Administration and Maintenance

Monitoring

Check regularly whether your index scans are completed successfully. You can check this in the “Configure Scans” view as described in Checking the Configuration.

As a rule, you should be sufficiently informed about any errors that occur in the scan settings.

For an even more thorough check, for example in the event of unusual behavior, you can search the Windows Event Log for errors. To do this, search for errors from the source “SpaceObServer Agent” (Scan Service) or “SpaceObServer DataCentral” (Indexing Service).

Troubleshooting

Common problems with SpaceObServer DataCentral

Error	To be checked	Solution
Scan does not start	Start SpaceObServer as administrator and check under “File” > “Options” > “Service” whether the scan service is currently running.	If not, please start the scan service.
	Start SpaceObServer as administrator and check under “File” > “Options” > “Database” whether the database settings are correct.	If the settings are not correct, please adjust them. Tip: The problem arises if the settings were not created as an administrator, then they cannot be applied to the service. They were saved anyway. Open the connection string selection. You should be able to select your previous settings there without having to enter everything again.
	If you are using an MS SQL Server database together with Windows authentication, please open Windows “Services” and check under which account the “SpaceObServerAgent” service is running.	If this runs under the local system service, please change this by right-clicking “Properties” > “Login” and specifying an account that has access to the database and to the system to be scanned. If the service is already running under a dedicated account, please check that this account has access to the database.
	Please go to “Scan” > “Configure Scans” > “Expert Settings” and check whether anything has been entered in the “Monitoring server” field.	This option is used to determine which device scans this directory. If the option is empty, all devices with a DataCentral instance may scan this directory. If there is something in this option, remove it and test whether the scan now starts.
	If none of the above has helped, please contact our customer support.
Scan could not be completed due to missing access rights (access denied).	Please check whether you have set under “Scan” > “Configure Scans” > “Expert Settings” that a different user account should be used for the scan.	If this is the case, please ensure that this user has access to the system to be scanned.
	If no user account is set, please check under Windows “Services” whether the scan service is running under a dedicated account.	If this is the case, please ensure that this user has access to the system to be scanned. If the service runs under the local service account, please configure an account under which the service should run or which should be used in the scan settings.
No new database can be created.	Please check whether you have already selected a database in the settings.	A new database can only be created if DataCentral is already connected to a database on the same server.
	Please check whether the error message says that a provider has not been installed.	In this case, see the FAQ.
No connection to the database can be created.	Please check whether the error message says that a provider has not been installed.	In this case, see the FAQ.
	Contains the message “SSL Provider”.	The connection to the database requires data encryption to be switched on. See Data Encryption.
	The error message reads something like “The database could not be found or does not exist”.	Please check that you have configured the server name, database name and authentication in the settings before you connect. Tip. For a locally hosted MySQL database, the server name is: localhost.

Common problems with UltraSearch

Error	To be checked	Solution
It is not certain whether results will come back from DataCentral.	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then look at the debug log. Check if the log contains the entry “Switching back to regular UltraSearch search method.”	If not and there is the entry “Result received from the indexing server” the results were delivered by the server. Is it not clear if something is coming back from DataCentral? Then please let us know what would help you recognize this.
	The index could not be reached or the search directory was not indexed. Please open DataCentral on your server and check under “File” > “Options” > “Index Service” whether the service is running and whether it is running under the same port and that the certificate thumbprint is the same as set in UltraSearch.	Please make sure that the service is running and that the settings match UltraSearch.
	If the settings are correct, check whether the search index is available as a scan. If it is a content search, check that the “Activate full text index” option is active under “Scan” > “Configure Scans” > “Scan Options”.	If a scan is not available, create it and activate the full text index as required.
No results are returned, although something should be found.	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then take a look at the debug log. Check if the log contains the entry “Switching back to regular UltraSearch search method.”	If this entry appears, DataCentral could not be accessed. See the entry above for the solution.
	The result from DataCentral is empty. Please check once in UltraSearch under “Options” > “Exclude filter” whether an exclusion filter is active.	Please deactivate the exclusion filter as more complex nested operations are not yet supported.
	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then look at the debug log. Check if the log contains the entry Error in RestRequest: Unauthorized. StatusCode = 401.	Please make sure that you have added the required Service Principle Names (SPNs) (Adding Service Principle Names (SPNs)) to the user account running the service.