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Troubleshooting Overview

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Quick Check List

If you are having any technical issues, check these items first if there are errors or system performance issues related to Cyber Recruiter or Careers. 

1. Check Technology Requirements to verify that the technology being used for Cyber Recruiter is the currently recommended infrastructure.
2. System will not install and there is a message about not having permissions to the registry
   1. To Run. Type Regedit.
   2. Expand HKEY_LOCAL_MACHINE
   3. Look at two locations to make sure a registry file has been created.  There should be an entry for Visibility Software / Cyber Recruiter under SOFTWARE as well as WOW6432Node.  If there are not in both locations (typically it would be missing from SOFTWARE) then, manually add the registry file.  
   4. Once it is created, manually add a String Value for CSKey
   5. Go to the installation folder and run the webconfigupdate7.exe to connect the program to the database
   6. Go back to the registry and make sure that the values for the CSKey is the same in both locations. If this is not the case, manually update them to be the same. 
3. Permissions
   1. Folder permissions for Cyber Recruiter and Careers. IUSR, IIS_IUSRS, Network Service all need modify permissions on the folders (Local settings - not network)
   2. Check the registry permissions. IUSR, IIS_IUSRS, Network Service all need full control permissions on our registry key (Visibility Software) as well as the WOW6432Node.
      1. Go to Run. Type Regedit.  Expand HKEY_LOCAL_MACHINE and then SOFTWARE
   3. SQL account permissions.  User should be in the ‘public’ and the ‘dbo_owner’ groups and the password used shouldn’t have any special characters (%&^*:;)
4. Version Incompatibility - Check Cyber Recruiter and Careers to ensure the version is the same
   1. Cyber Recruiter you can see this on the login page under the logo
   2. Careers, if you right click on the page you can select ‘View Source’ and then do a search for “litver”
5. ASP.NET Versions installed
   1. .NET 4.8 needs to be installed for Cyber Recruiter and Careers
   2. If these tools were not installed on the server originally, you may need to run the "aspnet_regiis - i" command from the command line to register the new framework with IIS.  The application pool in IIS might also need to be changed to support the new .NET framework. 
6. Application Poo
   1. Make sure the .NET Framework version=.NET Framework v4.0.30319 and Managed pipeline mode-Integrated. Right click the application pool and check Advanced Settings set Enable 32-Bit Applications to True and Identity to Network Service
7. Check the size of the Cyber Recruiter transaction log.
   1. Anything over 500MB will require the log to be shrunk
8. Check the error log in Cyber Recruiter and the windows application event log on the server.
9. Check to see if there is available disk space on the SQL server.
10. Check the compatibility level in SQL.
    1. After connecting to the appropriate instance of the SQL Server Database Engine, in Object Explorer, click the server name
    2. Expand Databases, and select CyberRecruiter
    3. Right-click CyberRecruiter, and then click Properties.
    4. The Database Properties dialog box opens.
    5. In the Select a Page pane, click Options.
    6. The current compatibility level is displayed in the Compatibility level list box. If it is set to something referencing SQL 2000, change the compatibility level to match the version of SQL running ( ‘SQL Server 2008(100)’ or ‘SQL Server 2012(120)’, etc.).  Unless you are running a version higher than SQL 2014.  If running a higher version, make the compatibility level 'SQL Server 2014 (140)'.  Before making a change, first ensure that no one is using the database when the change is made because any queries could return wrong data.

Feature Specific Issues​

1.  Codes or records are added to the system but the page refreshes and nothing is saved
   1. Generally you will see this if you export and import tables from on SQL to another but this could occur at other times as well. The root of the issue is that the 'Identity Specification' is set to No.
   2. To Fix:  Go to SQL Management Studio and right-click/Design on the table with the issue.  Highlight the column Seq and look at the properties which appear.  They should be set to Yes.If it is set to No, edit the Identify Specification to set it to Yes and save the table
2. If reports scheduled to send out of Report Writer are sending multiples (1 to the first email address, 2 to the second email address, 3 to the third address, etc.). Edit the report and replace semi-colons between the addresses with commas.  
3. If careers errors out at the end of the application make sure that test emails work from careers
   1. Change page to /AppSelfService.aspx?SMTPTest=Y
   2. If it errors, generally it is related to relaying or access.  Make adjustments to the SMTP Server. 
   3. If using Authentication or an SSL & Authentication on the external site and emails are not working
   1. Edit the registry and make sure that the CSKey value in both of the following locations are the same.  If they are not the same, edit #1 below ('Visibiltiy Software') to match #2 below ('Wow6432Node')
      1. HKEY_LOCAL_MACHINE > SOFTWARE > Visibility Software > Cyber Recruiter
      2. HKEY_LOCAL_MACHINE >SOFTWARE >Wow6432Node> Visibility Software > Cyber Recruiter
   2. Edit the webconfig file to make sure the following keys are in the add key section
      
      • If using SSL <add key="ExternalSMTPSSL" value="Y"/>
      • If using authentication <add key=SMTPAuth" value="encrypted code here"/>
   3. If everything looks right, in the root folder, run SMTPAuth.exe and create a new encryption code to enter into the SMTPAuth add key.  You will need the credentials for the authentication for the SMTP Server.
4. If an error appears when accessing the login page
   1. Check to make sure IIS is pointing to the correct folder
   2. Check to make sure the program is connected to the SQL database (will be a 404-error if not working)
   3. If you can't get to the login screen (no error but just nothing happens), access the SQL database and edit the SetupSystem table and change the field EnableSSO to N.  This will turn off Single Sign-On feature and allow the login page to appear.  Once it appears, refresh the database by pressing the "?" icon and launching the refresh from the following page.
5. If an error appears when logging into the system
   1. From the login page, press the "?" icon and refresh the database from the page which appears
6. When logging in, the page refreshes but does not log into the system.
   1. There is a missing Security Group assigned to the user who is attempting to log into the system.  Log in as a different user then go to Admin > Security > User Security and edit the user account to assign a group to the user.
   2. If there is no user which can log into the system, go directly to the SQL database.  
      1. Edit the LoginGroup table to ensure there is at least 1 value.  If there is no value, insert a record and fill in the GroupName field. This will create a group which the user can then be assigned to in security. 
      2. Edit the Login table to ensure all users have the field for LoginGroup completed with a value which matches something in the LoginGroup table. 
7. After applying an upgrade, when logging in the page refreshes but does not log into the system.
   1. It could be that the scripts needed to complete the upgrade didn't correctly update. To test this
      1. Log into the server where Cyber Recruiter is installed
      2. Go to the CrScripts folder and open the file 'UpdateLinebyLine.sql' 
      3. Scroll to the end of the list that says ALTER TABLE and pick the last one on the list.  For version 9 this is ALTER TABLE SetupSystemADD EnableGUIDLogin char(1)
      4. Log into the SQL management tool and access the Cyber Recruiter database
      5. Select to run a query and type in the statement which should have been part of the upgrade.  
      6. The page should do one of three things
         1. Add the field to the table - this would indicate that something is wrong with the connection string to the database.  Rerun the webconfig.exe in the root folder to reconnect the database and try again.
         2. Present with an error that the field already exists - this would indicate that something is wrong with the connection string to the database.  Rerun the webconfig.exe in the root folder to reconnect the database and try again.
         3. Generate an error as to why it cannot add the field to the table - Use the error message to determine the issue with the update
   2. If an error is generated when performing the test in SQL, use the error message to troubleshoot further.  Remembering always that if you are accessing the database using an SQL login it may not be the only login with credentials or programs connected to the database.  Checking with a DBA related to anything connected to the database may be needed.
8. In an Enterprise system, the PDFs are not appearing when viewing them as part of the on-boarding tool when using Chrome.
   1. The browser could need a setting change.  Read this article for additional details. http://www.techsupportalert.com/content/how-enable-built-pdf-viewer-google-chrome.htm
9. If the hire into Sage does not work and you are using the WebAPI to Sage HRMS SQL and there is a registry error in the error log, go to the computer where the setup program was run (abraapisetup) and edit the following registry keys to and give full control permissions to the following users. IUSR, IIS_IUSRS, Network Service.
   
   HKLM\Software\Visibility Software\AbracrConnect
   HKLM\Software\WOW6432\Visibility Software\AbracrConnect
   ​

Symptoms & Potential Solutions 

Symptom: Gray pop-up error message at the very end of the installation

Symptom: When launch Cyber Recruiter, a 404 – Page Not Found Error appears

Symptom: When logging in as admin/cradmin, a “Registry access – permission denied” error appears.

Solution: To resolve this issue, perform the following steps.

1. Go to Start/Run on the Cyber Recruiter web server
2. Type regedt32 and click OK
3. Go to the HKEY_LOCAL_MACHINE window
4. Navigate to the Software\Visibility Software\Cyber Recruiter key, for 64 but operating systems you will also need to modify this key Software\WOW6432Node\Visibility Software\Cyber Recruiter
5. While highlighting the Cyber Recruiter node, click Security/Permissions in the menu bar
6. Make sure that the IUSER, IIS_IUSRS, Network Service users (in Windows2003) has Full Control over this particular registry key and click OK
7. Close regedt32

The server does not have to be rebooted at this point. Try to login again 

Symptom: Any type of “Accessed Denied” message regarding a particular file or folder

Solution: Once Cyber Recruiter has been installed, the IUSER, IIS_IUSRS, Network Service users must be given at least “modify” access to the Cyber Recruiter installation folder, which by default would be C:\program files (x86)\visibility software\cyber recruiter. These permissions should be set during the installation but should be checked if “Access Denied” messages continue to appear. Also, the folder C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files on the installation machine must be given “modify” access by the IUSER, ISS_IUSRS, Network Services users.

Symptom: Images do not load

Solution:  Enable the Static Content and Application Development > ASP.NET under the Web Server / IIS Role