Troubleshooting

This section provides solutions for the most common problems found during the installation.

If these errors are surfacing, identify them and check if there are corrective actions to fix them.

If your problem is not listed below, contact SoftExpert support to report it. Remember to collect as much information as possible, such as logs, evidences, screenshots, and to mention the log path.

During the equalization step

Problem	Solution
java.net.ConnectException: Connection refused: connect:	Check the database connection, especially whether the database IP is correct, and check if the machine is connected to the database.
password authentication failed for user...	Check the user and/or password configuration.

Installation script return

Problem

Solution

Your Windows is out of date, install any pending updates and rerun the installation script.

It will be necessary to update your system and run the previous script again.

Check the installation guide for necessary hardware requirements!

Machine does not meet specific hardware requirements...

Check if the system fits into the requirements through the system requirements documentation.

During SoftExpert Suite initialization

Image export errors related to NodeJS, or problems during the PDF export in the Analytics component:

Check with your IT department, as it will be necessary to disable the following module, and/or similar, in your antivirus.

internetmodule

There may be a block of a specific request made in the URI: https://"yourdomain"/softexpert/rest-read/export/v1/path.

Thus, it is necessary to disable it for the application to function.

Error: hnsCallRawResponse: hnsCall failed in Win32: You were not connected because a duplicate name exists on the network. If joining a domain, go to System in Control Panel to change the computer name and try again. If joining a workgroup, choose another workgroup name.

Execute the following command:

docker network prune

Then, try starting again. If the same error occurs, run the commands below:

hnsdiag list networks

Search for a network with nat; then, copy the ID and run the command, switching {ID} by the listed ID:

hnsdiag delete networks {ID}

Then, try starting the application again.

If, after the start, SoftExpert Suite is not automatically up, check the credentials used in the service configuration.

It is recommended to perform the service configuration procedure again.

Remember that the user must have admin permission.

During the controlled directory configuration

Problem

Solution

docker: Error response from daemon: hcsshim::CreateComputeSystem 6146dc5a512486e37bbde6a8a454380725c96365671df72248ac5ecc57e03d65: Access is denied

Check the permission in the SoftExpert Suite folder and/or the shared disk permission. The user that connects to the shared folder must have all permissions.

Remember that the folder must be shared to the Network; in the sharing configurations, the public network must be on.