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Troubleshooting

This page will help you through the most common problems that may arise during the installation and configuration of the HaloENGINE and Service, which are described below.

HaloENGINE

As the first step in troubleshooting, make sure that your HaloENGINE version is up to date. Each release of HaloENGINE adds new features and fixes many problems. Installing the latest version may clear any problems without the need for further troubleshooting.

Forgot your Admin Portal Password

Symptoms

Login fails with the error message "Invalid credentials".

Background

Entered the wrong password to access the HaloENGINE Admin Portal.

Probable Cause

No matter how careful you are, there may be times when you are unable to access the admin portal because you can't remember your password.

Recommended Action

  1. Run Command Prompt as an administrator.

  2. Type haloengine-password-config.bat -h to reset the password.

  3. Log in with the new password.

Cannot Log in to Microsoft after Configuring the Tenant

Symptoms

The user login fails with the following error message.

Microsoft Sign-in error message

Background

The above error occurs when a user logs in to a HaloENGINE Admin Portal using Microsoft Sign-In.

Probable Cause

The Tenant ID/Client ID you entered on the User Domain-Tenant Configuration page is either incomplete or incorrect.  

Recommended Action

  1. Check that the Tenant ID/Client ID given on the User Domain-Tenant Configuration page is correct.

  2. Log in to the admin portal.

Unable to Load the Admin Portal—Case 2

Symptoms

Error message #1 occurs in the browser when trying to open the HaloENGINE Admin Portal in the HTTPS protocol.

Background

The above-mentioned message appears when the user deletes the server and client certificates.

Probable Cause

Removing the server certificate permanently removes all other certificates (including client and CA certificates) and causes the admin portal to operate via the HTTP protocol only. This is expected behavior.

Recommended Action

  1. Manually change the protocol from HTTPS to HTTP and the port to 8383.

  2. Clear your web browser's HTTP Strict Transport Security (HSTS) settings. Please see this link for additional details: How to clear HSTS settings in Chrome and Firefox.

Unable to Load the Admin Portal or PDM Client could not Connect to HaloENGINE

Symptoms

  1. Error message #1 occurs in the browser when opening the HaloENGINE Admin Portal.

  2. HaloCAD for SOLIDWORKS PDM client cannot connect to HaloENGINE.

Background

The above-mentioned error occurs when the admin portal is attempted to open via https://[server_IP]:8746/haloengine-admin/ but does not open. When a client attempts to connect to the portal, it is unable to connect.

Probable Cause

The HaloENGINE's IP address was modified after it was initially configured. It indicates that HaloENGINE attempts to run with the old IP address.

Recommended Action

Action 1: Use a static IP address

It is not recommended to frequently change the IP address of systems in a large network. Changing HaloENGINE's IP address affects communication with the PDM Client.

Action 2: Update the IP address in hc-servlet.xml

Proactive action: Make sure that the FQDN is used to generate the HaloENGINE server certificate instead of the system IP address.

In some circumstances, a strategic change in IP addresses is required due to network restructuring, security incidents, or significant infrastructure upgrades. In this circumstance, follow the steps below:

  1. Locate the XML file in C:/Program Files/Secude/Tomcat/webapps/haloengine-server/WEB-INF/hc-servlet.xml.

  2. Open the XML file and update the publishedEndpointUrl with the new IP address.

    CODE 
    	<jaxws:endpoint id="HaloEngineProcessInterface"
        implementor="com.secude.haloengine.server.impl.HaloEngineProcessPortImpl"
        wsdlLocation="WEB-INF/haloengine-server-process.wsdl" address="/process"
        publishedEndpointUrl = "https://19.41.14.188:8746/haloengine-server/process" />
        
    <jaxws:endpoint id="HaloEngineMonitorEndpoint"
        implementor="com.secude.haloengine.server.interfaces.audit.HaloEngineServerMonitorPortImpl"
        wsdlLocation="WEB-INF/haloengine-server-monitor.wsdl" address="/monitor"
        publishedEndpointUrl = "https://19.41.14.188:8746/haloengine-server/monitor" />   
        
    <jaxws:endpoint id="HaloEngineStatefulEndpoint"
        implementor="com.secude.haloengine.server.interfaces.stateful.HaloEngineStatefulPortImpl"
        wsdlLocation="WEB-INF/haloengine-stateful-process.wsdl" address="/stateful_process"
        publishedEndpointUrl = "https://19.41.14.188:8746/haloengine-server/stateful_process" />

  3. Save the document.

  4. Restart the Tomcat service.

  5. Launch the admin portal via https://[new_server_IP]:8746/haloengine-admin/

  6. HaloENGINE now runs on the new IP address, and other clients can communicate with it.

Unable to Access Admin Portal on Localhost

Symptoms

The following error message (NET::ERR_CERT_COMMON_NAME_INVALID) appears in the browser when attempting to load the HaloENGINE Admin Portal.

Privacy error.png

Privacy error message

Background

The above-mentioned issue occurs when the admin portal is attempted to open on localhost - https://localhost:8746/haloengine-admin/.

Probable Cause

After restarting the Tomcat service, the admin portal runs on localhost via HTTPS, and the browser displays an error message NET::ERR_CERT_COMMON_NAME_INVALID. This indicates that the certificate's common name does not match.

Recommended Action

  1. Open a new browser.

  2. Enter the HaloENGINE server's FQDN manually in the browser instead of using localhost. For example: https://SVIN0225:8746/haloengine-admin/.

Unable to Access the Admin Portal with FQDN

Symptoms

HaloENGINE Admin Portal cannot launch properly.

Background

When attempting to access the admin portal via https://FQDN:8746/haloengine-admin/, it does not open.

Probable Cause

The IP address of the HaloENGINE-installed server machine can change after the initial configuration.

Recommended Action

By default, the HaloENGINE server's Fully Qualified Domain Name (FQDN) is automatically configured in the hc-servlet.xml file, preventing dynamic IP issues. However, if you are still unable to access the admin portal, please add an entry to your hosts file that links your dynamic IP address to the appropriate FQDN. Furthermore, whenever your IP address changes, you must update the hosts file with the new address and the associated FQDN.
For example: "<current_ip_address> <FQDN>".

Protection Fails

Symptoms

Protection does not happen, or protection fails.

Background

When a user downloads a file, no protection is applied to the chosen file.

  • For office files, the label is applied, and the file opens unprotected.

  • For non-native files, no label is applied, and an error appears.

Probable Cause

This problem happens when one or more of the following conditions are met:

  1. Case 1: If the Classification Engine is turned off.

  2. Case 2: If the HaloENGINE Service is not registered and mapped to the current profile.

  3. Case 3: If no Action/Classification rules are configured under Download Rules.

  4. Case 4: If the HaloENGINE Service/HaloENGINE Tomcat Service stops unexpectedly.

  5. Case 5: If the certificate used by the HaloENGINE Service has expired.

  6. Case 6: If the System Unique ID on the Admin Portal does not match the System ID on the client system.

  7. Case 7 (only for SAP clients):

    1. HaloENGINE Server certificate is not imported into STRUST, or it was imported, but is no longer valid or has expired.

    2. HaloENGINE (Server) connection is not alive when connected with an SAP instance.

    3. If the HaloENGINE Connection Parameters are incorrectly set.

Recommended Action

  1. Case 1: Check that the Classification Engine is turned on.

  2. Case 2: Make sure that a registered HaloENGINE Service is mapped to an appropriate profile (Customer ID).

  3. Case 3: Make sure to include an appropriate classification rule, followed by a suitable action rule.

  4. Case 4: Check that the HaloENGINE Service is running; if not, restart it manually and then restart the HaloENGINE Tomcat Service. Note: It is recommended to restart the HaloENGINE whenever the HaloENGINE Service is restarted.

  5. Case 5: Make sure to upload the same valid certificate that is already installed on the Windows Server machine where the HaloENGINE Service is installed.

  6. Case 6: Check that the name entered in the admin portal's System Unique ID field matches the name entered in the System ID (in configuration properties). Also, make sure the names are case-sensitive. Make sure that the client system name matches the name entered in the admin portal's System Unique ID field. Also, make sure the names are case-sensitive. For example, if your client system name is 'MYDESKTOP', but you enter 'mydesktop' in the System Unique ID field, you will receive an error due to case sensitivity.

  7. Case 7 (only for SAP clients):

    1. If you are using a self-signed certificate, import a valid HaloENGINEServer.cer into STRUST.

    2. Check that the HaloENGINE connection is Alive.

    3. On the HaloENGINE Connection Parameters screen, be sure you select the option Activate HaloENGINE and enter the current profile that you are using in Customer ID.

  8. Re-try downloading now.

Dashboard Fails to Load

Symptom

The dashboard window displays the error message "Failed to get data".

Background
HaloENGINE is installed in a custom location with an inbuilt MongoDB option during installation. After initializing the HaloENGINE admin portal, the Monitor log dashboard fails to load.

Probable Cause

HaloENGINE is installed in the Desktop location path.

Recommended Action

As a best practice, it is not recommended to install it on the HaloENGINE desktop location. However, if you install it on a desktop location, you will encounter this type of error. To resolve it, you need to grant sufficient permission to the Network Service.

HaloENGINE Service

As the first step in troubleshooting, make sure that your HaloENGINE Service version is up to date. Each release of HaloENGINE Service adds new features and fixes many problems. Installing the latest version may clear any problems without the need for further troubleshooting.

Installation was Interrupted due to Certificate

Symptom

Error message: "Please check the certificate details and verify the certificate is installed properly.”

Certificate error message

Background

HaloENGINE Service installation in MPIP results in the error message shown above.

Probable cause 

The certificate that you installed in the Certificate Store (Current User or Local Computer) has expired.

Recommended Action

  1. Verify the certificate using the Microsoft Management Console (MMC) snap-in.

    Certificate in MMC

  2. If the certificate is invalid, add a new certificate.

  3. If you proceed to install HaloENGINE Service at this point, you will receive the following message:

    Mismatch of Certificate

  4. Make sure that the same certificate is updated on the Azure portal (under the Certificate section > click Upload certificate).

  5. Continue with the installation now.

Installation was Interrupted due to Improper Configuration

Symptom

Error message: "Retrieving data for user logon is not possible for this configuration. It might cause problem with service initialization.”

User logon issue.png

User login / RMS issue

Background

The error message given above appears while installing the HaloENGINE Service.

Probable cause

The username and domain were entered in the improper format.

Recommended Action

  1. Enter the user’s name in the proper format.

    1. To operate the HaloENGINE Service on a computer that is linked to a domain, you must input a domain user account and password. For example, [domain]\[user], hc.test\john.

    2. On a non-domain linked machine, you must input a user's username and password. For example, .\[user], .\john

  2. Continue with the installation.

Network Related Issues

Symptom

Case 1

CODE 
Something bad happened: Failed to send HTTP request with error code 'system:0' Inner exception: 
[http_exception:'SSL error: WINHTTP_CALLBACK_STATUS_FLAG_CERT_REV_FAILED failed to check revocation status.'], 
NetworkError.Category=Unknown, HttpRequest.SanitizedUrl= https://api.aadrm.com/my/v2/publishinglicenses, 
HttpRequest.Id=bbb8ae75-baba-4da5-ae6b-8d1e38d6f7fd, CorrelationId=90a5e1a4-914b-49c5-851f-897aff78ef82, 
CorrelationId.Description=ProtectionEngine, CorrelationId=106b4179-e86a-4681-86ef-3bbaa05f9041, 
CorrelationId.Description=FileHandler. Exiting

Case 2

CODE 
"HTTP operation 5928aaf8-7b55-4bcb-bee3-be2a3dde2746 failed: Failed with: 
[NetworkError: 'Failed to send HTTP request with error code 'system:0' Inner exception: 
[http_exception: 'SSL error: WINHTTP_CALLBACK_STATUS_FLAG_CERT_REV_FAILED failed to 
check revocation status. WINHTTP_CALLBACK_STATUS_FLAG_INVALID_CA SSL invalid CA. '], 
NetworkError.Category=Unknown, HttpRequest.SanitizedUrl=https://api.aadrm.com/my/v2/
publishinglicenses, HttpRequest.Id=5928aaf8-7b55-4bcb-bee3-be2a3dde2746']" 
`anonymous-namespace'::LogHttpOperationDetails

Background

File download/installation fails in MPIP mode, with any of the errors listed in the MIP.log file.

Probable cause 

Case 1: Required endpoints stated in (row 125) Microsoft documentation are not permitted in network settings on ports 80 and 443.

Case 2: The problem was caused by an SSL proxy that was configured on the network.

Recommended Action

Case 1: Verify that both ports 80 and 443 on the network settings are open for the URL listed in row 125.

Case 2: Make sure that the SSL proxy's Root CA is installed on the PC that is running the HaloENGINE Service.

Initialization was Interrupted due to Incorrect Azure Details

Symptom

Error message: "The Tenant ID/name was not found in the Azure directory. Please make sure that you have entered the correct Tenant ID/name/Cloud Type.”

Service_Invalide Tenant details.png

Invalid Azure details

Background

This error message appears during the initialization of the HaloENGINE Service.

Probable cause 

The Azure information you provided is inaccurate.

Recommended Action

  1. Make sure your Azure tenant ID or name is correct.

  2. Choose the suitable cloud type.

  3. Continue the installation. 

HaloENGINE Service fails to Start

Symptom

The error appears as “Process finished with error. Please check logs for more details."

The HaloENGINE Service log shows the following error.

Cannot establish access to the shared memory [Global\0150B81D-A6E6-4EFD-B1FA-97172AD05C44HCS].

(hr = 0x80070005)

Access is denied.

Background

The error messages mentioned above appear while initializing the HaloENGINE Service.

Probable cause 

This is because the Administrators rights have been removed from the Create Global Objects settings under User Rights Assignment.

Recommended Action

Add the following registry key ipc_enable_file in HKEY_LOCAL_MACHINE\SOFTWARE\Secude\HaloENGINE Service and reinitialize the service. 

Name

Type

Data

ipc_enable_file

REG_SZ

on

Configuring registry entry 

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