Environment
- App Control Console: All Supported Versions
Objective
- "Something went wrong!" page error
- "API authentication failed. Some pages will not be functional. Please try to log out and log in again."
- "API appears not to be accessible."
- Username or password incorrect
Resolution
- Log in to the App Control Console and navigate to https://ServerAddress/support.php > Diagnostics
- Click the Snapshot Server Logs button to write existing logs and start a fresh log file.
- Set Server Logging as follows:
- Logging Duration: 30 Minutes
- Debug Level: High
- Reporter Log Level: Minimum (default)
- Script Debug Level: Minimum (default)
- Active Directory Debug Level: Minimum (default)
- Enable SQL Trace: Check the box
- Start Logging
- Navigate to https://ServerAddress/shepherd_config.php and change the following property accordingly:
DebugConsoleCommunication: true
- Reproduce the error several times
- Return to https://ServerAddress/support.php > Diagnostics > Stop Logging Now.
- Click on “Available log files" from the right menu > Related Views
- Save all files with today's date:
- API-TIMESTAMP.log
- PHPErrors-TIMESTAMP.log
- ReporterLog-TIMESTAMP.log
- ServerLog-TIMESTAMP.bt9
- SQLTrace-TIMESTAMP.csv
- Return to https://ServerAddress/shepherd_config.php and change the following property accordingly:
DebugConsoleCommunication: false
- Please collect the most recent IIS log from the App Control server typically located here:
%SystemDrive%\inetpub\logs\LogFiles\
- Optionally, a HAR capture while reproducing can be very helpful and may be requested at a later time
- Please zip all collected data, and upload to the Vault.
Additional Notes
App Control Server 8.8.6 and earlier: Restart the App Control Reporter service due to a known issue causing it to stop sending events after debugging finishes.
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