MetaXpress PowerCore Installation and User Guide - Support Home ...

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TroubleshootingSymptoms and SolutionsThis section provides information to help you resolve issues with theMetaXpress PowerCore Software.Table 9-1 Symptoms and SolutionsSymptomsThe MetaXpressPowerCore servercannotcommunicate withclient computersPossible Causes and SolutionsIncorrect port numbers, broadcast settings, networkconfiguration, and service status can preventcommunication. Things to check:• Network connections: Verify that the server and allclients have appropriate network connections.• Port number agreement: Verify that the MetaXpressPowerCore server and all MetaXpress PowerCoreclients use the same port number for connections.For instructions, see Viewing and ChangingMetaXpress PowerCore Port Number Settings onpage 70.• Port number availability: Verify that the port numberused for MetaXpress PowerCore Softwarecommunications allows UDP and TCPcommunications and that no other applications areusing the port.• Firewall or antivirus settings: Avoid having firewallsbetween servers and clients. It is best to keepservers and clients within the same firewall and onthe same subnet. In addition, verify that firewallsare configured to permit both UDP and TCPtransmissions on the port used for MetaXpressPowerCore communications. To determine whetherthe MetaXpress PowerCore server can communicatewith client computers, start the MetaXpressPowerCore server application, and then click theActive Clients tab. The page shows the clients thatcan communicate with the server.• MetaXpress PowerCore server and client connectionsettings: Verify connection settings in the server andclient applications. These settings include UDP andselected clients’ settings. Unless the server andclient are installed on the same computer, makesure the Server is External option, which is located inthe client application, is selected.• The status of the MetaXpress PowerCore Client service:For the server to find a client, the client must berunning the MetaXpress PowerCore Client service.For more information, see Stopping and Restartingthe MetaXpress PowerCore Client Service onpage 67.74 0112-0183 C
MetaXpress PowerCore Software Installation and User GuideTable 9-1 Symptoms and Solutions (cont’d)SymptomsThe MetaXpressPowerCore servercannotcommunicate withclient computers(continued)Auto Run QueueMonitoring cannotbe started.The MetaXpressPowerCore servercannotautomatically findanalysis jobs in theMetaXpress ®databasePossible Causes and Solutions• The MetaXpress PowerCore client connection status: Ifthe MetaXpress PowerCore server application isclosed while an analysis is in progress, clientsconnected to the server might not be disconnectedcorrectly. If this happens, MetaXpress PowerCoreclients that were previously connected are notavailable when the MetaXpress PowerCore serverapplication is started. To avoid the issue, do notclose the MetaXpress PowerCore server applicationduring an analysis. Always stop Auto Run QueueMonitoring and cancel the current job before closingthe application. To resolve the issue, restart theMetaXpress PowerCore Client service. For moreinformation, see Stopping and Restarting theMetaXpress PowerCore Client Service on page 67.MetaXpress Auto Run Queue Monitoring can be startedonly if clients are connected to the server. You must setup clients and they must be connected to the serverbefore you can monitor the Auto Run Queue. Inaddition, the MetaXpress PowerCore Client service mustbe running on client computers. For more information,see Installing the MetaXpress PowerCore ClientApplication on page 46.Things to check:• Database client configuration: Verify database clientsettings on the MetaXpress PowerCore server and allMetaXpress PowerCore clients. For instructions, seeChapter 4 Database Client Configuration onpage 25.• The Auto Run Queue: Verify that MetaXpressSoftware is configured to send jobs to the Auto RunQueue, and that there are jobs in the queue. Forinstructions, see the MetaXpress documentation.• Journal usage in MetaXpress jobs: Verify that theMetaXpress jobs do not contain journals. Forinstructions, see the MetaXpress documentation.• MetaXpress PowerCore server Auto Run QueueMonitoring status: Make sure Auto Run QueueMonitoring is turned on. For instructions, seeMonitoring the MetaXpress Software Auto RunQueue for Jobs on page 54.• Licensing issues: Verify that the network license keyUSB device is installed correctly. For instructions,see Chapter 2 MetaXpress PowerCore ServerInstallation and Configuration on page 11.• Make sure that the user login used to log into theMetaXpress PowerCore server database connection,has access to the plate submitted for analysis.0112-0183 C 75
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