Troubleshooting SOTI Connect

This section provides information to help you troubleshoot and resolve issues in SOTI Connect.

Refer to the following categories for detailed troubleshooting instructions based on specific scenarios:

Installation and Upgrade Issues

  1. Services Fail to Start During the Installation Process
  2. Installation Fails During Database Data Deletion Step
  3. Database Migration Failure: 2024.0 to 2024.1.0.7405
  4. DTD Repair Failure During SOTI Connect Upgrade
  5. Unavailable Actions After Upgrading to SOTI Connect 2025.0
  6. App Activation Error with Built-in Administrator Account
  7. Failover Management Service (MS) Does Not Start After Deploying a Root Certificate
  8. Fresh Installation Fails Due to MS Not Starting Automatically
  9. SOTI Connect URL is not Accessible After Update

SOTI Connect Configuration Issues

  1. Unable to Access SATO Printer via Hostname when Using Device Registry
  2. Unable to Connect SOTI Identity with SOTI Connect
  3. Use of Custom Attribute Macros Resulting in Corrupted Certificate Templates
  4. Local Administrator Access Issues
  5. REST Simulation Unable to Send Alerts to the WebHook Receiver
  6. System Health Displaying Extra File Store (FS) Instance

SOTI Connect Component Issues

  1. SOTI Connect Becomes Slow or Unresponsive on Windows Virtual Machines (VM)
  2. Automatic Remote Protocol Adapter (PA) Update Failures
  3. Protocol Adapter Stuck in "Started" State
  4. Management Service (MS) unable to connect with File Store (FS) service after Restore

OEM Specific Issues

  1. Zebra Device Connection Status Repeatedly Drops to "Device Not Reachable"
  2. Zebra SNMP Alert IDs - Rules Fail to Trigger with Specific Alert ID Conditions
  3. Unable to Retrieve Device Logs for an SNMP ZT400 Device
  4. SOTI Connect API: Manufacturer Information Issue