Management Tool Related Issues


The following table provides a list of issues related to the Management Tool along with their causes and possible solutions.


Issue

Cause/Solution

The HTTP 500 Internal Server error is displayed when I try to connect to the Management Tool using Windows 7.

  1. Run the command prompt (cmd.exe) as the administrator.
  2. Enter cd %windir%\Microsoft.NET\Framework\v4.0.xxxxx\aspnet_regiis.exe –iru (for a 32-bit machine) or: cd %windir%\Microsoft.NET\Framework64\v4.0.xxxxx\aspnet_regiis.exe –iru (for a 64-bit machine). For example: cd C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe –iru
  3. Press Enter.

The License Management function is unavailable and I cannot assign licenses to Clients.

Make sure you have administrative Client Installation and Management and License Management permissions.

In Single-Tenant mode, if you have these permissions, but the License Management function is still unavailable, then your copy of the application is not licensed. Please purchase serial keys and either activate them online or activate them on your vendor’s licensing website and then add them offline.

In Multi-Tenant mode, if you are a user of a tenant other that the default tenant, contact your technician to make sure the licenses have been granted to your tenant.

I have no Internet connection on the computer where the Application Server is installed, and cannot therefore activate the serial keys.

You can activate the serial keys on the vendor's licensing website and then add the activated keys on the computer where the Application Server is installed.

I have reinstalled/updated the Application Server and now there are no activated serial keys in it.

  • If you activated the serial keys online, after you reinstalled or updated the Application Server, the activated serial keys will be synchronized automatically. For this purpose, you need to have an active Internet connection during the first startup of the Application Server.
  • If you used offline activation (i.e. added activated serial keys), you need to add the serial keys in the Management Tool again.

The list of domain computers is empty during Client installation.

This issue may be caused by network or Windows issues (e.g. your computer cannot connect to the local area network). If there are no network problems, try searching for computers using the Deploy via IP Range option. To install Clients in this way, on the Computers Without Clients page, click the Deploy via IP Range button.

The list of the domain computers is not complete during Client installation.

Ekran System obtains the list of domain computers using standard Windows methods which do not always provide the full list of computers.

The target computer is out of the domain.

If the DNS settings of your computer network allow, you can:

  • Search for computers using the Deploy via IP Range option. To install Clients in this way, on the Computers Without Clients page, click the Deploy via IP Range button.
  • Create an installation package and install a Client locally on the target computer. To generate an installation package, on the Computers Without Clients page, click the Download Installation File button at the top, and then select the type of installation file you want to download. Once the installation file is downloaded to your computer, you can start installation.

I have assigned a Terminal Server Client license instead of a Workstation Client license to the Client, or I have assigned a license to the wrong Client.

Any license can be unassigned from any Client at any time.

There are some Clients that I did not install.

These may be old Clients that were installed previously. You can either uninstall them remotely using the Management Tool, or locally on the Client computer.

I do not receive email notifications, although the parameters are correct.

Make sure you are not using Microsoft Exchange Server 2010, which is not supported.

Some of the Management Tool functions are not available.

Make sure that you have the corresponding permissions for these functions.

The Management Tool page is displayed incorrectly.

Try clearing the browser cache and cookies and signing in again.

Some of the navigation links are not displayed on the Management Tool page.

Try cleaning the browser cache and cookies and signing in again.

I do not want to provide the user with access to all Clients.

By defining the Client permissions for the user in the Management Tool, you can define which Clients the user will have access to.

I forgot the password of the internal user.

Contact the administrator, and ask them to change the password.

I forgot the password of the tenant admin.

If the tenant admin was registered via email, please contact your technician and ask him/her to send you an email with a new password.

If the tenant admin is a domain user, contact your system administrator.

The user is able to perform actions that are supposed to be prohibited for them (e.g. the user sees Clients that they do not have permission to see).

Check the groups which the user belongs to. He/she might have inherited some new permissions from these groups.

I have not received any reports or alert notifications by email.

Check your Spam folder.