Troubleshooting

Installation

  • UAS service fails to start
    • The default ConsolePort (38001) may already being used by a different application.
      See the Using the UAS section for instructions on how to configure ConsolePort.
  • UAS Management Console service fails to start
    • The default browser port (38000) may be being used by a different application.
      See the Using the UAS section for instructions on how to configure the browser port.
    • Some virus checking software (e.g. ESET NOD32) may block port allocation attempts from Python applications, such as the Management Console.
      Try configuring the virus checker to ignore Python.
  • UAS Management Console fails to display
    • The UAS Management Console service may have failed to start.
      See above.
    • Local addresses are using a proxy server.
      Turn on 'Bypass proxy server for local addresses' in your LAN Settings.
  • UAS Management Console displays but fails to connect to the UAS
    • The UAS Service may have failed to start.
      See troubleshooting UAS service fails to start.
    • The system port used to communicate between the UAS Management Console Service and the UAS Service may not match (default is 38001).
      See the Using the UAS section for instructions on how to configure these ports.
  • UAS Management Console displays "JSON error reading data from request"
    • The .Net Framework 3.5 UAS requires .Net 3.5 SP1 to be installed.
      See Installation for details on the .Net Framework 3.5 SP1.

UAS

  • A UAS cloud status is "Unauthorized"
    • The cloud account details entered for this cloud do not match an existing account on that cloud. This will occur if the details were not entered correctly or if the password for the account on the cloud has been changed.
      Ensure the cloud account details configured in the UAS match those on the Cloud.
    • The platform running the UAS may not be able to resolve the Cloud address (e.g. sip-1-2-0.aculab.com, sip-0-2-0.aculab.com). The UAS needs to maintain an HTTPS connection to this address.
      Check the UAS logs for WARNING entries referring to "No response updating CMSList" when connecting to this address.
      Ensure the cloud address in use resolves to an IP address.
  • A UAS Rapide server status is "Unauthorized"
    • The Rapide account details entered for this Rapide server do not match an existing account on that server. This will occur if the details were not entered correctly or if the password for the account on the Rapide server has been changed.
      Ensure the Rapide account details configured in the UAS match those on the Rapide server.
    • The platform running the UAS may not be able to resolve the Rapide server IP address (e.g. my_rapide.myco.com). The UAS needs to maintain an HTTPS connection to this address.
      Check the UAS logs for WARNING entries referring to "No response updating CMSList" when connecting to this address.
      Ensure the Rapide server address in use resolves to an IP address.
  • A UAS cloud status stays "Inactive"
    • The platform running the UAS may not have full connectivity with the cloud.
      The Cloud entities to which the UAS needs to connect via TCP are transitory (they come and go as the Cloud scales up and down) and have a wide range of IP addresses. That range is sufficiently wide that, in practice, UAS platforms need to be able to open a TCP connection to any external IP address.
      Check the UAS logs for WARNING entries referring to "CMS endpoint".
      Ensure there are no firewall or routing issues that are stopping the UAS communicating with the cloud.
  • A UAS Rapide server status stays "Inactive"
    • The platform running the UAS may not have full connectivity with the Rapide server.
      The UAS needs to make TCP connections to the Rapide server.
      Check the UAS logs for WARNING entries referring to "CMS endpoint".
      Ensure there are no firewall or routing issues that are stopping the UAS communicating with the Rapide server.

UAS Applications

Applications that are loaded into and run by the UAS.
  • A UAS application fails to load
    • An application with the same name and assembly version is already loaded.
      See the Managing UAS Applications section of Using The UAS.
    • The application does not adhere to the rules for UAS applications.
      See the Writing UAS Applications section for rules on writing UAS applications.
    • The application's OnLoad method has returned a non-zero value.
      An application can optionally perform one-time initialisation when it loads. Returning a non-zero value cancels the loading operation.
    • A .Net UAS application is being loaded on a Python (or other non .Net language) UAS.
      Check that "Active UAS version" from the About page of the Management Console shows a .Net UAS is running. Ensure all UASs are uninstalled before installing the .Net UAS.
  • A UAS application unexpectedly throws an exception
    • See the Debugging section in Writing UAS Applications for instructions on how to debug your application using Visual Studio.
  • A UAS application thread is unexpectedly aborted
    • If a TCP connection to the cloud Rapide server is lost due to loss of network connectivity any active application instance threads will be aborted.
      This can be handled to perform application cleanup either within a ThreadAbortException catch clause or a finally block. Note that the ThreadAbortException is automatically rethrown.
  • An Outgoing PSTN call throws an ArgumentException
    • The callTo or callFrom argument is not a valid telephone number.
      See Outbound Calls for more information.
    • The callFrom argument is not a validated Caller Id.
      Provide a validated Caller Id in the callFrom argument when making a PSTN call.
      See Outbound Calls for more information.
  • An outbound application invocation returns "No UAS is Connected"
  • Inbound calls are being immediately rejected
    NOTE:
    Inbound call stats can be observed from cloud.aculab.com - Reports - Traffic stats
    Inbound call details can be obtained from cloud.aculab.com - Reports - Generate report: Call Data Records (CDR) and Application Data Records (ADR).     Inbound call details can be obtained from your Rapide web site - Reports - Generate report: Call Data Records (CDR) and Application Data Records (ADR).

    These notes refer to the case when inbound calls are reported as:
    CDRs: Hangup Cause BUSY
    ADRs: Status NO_UAS
  • The FaxSender or FaxReceiver properties of a UASCallChannel are null
    • Enable Fax Send or Enable Fax Receive have not been enabled in the service invoking this application.
      Enabling either of these settings allows fax processing (sending or receiving) to occur. Note that enabling fax incurs an additional cost.
  • A fax send or receive is failing
    • If using T.30, the line quality may be poor.
      Retry the fax.
    • Fax negotiation failed - T.38 was requested, but the far end does not support it.
      Select T.30.
    • Fax negotiation failed - T.30 is configured, but the far end requires T.38.
      Select T.38.
    • Fax negotiation failed due to incompatible advanced fax options.
      See the Fax documentation for information on setting fax options. The advanced fax options can be changed in the Fax tab of the Service pages or dynamically changed in the application itself.

WS API Applications

Applications that invoke outbound UAS applications or manage files.
  • A (401) Unauthorized response is returned
    • The cloud region, account name or account password is not valid.
    • The service name or service invocation password is not recognised on the specified cloud region/account.
    • The Rapide IP address, account name or account password is not valid.
    • The service name or service invocation password is not recognised on the specified Rapide IP address/account.
  • Multiple concurrent HttpWebRequest connections are used, but throughput is limited
    • The default number of simultaneous connections to a single host is 2. This is determined by the ServicePointManager.DefaultConnectionLimit property.
      Set the <connectionManagement> element in app.config.
      e.g.:
      <configuration>
        <system.net>
          <connectionManagement>
            <add address = "*" maxconnection = "100" />
          </connectionManagement>
        </system.net>
      </configuration>
      Or set the ServicePointManager.DefaultConnectionLimit property directly