Can't access DCE thru WebUI nor DCE client, what do I do?

[DCIM_Support]

When trying to access the server https://server/desktop/# I get the following error, "An error occurred when retrieving data from the server. Please try again."

Trying to access the DCE server thru the DCE Client 7.2.1 nothing happens. I tried SLL port 443, and non SSL port 80.

(CID:105460205)

[DCIM_Support · Accepted solution]

Hi Joel,

Is this a hardware server or a VM?

If it's a VM, how many hard drives are associated with that VM?  What size for each?

If it is a hardware server, are there any faults on the hardware?

In either instance, have you tried rebooting the server?

If applicable, have you tried accessing the server from the private LAN?  

Have you tried a direct connection to the server?

Have you tried from another computer? 

What troubleshooting has been done if any?

Do you have a recent backup of this server?

Steve

(CID:105460209)

[DCIM_Support]

It is a physical server (AP9475). We have not received any hardware fault alarms. We have not yet tried rebooting as the server is on public LAN in a remote datacenter. We do not have any server connected to it on private LAN. Trying to access the server from any computer gives use the same result. Tried several different browsers and also tried accessing from Client v.7.2.6, still behaves the same way. Do you think a reboot is required to fix this issue? If so, is there any way to send reboot command? Can we cut power to the server and then add it back or would we have to send tech to the datacenter to physically reboot it? No real troubleshooting has been done as of yet. And no, we do not have a recent backup of this server.

(CID:105460214)

[DCIM_Support]

Hi Joel, I would suggest sending someone on-site. They may also want to contact support once there so that they can potentially get further troubleshooting when they're actually there. They can also connect a laptop to the private LAN connection so as to take the network out of the equation. While on-site, you can also see if there are any hardware errors showing on the server. DCE may not see certain hardware errors especially since it may not be fully running. I strongly suggest that you not remotely cut power to ANY server. This is essentially crashing the server and can cause issues such as what you are seeing. If that was already done, that could have actually been the cause. Pressing the power button once should cause the system to shut down gracefully. Pressing it again after the system has finished powering off should cause the server to restart. Monitoring this through a computer monitor could also be helpful so you can see if there are any errors. Steve

(CID:105460222)

[DCIM_Support]

Thanks for your input Steve. We will certainly do that. I shall post here findings and result of a graceful reboot.

(CID:105460226)

[DCIM_Support]

Hey Steve, Turns out it is hardware fault. Error message on LCD - E1810HDD0 fault. Thanks for your input,

(CID:105460907)

[DCIM_Support]

Hey Joel, Glad you could find the issue. Steve

(CID:105460932)

[DCIM_Support]

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