Troubleshooting Guide

This guide lists solutions to common problems and frequently asked questions relating to TSM 7.

[] During the installation of the TSM application server, any errors may appear if the installer isn't given sufficient access. To resolve this:

1. Log in to the server using a Windows account that has full administrative privileges on the local server.
2. Ensure the current account has NTFS security permissions to write to the installation directory.
3. When first running the installation program, right-click on the icon and choose 'Run as Administrator'.
4. Temporarily disable UAC and run the installer again if the previous steps do not resolve the issue.
5. If choosing to install a new SQL server, ensure no existing instances of PostgreSQL have been installed, and the 'postgres' Windows account has not already been created as a Local User.

Errors indicating the TSM server could not start are usually due to Java problems. To fix:

1. Uninstall all existing copies of Java, and install the latest 32-bit version available.
2. Add the installation location of Javaw.exe to the Windows path variable. To do this, right click on 'Computer' in the Start Menu, select Properties, then Advanced System Settings, and click the Environment Variables tab. 'Path' can be found in the System Variables section. Add “;C:\Program Files (x86)\Java\jre7\bin” (no quotes) to the end of the line.

[] When first running the TSM client, security dialogues may appear, prompting to allow running on various plugins. If you are unable to OK through these prompts:

1. Close all instances of Javaw.exe in the Process tab of Windows Task Manager.
2. Open the Windows Control Panel and click Java.
3. Go to the Advanced tab, scroll down to 'Advanced Security Settings', check the 'Enable online certificate verification' option, and click Ok.
4. Start TSM again, and on any security prompts which appear, check 'Always trust content from this publisher' and click 'Run'.
5. Once TSM has started, re-open the Java Control panel and uncheck the 'Enable online certificate verification' option.

If the TSM application server becomes unresponsive, it will need to be restarted. To do this:

1. Log in to the server hosting TSM as a Windows Administrator.
2. Open the Windows Services applet by typing 'Services' in the Start Menu search (or right click on 'My Computer', and select Manage, expand Services and Applications, and click Services).
3. Locate the 'tsmapplicationserver' entry, right-click on it and select 'Restart'.
4. Open a browser and enter: http://127.0.0.1:8080/servoy-admin/ (change the port number if different for your installation). If the Servoy Server Status screen appears, the application server is running.

[] Any errors which occur when first starting TSM on a workstation may be resolved by resetting the local client. To do this:

1. Close the TSM client. Use Windows Task Manager to end the Javaw.exe process to force a close.
2. Open the Windows Control Panel (by clicking on the Windows Start menu, then Control Panel) and click Java.
3. Click the 'Settings' button on the General tab.
4. Click 'Delete Files', check all the available options, and click Ok.
5. Re-download the JNLP file from the TSM application server and run it on the workstation.