Hub Server Troubleshooting

This section provides information to help troubleshoot common issues you might encounter while using Turbo Server.

Common Issues

The following table lists common issues/questions and their solutions:

Issue/Question

Solution

There is an error during installation: Turbo Hub Server installation failed, please contact the administrator. This may occur if there is a timeout when starting or accessing the database services. Go to Control Panel > Administrative Tools > Services and try restarting the Turbo Hub Server service.
The Turbo Hub Server service fails to start. This may occur if there is a timeout when starting or accessing the database services. Go to Control Panel > Administrative Tools > Services and try restarting the Turbo Hub Server service.

If the service continues to fail to start, review the required ports for the installed roles. Ensure that other services such as IIS do not conflict with required ports.

I am unable to access the Administration Site or Hub Site from another machine.

Microsoft Windows security settings might be restricting external connections to the ports assigned to the Administration and/or Hub sites. For information about configuring Turbo Hub Server security settings, refer to Configuring Turbo Hub Server Security.

My application does not appear on the Turbo Streaming Server portal.

Verify that the application has been pushed to the correct org account dashboard (for turbo.net hub) or namespace (for Turbo Hub Server). For more information about publishing application versions, refer to Managing Applications.

Where do I install a new license?

New licenses can be applied by clicking the New License link found on the Admin page in the Administration Site.

Turbo Hub Server is no longer accessible after making a Network Configuration change Turbo Hub Server service may need to be restarted after making a network configuration change. Go to Control Panel > Administrative Tools > Services and try restarting the Turbo Hub Server service.

HTML5 cloud launch fails to start the application and results in the generic error page.

Review the SSL troubleshooting documentation. If it is not a certificate issue, the application server may not be accessible from the broker. Check that port 80 or 443 can be accessed from the broker to the application server.

HTML5 cloud launch fails to start the application with The service not available error.

This error may occur if the application login mode is set to ask, and the user attempts to login with a user that is not part of the Remote Desktop Users group. Ensure the user is part of the Remote Desktop Users group.

Help! I forgot the administrator account password and can't access the Administration Site.

Remove the admin group by using the server cli. Open a command prompt as administrator and navigate to the installation folder. Run `Server.exe admin user-group 2 clear` which clears all users from the server administrator's group. This allows you to access the the Administration Site without login. Reset the admin user's password and add the user back to the administrator's group to secure the Administration Site.

An error occurs when pushing large images to the hub.

Hub JVM may require more memory to synchornize large images. Navigate to the admin's /admin/domain/servers.aspx page and navigate to the Hub server's settings. Increase the Hub heap max setting.

The admin site displays Compiler Error Message: The compiler failed with error code -1073741502.

The service user does not have permissions to modify the asp.net temporary compiler cache. Stop the Turbo service. Delete C:\Windows\Microsoft.NET\Framework\{version}\Temporary ASP.NET Files. Restart the Turbo service.

Unable to run applications remotely on Application Server due to Windows Interactive Login Message feature.

Use the **Notice and Consent** setting under /admin/general. Remove the group policy as described [here](https://docs.microsoft.com/en-us/windows/security/threat-protection/security-policy-settings/interactive-logon-message-text-for-users-attempting-to-log-on), and disable the following registry keys:
HKEY\_LOCAL\_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\winlogon\ LegalNoticeCaption LegalNoticeText

Error 'The remote name could not be resolved' when accessing the administration site.

Open command prompt on the Hub server and issue ping commands to well known hosts. If the ping commands fail then the DNS server may not be resolving correctly. Switch to a public DNS server and see if the ping commands work. If they work then the error is due to the previous DNS server.

Upgrade fails with error 'Cannot start service Turbo on computer'.

Unknown error in Windows service control manager. Restart the computer and try again.

Enable Diagnostic Mode

Enabling diagnostic mode generates debug output logs. These can be used to help the Turbo support staff diagnose and debug issues.

Turbo Client

Diagnostic logs are written to the c:\users[user]\appdata\local\turbo\logs directory.

Turbo Server

When troubleshooting an issue related to the general administration of Turbo Hub Server, enable diagnostic mode for Turbo Hub Server. Complete the following steps to enable diagnostic mode for Turbo Hub Server:

  1. Open a Windows Command Prompt as an administrator (cmd.exe).

  2. Enter the following command: net stop turbo

  3. Navigate to C:\ProgramData\Turbo Server and open settings.xml with Notepad or another text editor.

  4. Add a new element called TraceLevel with value Debug as a child element to Settings; after adding this element the file should resemble the following:

      <?xml version="1.0" encoding="utf-8"?>
      <settings>
    	  <InstallPath>[Path]</InstallPath>
    	  <InstalledVersion>[Version]</InstalledVersion>
    	  <DbLibraryConnection>embedded</DbLibraryConnection>
    	  <DbManagerConnection>embedded</DbManagerConnection>
    	  <TraceLevel>Debug</TraceLevel>
      </settings>
    
  5. Enter the following command: net start turbo

Locating Log Files

There are several types of logs available for Turbo Server, including logs for the installation process, Apache, and SQL Server. The log file locations are dependent on the install location of Turbo Server. The default location is "C:\Program Files\Turbo Server".

Turbo Hub Server Installation Logs

  • [Install Directory]\logs\Setup.log

Turbo Hub Server Service Logs

  • [Install Directory]\logs\*.log

Turbo Hub Server Web Services Logs

  • [Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Turbo Server\Web\logs\*.log
  • [Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Turbo Server\Web\Hub\logs\*.log

Turbo Hub Server SQL Server Logs (Embedded SQL Server Express)

  • [Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Microsoft SQL Server\MSSQL.1\MSSQL\LOG

Turbo Hub Server Apache Logs

  • [Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Apache Software Foundation\Apache2.2\logs\error.log

Turbo Streaming Server Logs

  • Portal and Broker servers write all log traces to the console. These are archived in their container logs xcstream_*.txt files. Use turbo logs [container] --export=c:\path to retrieve the logs.
  • Application Server provisioning logs are stored in C:\Program Files (x86)\Turbo\ApplicationServer\logs.

Starting and Stopping the Turbo Server Service

Oftentimes, troubleshooting and fixing problems in Turbo Server requires the Turbo Server service be restarted.

There are currently two ways of doing this, through either the Control Panel or the Command Prompt. Each method is listed, below:

  1. Through the Control Panel

    a. Navigate to Control Panel > Administrative Tools > Services or Control Panel > System and Security > Administrative Tools > Services

    b. Restart the Turbo Server service

  2. Via the Command Prompt using the net command

    a. Run a new command prompt (cmd.exe) as Administrator

    b. Type the command net stop turbo to stop the Turbo Server service

    The expected output for this command is:

    The Turbo Server service is stopping.
    The Turbo Server service was stopped successfully.
    

    c. Type the command net start turbo to start the Turbo Server service

    The expected output for this command is:

    The Turbo Server service is starting.
    The Turbo Server service was started successfully.
    

Windows Event Viewer

The Windows Event Viewer is another useful source of information. If there is an issue starting the Windows service for Turbo Hub Server there may be information reported in the Window Event Viewer to help diagnose the problem.

Questions? Talk to us.