FAQ

 Team viewer is not running in server

Make sure the availability of internet connection. Check whether network firewall is enabled or not.
Check there is any network restriction for team viewer with IT admin.
 Access getting lost as soon as server is connected with LAN.
Ask the IT admin to remove Team Viewer restriction from network.
 Unable to connect with SFTP from server
This is because of network firewall in center. Ask arceus onsite engineer to speak with IT admin and
remove network restrictions.
Also check is there any iptable rules set in server (Usually no rules is set)
 SSH package is not installed
SSHPASS package should be installed for connecting system remotely.
 Slow Network
In some centers the network speed may be very slow. In such cases always ask to provide better internet
connection.
 POSTGRES service not getting started
Check the configuration files. It should be configured properly.
If find any mismatch or missing in configuration files then re-configure it.
 Unable to login in POSTGRES due to authentication error
Reset the POSTGRES password.
 Wrong count in restored db for final sync
The dB is not restored completely. So need to restore it again.
 Master-Slave DB Replication fails
Need to re-configure the files in slave server under “/var/lib/pgsql/9.6/data/” as well as in master server
also.
Check the connectivity between master and slave. Should ping continuously.
Check the IPs are given correctly in configuration files.
Check the status of POSTGRES service and restart accordingly.
 Getting Error/white screen in loading Exam system web page in server
Check the context.xml file under Exam System directory. Check dB name and password is given
correctly.
Should be configured properly.
Check the DB is restored properly.
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Check the service status of apache and postgres. Restart the services.
Check proxy setting in web browser. Clear cache .Check the URL is entered is correct.
And white screen is coming due to session expired. So need to restart the web browser.
 Client System getting white screen issue when accessing Exam System.
First check the JAVA Version (latest version), Remove gateway and keep ip static on client system.
Check the connectivity between server and client system. Should need to get continues ping between
exam client and server. Make sure the URL entered is correct.
 Issue in logging on Exam engine. Error displayed: id does not exit.

Make sure that the ID entered is correct. Collect the id from onsite engineer. And check that id is
scheduled or not.
Check the ping status of server and exam client machine.

 During Exam, Answers were not save properly for candidate.

Re-enable the candidate, should be ping continuously between Server and client machine.
 Unable to given exam after re-enable
Check the slot time. If the slot time is exceeded need to extend the slot time.
In multiple server cases, ask the onsite engineer to check the candidate is giving exam in same server in
which the candidate is re enabled.
 During Exam, Client system is getting restarted.
Ask on site engineer to check the physical connections of the system. Power connector may be loose, or
power button pressed by candidate accidently.
NOTE: Make sure there is no virus or any kind of malware threat in systems.
Check if any restart/power off function is already scheduled in the client system.
 Server automatically shut down.
Monitor the battery status and if it is critical ask on site engineer to connect charger.
 Request for Slot time extend from onsite
Update slot time in exam system
 Count mismatch
Always check the dashboard count and match with head count given by the arceus spoc. And confirm the
final count.
Always check the dashboard count and match with registration count. If found any mismatch contact with
arceus spoc and collect head count.
If found any candidate has registered but not giving the exam then report this to corresponding people and
if necessary then unregister the candidate.
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If any candidate is giving exam but not registered then inform to arceus spoc/on site engineer to do the
registration of that candidate.
In multiple server cases, check any candidate has given registration in multiple server. If found any
multiple registration for a single candidate then unregister one.
In multiple server cases, check any candidate is giving exam in multiple server. The count will reflect in
dashboard so finalize the actual count accordingly.
NOTE: It is not necessary that the candidate have to give exam in the same server in which the candidate
is registered.
Make sure that all registered candidate is given exam and all exam writing candidates has registered.

 configure Registration desk?

Copy everything from hard disk to client desktop machine (client machine must be a windows machine, 64
bit is preferable).

Make an entry with server ip in host file with domain name as registrationdesklexam.com

Replace this hosts file with the client host file which is located in the

C:/Windows/System32/drivers/etc/hosts

Install Lenovo webcam driver (plug and play with device also provided in hard disk)

Install secugen wbf driver for finger print scanner (plug and play with device also provided in hard disk)

Install secugen web api for http. It is provided with hard disk.

Install Firefox 57 from hard disk. Make sure version is 57. (Camera might seem black screen in another
version, never update Firefox,

If it gets updated then uninstall from control panel and reinstall the version provided in the hard disk)

Access the registration desk through the following URL.

'http://registrationdesklexam:8080/ExamSystem

 Registration page is not loading in browser

Check the connection between RD and server. Continues ping should be happen between them.

Make an entry with server ip in host file with domain name as registrationdesklexam.com. Host file which
is located in the location:
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C:/Windows/System32/drivers/etc/hosts.

Make sure that host file is copying to the Drive in which windows been installed.(Commonly in C drive
then also make sure)

Make sure Firefox version 57 is installed and auto update function should be disabled.

Proxy address should not be added and cache/cookies should be cleared. Default gateway of network should
not be added.

 Unable to capture photo and finger print while registering a candidate

Check accessing the RD from RD client by actual URL. Do not use ip address of the server in URL instead
of domain name which is already configured in host file.

Check host file is copied in correct location/drive(In which windows installation file are located)

Check Biometric devices and Webcam are properly connected.

Check all the drivers are installed properly in system.

If prompted on Firefox webcam click allow, don’t click remember on that dialogue box.

 Normal troubleshooting steps for RD client:

Visit in Firefox window http://localhost:8000/SGIFPCapture

If it asking for adding security exception add the exception by clicking advanced from window
and add exception button in window

* After that you will get an error code

Error code: 3 => means your secugen driver installed with problems, so you need to reinstall it.

Error code: 57 => fingerprint working fine

Error code: 10001 => working fine you need to place host file, after placing hosts file application must
work fine.

If you get error as ‘web api not exist’, please reinstall secugen web api driver.

If we get a blank screen on Firefox camera. Check the version is it 57 or not, install 57

Make sure that accessing the registration desk on server by

'http://registrationdesklexam:8080/ExamSystem' only. Otherwise can not Capture photo and fingerprint.

 Pre-data base backup activity

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Confirm with onsite engineer that the exam is over, if yes check for candidates submitted status on
dashboard.

Make sure that you have downloaded latest batchfile.txt, finaldump.sh and updated_script.sh from
SFTP. Also, the files should have executable permissions.

dB directory should be empty, which is located in ‘/root/dB’

Ping SFTP from Master Server and check firewall. If ping is not coming, ask for alternate connection and
note down the respected ip.

 final backup activity

Run the sanity checking script and also check for slot-wise count.
Run the ‘finaldump.sh’ from ‘/home/testadmin/Desktop’ and make sure you are entering correct
credentials of database.
Check for ‘total count’ and verify count with attendance sheet
Confirm with DB Team once the dump is uploaded to SFTP . (If dump is uploaded with only ip then
rename it to corresponding center name)

 TRANSFER FAILED error while uploading

This is because of firewall issue. Ask to turn off network firewall or ask for providing secondary
connection.