> For the complete documentation index, see [llms.txt](https://docs.infotopics.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infotopics.com/trulyp/installation-and-troubleshooting/troubleshooting.md). # Troubleshooting ## Logging Trulyp keeps track of errors in log files. These log files can be viewed in the management console and are also visible in the file storage on the machine. * In the backend, Click on `Monitoring` -> `Logging` in the menu At the left there is a list of log files. The left part of the page shows the lines in the log files. Clicking on a line will open the details of the log item. There is also a download logs button that will compress all log files into a zip file for easy sending. * In the directory where WriteBackExtreme.exe is installed, there is a directory .app-runtime/storage/logs which contains all log files. (On linux this will be at `/usr/local/share/trulyp/.app-runtime/storage/logs`) When you encounter an error in the application, it is always helpful to send the logs with the support ticket so we can directly start investigating. ## Application startup When the application does not start, the cause can probably be found in the log files. they are located in \/.app-runtime/storage/logs/\*.log. When opening a support ticket, please provide these files.
Could not startup server, Contact Apps For Tableau support when the problem persists The app server is unable to start. This can have multiple causes, such as: * The application is configured as administrator but is currently not running with administrator privileges. * Another WriteBackExtreme process might be running in the background. Open Task manager and select the `Details` tab. You should have only one process called WriteBackExtreme. * Other processes might be running on the port that is configured in WriteBackExtreme. You can do that with this command in cmd: ``` netstat -aon ``` * Open Powershell and navigate to the directory where WriteBackExtreme.exe is located. run this command to manually trigger the application server: ``` ./WriteBackExtreme.exe serve ``` This command might give more details about what went wrong. * Check the error logging in `./wbe-runtime/storage/logs/` This will probably show the underlying reason. We have [a page of common error messages](/trulyp/writebackextreme-old/troubleshooting-and-faq/troubleshooting/errors.md) you might see that will help you solve the problems.
listen tcp :443: bind: Only one usage of each socket address (protocol/network address/port) is normally permitted When this error appears in your wbe-application.log, the WriteBackExtreme server can't start, because the port you have configured is already in use by another program.
WriteBackExtreme is slow or unresponsive A typical reason of a slow experience is the database connection itself. Especially databases that are not running in the same network can be slower. When the management console for example is also slow you can take a look at the application performance. Open Powershell and navigate to the directory where WriteBackExtreme.exe is located. Run this command to see the statistics of the internal workers: ``` ./WriteBackExtreme.exe workers --interactive ``` This will generate an interactive statistics table like so: Note: The amount of rows (workers) is dependent on the amount of processor cores available on the machine. When this shows a lot of Memory or CPU consumption it could be a good idea to increase the number of workers. Alter the `wbe.config.toml` configuration file in the installation directory, and add a num\_workers option to the `http` part like so: ![](https://content.gitbook.com/content/WbWxEBax8PKTjFYRLWgi/blobs/OKTv44V3IbyNmurbF1ci/Screenshot%202024-09-02%20at%2013.54.33.png) Note: Indentation in the wbe.config.toml file matters! Always use 2 spaces as indentation. **Warning: Increasing the amount of workers to more than 30 will not increase performance, and can lead to unwanted behavior.**
WriteBackExtreme does not start after rebooting server even though it is running as a service This can have two causes: 1. The WriteBackExtreme application could have experienced an unexpected shutdown. The service is not able to restore the correct configuration files. A common fix for this is to open WriteBackExtreme.exe manually and close it. After closing the application manually, the configuration files are reset and the service should be able to start again. 2. Another common cause of this is when the repository database is mysql, postgresql or sql server on the same machine it could be that WriteBackExtreme is started before the database is started. When this happens you will see database connection errors in the log files. This can be resolved by adding a delayed start in the service configuration. **Linux** Add a sleep to the service file (typically located at /etc/systemd/system/WriteBackExtreme.service) ExecStartPre=/bin/sleep 15 **Windows** * Open services. * Look for WriteBackExtreme service * Right click and select properties * On the general tab, select Automatic (delayed start) as startup type.
SSL/TLS certificate validation errors when connecting to databases **Symptoms** During installation or configuration, the extension cannot establish a database connection.\ Error messages may mention SSL/TLS, certificate trust, or “the certificate chain was issued by an authority that is not trusted.” * Error message example: ``` SQLSTATE[08001]: [Microsoft][ODBC Driver 18 for SQL Server]SSL Provider: The certificate chain was issued by an authority that is not trusted. ``` **Cause**\ The database requires SSL encryption, but the certificate presented cannot be validated. This often occurs when: * A self-signed certificate is being used, and its authority certificate is not trusted on the machine running the extension. * The full certificate chain (including intermediate certificates) is not installed. * The client is enforcing encryption, but cannot verify the server’s certificate. **Solution** * If possible, use a certificate signed by a trusted Certificate Authority (CA). * If using a self-signed certificate, import the authority certificate into the **Trusted Root Certification Authorities** store of the machine running the extension. * Ensure the full certificate chain (including intermediates) is installed. * If issues persist during installation, you can try resetting the setup: * Stop the extension service. * Delete the `runtime` and `config` folders to reset the installation. * Restart the installation and re-enter database details. * As a last resort, tick **Disable SSL certificate validation** to bypass the validation check.
PHP Warning: 'C:\Windows\SYSTEM32\VCRUNTIME140.dll' xx.xx is not compatible with this PHP build linked with 14.xx This error appears when the **Microsoft Visual C++ Redistributable for Visual Studio** is not up-to-date. WriteBackExtreme depends on this.Solution: In the directory where WriteBackExtreme is installed is a resources folder. This folder contains the installer for Visual Studio Redistributable. Installing this fixes the problem.
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