SnapComms Server - Retrieving Logs & Resolving Problems

Retrieve Logs Files via SnapComms Server

All Server (IIS App Server) Log files:

C:\Program Files\Snap Communications\Server\Logs

HTTPERR Log files:

%systemroot%\system32\logfiles

IIS/W3 SVC Log files

C:\inetpub\logs\

If requested by SnapComms Technical Support zip the files and forward to us via email: tech.support@snapcomms.com
 

Problems & Solutions

Service unavailable error (Error 503)

Note: IIS 6 is no longer supported. IIS 7 is the minimum requirement for SnapComms software.

1. Check you have administrative privileges on the machine

2. Check the Logon as a Service and Logon as a Batch Job rights have been granted to the specific domain user or built-in network service account. You can use Aspnet_regiis -ga AccountName to grant these and other necessary rights).

3. Restart the IIS application pool.

4. Check the Enable 32-bit applications property is set to True in IIS application pool settings.

5. Check the Load User Profile property is set to True in IIS application pool settings.

6. Check ASP.NET version (2.0 for earlier versions of our software or 4.0) is set to Allowed under ISAPI and CGI Restrictions.

​

For more information on troubleshooting this issue refer to:
http://mvolo.com/blogs/serverside/archive/2006/10/19/Where-did-my-IIS7-server-go_3F00_-Troubleshooting-_2200_service-unavailable_2200_-errors.aspx

This issue could also be:

The application pool can't start or doesn't have the necessary rights. This often goes hand in hand with Event ID 5057 in the application and/or system log.

What to look for:

• Make sure that the password for Application pool identity is valid or still valid. For example if installed as local user/admin many organizations enforce password change policies.

• Check the link to the Microsoft Technet Article describing the event, it’s causes and the possible solutions:http://technet.microsoft.com/en-us/library/cc735291(WS.10).aspx

Connectivity Issues

Check network connectivity (firewalls, network issues, no listener).
Port Checker can be found here:
http://mvolo.com/blogs/serverside/pages/Check-network-service-connectivity-with-PortChecker-tool.aspx

HTTP Error 401.2

Problem:

Windows Authentication mode was selected in the installation of the SnapComms server. Upon trying to access the Content Manager, access is not granted and the error message that is displayed is:

HTTP Error 401.2 - Unauthorized (You are not authorized to view this page due to invalid authentication headers)

This error typically occurs on IIS 7+ when the Windows Authentication role feature has not been installed.

Solution:

Ensure that the Windows Authentication role feature is installed in IIS as below

​

For more information about troubleshooting HTTP 401 errors in IIS refer to:
http://support.microsoft.com/kb/907273

Unexpected error

If this occurs, first try refreshing the web page. Failing this follow these steps:

1. Log out of the Content Manager

2. Close down any open browser windows

3. Re-open the Content Manager and try again

4. If this does not correct the problem please email tech.support@snapcomms.com

License not valid showing in Content Manager

​









If upon logging into the Content Manager you can only see License not valid and no other content, this means your SnapComms instance has become unlicensed due to a recent hardware/software change.

Select Licensing and re-activate your license using Internet or Email Activation:

https://support.snapcomms.com/hc/en-us/articles/19360986859803-Server-Licensing-Internet
https://support.snapcomms.com/hc/en-us/articles/19360970896283-Server-Licensing-Email

IIS 7 HTTP Error 500.0 - Internal Server Error

Solution:

• Either, ensure Enable 32-bit applications is set to False in the app pool settings (for all 3 vdirs)

• Or, go through each vdir, check the handler mappings for AboMapperCustom and ensure it points to “\Windows\Microosft.Net\Framework” if 32-bit apps are enabled or this is a 32-bit server, or to “\Windows\Microosft.Net\Framework64” if 32-bit apps are disabled and this is a 64-bit server

AD changes not updating

Active Directory takes some time to synchronize internally to all domain controllers and also the SnapComms client will only refresh it’s information from Active Directory every 6 hours (default) and transmit that information to the SnapComms server on the next update cycle (which depends on how often the client is configured to connect to the server). So this means that it can take up to 6 hours plus the time at which clients reconnect to the server for a change to be received on the SnapComms server if the default settings are used.

Server Error in '/' Application (error 404)

This error is likely occurring because something else in IIS is using port 80 (causing a conflict). This can happen when at installation you choose to create a new site rather than modifying an existing one. If you stop all other sites in IIS this theory can quickly be tested. To resolve the problem you will need to correct any IIS port conflicts to ensure SnapServer has port 80 free to use.

New Administrators are not appearing

Even if a new administrator has been added in AD, they wont show up in the content manager until their first login and the account is automatically created. Once they login this issue will be resolved.

Duplicate unlicensed servers on licensing screen

​

The servers which are listed as unlicensed will need to be reactivated as follows:

Click the Activate Now link. On the next step, choose E-mail activation. Next, choose to Create an E-Mail activation request. The software will then generate a license activation request. Email this to licensing@snapcomms.com and we will respond with a license activation key.

Once you have received the license activation key from us click the Activate Now link. On the next step, choose E-mail activation. Next, choose Enter license activation key. Now paste in the license activation key that was received.

If this does not work follow these steps to remove the unwanted license using an SQL query:

1. Run the query DELETE FROM System_Server.

2. Restart the IIS service on the SERVERNAME server (issue an iisreset command).

3. Close and re-launch the Content Manager. This time there should only be a single entry for the SERVERNAME server. If this is not the case, stop the IIS service, repeat step 1 then start IIS again

4. As described before, follow the Activate Now process to create a license request, email to us, wait for our response and re-enter the license.

Server not found / page cannot be displayed

For more information on resolving this issue please refer to:
http://mvolo.com/blogs/serverside/archive/2006/10/16/Where-did-my-IIS7-server-go_3F00_-Troubleshooting-guide-for-_2200_server-not-found_2200_-errors.aspx

Advanced troubleshooting

Use FREB (Failed Requests Tracing) to get more detailed logs:
http://learn.iis.net/page.aspx/266/troubleshooting-failed-requests-using-tracing-in-iis/

Instead of the specific error 404.2 in the tutorial use either a range like “300-600” (everything below 300 is NO error!) or a specific error message as shown in the browser.

If errors only occur in HTTPERR logs:
Enable HTTP API Logs and send back:
http://support.microsoft.com/default.aspx?scid=kb;en-us;820729

No images or page formatting

The IIS Static Content feature is likely not installed on the server. This stops IIS from being able to serve static files like images, stylesheets and javascript files, which is why the user view has no images or styling applied.

Also, the IIS Static Content feature must be installed prior to installing the SnapComms Server application. If not this can result in the IIS Handler Mappings >> StaticFile handler mapping being configured incorrectly.

The StaticFile handler mapping needs to list out which modules should be invoked to try to handle static file requests. This must include the StaticFileModule module for static content to work correctly.

If the SnapComms Server applications is installed without having the IIS Static content module installed prior, even if the IIS Static Content module is enabled then subsequently installed, it results in missing StaticFile handler mappings in the StaticFIleModule entry.

The solution is to add the StaticFileModule to the list of modules under the IIS Handler Mappings >> StaticFile handler. Change for example DefaultDocumentModule to StaticFileModule,DefaultDocumentModule. Do this for all the SnapServer virtual dirs/applications.

IIS started breaking out the features in IIS 7 so first check if you have IIS 7 and if so, ensure all the required IIS features are installed, including the Static Content feature. The required IIS role features are shown in this image:

​
 

Windows Authentication Installation

The SnapServer must be configured in Standard Authentication mode for the first-run to occur. After the first run you can then reconfigure it to use Windows Authentication mode. Ensure you have added Windows Authentication Role to your IIS Server.

If using IIS6 (no longer supported) and a domain account for the application pool (COMPANY\snapserver) instead of the default network service or local system and using Windows Authentication to access the IIS application you must run the SetSPN command. http://support.microsoft.com/kb/929650. This will add a service principal name for the server’s NetBIOS name and FQDN to register is against the service account (COMPANY\snapserver). This step is necessary.

System.Runtime.InteropServices.COM' exception

Problem:

The following appears in the server setup log:

2011-10-13 09:09:34.0016 Setup|INFO: Creating website: SnapServer...2011-10-13 09:09:34.0123 Setup|ERROR: Fatal installation error: System.Runtime.InteropServices.COMException (0x80005000): Unknown error (0x80005000)

Cause and Solution:

This is triggered when the Active Directory Service Interface (ADSI) for IIS is not active or not installated. IIS on Windows 2008 Server does not install an ADSI provider by default.

You can do this by following these steps:

1. Click Start, click Administrative Tools, and then click Server Manager.

2. In the navigation pane, expand Roles, right-click Web Server (IIS), and then click Add Role Services.

3. In the Select Role Services pane, scroll down to IIS 6 Management Compatibility.

4. Click to select the IIS 6 Metabase Compatibility and IIS 6 Management Console check boxes.

5. In the Select Role Services pane, click Next, and then click Install at the Confirm Installations Selections pane.

6. Click Close to exit the Add Role Services wizard.

After the role service is setup please re-install SnapServer