Troubleshooting

The eBusiness Manager module incorporates a number of different technologies that must communicate together in order for the product to function properly. (There are three server-based software programs that function independently of each other in the eBusiness Manager architecture.)

Installation Troubleshooting

To effectively troubleshoot the installation, you must narrow the scope of the problem. Define your problem and follow the troubleshooting steps that will assist you in determining the cause of the problem and its solution.

To determine the problem

  1. Did you receive a logon screen, or Products and Services (.store) page? If so, the problem may be with the configuration of the data files. Verify that all your items and customers are Internet-enabled and that users have been set up.

  2. Is there a link on your Web page? Verify that the home page has a link to the eBusiness Manager module. Somewhere on the Web page there should be a link to the following:

    IW_Login.m4p.pvx?;login
    (for .order customers.)

    IW_Products.m4p.pvx?products_no_tree?company=xxx
    (for .store customers and when not using frames.)

    or

    IW_Products.m4p.pvx?products?company=xxx
    (for .store customers and when using frames.)

    For more information, see To manually configure the ISAPI Plug-In.

  3. Can you access your home page? If you receive any kind of error (for example, File Not Found, Forbidden, or Access Denied) check the IIS to verify that you have appropriate rights to your Web folder. Verify that your connection to the Internet through your ISP is functioning correctly.

  4. In a browser pointing to an IIS URL, can you run the _ _DEBUG.PVX program? When you type _ _DEBUG.PVX, you should receive information about the ISAPI Plug-In.

    If you receive an Error 404 when running this program, the ISAPI Plug-In is not installed or configured correctly.

    If you receive information from the server, make sure the Redirection field is configured and formatted properly (for example, http://www.example.com:2953). Verify that there is an "http" and the slashes are in the correct direction.

    Changes to the configuration files should be made on the application server and re-published to the IIS server. This verifies that all components of the eBusiness Manager module have the same configuration details.

  5. Check the connectivity between the IIS and the server where the Web Engine is running. Make sure you can transmit from the IIS to the Web Engine and vice-versa.

    This is most likely a firewall issue. If you receive an ISAPI error, there is a good chance that the firewall is not configured to allow messages through to the Web Engine. Consult with your network administrator about opening a port through the firewall so that information can be communicated through the Internet.

  6. If you receive a message, "Unable to establish connection (4)", make sure the Web Engine is running. For more information, see Running the Web Engine.
  7. Make sure the path to the Application Server is correct in the context of the user who is logged onto the Web Engine. The path to the Application Server can be found in the webhide.ini file in the \Webeng\home\lib\_web folder. Make sure the Application Server has a share point and the UNC is used as the path to the Application Server. Do not use a mapped drive.
  8. Security and permissions are the most likely cause of problems with connectivity. If the above solutions do not solve your problem, then to troubleshoot security and permissions, open up access so you are not hindered by firewalls and user security from the Web site down to the Application Server. Start closing the security holes until you find the problem (restricting firewall access, user, and file permissions).
  9. If you cannot see any images on your Item Detail page, verify the images are posted to the \wwwroot\images folder. Use FTP or some other transport mechanism to copy images up to the IIS.
  10. If you are receiving syntax errors, or your Web pages do not appear correct, make sure your style sheets and JavaScripts have been published to the Web site.

Browser-Related Error Messages

The following error message is an example of an error that your users may receive. Following the instruction for the error message may help resolve the error.

Problems with this Web page might prevent it from being displayed properly.

  • Make sure your JavaScripts have been published to the Web site. You must publish images, JavaScripts, and style sheets to the IIS Web site before eBusiness Manager can be used.
  • If the page is hanging or not loading correctly, adjust the delay setting at the MASISAPI.ini Delay (millisecond) field in eBusiness Manager Options to a higher number (for example, 3000), and then publish the MASISAPI.ini file.

Web Engine Error Messages

When starting the Web Engine, you may encounter one of the following error messages. Following the instructions for each error message may help resolve these errors. If you receive an error message during the Web Engine startup, users cannot access your Web site until the condition is resolved.

  • The directory specified is being serviced by another Web Engine.

    Another Web Engine has been configured and is running using the data to which this Web Engine is pointing. Only one Web Engine can point to the Application Server where the data is residing. Point your Web Engine to a different Application Server. The Web Engine is attempting to create and lock a file called webserv.lck in the ..\MAS90\IT folder. If it receives a busy signal, another user is using this data.

  • Error XXX occurred when attempting to open the Server path.

    When the Web Engine tries to create or lock the webserv.lck file on the Application Server, an error occurs; it may be a permissions error or an invalid path. The most common error condition is an Error 12. If the eBusiness Manager module is not installed to the path specified, the Web Engine returns an Error 12.

  • The path specified is invalid or does not exist.

    The path specified in the webhide.ini file is invalid or cannot be reached by the user currently logged onto the server, or the user account set up for the Web Engine Service. If this path is incorrect use Notepad to make the appropriate changes, or check permissions for the user logged on to make sure the user has adequate rights to the share point.

ISAPI Error Messages

When accessing an eBusiness Manager Web site, you may encounter one of the following error messages generated by the ISAPI. Following the instructions for each error message may help resolve these errors.

  • Unable to resolve the host name.

    The Web Engine name or IP is incorrect. Verify that you can ping the name or IP address from the IIS server. Verify that the name or IP address of the Web Engine is spelled correctly in the MASISAPI.ini file. If you manually edit the MASISAPI.ini file, be sure to make the same changes in eBusiness Manager Setup Options as well.

  • Unable to establish a connection
    • The Web Engine has stalled or is not running. If you are running the Web Engine as a service, you can verify whether it has stalled or stopped. Open a Web browser and type http://127.0.0.1:PORT/IW_Login.m4p;login (where PORT is the port at which the Web Engine is running). If you get a Business to Business logon prompt, then the Web Engine is running. Stop and restart the service. If the Web Engine still does not start, then contact Sage for further assistance.
    • The Web Engine port number in the MASISAPI.ini file is incorrect or missing. Open the MASISAPI.ini file in Notepad, and verify that the port number in the file matches the port number displayed on the Web Engine Configuration window and eBusiness Manager Setup Options.
    • The Web Engine port is blocked. A router and/or firewall may be the cause. Sage cannot assist in the configuration or troubleshooting of routers and firewalls.

  • Unable to establish an SSL connection.

    The Web Engine is connected to the ProvideX server, but the server is running a non-secured port or protocol. To make the Web site non-secure, change the remapping information in the MASISAPI.ini file from https:// to http://. To keep the Web site secure, make sure the port is running SSL on the ProvideX Web server.

  • SSL handshake with server failed.
    • The Web Engine is not configured for SSL. If this is the case, both of your Web Engine ports in eBusiness Manger Setup Options should be set to the same value. The MASISAPI.ini should reflect these values as well.
    • The SSL entry in the MASISAPI.ini file is missing or incorrect. If SSL encryption is enabled on the Web Engine, then the remapping information in the MASISAPI.ini should read https://.
    • The SSL certificate is invalid or is not in the correct format. The SSL certificate should be in X509 format with a .pem file extension. If this is correct, then contact your SSL certificate provider for further assistance in resolving this issue. Sage cannot assist in troubleshooting SSL certificate issues.

  • Unable to write the socket connection

    The TCP/IP connection with the ProvideX server was unexpectedly disconnected. The ProvideX Web server has stalled or encountered an error. If you are running the Web Engine as a service, you can verify whether it has stalled or stopped. Open a Web browser and type http://127.0.0.1:PORT/IW_Login.m4p;login (where PORT is the port at which the Web Engine is running). If you get a Business to Business logon prompt, then the Web Engine is running. Stop and restart the service. If the Web Engine still does not start, then contact Sage for further assistance.

  • The connection with the server was reset.
  • The TCP/IP connection with the ProvideX server was unexpectedly disconnected. The ProvideX Web server has stalled or encountered an error. If you are running the Web Engine as a service, you can verify whether it has stalled or stopped. Open a Web browser and type http://127.0.0.1:PORT/IW_Login.m4p;login (where PORT is the port at which the Web Engine is running). If you get a Business to Business logon prompt, then the Web Engine is running. Stop and restart the service. If the Web Engine still does not start, then contact Sage for further assistance.

  • Unable to read from the socket connection.

    The TCP/IP connection with the ProvideX server was unexpectedly disconnected. The ProvideX Web server has stalled or encountered an error. If you are running the Web Engine as a service, you can verify whether it has stalled or stopped. Open a Web browser and type http://127.0.0.1:PORT/IW_Login.m4p;login (where PORT is the port at which the Web Engine is running). If you get a Business to Business logon prompt, then the Web Engine is running. Stop and restart the service. If the Web Engine still does not start, then contact Sage for further assistance.