Troubleshooting
You can find in this section the solution to the most common problems faced during installation; if you are having these difficulties, identify them and check if there is a corrective action for them. If you cannot find the problem, please contact SoftExpert's support and report the issue you have encountered. Remember to collect as much information as possible, such as logs, evidence, screenshots, in addition to mentioning the log path.
During the equalization step:
java.net.ConnectException: Connection refused: connect
Solution: Check the database configuration, especially whether the database IP is correct, and check if the machine is connected to the database.
password authentication failed for user ...
Solution: Check the user and/or password configuration.
- If the installation script return is this:
Your Windows is out of date, install any pending updates and rerun the installation script.
It will be necessary to update your system and run the previous script again.
- If the installation script return is this:
Check the installation guide for necessary hardware requirements!
Machine does not meet specific hardware requirements...
Refer to the system requirements documentation to check if your system meets the requirements.
When starting SoftExpert Suite, if you find NodeJS-related image export errors, or also problems with PDF export in the Analytics component, contact your IT team, as access will have to be allowed in the Internet module, or a similar one, in your antivirus.
A specific request made in the "https://"yourdomain"/softexpert/rest-read/export/v1/path" URI may be blocked. For this reason, your antivirus must be disabled, so that the application works properly.
- If, while configuring the controlled directory, you find this error:
docker: Error response from daemon: hcsshim::CreateComputeSystem 6146dc5a512486e37bbde6a8a454380725c96365671df72248ac5ecc57e03d65: Access is denied.
Check the permission in the SoftExpert Suite folder and/or the permission of the shared storage unit. The user that connects to the shared folder must have all permissions.
Remember that the folder must be shared on the network; the sharing configurations must be set to "Public network".
If you find this error when starting the application:
hnsCallRawResponse: hnsCall failed in Win32: You were not connected because a duplicate name exists on the network. If joining a domain, go to System in Control Panel to change the computer name and try again. If joining a workgroup, choose another workgroup name.
Run the following command:
docker network prune
And try starting it again. If you find the same error, run the following commands:
hnsdiag list networks
Search for a network with nat; then, copy the ID and run the command,
replacing ID with the listed ID:
hnsdiag delete networks {ID}
After doing that, try starting the application again.
If, after startup, SoftExpert Suite is not automatically up, check the credentials that were used in the service configuration. We recommend configuring the service again. Remember that the user must have admin permission.