Troubleshooting tips

Occasionally you may encounter a situation with the OpenForms 360 components where they may not function properly. Refer to the information in this chapter to help you resolve the situation before calling Technical Support.

Problem Possible Cause Solution
The following error message is displayed at any time during the installation: Error registering OpenFormsCapture.dll or Error registering OpenFormsRoute.dll. The installation of  .NET Framework 3.0 failed.
  1. Reinstall .NET Framework.
  2. Uninstall OpenForms 360 components and reinstall them.
During the configuration of the OpenForms 360 server the SQL Server databases are not listed in the Select or enter the database name field of OpenForms 360 Server Configurator.
  • The Firewall is ON.
  • The SQL Server Remote connection is set as local only.

Turn OFF the Firewall and see if the SQL Server databases are listed if it is a local server. If the Firewall is turned off and the databases are still not listed, complete the following:

  1. Click Programs > Microsoft SQL Server 2005 > Configuration Tools > SQL Server Surface Area Configuration.
  2. Select the Surface Area Configuration for services and connections.
  3. Select the SQL Express or the instance that you are using and select the 'remote connections' node.
  4. Click the Local and remote connection radio button.
  5. Click the Using both TCP/IP and named pipes radio button.
  6. Apply the changes and see if you can see the SQL server databases.
Note: This fix is given only with an assumption that the SQL Server was installed properly without any errors and the server is listed in your domain.
The Windows group browser displays groups only from group scope - Domain Local and Group Type - Security while the other groups are not listed. The Windows group filters all other groups besides group scope - Domain Local and Group Type – Security. There is no fix for this instance. This is by design.
An error message appears as you attempt to save a configuration in OpenForms 360 Server Configurator and a red exclamation mark is on either one of the Web Service text fields.
  1. The URL for Kerberos authentication is the same as the URL for the user name and password authentication.
  2. The URL for the Kerberos authentication starts with net.tcp.
  3. The URL for the user name and password authentication starts with https.

The URL for Kerberos authentication and the URL for a user name and password authentication cannot be the same. The URL for Kerberos should start with net.tcp. The URL for user name and password should be https.

Note: Changes made in the Validators list do not require restarting the service.

The following error message appears as you attempt to save a configuration in OpenForms 360 Server Configurator: There are input errors on the form. The configuration has not been saved

You have not populated all required fields. Locate the red exclamations mark and enter the related data.
The connection between the AutoStore service, OpenForms 360 Professional or OpenForms 360 Validation fails after some changes were made in OpenForms 360 server Configurator. Changes made in the Server tab of OpenForms 360 Server Configurator were either not saved or after making the changes the OpenForms 360 server service was not restarted in order to implement the changes.

Perform the following:

  1. Restart the OpenForms 360 server service.
  2. Reconnect to the OpenForms 360 Server.
When adding a user or group to the Validators list in the OpenForms 360 Server Configurator window, only users are listed but not groups. The group check box is not selected in the Object types. When you are selecting a user, click Object types and select the group check box. All groups should be listed along with the users.
The OpenForms 360 Server service cannot be started.

The OpenForms 360 Server configuration file has not been saved at install_Directory\OpenForms 360 Server\.

The connection to the database server was lost.

Check that the OpenForms 360 Server config file is saved at install_directory\OpenForms 360 Server\. Also check that the database server is running, and the database can be connected. Check the Event Viewer for any errors.
The following error is displayed after you click Tools > License Manager: System.Runtime.InteropServices.COMException (0x80004005): Error HRESULT E_FAIL has been returned from a call to a COM component. The OpenForms 360 Server service is not running.

Perform the following steps:

  1. Close the OpenForms 360 Server Configurator form.
  2. Open a Windows Command Prompt window.
  3. Change the directory to install_directory\OpenForms 360 Server\
  4. Run the following command:
    OpenFormsServer.Service.exe \u

    This command uninstalls the OpenForms 360 Server service.

  5. Then run the following command:
    OpenFormsServer.Service.exe \i

    This command installs the OpenForms 360 Server service.

The shortcut menu does not appear after you right-click a field. The connection to the database has been lost or the database is not properly attached. Reconnect to the database.
When you save the OpenForms 360 Server configuration, the following error message is displayed: Start Index cannot be larger than length of string. Parameter name: startIndex You connected to the server but did not connect to the database. Click the browse button next to the Connection String field and select the server name from the Server Name list box. Then select the database from the Select or enter a database name list box.
The link in the Connection String field is as follows: Data Source=machine_name\ART;Integrated Security=True You are connecting to the Master database by default, because the database is not attached. After you connect to the SQL Server, attach the database and make sure that the Connection String field displays the database name so that Initial Catalog displays Data Source=machine_name\ART;Initial Catalog=OpenFormsDB;Integrated Security=True”.
When connecting to OpenForms 360 Server through OpenForms 360 Validation or OpenForms 360 Professional, you get the following error message:
The socket connection was aborted.
This could be caused by an error processing your message
or a receive timeout being exceeded by the remote host,
or an underlying network resource issue.
Local socket timeout was '00:00:59.3906250'.
An existing connection was forcibly closed by the remote host
The OpenForms 360 Server service is not running. Start the OpenForms 360 Server service.
When connecting to the OpenForms 360 Server through OpenForms 360 Validation and you get the following error message: Access Denied The reason for the message is one of the following:
  • The currently logged-in user is not listed in the Validators list.
  • The OpenForms 360 Server service is not running.
  • The currently logged-in user has lost access permissions.
Perform one of the following corrections:
  • Make sure the Validator is added to the Validators list in the OpenForms 360 Server OR.
  • Restart the OpenForms 360 Server configurator OR.
  • Log off and log back on to restore the validators permissions.
You have successfully connected to the OpenForms 360 Server through OpenForms 360 Validation but cannot view any files under Batch list. One of the following could be the cause:
  • During the configuration of the OpenForms 360 server the Sitemap file was not assigned by being added to the currently logged-in user.
  • Upon the recognition process the files were marked as "validated" and retrieved by the OpenForms 360 Capture component. These files will not be visible in the OpenForms 360 Validation.
Make sure the desired Sitemap project is added to the currently logged-in user.