WATS Client troubleshooting

Basic client troubleshooting

1: Check the clock at the client (cannot be more than 5 minutes off from the server): https://virinco.zendesk.com/entries/22933457-Time-Synchronization 
2: If you use Proxy: https://virinco.zendesk.com/hc/en-us/articles/207424313-WATS-Client-proxy-settings 
3: Get the wats.log from the client: https://virinco.zendesk.com/entries/28627176-Where-to-find-the-wats-log-file-at-the-Client 
4: If we need more detailed log, add logging level https://virinco.zendesk.com/entries/23885528-WATS-Client-Add-LoggingLevel and send the new wats.log file to support.

Symptom

Autoconfigure failes with message "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel"

Possible reasons

Network traffic blocked from site
Missing proxy server configuration

Possible solution / troubleshooting options

  • Try connecting to the service address using internet browser (IE or alike)
  • Verify that logged in user can access internet
  • Verify proxy settings (ref. https://virinco.zendesk.com/entries/82148895-WATS-Client-proxy-settings)

Known issues (4.2.10x):

When configuring a newly installed client, Send a test report (Create/Submit Test Report) before configuring the Yield monitor. This avoids crash when settings are applied.

Client hangs when you select Configure

If you experience that a window with just borders coming up, and nothing more happens (transparent window that does not respond), it could be that your windows presentation font cache is corrupt.

Follow this procedure to fix:
Solving issue

 

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