TEOS Manage 2.0 Support and Troubleshooting Guide

TEOS Manage 2.0 Support and

Troubleshooting Guide

Document version 1.0

Description

This troubleshooting and support guide will help you resolve any issues you may

encounter using TEOS Manage. If you after this you still have issues, please contact

a Sony support representative.

2 | TEOS Manage Support and Troubleshooting guide

TEOS Manage Setup

Before running the setup, it is important to have all the pre-requisites installed.

Please refer to the installation guide and check that they are installed.

After opening the setup and typing the serial number the button is greyed-out.

Please insert the correct serial and try again.

I get the message that TEOS Manage cannot connect to the database.

This could mean several things:

• SQL Server is not installed

• SQL Server is not configured correctly

• The Username and Password are incorrect

SQL Server is not installed

Please check if the SQL server is installed correctly.

Click Start, point to All Programs, point to Microsoft SQL Server, point to Configuration Tools,

and then click SQL Server Configuration Manager.

3 | TEOS Manage Support and Troubleshooting guide

If you do not have these entries on the Start menu, SQL Server is not correctly

installed. Run Setup to install the SQL Server Database Engine.

In SQL Server Configuration Manager, on the left pane, click SQL Server Services.

The right pane lists several services that are related to SQL Server. If the Database Engine

is installed, the Database Engine service is listed as SQL Server (MSSQLSERVER) if it is the default instance;

or SQL Server (<instance_name>), if the Database Engine is installed as a named instance. Unless the

instance name is changed, SQL Server Express installs as a named instance with the name SQLEXPRESS. A

green triangle icon indicates that the Database Engine is running. A red square icon indicates that the

Database Engine is stopped.

To start the Database Engine, in the right pane, right-click the Database Engine, and then click Start.

If the SQL Server is not installed please install the SQL Server according to the installation manual of TEOS.

SQL Server is not configured correctly

Verify if the correct settings are configured

Press the windows button and type SQL configuration and open the SQL Configuration manager and

check the following steps:

On the left side select: SQL Server Network Configuration -> Protocols For SQLEXPRESS.

On the right side enable all the options by right clicking the options and select enable.

4 | TEOS Manage Support and Troubleshooting guide

Next right click on TCP/IP and select properties. Select the IPAddresses tab. For the IPv4 address set

Enabled to yes, clear the TCP Dynamic Ports field and add the port 1433

to the TCP Port field.

Now scroll down to the bottom, add port 1433 to the TCP Port field and click apply -> OK.

As the message prompt indicated you now need to restart the SQL Server. To do this select SQL Server

Services in the left menu, right click on SQL Server (SQLEXPRESS) and select restart. After the SQL Server

is restarted this part of the setup is finished.

5 | TEOS Manage Support and Troubleshooting guide

The Username and Password are incorrect

Please check if the username and password are set correctly in the SQL management studio.

Open SQL management Studio and login with the Windows Authentication option.

Click connect

Navigate to Security > Logins and select the user.

Right click the user and select properties.

6 | TEOS Manage Support and Troubleshooting guide

Insert a new password and click OK.

After that use the same credentials in the TEOS Manage setup.

You get the message that IIS is not installed properly

When the setup generates the IIS in not installed properly message please check your IIS Setup

and configuration

Please refer to the TEOS Manage installation manual to the chapter:

“install IIS 8 on a Windows 2012 server”

If you are using an older version of Windows server refer to:

“install IIS 7.5 on Windows Server 2008 R2”

What also could be an issue is that not all the elements of IIS are installed.

Please check that all these components are installed:

Webserver

Common HTTP Features

Default Document

Directory Browsing

HTTP Errors

Static Content

HTTP Redirection

Health and Diagnostics

HTTP Logging

Custom Logging

Logging Tools

Tracing

Performance

Static Content

Compression Dynamic

Content Compression

Security

Request Filtering

7 | TEOS Manage Support and Troubleshooting guide

Application Development

.NET Extensibility 3.5

.NET Extensibility 4.5 Application Initialization ASP

ASP.NET 3.5

ASP.NET 4.5

CGI

ISAPI Extensions

ISAPI Filters

Server Side Includes WebSocket Protocol

Management Tools

IIS Management Console

After correcting the issues run the setup again.

When I go to the TEOS Manage page after setup I get the message this webpage

cannot be displayed

Please check if IIS is installed properly and if the DNS records are available.

To check if the DNS record is available open a command prompt and type:

“Nslookup” <enter> then type the domain name you have used for TEOS Manage for example

“teos.manage” <enter> if the domain does not exists you see this message:

Correct the DNS error and try again.

TEOS Manage interface

The interface is not working

Check if IIS is running on the windows server.

Type in Services.msc at the search bar

Look for the World Wide Web Publishing Service

If the status is Started IIS is running

The Startup Type will tell you if it is set to start Automatically If it is not started

please start the service.

8 | TEOS Manage Support and Troubleshooting guide

When I open TEOS Manage I see the system cannot find the file specified

When you see this message it means that the SQL server is not running.

Please verify if SQL is running on the system by taking the following steps:

Type in Services.msc at the search bar

Look for the SQL Server service

If the status is Started IIS is running

The Startup Type will tell you if it is set to start Automatically

If it is not started please start the service.

9 | TEOS Manage Support and Troubleshooting guide

The status of my device is red and it cannot be controlled by

TEOS Manage

It seems that the device is not reachable from TEOS Manage.

Try to ping the device from the server:

open a command prompt

type ping and the IP address of the device

ping 192.168.0.101

If you see this:

Pinging 192.168.0.101 with 32 bytes of data:

Reply from 192.168.0.103: Destination host unreachable. Reply from 192.168.0.103: Destination host

unreachable. Reply from 192.168.0.103: Destination host unreachable. Reply from 192.168.0.103:

Destination host unreachable.

Ping statistics for 192.168.0.101:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

C:\Users\Administrator>

It means that the device is not responding. Please correct the network issues and try again. If the

problem still persists after the network connection is reared please contact support.

AD and IIS server issues

When installing on an Active Directory controlled user you have issues after the installation to load the

webpage.

The following error may appear.

If so, check the apps section of the IIS app Pool.

10 | TEOS Manage Support and Troubleshooting guide

If all stopped then try restarting the apps. If they fail to restart, then please look at either of the following

solutions

Note part 1 is for user if password too short for AD policy.

The AD user needs to have write access within c:/program files/TEOS Manage and it needs to have “logon

as batch” permissions.

The setup creates a local user which can be found through computer management (Ctrl+R and enter

“compmgmt.msc”)

You can change the passwords for the IIS_data user, and by default it should be member of the “user”

group.

After changing the Password you can download this powershell file, edit it to contain the new password,

and execute it to automatically change IIS to use the new Password.

Powershell file download: https://freerkd.stackstorage.com/s/EWH7eu0X1X61qhw

Change the file where you configure in the top the currently configured username for the Users, and below

the new username/password you want to use.

Go to Computer Management

Go to Local Users and Groups -> Users

If there is no IISdata user, create one: right click -> New User… -> User Name: IISdata, Password: choose

one in accordance with customer policy

11 | TEOS Manage Support and Troubleshooting guide

4. Select Password never expires

Edit the script “change_user_IIS.ps1” and change the password in line 7 with the new password as at step 3

12 | TEOS Manage Support and Troubleshooting guide

Open a Power Shell window in administrator mode

Type set-executionpolicy remotesigned -> Yes

Execute the script: .\change_user_IIS.ps1

Message: Application pool passwords updated… must be displayed

Open IIS

Check that all Applications can be started (and don’t stop) in Application Pools:

If it doesn’t work try to change the password of one application manually by clicking right -> Advanced

Settings. Go to Identity -> IISdata and click on the box with …:

Click Set…

Enter Username: IISdata and the password

13 | TEOS Manage Support and Troubleshooting guide

If there is a message “Invalid password” go to the Co remotemputer Management -> User IISdata and check

that “Account is locked out” is not ticked.

If this does not resolve the issue please request the following:

From the customer AD administrator you need to request for a user with batch login rights.

Then change the above script with the new user login details

For example:

AD administrator provides you with

Bamc\teos_service

Pswd 12345678

mport-Module WebAdministration

$applicationPools = Get-ChildItem IIS:\AppPools | where { $_.processModel.userName -eq "IISdata" }

foreach($pool in $applicationPools)

{

$pool.processModel.userName = "bamc\teos_service"

$pool.processModel.password = "12345678"

$pool.processModel.identityType = 3

$pool | Set-Item

}

Write-Host "Application pool passwords updated..." -ForegroundColor Magenta

Write-Host ""

Then carry out the process as of section 11 above.

14 | TEOS Manage Support and Troubleshooting guide

pro.sony/TEOS