WATS Client troubleshooting

Basic client troubleshooting

1: Check the clock at the client (cannot be more than 5 minutes off from the server): Time Synchronization 
2: If you use Proxy: Proxy settings 
3: Get the wats.log from the client: WATS log file 
4: If we need more detailed log, add logging level (LoggingLevel) and send the new wats.log file to support.

Issues

The underlying connection was closed

Symptom

Configuration fails with message "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel".

Possible reasons

• Network traffic blocked from site.
• Missing proxy server configuration.

Possible solutions

• Try connecting to the service address using internet browser.
• Verify that logged in user can access internet.
• Verify proxy settings (Proxy settings).

Converter failed to start

Symptom

Converter did not start after being configured.

Possible reasons

• WATS Client Service does not have folder permission to the input path.
• WATS Client Service was not restarted after configuration.

Possible solutions

• Give NETWORK SERVICE write permission to the input path folder
• Make a change in a converter configuration and undo the change, click APPLY. When asked to restart the service, click Yes.

Converter class drop down list is empty

Symptom

The converter class drop down list in the Client configuration is empty after adding a converter DLL.

Possible reasons

• The DLL is blocked. Windows blocks files that it thinks are untrusted, which stops them from being executed.

Possible solutions

• Open properties for the file and unblock it: