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--- troubleshooting:diagnosing_connection_problems [2019/02/27 16:08] – ↷ Page name changed from troubleshooting:server_outages to troubleshooting:diagnosing_connection_problems dcumming
+++ troubleshooting:diagnosing_connection_problems [2025/10/01 02:20] (current) – [Check TapeTrack is listening on port 5000.] Scott Cunliffe
@@ Line 1: / Line 1: @@
-Test
+======Diagnosing Connection Problems======
+=====Check  TapeTrack Service is running=====
+Check the status of the TapeTrack Framework Server by running the following commands (operating system dependant) directly from the server the TapeTrack is installed on.
+==== Windows ====
+From a [[technote:commandline|command prompt]] run:
+<code>
+sc query "TMSS10SVC"
+</code>
+Service is running.
+<code>
+SERVICE_NAME: TMSS10SVC
+        TYPE               : 10  WIN32_OWN_PROCESS
+        STATE              : 4  RUNNING
+                                (STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
+        WIN32_EXIT_CODE    : 0  (0x0)
+        SERVICE_EXIT_CODE  : 0  (0x0)
+        CHECKPOINT         : 0x0
+        WAIT_HINT          : 0x0
+</code>
+Service is not running.
+<code>
+SERVICE_NAME: TMSS10SVC
+        TYPE               : 10  WIN32_OWN_PROCESS
+        STATE              : 1  STOPPED
+        WIN32_EXIT_CODE    : 0  (0x0)
+        SERVICE_EXIT_CODE  : 0  (0x0)
+        CHECKPOINT         : 0x0
+        WAIT_HINT          : 0x0
+</code>
+If the Framework Server is not running, attempt to [[server:start_stop|start the Framework Server]] and then check your connection again.
+If the Framework Server wont start see [[troubleshooting:Rebuild Database Environment Files]].
+If the Framework Server still wont start see [[server:reload|Reloading Server]]
+==== Linux  ====
+From a command prompt run:
+<code>
+systemctl list-units --type=service
+</code>
+Look through the output to find the ''tapetrack.service'' and the status next to it.
+Service is running
+<code>
+tapetrack.service                  loaded active running SYSV: TapeTrack server daemon
+</code>
+Service is not running
+<code>
+tapetrack.service                  loaded failed failed  SYSV: TapeTrack server daemon
+</code>
+If the Framework Server is not running, attempt to [[server:start_stop#linux|start the Framework Server]] and then check your connection again.
+=====Ping with TMSS10Ping=====
+If the TapeTrack Framework Server is running, use [[cli:tmss10ping|TMSS10Ping]] to check the connection to the server.
+Ping the TapeTrack Framework Server with [[cli:tmss10ping|TMSS10Ping]], using localhost on the server that TapeTrack Framework Server is installed on with:
+<code>
+C:\WINDOWS\system32>TMSS10Ping localhost
+</code>
+Successful connection will return packets and display as shown below.
+<code>
+bytes from 127.0.0.1: seq=1 time=6.00 ms
+bytes from 127.0.0.1: seq=2 time=0.00 ms
+bytes from 127.0.0.1: seq=3 time=0.00 ms
+bytes from 127.0.0.1: seq=4 time=0.00 ms
+--- localhost TMSS10Ping statistics ---
+packets transmitted
+round-trip min/avg/max = 0.00/1.50/6.00 ms
+</code>
+Unsuccessful connection returns
+<code>
+TMSS10Ping: Connect to TapeTrack Server failed: WSAError(10061)
+</code>
+An unsuccessful connection from the computer TapeTrack Framework Server is installed on (localhost), while the TapeTrack Framework Server is running, suggests a port problem and should be referred to your network department to remedy the problem.
+A successful connection from localhost but not from client computers suggests a firewall issue not letting TapeTrack communications through and should be referred to your network department to remedy the problem.
+=====Check TapeTrack is listening on port 5000.=====
+<code>
+netstat -abn | more
+...
+[svchost.exe]
+  TCP    0.0.0.0:5000           0.0.0.0:0              LISTENING
+ [TMSS10Server.exe]
+...
+</code>
+In this case:
+. The service was running. \\
+. TMSS10Ping was blocking (hanging). \\
+. TapeTrack was on port 5000, which means it was up and listening.
+Or alternatively use Powershell commandlet Test-NetConnection
+<code>
+Test-NetConnection your-server.com -Port 5000
+</code>
+Output:
+<code>
+PS C:\> Test-NetConnection yourserverk.com -P 5000
+ComputerName           : yourserver.com
+RemoteAddress          : XXX.XXX.XXX.XXX
+RemotePort             : 5000
+InterfaceAlias         : Wi-Fi
+SourceAddress          : XXX.XXX.XXX.XXX
+PingSucceeded          : True
+PingReplyDetails (RTT) : 221 ms
+TcpTestSucceeded       : False
+</code>
+This is most definitely a Firewall problem.
+If you do not have access to change the Windows Firewall rules check with your Windows Admin team.
+{{tag> server troubleshooting connection }}