Monitoring - Troubleshooting

A few MOVEit Central troubleshooting hints are provided below.

Issues Encountered While Starting MOVEit Central

• Startup "hangs" or takes a long time... - During startup, MOVEit Central performs some analysis against its statistics database. If this database is very large (>100 megabytes) this analysis may take several minutes. To reduce this time, use the "PurgeStats.vbs" script to periodically purge and save off old entries from your statistics database.

Issues Encountered While Connecting to MOVEit Central

• "Could not connect" error - MOVEit Central may not be running. If MOVEit Central is running, your connection is likely being blocked by a personal firewall, port-filtering router, gateway firewall or some other device. See the "Connecting..." section of MOVEit Central Admin for information about connecting from remote locations.
• "Bad username or password" error - Means what it says. Either the user doesn't exist, the password is bad, or the user isn't in the domain/machine you thought it was.
• "User not in MOVEit Admin group" error - The user has been authenticated, but it doesn't belong to a MOVEit Admin, MOVEit Log or MOVEit-Users group. Therefore, MOVEit Central cannot grant this user any permissions and will deny the connection.
• "RPC Server is unavailable" error - The user under which the MOVEit Central runs as a service is not a member of a domain, but the user you are trying to authenticate with is.

Task Failure Issues

The first thing to do with any failed task is to 1) set the task filter to view only that task and 2) run that task again after setting the debug level to "All Debug" on the Log tab. There are many clues in the debug log as to why a particular task failed.

• "Could not connect" or "time out during connect" errors - Either the remote server is not alive or access to that remote server is blocked by a firewall.
• "Could not negotiate SSL" errors - Either MOVEit Central is required to provide an SSL client certificate but configured to not provide one or there is something terribly wrong with the SSL server certificate on the remote site. However, if this message is coming from an FTP/SSL site, this error could also be caused by corruption of the data stream by an intermediate firewall that performs application proxy functions but isn't familiar with FTP/SSL (e.g., early versions of Checkpoint firewalls).
• "Bad username or password" errors - Check your credentials.
• "Abort" errors - Either the client (MOVEit Central) or the remote server shut the connection prematurely. If it happens consistently, it may be an issue with a proxy server or a software bug.
• "Nothing Happened" - Check to make sure your source is configured to look in the correct location (host, folder, pathname). Also make sure there are actually files to pick up (adjust "delete original" option accordingly) and that the "collect only new files" option is set as expected.
• "Cannot create log file in directory" - Check that the account that the MOVEit Central service is running as (the default account is called "micsvc") has permissions to access the directory specified in "Directory for ASx logs"; this is set in the System settings > AS2 Log Directory tab.