Troubleshooting Device Registration Service

The following table provides troubleshooting information for the Device Registration Service and the Device Registration Service web client:

Description Cause Solution
Windows service does not start.

One or more configuration settings may be invalid.

If the Windows service has been set to run under a network account, ensure the account has local administrator permissions.

If connecting to SQL Server, click Verify under Properties to ensure the connection information is valid.

Web client reports service is down.

The Windows service that hosts the Web service may not have been started or was unable to start.

Use the Device Management Configuration Tool to ensure that the Web service has been started. If the service fails to start, verify the database connection by clicking Verify in database properties.

Ensure the Service Port number set in the Service tab of the Device Management Configuration Tool is not in use elsewhere.

Web client reports access is denied.

The user does not belong to the Access Group set in the Device Management Configuration Tool.

Add the user to the Window group set with the Access Group field on the Service tab of the configuration tool, or clear the Access Group field to allow all users.

Application does not appear in the Application drop-down list box when creating a Device.

The Application profile for the specific device type has not been created.

Create an Application profile in the Application section of the Web client. When prompted for Application Type, select the option that matches the type of device for which you want to create a Device profile.

Importing Devices reports Application Profile was not found for all rows.

Imported file is not in CSV format, or does not follow the expected import format.

Verify that the imported file is a text file in comma separated value (CSV) format with the .csv extension. If you are using Microsoft Excel, use the Save As option to save the file as a CSV file.

Import headers should appear in the following order: Name, IP, ApplicationProfile, DeviceType, DeviceGroup, Properties, InheritPropertyFromGroup, SerialNumber, Username, Password. Refer to the import guidelines topic in the section for your Unified Client type for more information.

Web client does not connect to service when SSL is enabled.

File path to certificate is invalid, or the password is incorrect.

Use the Device Management Configuration Tool to verify the Certificate Path and Certificated Password settings on the Security tab. Ensure that the httpCfg.exe utility has not been removed from under the Service folder of the Device Registration Service installation folder.

Advanced
With the Windows service stated, verify the certificate has been installed in the local Windows certificate store. A self-signed certificate should be found under Personal Certificates on the local machine.
Cannot connect to Web client when SSL is enabled.

File path to certificate is invalid, or the password is incorrect.

See Web client does not connect to service when SSL is enabled in this table for more information.

Web client does not load in the browser.

One or more configuration settings may be invalid, or the service is not started.

Use the Device Management Configuration Tool to verify that the Client Port number set on the Service tab is not in use elsewhere.

Verify that the service has been started, then use the Web client link at the bottom of the Service tab in the Device Management Configuration Tool to launch the Web client.

Get an Error in Opening Window error message when starting Device Configuration Manager.

FIPS was enabled without clearing the SSL settings.

Close Device Configuration Manager and then disable FIPS. Start Device Configuration Manager, select the Security tab, clear the Enable SSL on Web Service and Enable SSL on Web Client options, and then enable FIPS.

The Device Registration Service fails to start after valid user credentials are specified for Network Account on the Service tab of the DRS Device Configuration Manager.

The Device Configuration Manager displays an error message that Service credentials are invalid when you try to start the service in Service Actions using a valid domain user account.

The Device Configuration Manager failed to register the domain user credentials with the Windows service manager. This is a known issue.

After you specify to run the service under a domain user account in the DRS Device Configuration Manager, start it for the first time in the Windows Services administrative console:

  1. Open Control Panel > Administrative Tools > Services.
  2. In the Name column, double-click Device Registration Service.
  3. On the Log On tab, make sure that the domain user account credentials are correctly specified for This account.
  4. On the General tab, click Start.
  5. Click OK.

You will subsequently be able to start the service with the specified credentials in the DRS Device Configuration Manager.

Unhandled exception error occurs when creating an Application or adding a Device when you use a network account to run the DRS service.

The network account used to run the DRS service requires Full Control permissions to LocalDB database files used by DRS.

Provide the Full Control permission for the network account that runs the DRS service to the following two files in the DRS Services folder:

  • DRS_LDB.mdf
  • DRS_LDB_log.ldf

The network account that runs the DRS service is specified on the Service tab of the Device Registration Configuration Manager. These are located in the following folder (when DRS is installed in the default location):

C:\Program Files\Nuance\Device Registration Service\Service.