Troubleshooting Tips

There are a few configuration files containing settings that can be modified to help troubleshoot issues that may arise.

For example, the main "Management Server" windows service configuration file with a default installation is located here: "C:\Program Files\NovaStor\NovaBACKUP Central Management Console\Service\ManagementServer.Service.WindowsServiceHost.exe.config"

When this file is modified, the internal services will automatically restart and use the latest changes.

If the configuration file contains errors, the windows service will not start.

If the windows service is already started, it will automatically stop.

In both cases, errors will be logged in the app_tracelog.svclog file in the Logs directory by default.

For example, with a default installation, it is located here: "C:\Program Files\NovaStor\NovaBACKUP Central Management Console\Service\Logs"

Also, if using the standalone web server, the main "Management Web Server" windows service configuration file with a default installation is located here: "C:\Program Files\NovaStor\NovaBACKUP Central Management Console\WebRoot\Web\bin\ManagementServer.WebServer.WindowsServiceHost.exe.config"

These files can be edited in a simple text editor (ex. notepad).

The Management Service may not be started.

The Management Service must be started to be accessible. Run the Services control panel and start the "Management Service" windows service. If it fails to start, see the "How to enable logging for the 'Managment Server' windows service" section in this topic for troubleshooting.

The Web Server may not be started.

The Web Server must be started to be accessible. Depending on which web server hosts the console application, run the Services control panel and start the appropriate windows service:

If using the standalone web server, start the "Management Web Server" windows service. If it fails to start, see the "How to enable logging for the 'Managment Web Server' windows service" section in this topic for troubleshooting.
If using Internet Information Services (IIS), start the "World Wide Web Publishing Service" windows service.

A firewall may be blocking one or more required ports.

If the Management Service is behind a firewall, make sure its configured port is open. The port number was specified during installation and saved in the "Management Server" windows service "system.serviceModel.services.config" configuration file. You can launch the Server Administration utility to quickly view and optionally edit the port number. The Management Service uses the TCP protocol.

If the web server is behind a firewall, make sure its configured port is open. The port number may have been specified during installation and saved in the main "Management Web Server" windows service configuration file if the standalone web server was selected.

The Management Service address may be incorrect.

The Management Service address must be configured correctly to be accessible. The server address was specified during installation and saved in the "Management Server" windows service "system.serviceModel.services.config" configuration file. You can launch the Server Administration utility to quickly view and optionally edit the server address.

How to enable logging for the "Management Server" windows service

Open the main "Management Server" windows service configuration file, unless otherwise specified, perform the steps outlined below, and then save the file. This generates a fairly large amount of trace data in the Logs directory. After you are done troubleshooting, remember to revert your changes.

Enable Log Listeners

Enable logging to the Application Event Log and a Flat File.

Change this: XML

<configuration>
  ...
  <loggingConfiguration ...>
    ...
    <categorySources>
      <add switchValue="All" name="General" />
    </categorySources>
  ...

to: XML

<configuration>
  ...
  <loggingConfiguration ...>
    ...
    <categorySources>
      <add switchValue="All" name="General" >
        <listeners>
          <add name="Event Log Listener" />
          <add name="Flat File Trace Listener" />
        </listeners>
      </add>
    </categorySources>
  ...

Enable WCF Verbose Activity Tracing

Set the switchValue attributes to Verbose, ActivityTracing.

Change this: XML

<configuration>
  ...
  <system.diagnostics>
      <sources>
        <source name="System.ServiceModel" switchValue="Warning" propagateActivity="true">
        ...
        <source name="System.ServiceModel.MessageLogging" switchValue="Warning">
    ...

to: XML

<configuration>
  ...
  <system.diagnostics>
      <sources>
        <source name="System.ServiceModel" switchValue="Verbose, ActivityTracing" propagateActivity="true">
        ...
        <source name="System.ServiceModel.MessageLogging" switchValue="Verbose, ActivityTracing">
    ...

Enable Message Logging

Open "system.serviceModel.diagnostics.config" and enable logMessagesAtServiceLevel, logMalformedMessages, and logMessagesAtTransportLevel.

Change this: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <diagnostics>
      <messageLogging logMessagesAtServiceLevel="false" logMalformedMessages="false" logMessagesAtTransportLevel="false"  />
    ...

to: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <diagnostics>
      <messageLogging logMessagesAtServiceLevel="true" logMalformedMessages="true" logMessagesAtTransportLevel="true" />
    ...

Enable Message Logging with Personally Identifiable Information

For example, this logs the remote IP address of clients connecting to the service.

Open "C:\Windows\Microsoft.NET\Framework\v4.0.30319\Config\machine.config" and set enableLoggingKnownPii.

Change this: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <machineSettings enableLoggingKnownPii="false" />
    ...

to: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <machineSettings enableLoggingKnownPii="true" />
    ...

Open "system.serviceModel.diagnostics.config" and enable logMessagesAtServiceLevel, logMalformedMessages, logMessagesAtTransportLevel, logEntireMessage, and logKnwonPii.

Change this: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <diagnostics>
      <messageLogging logMessagesAtServiceLevel="false" logMalformedMessages="false" logMessagesAtTransportLevel="false"  />
    ...

to: XML

<configuration>
  ...
  <system.serviceModel>
    ...
      <diagnostics>
      <messageLogging logMessagesAtServiceLevel="true" logMalformedMessages="true" logMessagesAtTransportLevel="true" logEntireMessage="true" logKnwonPii="true" />
    ...

How to enable logging for the "Management Web Server" windows service

Open the "Management Web Server" windows service configuration file, perform the step outlined below, and then save the file. This generates a log.txt file in "C:\Program Files\NovaStor\NovaBACKUP Central Management Console\WebRoot" for example. After you are done troubleshooting, remember to revert your changes.

Enable Log Listeners

Enable logging to a Flat File.

Change this: XML

<configuration>
  ...
  <loggingConfiguration ...>
    ...
    <categorySources>
      ...
      <add name="Info" switchValue="All" />
    </categorySources>
  ...

to: XML

<configuration>
  ...
  <loggingConfiguration ...>
    ...
    <categorySources>
      ...
      <add name="Info" switchValue="All" >
        <listeners>
          <add name="Flat File Destination" />
        </listeners>
      </add>
    </categorySources>
  ...