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| FAQ's
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Q:
Why can't I add a new Client to the Dashboard?
Utilistor™
Licensing is configured to allow only a set number
of clients to be defined within the Utilistor
environment. If you have received the following
message then you have either not yet loaded a
Utilistor Server License onto the system, or you
have exceed the number of clients the License
allows.
“Unable to Add a Client. There
are no Client Licenses loaded or available.
Please obtain a new or additional license from
your reseller or visit www.otium.co.uk for more
information.”
In either case please refer to the Installation
Guide or the Administration Guide for instructions
on how to obtain and load a license. |
| Q:
Why does the Utilistor™
Client Installation Fail ?
The
Utilistor™ Client Installation is dependent upon
the existence of a configuration file, that is
produced when you defined the client within the
Dashboard.
The
Installation Wizard will always look for the file
in the same directory as the wizard. If
you are installing the client from the Servers
Network Share and you receive this message it
means that the Client has not been defined within
the Dashboard and therefore the configuration
file has not yet been created. Get the Utilistor
Administrator to define the client!
If
you are running the Client Install Wizard from
another location then you will need to locate
the configuration file and point the Install Wizard
at the correct location.
If
you select “OK” when
responding to the error message you will be given
the opportunity to browse for the configuration
file. If you select “Cancel”
then the Client Installation Wizard
will exit.
The
configuration file will be called: us_install_'client
name'.xml
Refer
to the Installation Guide for details on the full
procedure for adding and installing a client.
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| Q:
Why does the Utilistor™
Dashboard not start?
If
you are trying to start the Utilistor™ Dashboard
there are two common errors that can occur.
“The
Utilistor Dashboard is already running on this
system ”
- If
you receive this message check that the GUI
is not already running in your windows session.
If there is no visible window, check the Task
Manager (Right-Click on the Task Bar) to see
if a ‘rogue' copy of utilistor.exe
is running under your username
on the system. If it is, then it is safe
to force the process to stop using the Task
Manager. The Utilistor Dashboard is a
passive application that contains no data.
All configuration and application data is stored
in the database.
“Either
the Utilistor Scheduler Service is not running
on the specified machine, or the Communications
Port you have entered is not correct, please check
and try again !”
- The
most likely cause is that the Utilistor Server
Service is not running. First check that
the Windows Server that hosts the Utilistor
Server is running, if it is then check the Utilistor
Server's NT Service is running.
To do this:
- Select
Start > Control Panel >
Administrative Tools > Services
- Locate
the Utilistor Server Service
- Check
it's status is ‘Started'
- If
the Service is not running then there is
an option within the servers Start menu
to restart the service.
START
> All Programs > Otium Utilistor >
Server > Start Servers Scheduler as NT
Service
- The
alternative reason for getting this message
is that the Utilistor Server is listener for
connections on a different port than is currently
configured into the Utilistor GUI. It
is unlikely that this error would occur unless
the Utilistor Administrator has drastically
altered the configuration of the Utilistor Server.
The easiest way to rectify this situation is
to remove and reinstall the Utilistor Dashboard,
and then when you restart the Dashboard it will
prompt you for the correct listener port.
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| Q:
Why is the Utilistor™
DSM Tab not updating?
If
the DSM Tab stops updating then the most probable
cause will be one of the following issues:
- Someone
has altered the ‘Dashboard Refresh
Interval' within the ‘Administer
> Customize' option of the
Menu Bar, and the refresh period has not yet
expired.
The solution would be to hit
the Manual Refresh
icon. If the screen refreshes after this
action, check the Refresh Value and reset accordingly.
If the manual refresh does not work, then the
problem is more likely to be one of the following
issues.
- The
DSM License for that Client has expired.
Check the us_scheduler.log
file on either the client or the server to confirm
this is the cause.
- The
Client's NT Service has stopped, or the Client
Machine is not running. The solution is
to start the client machine and/or the Utilistor
NT Service.
- START
> All Programs > Otium Utilistor >
Client > Start Clients Scheduler as NT
Service
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| Q:
Why are Scheduled Jobs not running?
If
the Scheduled Jobs appear to have stopped running
then the most probable cause will be one of the
following issues:
- Someone
has altered the ‘Dashboard Refresh
Interval' within the ‘Administer
> Customize' option of the
Menu Bar, and the refresh period has not yet
expired.
The solution would be to hit
the Manual Refresh
icon. If the screen refreshes after this
action, check the Refresh Value and reset accordingly.
If the manual refresh does not work, then the
problem is more likely to be one of the following
issues.
- One
of the Licenses (DSM, DSR, or External Jobs)
for that Client has expired. Check the
us_scheduler.log
file on either the client or the server to confirm
this is the cause.
- The
Client's NT Service has stopped, or the Client
Machine is not running. The solution is
to start the client machine and/or the Utilistor
NT Service.
- START
> All Programs > Otium Utilistor >
Client > Start Clients Scheduler as NT
Service
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| Q:
What happens if the License Keys Expire?
Utilistor™
can be activated with either permanent or temporary
licenses. A permanent license will
continue to activate the product for ever.
A temporary license has an expiry date, and possibly
a grace period, that will stop the associated
Utilistor feature running when that date has been
reached.
The
effect of a Temporary Keys expiring is manifested
in many ways, the more common symptoms are that
DSR Reports will not run, the DSM Tab will not
refresh, DSM Notifications will not get sent,
and the Scheduled Jobs will not execute.
The us_scheduler.log files on the server and the
client display messages to indicate that a license
has expired.
In
order to re-activate the specific feature on the
Utilistor Client you will need to perform the
following steps:
- Acquire
a new license. This can be either
a permanent license, or another temporary license.
- Start
the Utilistor Dashboard
- Add
the new Server Licenses.
- Delete
the Expired Keys from the Client
- Add
New Keys to the Client
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| Q:
Does Utilistor™
have any Log Files?
Utilistor
generates log file on both the server and the
client. The log files can be located in
the following directories:
- C:\Program
Files\Otium Utilistor\Server\Log
- C:\Program
Files\Otium Utilistor\Client\Log
The
log files generated on the server include:
- us_db.log:
The Database Log file
-
us_scheduler.log: The Utilistor
Schedulers Log File, and the main source of
troubleshooting information
-
us_web.log: The web servers
log file
The
log files generated on the client include:
- us_scheduler.log:
The Utilistor Schedulers Log File,
and the main source of troubleshooting information
- us_web.log:
The web servers log file
- GUI.log:
The Dashboards log file
- us_lcc.log:
The configuration generators log file
The
logs contain a date and time stamp for all entries,
new log files are started at mid-night. |
| Q:
Trend and Prediction Reports Show 'No Data'
Occasionally,
DSR Trend and Prediction Reports will show 'No
Data' within a Graph. This is caused by one
of the following events.
- DSR
has not been running and collecting data for
the period of time covered by the graph.
- DSR
has not got data stored for the whole time period
defined in the report. This is caused by
DSR jobs not running at least once in all the
reported time periods. If the report is
looking at monthly trends from January to June,
but DSR was not collecting data in March, then
the report will not be produced. DSR need
continuous data in order to produce a Trend
or Prediction report.
- If
some graphs contain data and others do not,
then this is caused by DSR not running on some
of the clients which were selected in the Tree
Panel then the report ran. Re-run the report
without those clients included in the selected
list.
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