and
later.
Error in SOTI Identity
(v2024.0.1):
Issue Resolution:
SOTI Connect may already be registered to another
instance of SOTI Identity. Locate the first connection
and delete it from the SOTI Identity console.
Check for certificate issues. For example, an expired or invalid GoDaddy
certificate on the SOTI Connect MS server.
Verify the Fully Qualified Domain Name (FQDN) in the SOTI Connect installation. For example,
"SotiConnect20" instead of
"SotiConnect20.soticonnect.com".
Note: The FQDN is passed to SOTI Identity and SOTI Identity
uses it to call back to SOTI Connect. If the FQDN
is wrong, SOTI Identity cannot reach SOTI Connect.
Database Migration Fail: 2024.0 to 2024.1.0.7405
Symptoms: Upgrading from SOTI Connect 2024.0 to
2024.1.0.7405 may have an edge case that will fail database migration and
cause a rollback.
Affected versions: SOTI Connect 2024.0 and
later.
Issue Resolution: Run the following SQL script to prepare the database
before updating SOTI Connect.
use SotiConnectManagementServer
IF OBJECT_ID('tempdb..#removeJsonMetadata') IS NOT NULL
DROP PROCEDURE #removeJsonMetadata
GO
CREATE PROCEDURE #removeJsonMetadata
@JsonText nvarchar(max),
@Result nvarchar(max) OUTPUT
as
declare @idBegin int = 0;
declare @idEnd int = 0;
select @idBegin = CHARINDEX('"$id":"', @JsonText, @idBegin)
WHILE @idBegin > 0
BEGIN
select @idEnd = @idBegin + LEN('"$id":"')
select @idEnd = CHARINDEX('"', @JsonText, @idEnd)
select @idEnd = case when SUBSTRING(@JsonText, @idEnd + 1, 1) = ',' then @idEnd + 2 else @idEnd + 1 end
select @JsonText = REPLACE(@JsonText, SUBSTRING(@JsonText, @idBegin, @idEnd - @idBegin), '');
select @idBegin = CHARINDEX('"$id":"', @JsonText, @idBegin)
END
select @Result = @JsonText
RETURN
GO
declare @JsonText nvarchar(max)
DECLARE employee_cursor CURSOR FOR
SELECT RuleJson
FROM [SotiConnectManagementServer].[dbo].[Rules]
OPEN employee_cursor;
FETCH NEXT FROM employee_cursor INTO @JsonText
WHILE @@FETCH_STATUS = 0
BEGIN
exec #removeJsonMetadata @JsonText, @JsonText output
UPDATE [SotiConnectManagementServer].[dbo].[Rules]
SET RuleJson = @JsonText
WHERE CURRENT OF employee_cursor;
FETCH NEXT FROM employee_cursor INTO @JsonText
END;
CLOSE employee_cursor;
DEALLOCATE employee_cursor;
Zebra Device Connection Status Repeatedly Drops to "Device Not Reachable"
Symptoms: Zebra ZT421 printers enrolled on SOTI Connect
2024.2 encounter frequent connection drop issues.
Error in SOTI Identity (v2024.0.1):
