Troubleshooting

This topic describes how to find information about your synchronization's status and provides solutions for common issues.

Information sources

There are several areas to review when a problem occurs during a connection iteration.

You can gather information about errors from the following sources:

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Common issues

The following section lists some issues that you may encounter.

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Database issues

The following section lists some issues that you may encounter with the Micro Focus Connect database.

Issue: A 500 error is issued in the browser, upon the startup of Micro Focus Connect.

Solution: Follow these steps:

  1. On the server machine, stop the Micro Focus Connect service.

  2. Open the error log and search for the following: org.apache.derby.iapi.error.StandardException: Recovery failed unexpected problem: Log record is Not first but transaction is not in transaction table :. If this message is present, the error is most probably due to the recovery mechanism.

  3. Navigate to the <MF Connect_installdir>\AppData\data\db\log and delete its content.

  4. Check that you have enough disk space on the Micro Focus Connect machine. If necessary, free up or allocate additional disk space,

  5. Restart the Micro Focus Connect service, and verify that you can log in successfully.

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Issues with synchronizing ALM/QC projects

This section describes common issues that you may encounter when syncing ALM/QC projects.

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Support requests

To facilitate the routing of support requests, follow these guidelines:

  • SaaS. If the OpenText product you are trying to synchronize is deployed as a SaaS service, go to the SaaS My Account site and click the Support tab. Add "Connect" to the title and description.

  • On-premises. If the OpenText product you are trying to synchronize is deployed on-premises, go to the Support site and select the product under support—not Connect. Choose "Connect" as the sub-product. We recommend that you also add "OpenText" as a prefix for the case title and to the top of the case description.

For initial assistance, contact the on-boarding team at MFI-DL-Connect-OnBoarding@opentext.com.

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See also: