Windows connector

This section provides some tips and guidelines for getting your Windows connector to work.

Devices do not appear after starting the connector

If the Windows connector starts successfully, but you do not see devices in the Digital Lab console:

Verify that your machine can detect your devices
Check the connector.log file located in <Windows connector folder>\connector\log folder and make sure that there are no "connection refused" messages or other errors.
If the connector.log does not show any errors, check the service.log file on the Digital Lab server machine. The file is located here:
- Windows server: <Path to Digital Lab server installation folder>\server\log
- Linux server:<Path to the Digital Lab server installation folder>/server/log

App features are blocked by a firewall

During installation, if Windows issues the warning “Windows Firewall has blocked some features of this app”, click Allow access or contact your system administrator. When this message is issued, the current Connector installation is aborted.

Remote device view is blocked

If you cannot view a remote device in the Digital Lab device lab, this may be a result of the anti virus software installed on the machine. For example, McAfee Host Intrusion Prevention blocks access. Workaround: Disable the anti virus while running the test.

Remote device access or recording fails

The Windows connector starts successfully and the device displays in the Digital Lab device lab, but remote access or recording do not work. Sometimes Digital Lab issues a message with the problematic IP address and port. In other instances, you may receive a "connection refused" message, indicating an IP address problem:

Check the service.log file on the Digital Lab server machine and look for possible "connection refused" errors:
- Windows server: <Path to Digital Lab server installation folder>\server\log
- Linux server:<Path to the Digital Lab server installation folder>/server/log
Check that the IP address (shown in the error message) that Digital Lab is trying to reach, is the correct one for your connector machine. To show the IP address of your machine, open a command line window and type ipconfig.

If, for example, you were connected to a different network or IP when you installed the connector, you need to run the Modify configuration utility under Start > Digital Lab Connector and enter the new IP of the connector machine.
Check that the port shown in the error message, is open for incoming traffic on the connector machine.

Proxy and SSL issues

If you indicate SSL during connector setup, proxy machines that require credentials are not supported.
If you have a device connected when you install the connector for an SSL environment using a proxy server, the devices do not appear in Digital Lab. Workaround: Connect the devices after you install the connector software.

Could not reach Digital Lab Server error message

While trying to connect to a secure SSL Digital Lab server: If you receive a message "Could not reach Digital Lab server", this may be due to a modified CA certificate on the server machine.
Solution: Reconfigure or modify the connector and retrieve the new certificate.

Connection refused or connection timed out message

When trying to run the installation, if the setup program issues a "connection refused" or "connection timed out" warning, it could mean that:

The server is down. Check that you can ping the server.
The IP address of the Digital Lab server is wrong.
The port for the Digital Lab connector is wrong.
The version of the connector that you are using is not compatible with the version of the Digital Lab server. Check Digital Lab on ADM Marketplace to see that you are using the most up-to-date version of the connector.

If the server details (IP address or port) have changed since you last installed the connector, modify the connector and specify the new information.

Port conflicts prevent the connector from starting

If an existing service running on your machine is claiming the port on which the connector runs, there is a conflict, and the connector does not start up.

To change the port, run the Modify configuration utility under the Start > Digital Lab Connector menu.

Unable to install Agent due to prior installations of Android SDK

If you installed the Android SDK for a specific user (not the SYSTEM user), the Windows connector setup program may be unable to install the Agent, because the manually installed SDK is not accessible from the SYSTEM user.
Workaround: Reinstall the Android SDK as a SYSTEM user, and delete the ANDROID_HOME environment variable.