Changes for page Troubleshooting

From version 1.1 >

edited by gru
on 13.03.2019, 18:13

To version < 7.3

edited by gru
on 27.07.2021, 09:27

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Title

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--$services.localization.render("PT.Main.Troubleshooting")
++Troubleshooting

Content

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  |1|Form cannot be openend.|This may be caused by several different problems, see below.
  |1.1|(((
  * Error message: Form currently not available
--)))|The form has been set offline. This may be done for maintenance. You can set the form online again in the [[form submission menu>>doc:Uebersicht]].
++)))|The form has been set offline. This may be done for maintenance. You can turn the form online in the [[publishing menu>>doc:Formcycle.UserInterface.MyForms.Publish.WebHome]].
  |1.2|(((
  * Error message: Resource not found / Form not found
--)))|The does not exists anymore, either because the entire form or the form version you are trying to access has been deleted. Check whether the form and this version exists. You can find a working link to the form in the [[form overview menu>>doc:Uebersicht]] and the [[form version menu>>doc:Version]].
++)))|The does not exists anymore, either because the entire form or the form version you are trying to access has been deleted. Check whether the form and this version exists. You can find a working link to the form in the [[publishing menu>>doc:Formcycle.UserInterface.MyForms.Publish.WebHome]].
  |1.3|(((
  *  Error message: Invalid request
  )))|(((
--This error is shown when the form URL is invalid or contains invalid parameters. Check the link or the address used to open the form. You can get a working link in the [[form overview menu>>doc:Uebersicht]].
++This error is shown when the form URL is invalid or contains invalid parameters. Check the link or the address used to open the form. You can get a working link in the [[publishing menu>>doc:Formcycle.UserInterface.MyForms.Publish.WebHome]].
  Possible reasons include:
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  )))
  |1.4|(((
  *  Error message: HTTP Status 404
--)))|The URL is wrong. Open the form by clicking on [[open link>>doc:Link]] to get a valid URL.
++)))|The URL is wrong. To get a working URL, [[open the form>>doc:Formcycle.UserInterface.MyForms.WebHome]] or go to the [[publishing menu>>doc:Formcycle.UserInterface.MyForms.Publish.WebHome]].
  |2|Form cannot be submitted.|This may be caused by several different problems, see below.
  |2.1|(((
  * Error message: An unexpected error has occurred. Please try again later. / General error.
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  )))|This error message is shown for general errors. See the issue 2.2 below.
  |2.2|(((
  * Error message: An unexpected error has occurred while processing the submitted form data. / Submission failed
--)))|The data that have been submitted could not be processed. Usually this is caused by an action in the [[workflow processing>>doc:Status und Aktionsverarbeitung ]] that could not processed correctly. such as when a mail could not be sent, no mail server has been configured, a PDF could not be created. When you are using custom plugins, check whether they are throwing any uncaught errors. To resolve this issue, a detailed examination of the [[log>>doc:ProtokollMenue]] and {{formcycle/}}'s internal log files may be required.
++)))|The data that have been submitted could not be processed. Usually this is caused by an action in the [[workflow processing>>doc:Formcycle.UserInterface.MyForms.WorkflowProcessing.WebHome]] that could not processed correctly. such as when a mail could not be sent, no mail server has been configured, a PDF could not be created. When you are using custom plugins, check whether they are throwing any uncaught errors. To resolve this issue, a detailed examination of the [[log>>doc:Formcycle.UserInterface.Protocol]] and {{formcycle/}}'s internal log files may be required.
  |2.3|(((
  * Error message: This form has already been sent.
  )))|When you would like to submit the form again and create a new form record, open the original link to the form in a new browser tab or window. Do not use a link that has been generated when saving the form for later editing.
@@ -39,27
          +39,27 @@
  |2.4|(((
  * Error message: Invalid form data
  )))|(((
--After the form has been submitted, the submitted data failed to validate, eg. when an invalid mail address has been provided. You can activate or deactivate server validation for each form field in the designer, section [[contraints>>doc:Main.Bedingungen]]. Usually a form cannot be submitted when the data is invalid, but from a technical point of view, it is possible to send invalid forms. Activating the server validation is recommended.
++After the form has been submitted, the submitted data failed to validate, eg. when an invalid mail address has been provided. You can activate or deactivate server validation for each form field in the designer, section [[contraints>>doc:Formcycle.FormDesigner.ElementProperties.Constraints]]. Usually a form cannot be submitted when the data is invalid, but from a technical point of view, it is possible to send invalid forms. Activating the server validation is recommended.
--In case you have overridden a [[a validator with Javascript>>doc:Validatoren]], the option //server validation// must not be checked or the form will always fail to validate.
++In case you have overridden a [[a validator with Javascript>>doc:Formcycle.FormDesigner.CodingPanel.Validators]], the option //server validation// must not be checked or the form will always fail to validate.
  )))
--|3|When trying to open the form, only a spinning wheel shows up.|There is an error in some custom Javascript that has been added to the form. Check the [[script tab>>doc:TAB - Script]] and any Javscript files that have been uploaded in the [[files menu>>doc:Main.Dateien]]. To analyse the error, it helps to open the Javascript console of your browser, it will display any errors that may have occurred. Opening the console in [[Chrome>>url:https://developers.google.com/web/tools/chrome-devtools/debug/console/console-ui?hl=en#opening-the-console]], [[Firefox>>url:https://developer.mozilla.org/en-US/docs/Tools/Web_Console/Opening_the_Web_Console]],  [[Internet Explorer / Edge>>url:https://msdn.microsoft.com/en-us/en-en/library/gg589530(v=vs.85).aspx]], [[Opera>>url:http://help.opera.com/Mac/9.62/de/devtools.html]], [[Safari>>url:https://developer.apple.com/library/mac/documentation/AppleApplications/Conceptual/Safari_Developer_Guide/GettingStarted/GettingStarted.html]].
--|4|No mails can be sent.|See [[mail issues, issue 1>>doc:Main.Troubleshooting||anchor="HE-Mailing"]].
--|5|Mails are moved to the spam folder.|See [[mailing issues, issue 2>>doc:Main.Troubleshooting||anchor="HE-Mailing"]].
--|6|Text containing special characters does not display correctly.|Usually this is caused by missing encoding settings of the application server, eg. Apache Tomcat. See [[Tomcat settings, section UTF-8>>doc:Tomcat Einstellungen]].
++|3|When trying to open the form, only a spinning wheel shows up.|There is an error in some custom Javascript that has been added to the form. Check the [[script tab>>doc:Formcycle.FormDesigner.CodingPanel.ScriptTab.WebHome]] and any Javscript files that have been uploaded in the [[files menu>>doc:Formcycle.UserInterface.MyForms.Files]]. To analyse the error, it helps to open the JavaScript console of your browser, it will display any errors that may have occurred. How to open the console in [[Chrome>>url:https://developers.google.com/web/tools/chrome-devtools/debug/console/console-ui?hl=en#opening-the-console]], [[Firefox>>url:https://developer.mozilla.org/en-US/docs/Tools/Web_Console/Opening_the_Web_Console]],  [[Internet Explorer / Edge>>url:https://msdn.microsoft.com/en-us/en-en/library/gg589530(v=vs.85).aspx]], [[Opera>>url:http://help.opera.com/Mac/9.62/de/devtools.html]], [[Safari>>url:https://developer.apple.com/library/mac/documentation/AppleApplications/Conceptual/Safari_Developer_Guide/GettingStarted/GettingStarted.html]].
++|4|No mails can be sent.|See [[mail issues, issue 1>>doc:WebHome||anchor="HE-Mailing"]].
++|5|Mails are moved to the spam folder.|See [[mailing issues, issue 2>>doc:WebHome||anchor="HE-Mailing"]].
++|6|Text containing special characters does not display correctly.|Usually this is caused by missing encoding settings of the application server, eg. Apache Tomcat. See [[Tomcat settings, section UTF-8>>doc:Formcycle.SystemSettings.WebHome]].
  == Inbox ==
  |= |=Problem|=Lösung
--|1|Form records in the inbox cannot be deleted.|Only form records marked with a red cross ((% style="color: rgb(255, 0, 0);" %)X(%%)) in the right-most column can be deleted. Contact your administrator or check whether the option [[Form records in this state can be deleted>>doc:Statusliste]] has been set for the form's current state.
++|1|Form records in the inbox cannot be deleted.|Form records are deletable if they are selected and a //Delete// icon {{ficon name="trash-alt2"/}} appears in the form record list. Contact your administrator or check whether the option [[Form records in this state can be deleted>>doc:Formcycle.UserInterface.MyForms.WorkflowProcessing.States.WebHome]] has been set for the form's current state.
--== {{i18nNoun key="fserver" capitalize="true"/}} ==
++== Frontend server ==
  |= |=Issue|=Solution
--|1|The error message //Form not found// is returned when trying to open the form, or the page remains blank.|When you have setup a separate {{fserver/}}, go to the [[frontend server menu>>doc:FrontendserverMenue]] and test the connection. To use the {{fserver/}}, you must have selected the correct {{fserver/}} for the form, see the [[overview menu of the form>>doc:Uebersicht||anchor="HBereichBereitstellung"]].
--|2| The connection to the {{fserver/}} could not be established.|See [[connection issues {{fserver/}}>>doc:Frontend-Server Verbindungsprobleme]].
++|1|The error message //Form not found// is returned when trying to open the form, or the page remains blank.|When you have setup a separate {{fserver/}}, go to the [[frontend server menu>>doc:Formcycle.SystemSettings.UserInterface.FrontendServer]] and test the connection. To use the {{fserver/}}, you must have selected the correct {{fserver/}} for the form, see the [[access menu of the form>>doc:Formcycle.UserInterface.MyForms.Access||anchor="HAvailability"]].
++|2| The connection to the {{fserver/}} could not be established.|See [[connection issues {{fserver/}}>>doc:ConnectionIssuesFrontendServer]].
--== {{i18nNoun key="mserver" capitalize="true"/}} ==
++== Master server ==
  |= |= Issue|=Solution
  |1|The login page says that no database connection could be established.|(((
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  Contact your system administrator. The database configuration must be updated, this requires a user with certain permission.
  * Check whether a network connection exists and whether the database server can be reached.
--* Check the database configuration in the [[database menu>>doc:DatenbankMenue]].
++* Check the database configuration in the [[database menu>>doc:Formcycle.SystemSettings.UserInterface.Database]].
  * When the database configuration is valid, try reconnecting to the database by clicking on //next//.
  * Rarely it may be necessary to restart {{formcycle/}}. In this case, check the {{formcycle/}} log files as well.
  )))
--|2|A database update has been detected. It is reccommended to have the database updated by an administrator.|This happens mainly when {{formcycle/}} has bee updated. You can still use {{formcycle/}}, but we strongly reccommend to run the database update. Contact your system administrator. See the help pages on  [[updating the system>>doc:Installation Update]] for further instructions.
++|2|A database update has been detected. It is reccommended to have the database updated by an administrator.|This happens mainly when {{formcycle/}} has bee updated. You can still use {{formcycle/}}, but we strongly reccommend to run the database update. Contact your system administrator. See the help pages on  [[updating the system>>doc:Formcycle.Installation.Update]] for further instructions.
++|3|When creating or updating the database, or during normal use, the following error occurs: //java.lang.ClassCastException: class java.time.LocalDateTime cannot be cast to class java.lang.String (java.time.LocalDateTime and java.lang.String are in module java.base of loader 'bootstrap')//|This is due to an incompatibility with the //MySQL Connector/J// starting with version 8.0.23. Please use the previous //Connector/J// version 8.0.22 instead.
  == Form designer ==
  |= |= Issue|=Solution
--|1|The form cannot be saved. An error message {{code}}Form could not be saved.{{/code}} shows up.| This usually happens when your session has expired and you are not logged in anymore. Open the {{formcycle/}} login page in another browser tab or window and login again. You should now be able to save the form again. To prevent data loss, we still reccommend you save the form regularly.
++|1|The form cannot be saved. An error message {{code language="none"}}Form could not be saved.{{/code}} shows up.| This usually happens when your session has expired and you are not logged in anymore. Open the {{formcycle/}} login page in another browser tab or window and login again. You should now be able to save the form again. To prevent data loss, we still reccommend you save the form regularly.
  == Email ==
  |= |= Issue|=Solution
--|1|No mail can be sent.|Check whether a mail server has been setup and configured properly. There is a client specific mail server for each client, and a system mail server used as a fallback when the client mail server cannot be used. See the help pages on setting up the [[system mail server>>doc:EmailMenue]] und [[client mail servers>>doc:Mandanteneinstellungen]] and test the mail server by sending a test mail.
++|1|No mail can be sent.|Check whether a mail server has been setup and configured properly. There is a client specific mail server for each client, and a system mail server used as a fallback when the client mail server cannot be used. See the help pages on setting up the [[system email server>>doc:Formcycle.SystemSettings.UserInterface.EmailServer]] und [[client email servers>>doc:Formcycle.UserInterface.Client.Settings]] and test the email server by sending a test email.
  |2|Mails are being moved to the spam folder|(((
  When you are the recipient of the mail, check the spam settings of your mail provider. When you are sending automatically generated mails, make certain you are following some general guidelines to prevent mail providers from classifying your mail as spam.
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  == System ==
  |= |= Issue|=Solution
--|1|Application servers, eg. Tomcat or JBoss, crashes with the error message //OutOfMemory//.|You need to increase the available RAM for the Java virtual machine. For Tomcat, these settings are described on the [[help pages for setting up Tomcat>>doc:Tomcat Einstellungen]].
++|1|Application servers, eg. Tomcat or JBoss, crashes with the error message //OutOfMemory//.|You need to increase the available RAM for the Java virtual machine. For Tomcat, these settings are described on the [[help pages for setting up Tomcat>>doc:Formcycle.SystemSettings.TomcatSettings.LimitUploadSize]].
++|2|It is not possible to log in to {{formcycle/}} as sadmin with the default password directly after the initial installation on a Linux-based system.|{{formcycle/}} needs to store certain settings in the file system. Some Linux-based systems do not set a home directory for the tomcat user by default. This can usually be configured in the {{code language="none"}}/etc/passwd{{/code}} file. After the tomcat user has been modified, a restart is required.

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