Troubleshooting XVault

Where to Troubleshoot

As part of a complex infrastructure XVault may report errors that are caused by other components in that infrastructure.  When diagnosing any issue you should also investigate the ZIS logs (if present) and the Xporter installation.  For the Xporter installation there is the Xporter First Line User Guide, which can aid diagnosis and resolution of the most common issues.

.net Error when accessing Web Management Console

Groupcall XVault is written in Java, running atop the Apache Tomcat platform.  If you receive a .net error when accessing Tomcat usually indicates that you’re trying to talk to something else other than XVault.  Typically this occurs when testing on a SIMS Workstation PC, where the Tomcat port conflicts with the SIMS Document Server; see the instructions in Appendix Three to resolve this problem.

XVault Navigation bar has no entries

This indicates that the SQL connection required by XVault is not working.  Confirm the credentials by logging into the SQL server using them and confirm that TCP port 1433 on the SQL server (or alternative port) is accessible from the XVault server.

Correct the Configuration.Properties file accordingly then restart Apache Tomcat to apply the changes.

I need to enter a proxy – where do I enter it?

Proxy settings must be entered into Apache Tomcat, which supports separate proxies for HTTP and HTTPS.  Typically the HTTP proxy will be used to access http://www.groupcall.co.uk to check for updates and the HTTPS proxy will be used to connect to https://dashboard.groupcall.com/.

    1. Run the Configure Tomcat tool that was installed with the Apache Tomcat application.
    2. Go to the Java tab
    3. Add these additional lines to the Java Options panel, preserving what is already present.
      • –Dhttp.proxyHost=<proxy server>
      • –Dhttp.proxyPort=<proxy port>
      • –Dhttps.proxyHost=<proxy server>
      • –Dhttps.proxyPort=<proxy port>
      • Click OK then restart Apache Tomcat to apply the settings change.

If you have proxy exclusion requirements then add two lines in this format, adjusting for your IPs:

    • -Dhttp.nonProxyHosts=10.*.*.*|172.16.*.*
    • -Dhttps.nonProxyHosts=10.*.*.*|172.16.*.*

If you require proxy authentication then run the Tomcat service as a user permitted to access the proxy, with local administrative rights.

Getting Additional Diagnostic Information

The XVault application keeps additional logs when running, the verbosity of which can be adjusted via the XVault Web Management Interface.

These logs are located in C:\Program Files\Apache Software Foundation\Tomcat 7.0\Logs.

    • Catalina.log – shows the logs for Apache Tomcat starting the XVault applet.
    • Stdout.log – shows the operational output for XVault

Getting Help

In the unlikely event that you run into a problem with your installation then the organisation you need to contact will depend on where the fault lies.

For ZIS errors, you should initially contact your ZIS operator for advice.

For Groupcall Xporter errors you should contact the partner with first line responsibility for Xporter, they will elevate a case to Groupcall if required.  Your organisation might be the partner with first line responsibility for Xporter.

For Groupcall XVault errors you can contact Groupcall Xporter Support. If you need to raise a case with Groupcall then please provide a zip containing all the Stdout.log files in the Logs folder to aid prompt analysis.