Below are several common error messages and their associated resolutions that can occur while setting up and accessing CloudNine™ Explore Web.
TimeZoneOffset field is required
Error Message
Login was unsuccessful. The TimeZoneOffset field is required.
Possible Causes
1.Internet Explorer running in compatibility mode.
2.JavaScript not enabled for browser.
3.Cookies not enabled for browser.
Resolutions
For cause 1:
1.Turn off compatibility mode in Internet Explorer (Tools menu > Compatibility View Settings).
2.Ensure that the site is NOT listed in the sites for compatibility view AND the make sure the following 2 check-boxes at the bottom are NOT selected.
•Display intranet sites in Compatibility View
•Display all websites in Compatibility View
For cause 2 and 3:
•Confirm security settings of browser, and ensure JavaScript and cookies are enabled.
Unable to authorize application on license server
Error Message
Login was unsuccessful. Unable to authorize application on license server.
Possible Causes
1.License server setting incorrect.
2.License server has been changed.
Resolutions
Restart IIS Service:
1.Start > run > services.msc
2.Stop the World Wide Web publishing service
3.Start the World Wide Web publishing service
If problem still persists, confirm the current license server setting is pointing to the expected server.
From SQL Server Management Studio, connect to the SQL Server and database that is being used for the CloudNine™ Explore Management Store (ie (local).EDA Management). If you are not sure of the current Management Store, either the web.config can be checked looking at the EDA_ManagementConnectionString or use the CloudNine™ Explore Web Configuration Utility to confirm.
View the settings in the CloudNine™ Explore Management db within the table dbo.EdaSharedProperties. The name of the setting is LicenseServer and the value column contains the server name.
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If making changes to the settings in the database, the IIS service must be restarted on the Web server to pick up the change. This requires an IIS Service restart and not just a restart of the Web site. If the license server setting is correct, then it may be that the license server is not operating properly (possible restart required of the license server) or that the recent value change and the Web application are still trying to use the old value. The CloudNine™ Explore Web application will check the license server setting automatically once each day (processing the first request after midnight). Restarting the IIS service will force the Web application to check the server setting on application start. |
No licenses available
Error Message
Login was unsuccessful. No licenses available.
Possible Causes
1.Installed CloudNine™ LAW version is older than version 6.3.37.
2.Licenses are not refreshed.
3.All CloudNine™ Explore Web licenses are already in use.
Resolutions
•Confirm CloudNine™ LAW version 6.3.37 or later is being used. This is the minimum version required since this is the first version to support CloudNine™ Explore Web.
•Refresh licenses and confirm CloudNine™ Explore Web licenses are listed.
oFrom Law Profile Manager select File> Refresh License From Internet.
oAfter refresh complete, click the Advanced button and look at the licenses for the key(s). Confirm the ED Analyzer: Web User shows the expected number of licenses.
•If some users are able or have been able to connect then it is possible that the number of licenses purchased does not match current usage needs. Current licenses in use can be confirmed from the Law Profile Manager. Click the Advanced button and look at the licenses for the key(s). Then confirm the ED Analyzer: Web User license shows the expected number of free licenses and licenses that are in use.
The user account is locked
Error Message
Login was unsuccessful. The user account is locked, please contact the site administrator to unlock the account.
Possible Causes
After 5 incorrect login attempts within 10 minutes, the user account is automatically locked
Resolutions
•The account will unlock automatically 1 hour after last failed attempt.
•An administrator user can unlock the account.
General Website Error
Error Message
General Website Error. Sorry, an error occurred while processing your request.
Possible Causes
Various causes. This is a generic message sent back to the browser when an exception has occurred on the server. The details of the error are not sent to the browser for security reasons.
Resolutions
Navigate to the URL http://localhost/elmah.axd from a browser local on the Web server to identify the error details which can then be used as a starting point for troubleshooting. (Please see Installing CloudNine™ Explore Web more information on error handling and ELMAH).
No cases available
Error Message
No cases available.
Possible Causes
The current user account has not been assigned to any cases.
Resolutions
Have an administrator assign the user to a case or cases from the Administration module in CloudNine™ Explore Web.
Unable to open case
Error Message
Unable to open case - unspecified error
Possible Causes
Various causes.
Resolutions
Navigate to the URL http://localhost/elmah.axd from a browser local on the Web server to identify the error details which can then be used as a starting point for troubleshooting. (Please see Installing CloudNine™ Explore Web more information on error handling and ELMAH).
Invalid Case Directory
Error Message
Invalid Case Directory: Unable to open case. Please verify the location of the case directory. Case directory not found at: <CASEDIRECTORYPATH>
Possible Causes
1.Case directory does not exist.
2.Case directory is not accessible.
3.The account used for the CloudNine Explore Web IIS application pool does not have permissions to the location.
Resolutions
•Confirm that the directory specified in the error message is correct and does exist.
•Confirm that the directory is accessible from the Web server to that location.
•Confirm that the account used by the CloudNine Explore Web IIS application pool has permissions to the case directory specified.
The application pool identity that is configured can be confirmed or changed in Internet information Services Manager (Start > Run > inetmgr). Click Application Pools in the left pane under the server name. In the center pane, right-click CloudNine™ Explore Web and then click Advanced Settings. The identity setting under the Process Model section shows how the Web app will access the resources.
After confirming the identity being used by the application pool, confirm that account has access to the case directory. This can be done from Windows Explorer. Navigate to the directory and right-click the folder. Select security and confirm the account has access.
Below is an example of adding the ApplicationPoolIdentity account access to the case directory (note: this account can only be used if the Web server also has the case directories and SQL Server all on the same box, if that is not how your components are deployed then either a Network Service account or specific user account in the domain should be used for the application pool identity)
Add IIS APPPOOL\CloudNine™ Explore Web as a user to give rights to case directory:
1.Open case directory from Windows Explorer.
2.Right-click Case folder.
3.Click Add.
4.Set ‘location’ to that machine.
5.Add IIS APPPOOL\CloudNine™ Explore Web and give full control.
SVG Support Required
Error Message
SVG Support Required. This feature requires a browser with SVG support.
Possible Causes
1.Browser does not have SVG support.
2.Browser does not have support for ECMAScript 5.
Resolutions
Use any one of the supported browsers. See Supported Client Browsers in the System Requirements.