<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong><span style="font-size: 10pt;">This section covers useful troubleshooting options for an <strong data-pasted="true"><span style="font-size: 10pt;">On-Prem</span></strong> deployment</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Halo API and Auth Logs:</span></strong><span style="font-size: 10pt;"><br></span></p><ul><li id="isPasted"><span style="font-size: 10pt;">The first step in determining whether the issue is Halo-related is to check the WebApp folder. You may be able to gather more information by reviewing the Halo WebApp application logs.</span></li><li id="isPasted"><span style="font-size: 10pt;">These logs are generated as .txt files in a folder named logs, located within both the API and Auth folders of the Halo WebApp.</span></li><li id="isPasted"><span style="font-size: 10pt;">If no logs are being generated, it is more likely that the issue relates to one of the points outlined below, rather than to Halo itself.</span></li></ul><p><br></p><p><span style="font-size: 10pt;"><strong>Other troubleshooting Options:</strong><br></span></p><p><span style="font-size: 10pt;"><br></span></p><p><span style="font-size: 10pt;"><strong>SQL Server and SQL Configuration Manager Setup</strong></span></p><ol><li style="font-size: 10pt;">Ensure that remote connections are enabled for your SQL Server instance. This can be done by right clicking your Server, selecting properties, then selecting connections and checking if "Allow Remote Connections to this Server" is enabled: <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1MWEwMGVlLWM2NTctNDU3My05ZjFkLThhYTRkNTgxY2JjNSJ9._wKhlGoiqvL5AQi8k0sFNGpnl72loBzvLmGI88PZnMk" class="fr-fic fr-fil fr-dib" width="381" style="width: 383px; height: 355.489px;" height="355"></li><li style="font-size: 10pt;">Ensure that the user account used for the connection between the database and the webapp has the correct permissions and properties. We need to ensure that the user is db_owner for your Halo Database: <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkOTE3NzQyLTVmZWMtNGVmYS1iNjcxLTI5NzUxNzQwZDFjMiJ9.OkImjtUtB5nYWFlR9uphVQ8SiYikUuXFbkT8C8BBpyA" class="fr-fic fr-fil fr-dib" width="358" style="width: 360px; height: 333.994px;" height="334"></li><li style="font-size: 10pt;">Ensure that the correct Server and Database names (or IP Addresses depending on the customer's setup) are being used in the config.exe file: <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxODdhZjc1LTdjNmYtNDIxNC05ZmMwLTVlNzA4ZjllNWFhZiJ9.-P2WHXxN5BgvqAhPxQfQ34sezKFi5XSzA7dmf2z1-8E" class="fr-fic fr-fil fr-dib" width="415" style="width: 417px; height: 443.312px;" height="443"></li><li style="font-size: 10pt;">Ensure that the TCP/IP protocol is enabled within SQL Configuration Manager. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYTA1YmU5LTcwZDctNDdmMi05YjhmLTVlZGZjMDMyMmU5OCJ9.F8QOvLEXAS6_nIiIIG_zlpSsccU5dHVaVGiVAmsQoaA" class="fr-fic fr-fil fr-dib" width="474" style="width: 476px; height: 237.562px;" height="238"></li><li style="font-size: 10pt;">Ensure that the server is configured for mixed authentication mode. This can be done by right clicking your Server, selecting properties, then selecting Security and checking if "SQL Server and Windows Authentication Mode" is enabled: <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmMGRmZTQ2LTE2OWUtNDk4My1iNjY0LWYxOTE2ZTgzYmM2OCJ9.0rES9mmfqsoj-4PnOQShw1yuYhRLpuhaKWBO1YSr848" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 486.99px;" height="487"></li><li style="font-size: 10pt;">Ensure that the SQL Server port is configured correctly (typically 1433 or 1434): <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNGNhMTFlLWJiYjItNGI3Mi1iZTkxLTU3ODhjOTQ4MzI4YiJ9.RhGtymQOvyrLfrq9nMjps9p7hBTwyY3SrQQ7Z1r-Lms" class="fr-fic fr-fil fr-dib" width="295" style="width: 297px; height: 343.052px;" height="343"></li><li>Ensure that SQL Server Service in Windows Services is running:</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0OTcwZDAxLTczYjItNDMxYy1iODQxLTliMGE4ZmFhMzgxYiJ9.VqA4C0uGxJAAN372SMGTawQ5JUFGkC9ozNBz6v0a1Lw" class="fr-fic fr-fil fr-dib" width="871" style="width: 873px; height: 502.374px;" height="502"></p><p><br></p><p><span style="font-size: 10pt;"><strong>Halo Webapp Setup</strong></span></p><ol><li style="font-size: 10pt;">Ensure that the correct Server and Database names (or IP addresses, depending on the customer’s setup) are specified in the config.exe file. <br id="isPasted"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxODdhZjc1LTdjNmYtNDIxNC05ZmMwLTVlNzA4ZjllNWFhZiJ9.-P2WHXxN5BgvqAhPxQfQ34sezKFi5XSzA7dmf2z1-8E" width="389" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13.3333px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 391px; height: 415.379px; max-width: none !important;" class="fr-fil fr-dib" height="415"></li><li style="font-size: 10pt;">Ensure that the file paths in config.exe are set correctly and ensure that the URLs in config.exe are set correctly. In a similar format to this:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwMGE3ZDUzLWNjMjgtNDU0MC1hYTU5LWNhMmFkZTVmZWJjOCJ9.s63JI8A0uH60uwEDrvpUAcNM1GgGBcKRQcweB_0BZkU" class="fr-fic fr-fil fr-dib" width="520" height="550"></li><li style="font-size: 10pt;">Ensure that the appsettings.json file (located at C:\Halo\WebApp\appsettings.json) has been generated after testing and saving in config.exe, and that it contains accurate URLs compared to your config.exe file and bindings set in IIS:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMWEyYWYyLTI0NjAtNDRiOS05ZGRhLWY0NTAxOGI5ZmIwOSJ9.aKyBAgMxYalik783XWOw_SdsCvOdiaBN725M5ko7n3E" class="fr-fic fr-fil fr-dib" width="463" height="139"></li><li style="font-size: 10pt;">Ensure that the IIS website is created at the correct directory level (e.g., pointing to the Halo WebApp folder). The physical path should be set to be the Halo Webapp folder and look like this in IIS: <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3MWRjZmMyLTQ5ODktNGE2MS04NWRhLTdjNWI1NWQ3MjliNiJ9.rTOQt7gzKhrcmu5uk2jHoHWKnpwuRC3KFpXHOUKV-8I" class="fr-fic fr-fil fr-dib" width="199" height="260"></li></ol><p><span style="font-size: 10pt;"><strong>Networking Issue</strong></span></p><ol><li style="font-size: 10pt;">Ensure that traffic is allowed through the default SQL Server ports (1433/1434) as well as the IIS ports (typically 433). Although this may be different depending on your network setup.</li><li style="font-size: 10pt;">Ensure that you can successfully ping the other servers from the command console. This can be done in the command console using ping <IP Address>.</li><li style="font-size: 10pt;">Flush DNS entries on the machine by running ipconfig /flushdns in the command console. This clears cached DNS entries and can help resolve connectivity issues. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0ZDA0NDVmLTBkOTYtNGYxYS04NjcxLWNiMmMwYTcwNGFlOSJ9.WhwzFtspWc1Opd9bhHZiFeeekd5BtEhbHIAe_kFDMfw" class="fr-fic fr-fil fr-dib" width="504" style="width: 506px; height: 230.553px;" height="231"></li><li style="font-size: 10pt;">Use PowerShell to verify DNS resolution with Resolve-DnsName <yourdomain>. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNzc2OWFiLWJmOTAtNGFmYi1iMmQ0LTVlMjMzMGJjZjQ1OCJ9.TssGrZYE-2GlGO5YJhnyuFstF3pp17zNDXu_OSWIOqI" class="fr-fic fr-fil fr-dib" width="888" style="width: 890px; height: 294.653px;" height="295"></li><li style="font-size: 10pt;">To confirm if the issue is network-related, test using localhost for the website bindings. If Halo works locally, the issue is likely with bindings or SSL certificates.<strong><br></strong></li></ol><p><span style="font-size: 10pt;"><strong>Licencing Issue</strong></span></p><ol><li style="font-size: 10pt;">Ensure that the server allows outbound traffic to support.nethelpdesk.com (required to validate the Halo licence).</li><li id="isPasted" style="font-size: 10pt;">Ensure that your server has stable access to the internet (preferred).</li><li id="isPasted" style="font-size: 10pt;">Do you have any specific firewall rules or a proxy setup which may be causing an issue and restricting network traffic between the two servers?</li></ol><p><span style="font-size: 10pt;"><br></span></p><p><span style="font-size: 10pt;"><strong>TLS related issue.</strong></span></p><ol><li style="font-size: 10pt;">Ensure you are using the correct TLS Protocol. Halo required on On-Prem customers to use 1.2 and above. You can find this and enable this by going to your control panel, selecting internet options, selecting advanced, selecting "Use TLS 1.2" or "Use TLS 1.3":</li></ol><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyYjY3ZWFlLTBlNmMtNDkyMi1iMzc0LTQ3ZTdhZDA1NWJlMiJ9.gL5KjKXyyDpURMXPIJJelvjD6OYcysMFj8yE7shUW7o" class="fr-fic fr-fil fr-dib" width="1056" style="width: 1058px; height: 517.658px;" height="518"></span></p><p><br></p>
