General Troubleshooting

Known Issues

The session is broken and the user is redirected to the Login Page when the browser Page Reload button or phone swipe down gesture to refresh is performed.
Many Device commands do not receive Command Event Log updates after the initial request is sent and logged. Use the Log Messages viewer to review the messages logged from the device to ACM.
V1.1 The IsUserManager feature does not work correctly due to the DB schema using the outdated IsDeviceManager field. Changing the DB field to IsUserManager fixes the issue. Future releases will address this in the DB creation script.
V1.1 If the ConfigurationAdministration table entry has both fields as True, the Administration menu displays twice. This will be addressed in a future release, but can be corrected by making sure only one option is set as true for each user in this table.
V1.2 The ACMConnectionStringHandler.GetConnectionString() when reading the asiData.ini for the DbConnection, it is missing the updated code that also checks if ADONETConnection is used. This results in an error like this: Error,SQLDataAccess.LoadData,System.InvalidOperationException: The ConnectionString property has not been initialized. The workaround is to copy the one ACM is using and paste it into the "ConnectionStrings": "ACMDataBase” string field so that logic will override.

Application/Installation Issues

Error	Description	Resolution

Error

Description

Resolution

HTTP Error 500.19 — Internal Server Error — The requested page cannot be accessed because the related configuration data for the page is invalid.

The application website folder is inaccessible because of insufficient permissions. Grant Read permission to the IIS_IUSRS group on the publish folder so that it can access the Web.config file.
Ensure the user account used for the IIS Application Pool has permission to run processes and access files.
Files may be blocked in windows due to coming from internet.
Unblock multiple files using this PowerShell command. Your file path may very based on the installed location.
1. gci C:\inetpub\wwroot\ACMMobilePortal | Unblock-File
Ensure the .Net Core Hosting Bundle is installed as per the prerequisites for installation.

Login page is rendering but not able to login even as administrator

When attempting to login, even with a valid administrator entry in the Portal DB table ConfigurationAdministrators, the website will say that unlicensed access is denied for non administrators.

The user account that is assigned to the IIS application pool will need to be given permission to access the Portal SQL DB.

Unable to Decode License File (DecryptString CryptAcquireContext Error: Wind32Code=2)

MS: ERROR_FILE_NOT_FOUND2L

The license file can be opened and read via the file system, but the crypto process to decode the bytes fails with this error. The process is stopped and the license contents are reported as empty or missing.

The profile of the user is not loaded and cannot be found. This happens when the application impersonates a user, for example, the IUSR_ComputerName account.

The user account that is assigned to the IIS application pool may have to be changed to one that correctly loads the crypto.

Connectivity Issues

Error	Description	Resolution

Error

Description

Resolution

Service Not Reachable.

Service name will very based on the application function. The service is not reachable as configured or is offline for some other reason.

Verify the service port and host are configured correctly here.

Error,SQLDataAccess.LoadData,Microsoft.Data.SqlClient.SqlException (0x80131904): A connection was successfully established with the server, but then an error occurred during the login process.

Persisted Items not showing, Not able to login to a licensed session as an administrator, etc.

All database connection strings must have the entry (Encrypt=False or No) added when using version 1.1+ of AMP.

Use the Custom Setting option for the ACM database connection assign this value.

Using connection string keywords - SQL Server Native Client