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Troubleshooting

Logfiles

MideyeServer logs are located in mideyeserver.log

  • C:\Program Files (x86)\Mideye Server 6\log\mideyeserver.log

Event Viewer Logs

MideyeServer logs can also be found in Event Viewer.

  1. Open Event viewer, right click Event Viewer (Local) and choose Create Custom View.
  2. Select By source and find Mideye Server 6 in the list and press OK.
  3. Specify a Name for the View and press OK
  4. In this example the setup-challenge is seen in Event viewer.

Server not starting

Wrong database credentials

Error message: ERROR [XNIO-2 task-19] HikariPool: HikariPool-2 - Exception during pool initialization.java.sql.SQLException: Login failed for user 'user.name'.

This error message is due to invalid credentials to the SQL database. Verify the configuration in C:\Program Files (x86)\Mideye Server 6\config\application-prod.yml. Also, check the database log files. Manually start the Mideye Server service from Services.

Source IP not correctly defined in RADIUS Shared Secrets

Written to mideyeserver.log

Example:

2023-02-08 10:49:14.716Z INFO  [pool-7-thread-5] RadiusServerRunnable: RADIUS server name [StandardRadius] received packet, source IP: [/10.10.10.10], source port: [26602], RADIUS auth port: [1812]
2023-02-08 10:49:14.893Z INFO  [pool-7-thread-5] RadiusServerRunnable: Source IP [10.10.10.10] not found in table 'RADIUS shared secrets'.
2023-02-08 10:49:14.893Z INFO  [pool-7-thread-5] RadiusServerRunnable: Source identify failed, discarding request
Add correct Source IP or correct defined Source IP in RADIUS Shared Secret.

NAS-IP or NAS-ID mismatch

Shown as "failed" in WebGUI Authentication Logs.

Written to mideyeserver.log:

2023-02-08 10:26:35.370Z INFO  [pool-8-thread-214] RadiusClientService: Performing Client lookup based on Attributes NAS-IP [10.10.10.10] and Nas Identifier [NasID_example] lookup of client
2023-02-08 10:26:35.370Z WARN  [pool-8-thread-214] RadiusClientService: Request attribute values did not match any RADIUS clients
2023-02-08 10:26:35.370Z WARN  [pool-8-thread-214] RadiusClientNotFoundException: Code: [2004], Could not identify the RADIUS client using values id:['c'], ip:['10.10.10.10'] on server ['StandardRadius']

Also written to mideyeserver.error:

2023-02-08 10:26:35.370Z WARN  [pool-8-thread-214] RadiusClientService: Request attribute values did not match any RADIUS clients
2023-02-08 10:26:35.370Z WARN  [pool-8-thread-214] RadiusClientNotFoundException: Code: [2004], Could not identify the RADIUS client using values id:['NasID_example'], ip:['10.10.10.10'] on server ['StandardRadius']

Service ports

MideyeServer needs two ports to start correctly. A port for Web GUI and a port for RADIUS traffic. The Web GUI Port can be changed.

  • Web GUI: tcp/443 or tcp/8443
  • RADIUS: udp/1812

Check the firewall too see that these ports are open.

Enable TCP/IP 1433/tcp on MS SQL Server Express

If the MS SQL Express version is used, TCP/IP is not enabled by default. This can be enabled from “SQL Server Configuration Manager”, submenu “SQL Server Network Configuration”. Once enabled, open properties for TCP/IP and add 1433 to ‘TCP Port’ at the bottom of the window (IPAll).

MSSQL documentation can be found here

Domain controller missing certificate

If the domain controller doesn't have a certificate installed LDAPS connection from the Mideye Server will not work and the following log line is written to mideyeserver.log:

2022-11-17 12:51:03.981Z WARN  [XNIO-1 task-6] LdapsCertificateHandler: I/O error occurred when fetching certificate from LDAP
java.net.SocketException: Connection reset by peer

Mideye Server update can't find MideyeServer.msi file

The error message displayed during the installation is:

"The feature you are trying to use is on a network resource that is unavailable."

When updating between versions there is a possibility that the MideyeServer.msi file for the existing Mideye Server version is not found. The solution is to download the same version again and extract the MideyeServer.msi file.

Extract the MSI-package from the downloaded MideyeServer-x.x.x-xxxx.exe file by starting the installation, finding the MSI file and moving it to a different directory. Note that the directory AppData (in step 2) is a hidden directory and is not shown unless "Hidden items" is checked in Windows "File Explorer" -> "View".

  1. Run the MideyeServer-x.x.x-xxxx.exe file so that the "Mideye Server Setup" window shows. Don't click on anything else in that window and don't close the window.
  2. Find the temporary MSI file which have been extracted to: C:\Users\\AppData\Roaming\Mideye Server x.x.x\install\\MideyeServer.msi
  3. Copy the MideyeServer.msi to a different directory.
  4. Close the MideyeServer-x.x.x-xxxx.exe "Mideye Server Setup" window that was opened in Step 1. The temporary Mideye directory in C:\Users\\AppData\Roaming will now be automatically removed.
  5. Run the installation of the new Mideye Server version that you want to update to.
  6. When the same error message as before appears, browse to the location where the MideyeServer.msi package was copied to and select it.

Now the installation can proceed as expected.