Troubleshooting common problems

 

Unique code problem

If you are unable to download the certificate linked to your unique code, this may be due to :

  • an error in entering the code (4 sequences of 4 uppercase letters separated by dashes),

  • reuse of a unique code already used by another agent,

  • reinstalling the agent with the same unique code without first revoking the current certificate.

Certificate problem through an Internet gateway

Some Internet gateways substitute the SSL certificates used to secure the connection. In this case, this type of message can be found in the :

 

oct. 11, 2021 11:56:19 AM com.princity.connector.client.websocket.ConnectorClient connect GRAVE: Cannot connect to server

java.util.concurrent.ExecutionException: javax.websocket.DeploymentException: Connection failed.

...

Caused by: javax.net.ssl.SSLHandshakeException: General SSLEngine problem

...

unable to find valid certification path to requested target

 

To avoid this problem, add the following line to the agent.config file after the existing lines:

 

sslTrustAll=true

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Using a service account

If the Internet gateway does not allow the agent to access the FOCALIST server, it may be because it is unable to authenticate the requesting computer. In this case, you need to run the agent under a service account known to the Active Directory.

 

Launch the Services administration module by typing services.msc in the desktop search field. Scroll down the list of services to the focal-agent line, right-click to display the Service Properties. In the Connection tab, uncheck the Local system account option and enter the account and password to be used in the This account option:

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The settings will be provided by the customer's system administrator. In the meantime, you can use the Windows identifiers used to connect to this computer, but this is not recommended, as if the assignment or password is changed, the connection will no longer work.

Other installation in progress

If the installation procedure fails, check that you have not run several installations in parallel. The associated error code is 1603.