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Troubleshoot

Oct. 08, 2015

Quick links to topic sections:

Logon issues

"The request failed with HTTP status 503: Service Unavailable"

This error might mean that the password that the AppDNA web site uses to connect to the AppDNA database has expired or has been changed. To correct this issue, see Web site.

Login fails with a "The operation has timed out" error

This error sometimes occurs because one of the AppDNA services or another service that AppDNA relies on is not running.

Check the IIS services

  1. Open IIS Manager: On the Windows Start screen or menu select Programs > Accessories > Run, type inetmgr, and then click OK.
  2. Check that the IIS server is running and if not, start it.

    To do this, in the Actions panel on the right side of the window, under Manage Server, click Start. The Start link is disabled if the server is running.

  3. If the IIS Server is running, check that the AppDNAAppPool is running and if not, start it.

    To do this, expand the tree on the left side of the IIS Manager window and click Application Pools. Click AppDNAAppPool in the middle panel and then click Start in the panel on the right. The Start link is disabled if the AppDNAAppPool is running.

  4. If the IIS Server and AppDNAAppPool are running, check that the AppDNA web site is running and if not, start it.

    To do this, expand the Sites node in the tree view on the left side of the IIS Manager window and click the AppDNA web site (by default, this is called AppDNA). Then click Start in the panel on the right. The Start link is disabled if the AppDNA web site is running.

If you restarted any of the IIS services, try logging on to AppDNA again. Otherwise, check that the SQL Server Instance service is running and if necessary start it, as follows:

  1. Open the Windows Services window (Control Panel > Administrative Tools > Services).
  2. In the list of services, locate the SQL Server instance used for the AppDNA database.
  3. If the Status column is blank, click Start to start the service. If this is successful, close the Windows Services window. You should now be able to log on to AppDNA.

The request failed with HTTP status 407: Proxy authentication required

This error occurs if Internet Explorer is configured to use a proxy server for your LAN. You can work around this issue as follows:

  1. From the menus in Internet Explorer, choose Tools > Internet Options.
  2. On the Connections tab in the Internet Options dialog box, click LAN settings.
  3. Under Proxy server in the Local Area Network (LAN) Settings dialog box, select the Bypass proxy server for local addresses check box.
  4. Click OK.

Licensing issues

This section provides information to help you troubleshoot licensing problems, including those that cause the AppDNA banner to go red. When this happens, look at the explanatory message in the Module license summary section of the Dashboard. This generally makes it clear whether the problem is caused by AppDNA not being able to contact the AppDNA license server or by a problem with the actual licensing of the database itself. Information follows for each of these root causes under separate headings.

You can continue to use AppDNA with the licensing problem and the red banner. However, the functionality is very restricted - you can import applications, but most other features are blocked. Once the licensing issue is resolved, the blocked features will be available again.

AppDNA cannot contact the license server

If AppDNA displays a message that it cannot contact the license server, it may mean that the AppDNA license server is not running. You can check this and if necessary restart it as follows:

  1. Open the Windows Services window (Control Panel > Administrative Tools > Services).
  2. In the list of services, locate the AppDNA LicenseServer.
  3. If the Status column is blank, it means that the service has not started. Click Start to start the service. If this is successful, close the Services window.
  4. Restart AppDNA.

Database licensing broken after moving the AppDNA server or transferring a license

AppDNA licenses are tied to both the database and the machine on which the AppDNA license server is running when the license is activated. Problems can arise when the link between the license in the database and the license server location is broken – for example, because you have moved your AppDNA server from one machine to another, or you have started, but not completed, the two-stage procedure for transferring a license.

  • To make the database usable with a license server on a different machine, transfer the license from the AppDNA license server on the old machine to the new machine.
  • If you have started the license transfer procedure – for example, you exported the license token but have not imported it back into the database with the new license server location – complete the procedure. The database will then become available again.

    For more information, refer to Transfer Licenses.

Note: Typically, the license server runs on the same machine as the AppDNA server. However, this may not be the case if you have upgraded from an earlier version of AppDNA.

Default license server port is not available

By default the AppDNA license server uses port 8079. If that port is not available, change it as follows.

  1. Close AppDNA on the server and all connected AppDNA clients.
  2. Locate the AppDNA license server files.

    The default location is C:\Program Files[ (x86)]\Citrix\AppDNA\License Server.

  3. Open remoting.config in a text editor.
  4. In the following line, change 8079 to a different port number and then save the file.
    <channel ref="tcp" port="8079" bindTo="0.0.0.0">
  5. From the Windows Start screen or menu, choose Control Panel > Administrative Tools > Services.
  6. In the Windows Services panel, locate the AppDNA license server in the list of services and click Start or Restart on the toolbar to restart the AppDNA license server.

Import and analysis issues

"This transaction has completed and can no longer be used"

This error message can occur during analysis or any type of import. It is generally caused by the database not having enough disk space to expand.

  1. Open Microsoft SQL Server Management Studio and connect to the SQL Server instance that hosts the AppDNA database.
  2. Check the SQL Server logs to confirm whether lack of disk space is the problem.

    To do this, in the tree view on the left side, open the Management > SQL Server Logs folder. View the recent logs and look for text that says that there is not enough space on disk. If disk space is the issue, follow the steps below.

  3. Make sure that the AppDNA database data file and log file are allowed to grow.

    In the tree view on the left side, open the Databases folder. Then right-click the AppDNA database and from the shortcut menu, choose Properties. This opens the Database Properties dialog box. Click Files in the side bar and ensure that both the data file and the log file are configured to grow in small chunks (for example, by 10%) and that there is no maximum size set.

  4. Set the database recovery model to simple.

    In the Database Properties dialog box, click Options in the side bar, and ensure that the Recovery model is set to Simple.

  5. Check the available disk space and if necessary, increase the free disk space by cleaning up unwanted data or upgrading the hardware.

Import of App-V packages (.sft or .appv) fails

When you import .sft or .appv packages, AppDNA automatically unpacks their contents into an intermediate folder, preserving the original directory structure. This fails if the total number of characters in the resulting file path exceeds the Windows limit (typically 256 characters). When this happens, the import log file contains the text: create_deep_dir.

By default, AppDNA unpacks .sft and .appv files into the temporary folder specified in File settings. However, you can specify a separate intermediate folder for .sft and .appv files in the SFT intermediate folder box in Import and analyze settings.

To resolve this issue, set a very short file path for the SFT intermediate folder. AppDNA does not automatically clear this folder. If necessary, you can delete the unpacked files manually after the import has finished.

Import succeeded but my application does not contain the expected DNA

This occasionally occurs with applications that have been imported through Install Capture or Self-Provisioning when the installation fails but the installer does not follow the convention of returning zero for success and a non-zero value for a failure. When this happens, by default AppDNA assumes that the capture has succeeded, imports the DNA captured, and marks the import as successful – although in fact no real application DNA was captured at all. In this situation, the captured DNA consists of any minor changes that the failed attempt to install the application made to the underlying operating system.

If you ran the capture using auto-clicker, the installation may have failed because it was waiting for user input. Therefore, run the capture again without auto-clicker. This may enable the installation, and therefore the capture, to complete successfully.

Alternatively, if you know that an installer does not follow the convention of returning a zero exit code on success, you can specify the success exit code in the execution profile for that application. See Edit an execution profile for information about how to do this.

OS image import fails with Error 404: File not found

When the import of an OS image fails with a "404: File Not Found" error, it generally means that limits on the size of the maximum content length has been exceeded in IIS. To increase the maximum allowed content length, refer to the instructions under "Optimize IIS" in Optimize AppDNA.

Report issues

Report views are very slow to display

This problem sometimes occurs when the number of records per page has inadvertently been set to a very large value. If the page is so slow that it is unusable, navigate away from the report view and change the number of records per page, as follows.

  1. From the Edit menu in AppDNA, choose Settings.
  2. In the side bar of the Setting dialog box, click Reporting.
  3. In the Records per page box, enter a lower value (for example, 200).
  4. Click Save.

To change the number of records per page in the web client:

  • Append the following to the report view's URL:
    &FRMKEY_PAGE_SIZE=n
    

    Where n is the required default page size, as shown in the following example. For clarity, this URL is shown on multiple lines. In practice the URL must be entered as one unbroken string.

    http://appdna-machine:8199/appdna/Reporting/AssessmentReport.aspx?  FRMKEY_TOKEN=1dd82045-b9a3-4840-af46-75e112bfcbb0  &FRMKEY_MODULE_ID=Win8Module  &FRMKEY_CUSTOMISATION=&FRMKEY_POSTIMAGE=-2147483637  &FRMKEY_PREIMAGE=-2147483647&FRMKEY_RESOLUTION=app_group_summary  &FRMKEY_PAGE_SIZE=5
    

Images fail to display in report views

This problem has been encountered when first viewing reports after installing AppDNA on Windows 8. The problem was caused by an incomplete configuration of Internet Information Services (IIS).

To resolve this problem:

  1. Close AppDNA and stop AppDNA clients.
  2. On the AppDNA server machine, make sure that all required IIS features are enabled. For more information, refer to System requirements for AppDNA 7.6.
  3. Use the iisreset command to reset IIS.

Effort Calculator is unreadable

The main Effort Calculator screen is not readable when the "Make it easier to read what's on your screen" display option in Control Panel is used to increase the size of the text and other items on your screen by, for example, 125%. This option is sometimes on by default on Windows 8.

When this option is in use, Effort Calculator increases the size of the text. This causes the text to be truncated or to run over other items making them unreadable. Some other reports are affected in a similar way.

The solution is to reset the display size to the 100% setting in Control Panel > Display.

PDF export fails

If you attempt to perform a PDF export after installing Adobe Reader but before you have actually run Adobe Reader or opened a PDF file, the PDF export fails with an error ("This app can't be activated when UAC is disabled"). This is because the AppDNA PDF export does not work until you have accepted the Adobe Reader license agreement.

To resolve this issue, open a PDF file on the machine on which you are running AppDNA and accept the Adobe Reader license agreement.

Columns overlap in the Report Data section of the PDF exports

When a report has a large number of algorithm groups, the columns in the Report Data section of the PDF exports may overlap and become unreadable. To resolve this issue, clear the Show counts in PDF exports check box in Reporting settings and then run the PDF export again.

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