> ## Documentation Index
> Fetch the complete documentation index at: https://syteca.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Application Server Troubleshooting

> Diagnose and resolve common Syteca Application Server issues, including SMB errors, service start failures, database connection loss, Management Tool availability errors, and MS SQL trigger blocking. Organized by symptom for quick lookup.

Common Syteca Application Server issues, along with their causes and resolutions, are grouped by symptom below. Each section starts with the exact error message a user or administrator will see, followed by the underlying cause and the resolution procedure. Cross-references point to the deeper configuration pages when a resolution requires editing a config file or running a database command.

<Warning>
  **NOT AVAILABLE IN SAAS.** These issues apply to on-premises Application Server deployments. In SaaS deployments the Application Server is managed by the Syteca vendor, and the underlying infrastructure issues covered here are handled without customer intervention.
</Warning>

## Log files and log collection

Before diving into specific issues, know where the logs live. Most Application Server issues can be diagnosed by examining the log files, and the first-line diagnostic step is often "check the logs."

| Log                                               | Path                                                               |
| ------------------------------------------------- | ------------------------------------------------------------------ |
| **Application Server main log**                   | `C:\Program Files\Ekran System\Ekran System\ServerLogs\server.txt` |
| **ServerLogs subfolder** (send to Syteca support) | `C:\Program Files\Ekran System\Ekran System\ServerLogs`            |

<Warning>
  The log file paths contain the legacy `Ekran System` folder name, preserved verbatim from the source documentation. Do not attempt to rename these folders; the Application Server binary paths are hard-coded.
</Warning>

Alternative to reading logs on the server: the `EkranServer_LogsCollector` tool can bundle all logs into an archive. Download it from the [Syteca log collector download page](https://ekransystem.com/log-collectors/EkranServer_LogsCollector.exe) and run it on the Application Server machine as an administrator.

## SMBv1 error when installing or updating to 7.23 or higher

The following popup error appears during install or update to Syteca 7.23 (or higher) when using a shared folder for binary data:

```text theme={"system"}
You are currently using SMBv1 for a shared folder containing binary data.
SMBv1 is no longer supported due to security and compatibility concerns.
Please upgrade to SMBv2 and then try again.
```

The error appears either on the **Already Installed** page during an update, or on the **Binary Data Location** page during a fresh install when selecting **File System**.

### Cause

Syteca 7.23 dropped SMBv1 support. If the shared folder used for binary data still uses SMBv1 for connections, the installer refuses to proceed. This is a security hardening in Syteca, aligned with Microsoft's own deprecation of SMBv1.

### Resolution

<Steps>
  <Step title="Remove the SMBv1 config key">
    On the Application Server computer, open `C:\Program Files\Ekran System\Ekran System\Server\EkranServer.Settings.config` in a text editor. Delete the line:

    ```xml theme={"system"}
    <add key="SMB.UseV1" value="1" />
    ```
  </Step>

  <Step title="Disable SMBv1 and enable SMBv2 on Windows Server">
    Follow the Microsoft procedure for detecting, disabling, and enabling SMB versions: [Detect, enable, and disable SMBv1, SMBv2, and SMBv3 in Windows](https://learn.microsoft.com/en-us/windows-server/storage/file-server/troubleshoot/detect-enable-and-disable-smbv1-v2-v3?tabs=server).
  </Step>

  <Step title="Restart the Application Server computer">
    A restart is required for the SMB protocol changes to take effect.
  </Step>

  <Step title="Restart the installer">
    Rerun the Syteca Application Server installer or updater. The Binary Data Location or Already Installed page should now accept the shared folder.
  </Step>
</Steps>

## EkranServer service will not start with an SMB error

The **EkranServer** Windows service fails to start when the binary data location is an SMB file share. Error messages include:

```text theme={"system"}
SMB connection failed
```

or

```text theme={"system"}
InitializeSecurityContext failed
```

### Cause

The SMB file share is configured to require SMBv1 for compatibility with legacy systems, but current Windows Server defaults disable SMBv1. The Application Server needs SMBv1 enabled explicitly through its config file.

### Resolution

Add the SMBv1 override to the Application Server config:

1. Open `C:\Program Files\Ekran System\Ekran System\Server\EkranServer.Settings.config` on the Application Server computer.

2. Add the following key inside the config file:

   ```xml theme={"system"}
   <add key="SMB.UseV1" value="1" />
   ```

3. Restart the **EkranServer** service.

<Note>
  Using SMBv1 is a security compromise. Prefer the resolution above (upgrade the SMB share to SMBv2) unless a legacy SMBv1-only appliance blocks that path. The `SMB.UseV1=1` workaround is intended for transitional periods, not permanent operation.
</Note>

## Archiving fails due to SMB timeout

Archiving Client sessions to an SMB file storage location fails with this error:

```text theme={"system"}
The specified I/O operation on hs was not completed before the time-out period expired
(NT_STATUS error: STATUS_IO_TIMEOUT (0xC00000B5))
OpenFileHandle.CreateFile. File status: FILE_DOES_NOT_EXIST
```

### Cause

The default SMB response timeout of 5000 ms is not enough for the network path between the Application Server and the file share. Common cause: SMB share on a network with meaningful latency, or a file share that pauses briefly under load.

### Resolution

Increase the SMB response timeout by adding a config key. Higher values are more forgiving of network hiccups.

1. Open `C:\Program Files\Ekran System\Ekran System\Server\EkranServer.Settings.config`.

2. Add the following key, with a value larger than the default 5000 (values are in milliseconds; try 10000 or 15000 as a first step):

   ```xml theme={"system"}
   <add key="SMB.ResponseTimeout" value="10000" />
   ```

3. Restart the **EkranServer** service.

4. Retry archiving. If the timeout still triggers, raise the value further; if it triggers even at 30000+, the underlying network or SMB share problem needs investigation.

## Insufficient permissions when restarting the EkranServer service

When restarting the Syteca Application Server service, this message appears:

```text theme={"system"}
Not sufficient permissions to restart the Application Server
```

### Cause

The service management command is being invoked from a non-administrator context. The **EkranServer** service requires administrator permissions to restart.

### Resolution

Restart the **EkranServer** service under an administrator account. The simplest way: right-click the shortcut for whichever tool is being used (Services MMC, Task Manager, PowerShell) and select **Run as administrator**.

## Database connection lost

The Syteca Server tray application shows this message:

```text theme={"system"}
The Application Server connection with the database has been lost.
Click to view logs.
```

### Resolution

<Steps>
  <Step title="Verify network connectivity to the database">
    Confirm the database computer is online and reachable by running the following in a Windows command prompt on the Application Server:

    ```text theme={"system"}
    ping <database_computer_name>
    ```

    A successful ping does not guarantee database connectivity, but a failing ping indicates a network or DNS problem to resolve first.
  </Step>

  <Step title="Check database service status">
    On the database computer, confirm the database service is running (SQL Server, PostgreSQL, or Azure SQL Database as appropriate).
  </Step>

  <Step title="Check the port between Application Server and database">
    Verify the firewall on both machines allows the database connection port. Defaults: 1433 for MS SQL, 5432 for PostgreSQL.
  </Step>

  <Step title="Send logs to Syteca support">
    If the issue persists, send the `ServerLogs` subfolder from `C:\Program Files\Ekran System\Ekran System` to Syteca support for diagnosis.
  </Step>
</Steps>

## Cannot start the Application Server from the Syteca Server tray application

The **Syteca Server** tray application will not start the Application Server.

### Cause

The tray application is running in a non-administrator context. Starting the Application Server requires administrator permissions.

### Resolution

Close the tray application and relaunch it under an administrator account. Right-click the Syteca Server shortcut and select **Run as administrator**, then use the tray application to start the Application Server.

## Reinstalling a new version of the Application Server while preserving the old database

When reinstalling a new Application Server version, the intent is to preserve the existing database and pick up where the previous version left off, not to start fresh.

### Resolution

During reinstall, the installer prompts whether to use the existing database. Select the option to use the old database when prompted. The existing database remains in place with all historical data intact.

## Anti-virus software blocks uninstallation or update of the Application Server

Anti-virus scanning interferes with the Application Server uninstaller or update, causing the operation to fail or hang.

### Cause

The uninstaller performs operations (file removal, service deregistration) that some anti-virus engines flag as suspicious. False positives are common with Application Server uninstall operations.

### Resolution

Disable the anti-virus software temporarily during uninstall or update. Re-enable it once the operation completes and the new version is installed.

<Note>
  If disabling the anti-virus is not permitted by organization policy, request a temporary exception for the Application Server install folder from the security team. Provide the vendor and process names so the exception is scoped narrowly.
</Note>

## "Server is unavailable" when opening the Management Tool

Opening the Management Tool in a browser returns:

```text theme={"system"}
Server is unavailable. Please contact administrator.
```

### Resolution checklist

Run through the checks in order until the underlying cause is identified.

<Steps>
  <Step title="Check the Application Server log">
    Open the log file at `C:\Program Files\Ekran System\Ekran System\ServerLogs\server.txt`. Recent error entries usually point directly at the cause.
  </Step>

  <Step title="Confirm the EkranServer service is running">
    In `services.msc`, verify the **EkranServer** service is in the **Running** state. If not, start it (under an administrator account).
  </Step>

  <Step title="Verify database connectivity">
    Confirm the Application Server has a stable connection to the database server. Ping the database computer, check firewall rules for the database port, and confirm the database service itself is running.
  </Step>

  <Step title="Verify database has free space">
    On the database server, confirm the database has sufficient free space to accept new writes. A full database blocks Application Server operation.
  </Step>

  <Step title="Check the port from Application Server to database">
    Verify the port for connecting the Application Server to the database is open on both endpoints. Defaults: 1433 for MS SQL, 5432 for PostgreSQL.
  </Step>

  <Step title="Check binary storage folder permissions">
    If a binary folder stores screen captures, confirm the **EkranServer** service is running under a user or service account with read and write permissions to that folder. Missing folder permissions is a common cause of Management Tool unavailability that leaves few clues in the top-level error.
  </Step>
</Steps>

## MS SQL error: disallowed results from triggers

When installing, updating, or starting the Application Server against an MS SQL database, this error appears:

```text theme={"system"}
Syteca Application Server could not start due to disallowed results from triggers in MS SQL.
```

### Cause

The MS SQL Server configuration option `disallow results from triggers` is set to `1` (disallow). Syteca's schema requires the ability to return result sets from triggers, so this MS SQL option must be `0` (allow) for the Application Server to start.

### Resolution

Run the following commands in SQL Server Management Studio, connected to the MS SQL Server instance Syteca uses:

```sql theme={"system"}
EXEC sp_configure 'show advanced options', 1;
RECONFIGURE;
GO

EXEC sp_configure 'disallow results from triggers', 0;
EXEC sp_configure 'show advanced options', 0;
RECONFIGURE
GO
```

Once the configuration is applied, retry the Application Server install, update, or start.

<Note>
  This MS SQL setting change is instance-wide; it affects every database in the MS SQL Server instance, not only the Syteca database. If the same MS SQL instance hosts other applications, verify with those applications' vendors that allowing results from triggers is acceptable before applying the change.
</Note>

## Related

<CardGroup cols={2}>
  <Card title="Install the Application Server" icon="server-cog" href="/docs/administration/deployment/install-application-server">
    Application Server install procedure, including database and binary storage configuration.
  </Card>

  <Card title="Update the Application Server" icon="download" href="/docs/administration/deployment/update-application-server">
    Update procedure. Consult before running an update to a new version.
  </Card>

  <Card title="Application Server advanced settings" icon="settings" href="/docs/administration/deployment/server-advanced-settings">
    Complete list of settings available in EkranServer.Settings.config.
  </Card>

  <Card title="Application Server resource monitoring" icon="chart-line" href="/docs/administration/dashboards/application-server-monitoring">
    Monitor Application Server CPU, memory, database queue, and storage in real time.
  </Card>
</CardGroup>