Appendix A: Troubleshooting

Message/Indicator:

The AppFabric fails to install with a 1603 error. This can occur on server 2019.

Cause:

This issue can occur when the AppFabric was previously installed and then removed. The installer creates an install log file in %temp%. Scroll to the bottom of the log to find what caused the issue.

Resolution:

If there is a 1379 error stating that the AS Observers group already exists, open the computer manager, remove the group, and then attempt the installation again.

Message/Indicator:

  Loading python DLL, LoadLibrary: Access Denied.

Cause:

The SetupKit errors out with a Python37.dll error on the SQL server.

Resolution:

Turn off HBSS.

Message/Indicator:

Upgrade does not start if .NET Core 6.x is installed.

Cause:

7.15 SE-3 requires .NET Core 6.x to be installed, but the base upgrade does not proceed with it installed. Editing the config files to reflect using .NET Core 6.x does not work.

Resolution:

Start the upgrade with .NET Core 3.x and then update .NET core to 6.x only when installing the 7.15 SE-3 patch. 

Message/Indicator:

Certificate Chain Error during installation. A connection was successfully established with the server, but then an error occurs during the login process. (Provider: SSL Provider, error: 0 - The certificate chain was issued by an authority that is not trusted.) Athocinstall\setup.kit.iws\components\comp_db\run\Modules\ModuleDB.psm1:39 char:22.

Cause:

The

moduledb.psm1

and

setup_comp_db_auth.ps1

files are missing the Encrypt='Optional' parameter.

Resolution:

Modify lines 36-37 in the

moduledb.psm1

file and line 150 of the

setup_comp_db_auth.ps1

file to include the Encrypt='Optional' parameter.

Example:

$auth=@{serverinstance = $sql_server_instance;}
               if($admin_db_auth -eq "sql"){$auth=@{serverinstance = $sql_server_instance;UserName=$admin_db_user;Password=$admin_db_pw;Encrypt='Optional'}}

Also, update the app server registry string to include the

TrustServerCertificate=True

; parameter.

Message/Indicator:

The installation stops because the following prerequisites are missing on the server. Install these components first:

<List of Missing Prerequisites>

Cause:

The listed prerequisites are not installed.

Resolution:

Install the missing prerequisites.

Message/Indicator:

No additional message

Cause:

During a new installation, the

ngad

user password does not meet

Microsoft SQL Server

password requirements.

Resolution:

Do not use the default password for

ngad

Enter a custom password that meets the strong password requirement of

Microsoft SQL Server

.

Message/Indicator:

The operating system returned the error "5(Access is denied." while attempting to "restoreContaininer::ValidateTargetForCreation" on <path>."

Cause:

Microsoft SQL Server

service account does not have permission to create files.

Resolution:

Change the service account to “Local System account.”

Message/Indicator:

No additional message

Cause:

The transaction log for database NGADDATA is full.

Resolution:

Shrink the NGADDATA database and back up the transaction log.

Message/Indicator:

No additional message

Cause:

The Application server logon account did not have a logon on the Database server, or did not have a

Microsoft SQL Server

logon with system administrator rights.

Resolution:

Grant the correct permissions or switch to an account that has the correct permissions.

Message/Indicator:

3a CreateUsers Error running ATH_CREATE_USERS sp: error -2147217900, exec dbo.ATH_DROP_USERS @dropLogin = 1

Cause:

Microsoft SQL Server

is configured to require strong passwords, and the user chose to use the default password for the ngad database user, which does not meet strong password requirements.

Resolution:

Do not use the default password for ngad. Enter a custom password that meets the strong password requirement of

Microsoft SQL Server

.

Message/Indicator:

Library not registered

Cause:

Scrrun.dll

is not registered. This error occurs when one of the custom actions executes a

CreateObject

on

Scripting.FileSystemObject

. This error occurs on some locked down systems.

Resolution:

Register the 32-bit version of

scrrun.dll

.

Message/Indicator:

Unspecified error

Cause:

A connection to the database server could not be made and returns the COM error code: E_FAIL "Unspecified error", which is a generic return code when a COM method call fails.

Resolution:

Make sure that the

Microsoft SQL Server

service is running or call

BlackBerry AtHoc

customer support.