> ## 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.

# Management Tool Troubleshooting

> Fix the System Health free-space warning, resolve a Chrome browser SSL certificate error, and legacy Internet Explorer login steps.

## Fix the "Running out of free space" warning

<Warning>
  **NOT AVAILABLE IN SAAS.** Contact your Syteca vendor or the Syteca Support team to change this value in a SaaS environment.
</Warning>

The System Health Transaction log adds a **"Running out of free space"** warning when the storage location used for Syteca data has less than an average of 2.5 GB of free space per Client. For example, with 10 Clients installed, the location needs more than 25 GB free to avoid this warning.

<Steps>
  <Step title="Open the Application Server settings file">
    On the Application Server computer, open `EkranServer.Settings.config` (by default in `C:\Program Files\Ekran System\Ekran System\Server`).
  </Step>

  <Step title="Add the warning threshold key">
    ```xml theme={"system"}
    <add key="DatabaseStorageSizePerClientWarning" value="150" />
    ```

    This sets the minimum required average free space per Client, in MB, before the warning is logged.
  </Step>

  <Step title="Save and restart the Application Server">
    Save the file, then restart the **EkranServer** service from Task Manager.
  </Step>
</Steps>

## Fix ERR\_SSL\_KEY\_USAGE\_INCOMPATIBLE in Chrome

Chrome version 119.0.6045.160 and later require the **Digital Signature** key usage parameter on any certificate used to serve the Management Tool over HTTPS. Without it, Chrome blocks the login page with this error.

### 1. Create a trusted self-signed certificate

<Steps>
  <Step title="Open PowerShell">
    Run Windows PowerShell as administrator.
  </Step>

  <Step title="Generate the certificate">
    ```powershell theme={"system"}
    New-SelfSignedCertificate -Type Custom -DnsName "server","server.domain.local","192.168.0.1" -KeyUsage "DigitalSignature","KeyEncipherment","KeyAgreement" -KeyAlgorithm RSA -KeyLength 4096 -CertStoreLocation "cert:\CurrentUser\My" -FriendlyName "SelfCert" -NotAfter (Get-Date).AddMonths(36) -Subject "SytecaCA"
    ```

    * **`-DnsName`**: every name used to reach the server — hostname, domain name, and IP address.
    * **`-KeyLength`**: 2048 is the minimum; some browsers warn below 4096.
    * **`-CertStoreLocation`**: only `LocalMachine\My` or `CurrentUser\My` are valid.
    * **`-NotAfter`**: the certificate's expiration date.
  </Step>
</Steps>

### 2. Export the certificate

<Steps>
  <Step title="Open the Certificates snap-in">
    Press **Windows+R**, enter `mmc`, press **Enter**, and click **Yes** on the User Account Control prompt. Select **File > Add/Remove Snap-in**, choose **Certificates**, and click **Add**.
  </Step>

  <Step title="Target the current user account">
    Select **My user account**, click **Next**, then navigate to **Certificates - Current User > Personal > Certificates**.
  </Step>

  <Step title="Export the certificate and private key">
    Right-click the certificate, select **All Tasks > Export**, then on the wizard select **Yes, export the private key**.
  </Step>

  <Step title="Set the export format">
    Select **Include all certificates in the certification path if possible**, **Export all extended properties**, and **Enable certificate privacy**.
  </Step>

  <Step title="Set a password and save">
    Enter and confirm a password, choose a file location and name, then finish the wizard.
  </Step>
</Steps>

### 3. Add the certificate to Trusted Root Certification Authorities

<Steps>
  <Step title="Install the exported certificate">
    Open the folder where the certificate was exported, right-click it, and select **Install PFX**.
  </Step>

  <Step title="Select the Local Machine store">
    On the Certificate Import Wizard, select **Local Machine**, then continue past **File to Import**.
  </Step>

  <Step title="Enter the private key password">
    Enter the certificate's password on **Private key protection**.
  </Step>

  <Step title="Place it in Trusted Root Certification Authorities">
    Select **Place all certificates in the following store**, choose **Trusted Root Certification Authorities**, and finish the wizard.
  </Step>
</Steps>

### 4. Bind the certificate in IIS

<Steps>
  <Step title="Open IIS Manager">
    Open Internet Information Services (IIS) Manager.
  </Step>

  <Step title="Import the certificate">
    In **Connections**, select the target computer, open **Server Certificates**, click **Import** (in the Actions pane), select the certificate, and enter its password.
  </Step>

  <Step title="Bind it to the default site">
    Under **Sites**, select **Default Web Site**, click **Bindings**, double-click the **https** record, confirm **Type** is **https**, and select the imported certificate under **SSL certificate**.
  </Step>

  <Step title="Close and restart Chrome">
    Click **Close**, then restart Chrome. The Management Tool should now open without the error.
  </Step>
</Steps>

<Frame caption="The ERR_SSL_KEY_USAGE_INCOMPATIBLE error in Chrome, caused by a certificate missing the Digital Signature key usage.">
  <img src="https://mintcdn.com/syteca/0FlD-vkHsBA1azVX/images/administration/deployment/err-ssl-key-usage-incompatible.png?fit=max&auto=format&n=0FlD-vkHsBA1azVX&q=85&s=cb1fbf2f871ed7683f97666e7f3b2a0d" alt="Chrome browser showing the ERR_SSL_KEY_USAGE_INCOMPATIBLE error" width="1485" height="588" data-path="images/administration/deployment/err-ssl-key-usage-incompatible.png" />
</Frame>

## Log in using Internet Explorer 11 (legacy)

<Warning>
  Internet Explorer is no longer supported from Syteca version 7.0 onward. This section is preserved for legacy environments only.
</Warning>

If a user can't log in to the Management Tool using Internet Explorer 11, add the Management Tool address to IE's trusted sites:

<Steps>
  <Step title="Open Internet Options">
    In Internet Explorer, click **Tools > Internet Options**.
  </Step>

  <Step title="Open Trusted Sites">
    Select the **Security** tab, then **Trusted Sites**.
  </Step>

  <Step title="Lower the security level">
    Set the security level to **Low**.
  </Step>

  <Step title="Disable Protected Mode">
    Clear the **Enable Protected Mode** checkbox.
  </Step>

  <Step title="Add the site and close">
    Click **Sites**, add the Management Tool address, click **Close**, then **OK**.
  </Step>
</Steps>

## System update issues

<Warning>
  **NOT AVAILABLE IN SAAS.**
</Warning>

<AccordionGroup>
  <Accordion title="After a successful update, the EkranServer service cant be launched">
    Application Server logs show:

    ```text theme={"system"}
    ERROR The EkranServer service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 60000 milliseconds: Restart the service.
    ```

    This happens when a file (not a folder) named `Program` exists in the `SystemDrive` root, or a file named `Common` exists in `ProgramFiles` — Windows Service Control Manager expects `SystemDrive\Program` and `Program Files\Common` to be folders, and can't locate them if they're files instead. Rename or delete the conflicting file(s), then restart the system.
  </Accordion>

  <Accordion title="No activated serial keys are displayed after reinstalling or updating the Application Server">
    * If the keys were activated **online**, they resynchronize automatically on the Application Server's first startup after the update — an active internet connection is required at that moment.
    * If the keys were activated **offline**, add them again manually in the Management Tool.
  </Accordion>

  <Accordion title="A message about Update & Support period expiry appears during an update">
    Contact your account manager or the Syteca Support team.
  </Accordion>

  <Accordion title="Clients are offline after updating from v6.5.xx to v6.60.xx, with &#x22;Srv.IO Pool Size&#x22; errors in the logs">
    Application Server logs show entries like:

    ```text theme={"system"}
    WARN in Srv::ConnectionCore::ConnectionCore, @41: Srv.IO Pool Size is equal 0, you won't receive any incoming connections.
    WARN in Srv::ConnectionCore::ConnectionCore, @47: Srv.RPC Pool Size is equal 0, you won't receive any incoming connections.
    ```

    <Steps>
      <Step title="Stop the Application Server">
        Stop the **EkranServer** service via Task Manager.
      </Step>

      <Step title="Open the settings file">
        Open `EkranServer.Settings.config` (by default in `C:\Program Files\Ekran System\Ekran System\Server`).
      </Step>

      <Step title="Remove the pool size overrides">
        Delete these two lines:

        ```xml theme={"system"}
        <add key="SRV.RpcPoolSize" value="0" />
        <add key="SRV.IoPoolSize" value="0" />
        ```
      </Step>

      <Step title="Save and restart">
        Save the file, then start the **EkranServer** service again via Task Manager.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Issues with monitored sessions

<AccordionGroup>
  <Accordion title="I'm logged in but can't see any captured data from a Windows Client">
    Confirm you have the **Viewing Monitoring Results** permission for that Client.
  </Accordion>

  <Accordion title="Some screen captures are blank">
    * If a user types continuously, stops, then switches windows within 3 seconds, the keystrokes attach to a blank capture.
    * Minimizing an RDP connection window while accessing a Client also produces a blank capture.
  </Accordion>

  <Accordion title="A session contains no screen captures at all">
    On the Client, open **Editing Client > User Activity Recording** and confirm **Enable screen capture recording along with user activity recording** is selected.
  </Accordion>

  <Accordion title="Some screen captures look like two or more parts">
    The Client computer has multiple monitors, and the capture shows all of them.
  </Accordion>

  <Accordion title="The &#x22;Text Data&#x22; column is empty, even though text was copied, cut, or pasted">
    * Confirm you have the **Viewing Text Data** permission for that Client.
    * Confirm **Enable clipboard monitoring** is selected in the Client's configuration.
  </Accordion>

  <Accordion title="Screen captures are sent more frequently than I defined">
    If any [user activity recording](/docs/session-monitoring/recording/user-activity-recording) option besides **Record user activity periodically** is enabled, captures follow user activity instead of a fixed interval.
  </Accordion>

  <Accordion title="A screen capture image is blurry">
    It was likely captured mid-animation, if the Client computer has smooth interface animations enabled.
  </Accordion>

  <Accordion title="A screen capture image is in grayscale">
    The Client is configured for grayscale capture. Check the [Bit depth setting](/docs/session-monitoring/recording/user-activity-recording) in the Client's configuration.
  </Accordion>

  <Accordion title="The screen capture time doesn't match my computer's clock">
    Capture times reflect the Client computer's clock, not the viewer's.
  </Accordion>

  <Accordion title="The screen capture time doesn't match what the Client computer's clock should show">
    Check whether the Client computer's time settings have changed.
  </Accordion>
</AccordionGroup>

## Management Tool issues and error messages

<AccordionGroup>
  <Accordion title="&#x22;You do not have permission to add secrets (error code: UM001)&#x22;">
    Only users added to the Management Tool directly (not via an Active Directory group) can add secrets or folders on the Password Management page.
  </Accordion>

  <Accordion title="HTTP 500 Internal Server error connecting to the Management Tool on Windows 7">
    Run as administrator:

    ```bat theme={"system"}
    cd %windir%\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe –iru
    ```

    Use the `Framework` (not `Framework64`) path on a 32-bit machine.
  </Accordion>

  <Accordion title="Management Tool pages display incorrectly, or navigation links are missing">
    Clear the browser cache and cookies, then sign in again.
  </Accordion>

  <Accordion title="&#x22;The Application Server is unavailable. Please contact your system administrator.&#x22;">
    Refresh the Management Tool, confirm the Application Server is running, and restart it if needed. Contact Syteca Support if the issue persists.
  </Accordion>

  <Accordion title="Client Groups tab shows an error with &#x22;Error404?message=PageNotFound&#x22; in the URL">
    The **Default Document** setting for the Syteca website is disabled in IIS.

    <Steps>
      <Step title="Open IIS Manager">
        On the Management Tool computer, open Internet Information Services (IIS) Manager.
      </Step>

      <Step title="Open Default Document">
        Under **Connections > Sites > Default Web Site > Syteca**, double-click **Default Document**.
      </Step>

      <Step title="Enable it">
        Click **Enable** in the Actions pane.
      </Step>

      <Step title="Log in again">
        Re-log in to the Management Tool.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="405 error code editing a secret, LDAP target, or deleting a report">
    Caused by **WebDAV Publishing** being enabled in IIS. Deselect it, then reboot the computer.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={2}>
  <Card title="Install the Management Tool" icon="monitor" href="/docs/administration/deployment/install-management-tool">
    Full Management Tool installation procedure.
  </Card>

  <Card title="System Health dashboards" icon="activity" href="/docs/administration/dashboards/system-health-dashboards">
    Where the free-space warning and other system events surface.
  </Card>

  <Card title="Database management" icon="database" href="/docs/administration/deployment/database-management">
    Archive and cleanup settings that affect storage consumption.
  </Card>

  <Card title="Logs" icon="file-text" href="/docs/resources/troubleshooting/logs">
    Collect Application Server and Management Tool logs for deeper diagnosis.
  </Card>
</CardGroup>