Troubleshooting

Click the links below to see troubleshooting advice:

Email messages and notifications from SysAid arrive in unreadable encoding.

My end users cannot see the Solution and Resolution fields in their email notification.

Why doesn't Remote Control start after the user has confirmed remote control on his desktop?

Why do I receive "Remote Control is Forbidden" when remote controlling an Asset ?

SysAid was working properly and then it just stopped (after I restarted the server/service).

When I am installing SysAid in Linux with MySQL 4.1 database I cannot make it work.

During SysAid installation why do I receive JVM_Bind error when clicking on Check Settings ?

I get “Page cannot be displayed” error when trying to log into SysAid, what should I do ?

The SysAid Server service has stopped, when I try to start it, it stops after a couple of seconds, what should I do ?

Notification is not being sent or received. What should I check ? Here is a brief troubleshooting guide:

After SysAid Agent deployment the F11 key assignment was taken by SysAid Agent ,but I need the F11 key for another function.

SysAid has imported some accounts from LDAP/ AD that are not going to use SysAid. How can I disable them so they won't take slots in my License ?

I am unable to perform automatic deployment when using a login script.

Email messages and notifications from SysAid arrive in unreadable encoding.
In order to change Email Character settings do the following (applicable to vers. 3.0.5 and above): Go to Preferences >Integration >Email. In the Encoding box: (set your desired encoding in small letters). In the Content type box: text/plain; charset= (your desired encoding in small letters).Click Save.
Example:
Encoding: utf-8
Content type: text/plain; charset=utf-8
Click Save.
Note: If you are using Unicode settings in your language settings (e.g. In a Derby database) use the settings from the above example.

My end users cannot see the Solution and Resolution fields in their email notification.
Resolution is an internal field for administrators. End users can not see the Resolution field. However, they can see the Solution field. In order to add the Solution field into Email Notifications sent to end users, please follow these steps: Go to Preferences > Customize > Customized Notifications > Scroll down until you see "Email body to end user on SR".

Enter:

#if( ${Solution} && ${Solution}!="" )

Solution: ${Solution}

#end

Please enter this text before the Notes:

#if( ${Notes} && ${Notes}!="" )

Notes: ${Notes}

#end

Here's an example of the "Email body to end user on SR" text:

${StatusNotification}

Title: ${Title}

Description: ${Description}

Category: ${Category}

Sub Category: ${SubCategory}

Assigned To: ${AssignedTo}

Urgency: ${Urgency}

Status: ${Status}

#if( ${Solution} && ${Solution}!="" )

Solution: ${Solution}

#end

#if( ${Notes} && ${Notes}!="" )

Notes: ${Notes}

#end

Click Save.

Why doesn't Remote Control start after the user has confirmed remote control on his desktop?
Please check if you have any other VNC type software installed on the client PC that you are trying to remote control.
In SysAid Server, in System >Asset List in the asset you want to remote control, go to the remote control tab and try to change the default RC port (4228) to a different port and try again.
Please check your client PC, perhaps a firewall/ antivirus / program control software / other security features may block the outgoing connection from the client PC to the server.
Please check your SysAid server machine, perhaps a firewall/ antivirus / program control software / other security features may block the incoming connection from the client PC to the server.

Why do I receive "Remote Control is Forbidden" when remote controlling an Asset ?
Please go to Preferences >RC settings.
Check that "Remote Control to All Computers" is set to "Allow".
Also check that there's no "Except" rule defined (especially Except - Asset "All" - which would basically deny all computers from RC).

SysAid was working properly and then it just stopped (after I restarted the server/service).
Please try the following:
1. Edit wrapper.conf located at: C:\Program Files\SysAidServer\conf
2. Scroll to the last line. Check if the last line is extremely long and is not similar to:

wrapper.java.command=C:\Program Files\Java\jre1.5.0_04\bin\java.exe

3. If that is the case remove the portion of the line that is written after the first java.exe occurrence, this point is shown below in two examples..

wrapper.java.command=C:\ProgramFiles\Java\jre1.5.0_04\bin\java.exe

E.g.2: wrapper.java.command=C:\ProgramFiles\Java\j2re1.4.2\bin\java.exe

4. Save the file. Now restart the SysAid Server service

When I am installing SysAid in Linux with MySQL 4.1 database I cannot make it work.
MySQL 4.1 needs a newer JDBC driver to connect to it.
You need to download a more recent version of the JDBC driver for MySQL 4.1.
Please download it at http://dev.mysql.com/downloads/connector/j/3.1.html ,
extract the archive
and replace ...webapps/sysaid/WEB-INF/lib/mysql.jar
with mysql-connector-java-3.1.10-bin.jar Rename mysql-connector-java-3.1.10-bin.jar to mysql.jar
Now try to run init-sysaid.sh again.

During SysAid installation why do I receive JVM_Bind error when clicking on Check Settings ?
The JVM_Bind error means that the port you are trying to install SysAid Server on (default port 80 / 8080) is in use by other software (e.g. another web server such as IIS).

If you have not ignored that error and did not continue the installation you can simply enter a different port number in the Network configuration page - the last field refers to SysAid's port number. Click "Check Settings" again in order to see that you do not get that error again. You can try any http port, but make sure they are not blocked by your firewall / antivirus software (e.g. 80 / 8080 / 8088 / 8081 and etc.).

If you have ignored that error and finished the installation regardless the error please follow these instructions: To change the port of the SysAid server if you are using the default Tomcat web server (built-in with SysAid) edit server.xml located at:
c:\Program Files\SysAidServer\tomcat\conf\

Search for port="your port number" and change it to a desired port. (In your case search for port="?" or port="0" or the port number that was chosen by default: 80 / 8080) .
NOTE: If you will come across port 8005 - do not change it, it is not your server's port. After you change it you need to stop and start the "SysAid Server" service.

If the steps above did not help please open wrapper.log located at:
C:\Program Files\SysAidServer\logs.
See if you have the error "create[8005]: java.net.BindException: Address already in use: JVM_Bind" - if you do please perform the following:

The error means there is a problem in a port configuration of Tomcat's internal port, apparently it is being used by other application. Please do the following:
1. Go to: c:\Program Files\SysAidServer\Tomcat\conf\
2. Edit the file server.xml
3. locate the string: port="8005"
4. Change its value to any other open port, e.g. 8055.
5. Save the file. Restart the SysAid Server service.

I get "Page cannot be displayed" error when trying to log into SysAid, what should I do ?
Open wrapper.log located at: C:\Program Files\SysAidServer\logs.
Look for JVM_Bind messages. If you see such - note the port number that is written at the line of the error message (or above it).

Read the above answer to: During SysAid installation why do I receive JVM_Bind error when clicking on Check Settings for further assistance.

The SysAid Server service has stopped, when I try to start it, it stops after a couple of seconds, what should I do ?
Open wrapper.log located at:
C:\Program Files\SysAidServer\logs.

Look for  JVM_Bind messages. If you see such a message- note the port number that is written at the line of the error message (or above it).

Then go to During SysAid installation why do I receive JVM_Bind error when clicking on Check Settings for further assistance.

If you do not see such a message open wrapper.log located at:
C:\Program Files\SysAidServer\logs.
Look for an error “can not execute " "C:\ProgramFiles\Java\j2re1.4.2\bin\java.exewrapper.java.command=”.

If you will locate such an error follow the instructions given in answer to SysAid was working properly and then it just stopped (after I restarted the server/service)

Notification is not being sent or received ? What should I check ? Here is a brief troubleshooting guide:
Check if your SMTP server settings are working: send yourself a test message by clicking on the "Send Message" link on the top banner of SysAid.
Enter your SysAid username (and not your email address). See if you get this message. If you get any errors, please list them in your reply.
If you do not  receive your test message, please check if the SMTP server settings are correct:
If you are using SysAid version 3.0.5 and above go to Preferences >Integration > Email.
Check the Outgoing Emails settings. Note: the User / password are needed only if your SMTP requires authentication.

If you are using SysAid 3.0.3 or an earlier version, check the SMTP settings in
serverConf.xml located at:c:\Program Files\SysAidServer\root\WEB-INF\conf\.Look at the <smtpHost> tag. The  <smtpUser> & <smtpPassword> tags are required only if your smtp server requires authentication. If the SMTP host is incorrect - correct the value, save changes and restart the SysAid Server service in Administrative Tools >Services.
If the settings are correct please check the connection to your SMTP server:
Try doing the following:
From the SysAid server machine run:
telnet "your smtp server address" 25
See if you get a response from the smtp server. If you do not get a response, try doing the same with our smtp server:
telnet mail.ilient.com 25
If you  will not  get a response in neither case, there's probably some Antivirus / Firewall / Windows Security update, that is blocking access to this port. Please see if any such software / updates were installed recently on that machine, and check the configuration of existing Firewall / Antivirus software.

Send us the sysaid.log located at:c:\Program Files\SysAidServer\root\WEB-INF\logs\ 
It may contain information regarding your problem.
Go to Preferences >Help Desk Settings >General Settings. Check the "Email notification on new service request with priority" field. See what priority is set (default low - to receive notification on each new SR), and most importantly "Send Email to" field - ensure that you have an administrator Username entered in that field and NOT an email address.
Please send us the following screen shots:
Preferences >Help Desk Settings >General Settings
Preferences >Help Desk Settings >Routing

After SysAid Agent deployment the F11 key assignment was taken by SysAid Agent ,but I need the F11 key for another function.
If your software uses the F11 hotkey and SysAid Agent assigned it to itself follow these instructions to restore F11 key assignment:

What you can do to resolve this problem is as follows: Change the SysAid Agent Hotkey by redeploying the agent with different Hotkey setting in the Deploy Tool (in Edit >Settings) or you can simply change the hotkey in the shortcut properties of SysAid agent that is on the client's desktop.

After you have done that to eliminate the previous assignment do the following:

Go to control panel, Regional and Language options, Advanced Tab, and check the box at the bottom "Apply all settings to the current users account and default user profile". Once that is processed, the F11 key should begin to function normally with the previous application. If the assignment wasn't restored yet, then Log out and Log in to Windows or simply restart the client machine.

SysAid has imported some accounts from LDAP/AD that are not going to use SysAid. How can I disable them so they won't take slots in my license ?

In the new version of SysAid, there is a new feature that actually counts the amount of users/administrators imported from AD/LDAP. So, if you have more users in your AD than in the SysAid license you have purchased, SysAid automatically disables some accounts (randomly) for the number to fit the amount of users in your SysAid license. What needs to be done is as follows:

1. Login into SysAid with an admin account.
2. Go to Preferences > User Management > End User Manager.
3. Click on the rulers icon (Customize List). In the available fields find "Disabled", add it to the visible fields. Click Save.
4. Now what you have to do is to go over your end users, disable those who do not need to login into SysAid, and enable those who need to log into SysAid. In the action listbox above the end user list you have actions added "enable" and "disable". You can click the "Show All" button and manage all the users in one list.
5. In case you have more users that need to be logged on to SysAid than your license allows, you should consider upgrading the license with additional end users.
6. After the procedure is done, verify that the users you have enabled can log in to SysAid.

I am unable to perform automatic deployment when using a login script.
The following text should be added to the network login script.

<Path to SysAidAgent.exe>\SysAidAgent.exe /VERYSILENT /URL <server URL> /account <account id> /serial <serial number> /install once /AllowRegister <Y or N> /AllowRemoteControl <Y or N> /SubmitSRShortcut <caption of the submit service request shortcut> /HotKey 122 /ConfirmRC <Y or N> /RandomMachineID N /AllowSubmitSR <Y or N>

URL, account and serial elements are mandatory.

It is not recommended to cut and paste the above text, as tags < > are not permitted in the login script. Ensure that there is a space before every / in the login script. Here we provide a clear definition of the parameters the valid options and and example of successful login script.

URL – The URL of the server SysAid is running on.
account – The account ID.
serial – Your SysAid serial number located on the bottom of the Downloads page on your local SysAid Server.
install once - This option will only install the SysAid agent if it was not installed before. If SysAid was already installed it will not overwrite it. Therefore you should delete install once if you are now upgrading or redeploying SysAid.
AllowRegister – Permitted values are Y or N
AllowRemoteControl – The permitted values are Y or N. 
SubmitSRShortcut – This is the name your organization gives the caption of the submit service request shortcut, if greater than one word enclose it in " "
HotKey – The hot key number.  Once SysAid is deployed across your network, users will be able to launch the system by clicking a hotkey, for example F11. However login script does not understand F11, it identifies a location of a key within the keyboard from the registry and assigns it according to its numeric placement (e,g. F11 has a value of 122).
Interval – The agent poll interval, in seconds.  To monitor computers, SysAid will occasionally scan them, viewing their details and updating the information it displays.  By default, SysAid will run as a service on computers, contacting the server every given number of seconds.
ConfirmRC – The permitted values are Y or N. Optionally, when an administrator attempts to remote control a computer, that computer’s user must confirm the remote control. 
RandomMachineID – Generate random machine ID.  The permitted values are Y or N.  Generally the default will be N.
AllowSubmitSR - To have a shortcut to SysAid placed on your desktop and to activate the hotkey insert Y. Choose N, not to have a shortcut to SysAid and to deactivate the hotkey.

Example 1- Complete your own details, overwriting the tags < >

<Path to SysAidAgent.exe>\SysAidAgent.exe /VERYSILENT /URL <server URL> /account <account id> /serial <serial number> /install once /AllowRegister <Y or N> /AllowRemoteControl <Y or N> /SubmitSRShortcut <caption of the submit service request shortcut> /HotKey 122 /Interval /ConfirmRC <Y or N> /RandomMachineID N/AllowSubmitSR <Y or N >

Example 2-with completed values

z: \sysaidagent.exe /VERYSILENT /URL http: //10.0.0.10:8080 /account SMITH /serial 3333333 /install once /AllowRegister N /AllowRemoteControl Y /SubmitSRShortcut SysAid /HotKey 122 /Interval 30 /ConfirmRC N /RandomMachineID N /AllowSubmitSR N