SnapComms Client / App - Retrieving Logs & Resolving Problems

Retrieve Logs Files via SnapComms client / app

Open the Message History Window and click Settings > Diagnostics > View Log File

If requested by SnapComms Technical Support click Save to file... and forward this to us via email.

Retrieve Log Files Manually

If the Settings option is not there it may have been disabled by your Administrator and you will need to manually navigate to the location of the log files.

Click Start > Run >
Type the following:

%TEMP%\SnapClient\%USERNAME%\Logs

Problems & Solutions

Installation error (1305)

Problem:

The installer does not have sufficient permissions to complete the installation successfully.

Solution:

• Ensure the SYSTEM user has at least Read permissions to the directory containing the MSI file and the MSI file itself. For more information on this error refer to the document attached to this article below.

Installation error (2230)

Problem:

This error (or occasionally also other error numbers/codes) appear on installing or de-installing the SnapComms client / app. A possible cause is one of temp folders (either the global windows/temp or the per user temp) are locked down and do not have the required access rights. This can happen due to extremely locked machines or very restrictive security software in place.

Solution:

Make sure that the active user or the MS installer files have full access to the folders c:\windows\temp and the folder specified through the %temp% variable - typically c:\users\{username}\local\temp.

Installation error (2755)

Problem:

The installation is failing to complete or not running correctly.

Solution:

This problem could be occurring due to one or more of the following reasons:

• The location of the installer is on an encrypted directory. Place the installer in a non-encrypted directory and re-run the installer.
• There is a corrupted version of Windows Installer engine on the machine. Re-install the Windows Installer Engine or update to Windows Installer 4.5. http://www.microsoft.com/download/en/details.aspx?id=8483
• The installation does not have access to the Temp directory, the default Temp directory of the machine is not clean or the Temp directory does not have enough space to run the setup.
• The installation is being run over a Terminal Server or mapped network drive. Run the installer from a local location.

Error in Calling HttpSendRequest (12002)

Problem:

This is occurring due to a timeout. The client cannot connect through the proxy or firewall, proxy settings are not configured correctly or firewall rules are not set correctly.

Solution:

• Ensure client proxy settings are configured correctly.
• Ensure firewall access rules allow SnapComms URL's and IP address's, ports 80 (HTTP) and 433 (HTTPS), including URL's and IP's of SSL and code-sign certificate authorities.
  Check this document for URL's that must be allowed:
  SnapComms Desktop Application and Network Safe Listing Requirements

Error_Internet_Name_Not_Resolved (12007)

Problem:

DNS is not configured correctly, general network connectivity is failing.

Solution:

• Check basic network connectivity is active and configured correctly.
• Ensure DNS is configured correctly and working.

The attempt to connect to the server failed (12029)

Problem:

Also known as 'ERROR_INTERNET_CANNOT_CONNECT' and related to basic network connectivity from the client to the server.

Solution:

• Ensure the server can be pinged on the client machine.
• Ensure DNS is working and the client machine can resolve the server name.
• Check ports 80 (HTTP) and 443 (HTTPS) are open on the firewall.

Error_Internet_Invalid_CA (12045)

Problem:

The root certificates on the machine are not up to date.

Solution:

• Run a full Windows Update to obtain the latest root certificates from Microsoft.

In most cases updating the machines root certificates using windows update should resolve this issue. If not, check they are installed and working correctly:

1) On one of the machines not connecting open internet explorer and navigate to the following 2 urls (note the https):
https://svc.snapcomms.com
https://content.snapcomms.com

Is any kind of error message or certificate warning displayed? Does the page load right away?

2) In the SnapComms client / app folder on the machine (C:\Program Files (x86)\SnapComms\App\xxx), right click any of the .dll files, click the Digital Signature tab, click Details > Does the window say the digital signature is OK?

Error in Calling HttpSendRequest (12057)

Problem:

The SSL connection negotiation is failing when trying to fetch the latest Certificate Revocation list from our SSL certificate authority, Let's Encrypt.

Solution:

• Ensure that the CRL uri is safelisted on your firewall or web proxy, as clients need to be able to download the revocation file. At the time of writing, this url was http://e5.c.lencr.org/70.crl. The current url can be found by looking at the CRL Distribution points field in the certificate.
• Ensure firewall access rules allow SnapComms URL's and IP address's as described in https://support.snapcomms.com/hc/en-us/articles/19361020210715-SnapComms-Desktop-Application-and-Network-Safe-Listing-Requirements
• To further validate this issue - temporarily turning off the 'Check for server certificate revocation' on the affected computer (in Internet Explorer->Tools->Internet Options, Advanced tab) and see if messages are now able to be received by the user - if messages are able to be received with the Check for server certificate revocation' turned-off but not when this option is turned-on, the issue relates to needing to ensure client machines can download the crl file above.

Error_HTTP_Redirect_Needs_Confirmation (12168)

Problem:

307 redirects are being returned by the web proxy.

Solution:

• Ensure the correct *.snapcomms.com URLs are allowed through the firewall and web proxy. See below for the list of URL's that must be allowed:

svc.snapcomms.com, content.snapcomms.com, download.snapcomms.com

SSL issues

If the clients SSL functionality is not working correctly it may still be trying to connect via HTTP instead of HTTPS. You will need to ensure you've repackaged the client using the client packaging tool with the SSL option on. You will then need to reinstall the client on any applicable machines.

For testing you can also use the attached snapcomms_client_enablessl.reg file to set the required changes in the registry of the client machine. You will have to kill the snapcommsclient.exe from the task manager to force a reload of the settings when it is automatically restarted after a few moments. You can of course just repackage and install.

If you have done that and it is not working enable Debug logging on the client. Depending on the client version you have you can either do this by enabling it in the Diagnostics tab or alternatively use the attached snapcomms_client_enabledebugmode.reg on the client. Again, kill the snapcommsclient.exe from the task manager to force a reload of the settings when it is automatically restarted after a few moments.

Please then forward the new (more detailed) log files to our technical support team for further investigation.

C:\Users\users login name\AppData\Local\Temp\SnapClient\users login name\Logs

Port Testing Tool

You can use this tool to check port visibility for a certain site. Useful to see if port 443 (SSL) is open on a client machine. Attached to this article, also downloadable from:

https://sites.google.com/site/testporttester/ 

Proxy Authentication Errors

Problem: Every time the Snapcomms client / app starts, the user is prompted to authenticate. If they enter their old domain account credentials, they can authenticate.

Solution: The user has possibly had their account migrated from one domain to another. In addition, their username was possibly changed. Snapcomms is passing through an authentication error from the proxy server. Correct the proxy server settings.