Troubleshooting

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Some known issues occasionally arise when running DeskAlerts. These issues, including the following, can be addressed by the administrator.

Errors uploading or downloading large files

When an administrator or editor is trying to upload large images, videos, or flash movie files to include in a DeskAlerts, the upload page may report an error, the upload may never finish, or a blank screen may appear. DeskAlerts Client users may report trouble seeing images or playing movies included with alerts.

This issue may be caused by the current IIS settings being too small for the intended file uploads or downloads. For example, the Windows 2003 server has a default file size limit of about 200 KB for uploads. You can change the size limit by editing the IIS metabase.xml file.

  • In IIS, right click on the server name and select Properties. Check “Enable Direct Metabase Edit.” This will allow you to edit the file.
  • Open the metabase.xml file in a text or XML editor. The file is located in C:\windows\system32\inetserv.
  • Find the AspMaxRequestEntityAllowed field. The default value is about 200 KB (204800). Increasing the value to 1000000 will allow you to upload files of up to one 1 MB in size.
  • Find the AspbufferingLimit field. The default download limit is 4 MB. If you need to include larger movies, images or other files in alerts, you can increase this download limit.
  • Save and close the file.
  • In IIS, right click again on the server name, select Properties, and deselect “Enable Direct Metabase Edit.”

Note: For IIS 7 that comes with Windows 2008 Server make the following: IIS -> choose your server -> Features View -> ASP -> expand “Limits Properties” -> set value for “Maximum Requesting Entity Body Limit” in bytes:

IIS ASP settings

IIS settings for Encryption add-on

If you are using “Integrated Windows Authentication” setting in your IIS, you will find that some users in your network are not receiving alerts. This caused by write permissions on deskalerts/encrypt folder on your deskalerts server machine. Some users will have write permission for it , so IIS can write encrypted alerts files there. The rest users will never receive alerts you sent.

To resolve this issue you have 2 ways:

  1. Don’t use “Integrated Windows Authentication” setting in your IIS (default IIS user should have permissions to write into deskalerts/encryption folder).
  2. Set “write” permissions to deskalerts/encryption folder for all users in your network, that you want to receive alerts.

If users don’t receive any alert

First, check your IIS settings again. In ASP settings, “Enable Buffering” option should be set to “True” for DeskAlerts folder.

If you have correct settings for IIS and client installer, but some users don’t receive an alert you sent:

  1. Please, check if the DeskAlerts client is enabled. When client is disabled, only Urgent alerts will be delivered to users.
  2. Please, check if you have Encryption add-on installed.
  3. If you deleted a message in the Sent box BEFORE users go on-line, it would never be delivered to users. No matter if it was Scheduled/Nonscheduled one.
  4. In other cases, please , provide us with a log file to be created in the following way :
    1. Close the client
    2. Find the following file: C:\Program Files\DeskAlerts\conf.xml
    3. Replace next the line:<PROPERTY id=”debug_mode” default=”0″/>With the following line:<PROPERTY id=”debug_mode” default=”1″ const=”1″/>
    4. Run DeskAlerts client
    5. Send a message from DeskAlerts Control Panel to this client
    6. Wait for several minutes ( till the moment the client should have received an alert )
    7. Send us %APPDATA%\deskalerts.log file

How to configure your browser proxy to send SMS alerts

We use WinHTTP API for sending SMS Alert requests to SMS Gateway and WinHTTP uses self proxy setting which can be configured by proxycfg as described at MSDN manual

You need an option: proxycfg -u

No rights to access database. Error with the anonymous account in Internet Information Server (IIS).

In case when you have IIS and MS SQL servers on different machines please try the following procedure:

  1. Create or use a special user in the domain or on your server with IIS and DB.
  2. Grant that user access to DeskAlerts database (you can make it db_owner for the database).
  3. Open IIS configuration, select the web site where Desk Alerts server is installed, open Authentication properties for that web site.
  4. Edit “Anonymous Authentication” settings and set it to the “Specific user”. Specify the user that you created in step #1.

After this procedure DeskAlerts server should be able to connect to the database using Windows authentication (which we believe was configured during setup).

Some scheduled tasks are not running – possible sources of the problem

DeskAlerts Server is using Windows Scheduled Tasks to maintain some of its functions. These tasks are responsible:

  • For sending of all scheduled content
  • For obtaining content from RSS-enabled sources
  • For performing scheduled (automatic) Active Directory synchronizations
  • For content archiving purposes

If you see a notification about some of these tasks failing – the big part of DeskAlerts functionality is inactive.

DeskAlerts scheduled tasks not running warning

There are few steps to take before contacting DeskAlerts support:

  1. Access the Windows Task Scheduler, find the DeskAlerts tasks and check the task History for any error messages:DeskAlerts scheduled tasks
  2. For every task that is failing, in the Action tab of task properties, find the script which is being executed by the task. Check its existence in inetpub/AdminScripts folder.
  3. If the .vbs file is in place, open it and find the line which contains the address of some server .asp file. Check the existence of this file in the given folder.
  4. If anything of the above is not in order (Task History contains error messages/Some of the files are not in place), you should run your server installation once again, over the existing one.
  5. If reinstalling the server over existing one isn’t helping – contact DeskAlerts support.

 

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