Troubleshooting
Here are some symptoms of install or day-to-day issues and possible remedies for them. If you need further assistance please submit a request through the AMI Support Help Desk.
On this page:
A common source of errors...
One of the initial steps in troubleshooting issues is to review both the system requirements and server setup as they are often the source of problems:
AssetTrack Server issues
| Issue | Possible Resolution(s) |
| "Server Unavailable" message reported when accessing AssetTrack web interface. | There is a problem with the ASP.NET configuration on the AssetTrack Server. |
| Browser gets permissions error, most likely a "401 Access Denied". | In IIS AssetTrack is not configured to allow anonymous server. |
| "The last attempt to build the mobile database failed" error received when rebuilding a sync plan. | Your AssetTrack physical installation directory on the AssetTrack server does not have the required permissions allowing AssetTrack to write the mobile database file. To resolve: |
| AssetTrack Server error message: "The file '/AssetTrack/ajaxpro/xxx.ashx' does not exist". | If you have Ajax.NET on IIS 7 set to run in an integrated mode instead of classic mode you'll need to check that IIS_ISSRS has access to your web site folder and make some changes to your web.config file. |
AssetTrack Mobile issues
| Issue | Possible Resolution(s) |
| "Unable to connect to the AssetTrack web service" message reported when downloading data to an AssetTrack Mobile device. | Your device is unable to access its partnered AssetTrack Server via its network connection.
If you are using ActiveSync with a Windows XP Server see the following topics our older Troubleshooting Mobile Device Issues documentation:
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| Mobile device is unable to access AssetTrack Server. | Your mobile device may have incorrect proxy server settings. |
| "RAPI not enabled" message reported when installing AssetTrack on a mobile device. | AssetTrack setup program requires that RAPI be enabled on the mobile device. |
| A wait cursor (hourglass) appears on a Symbol MC50 and won't go away. | The MC50 device is corrupted and must be factory reset and have AssetTrack Mobile reinstalled. Follow both steps below in order to resolve this problem. |
| Can't run a sync plan without timing out. | Your mobile databases are taking a long time to build, potentially because you have many records in your database. Try increasing the Mobile database refresh interval setting as described in Configuring AssetTrack Server Settings. |
| AssetTrack Mobile crashed | If AssetTrack Mobile encounters a fatal error, it will attempt to display the error before shutting down. Sometimes, this is not possible and these messages are logged to an AssetTrack error log file which can be sent to AMI Support to help troubleshooting the issue. The log file is located in the folder that AssetTrack is installed to and is named AssetTrackErrorLog.log. See Copying off mobile database (.sdf) and log files. |
| Secure Digital (SD) cards fail to store collected data but error is displayed. | If you are using a device that uses an SD card to store collected data, such as the MC50 or MC70 device, the device will not successfully save data if the SD card read/write setting is set to read only. |
AssetTrack Management Console Issues
| Issue | Possible Resolution(s) |
| "An item with the same key has already been added" message reported when opening the Management Console. | Your local console data cache has some stale data that needs to be cleared. |
| Console warns you to install .NET Framework, Console is blank, missing elements, or is generally buggy. | Your workstation computer must run Microsoft .NET Framework 3.5 SP1 or greater. |
| Console reports '.NET 2.0 SP1 is required to run the Console.' | You do not have .NET Framework version 2.0 Service Pack 1 on the computer running the console
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| The warning "Newer data has been published for the selected asset" appears on a record in the queue. | The console is warning that a more recent update for the same asset record was already published by AssetTrack. This can occur when queue records are published out of sequential order. For example, an asset can be Received on Monday, then moved on Tuesday. If you publish the Move record first, this warning will appear on the older Receive record. You are still able to publish the older record if you wish and ignore this warning, but in most cases should delete the older record from the queue without publishing, otherwise your repository data will be out of date. |
| The warning "Older data for the selected asset exists in the queue" appears on a record in the queue. | The console is warning that there is at least one other record somewhere in the queue for this same asset record that is older than the record that has the warning. To resolve:
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| The error "405 Method Not Allowed" is displayed when attempting to log in to the Console. | Internet Information Server (IIS) 7 or 7.5 may be configured incorrectly.
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CA integration issues
| Issue | Possible Resolution(s) |
| When you try to publish data to APM, you get an error message on one or more records with no additional infomation. | When publishing one or more records from AssetTrack to APM, you may see the following message: "System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> : --- End of inner exception stack trace ---."In this event your AssetTrack Server is most likely running an incompatible version of the "Connect API" from CA. You need to update the Connect DLLs on the AssetTrack Server. |
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