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Troubleshooting

This section provides answers to some of the more common issues associated with EMS.

•For answers to a wider range of possible issues, consult the Frequently Asked Questions section.

•For a comprehensive Hanwell IceSpy troubleshooting protocol, go HERE.

Database Questions (SQL/Data Storage)

When I create a New Database from EMSConfig, I get a TargetInvocationException message?

EMS does not work after a Microsoft SQL update?

When I browse to EMS I see text with SQL login or connection errors; or the EMSData Service is showing SQL login or connection errors in the Application Event Log; what can I do?

Network, E-mail, Connection and Control Device Questions

There is no data arriving from my Selsium Base, or my ARB Module shows no Alarm screens, what can I do?

User Interface & Browser Questions

Graphs are not displaying properly, and/or date time pickers not working with Internet Explorer?

Date Time Pickers not Working

Blank Graphs on Internet Explorer 10

EMS does not display properly in my browser after an upgrade?

Fields Sunken and/or Display Incorrectly after Upgrade

Possible Issues Related to Windows Power Settings

Windows power settings can have a significant effect on Start-up, operation of Services and on USB / Network Communications with connected devices.

•The majority of Power Setting issues are seen with the Windows 10 Desktop Operating System, which is one of the reasons Hanwell strongly recommends running the EMS Server components on a Server Operating System.

•Power Settings tend to be much more aggressive by default on laptop machines, which is why Hanwell strongly recommends against using the as part of an EMS installation.

hmtoggle_plus1Loss of communications with SR2, CR2 or IceSpy Base Equipment

Make sure that power buttons are configured to power the machine down, rather than going to Sleep or Hibernate.

Make sure that hard drives, USB ports and Network ports are set to NOT allow Automatic Sleep Mode.

•Sleep and Hibernate power settings often 'break' the normal operation of programs and services that automatically communicate with external hardware devices, such as those used by EMS.
hmtoggle_plus1Data not being saved to the Database

Make sure that power buttons are configured to power the machine down, rather than going to Sleep or Hibernate.

Make sure that hard drives, USB ports and Network ports are set to NOT allow Automatic Sleep Mode.

•Sleep and Hibernate power settings often 'break' the normal operation of programs and services that automatically communicate with external hardware devices, such as those used by EMS.
hmtoggle_plus1Multiple Elapsed Time alarms on System start-up

Make sure that the 'Fast Start Up' feature is turned off.

The Fast Start Up feature essentially logs the User out, closing User State programs, takes an image of the current System State and then powers the computer down when the User shuts the computer down. When the computer is subsequently restarted, the image is reloaded to decrease start-up time; this returns Services to the sate they were in immediately before the shut down.

•This approach often 'breaks' the operation of Services that were listening on Network Ports prior to shut down. Additionally, because the Fast Start Up feature does not send a shut down signal to the EMS Data service, it is unable to inhibit Elapsed Time alarms on restart, so the User may receive numerous, spurious, Elapsed Time alarms.
hmtoggle_plus1EMS SR2 Service cannot connect to the Data Service - No data from SR2s after start-up

Make sure that the 'Fast Start Up' feature is turned off.

The Fast Start Up feature essentially logs the User out, closing User State programs, takes an image of the current System State and then powers the computer down when the User shuts the computer down. When the computer is subsequently restarted, the image is reloaded to decrease start-up time; this returns Services to the sate they were in immediately before the shut down.

•This approach often 'breaks' the operation of Services that were listening on Network Ports prior to shut down. Additionally, because the Fast Start Up feature does not send a shut down signal to the EMS Data service, it is unable to inhibit Elapsed Time alarms on restart, so the User may receive numerous, spurious, Elapsed Time alarms.