Area

Issue

Checks

Solution(s)

CM4D Services

Starting any of the CM4D services returns the error message:

Error Message: "The ATS CM4D * Service service on Local Computer started and then stopped. Some services stop automatically if they are not in use by other services or programs."

Can the machine connect to the license server?

Check if Licensing Server is running and available.

Is the machine ID and service user approved for a Server license? (Batch and Scheduler)

Check the Requests in the ATS Licensing Service Manager. If there is an active request, assign a Server licensing to the machine running the service.

Is the service user in the Site database?

Check if user used as Service User is in User list in Site Manager.

Does the service user have

Check if user has proper permissions in Group assigned in Site Manager.

Is the Log On user set in the service properties?

Set the Service user as the "Log On User".

Does the Log On user have access to the database?

Does the set Log On user have sufficient access to the file system?

CM4D Services

Starting any of the CM4D services returns the error message:

Windows could not start the ATS CM4D * Service on Local Computer. Error 1069: The service did not start due to a logon failure.

Was the system recently installed/upgraded?

Go to the properties of one of the CM4D services and re-enter the Log On As user and password.

You will see the message: The account has been granted the Log On As a service right. Other services are expected to start as usual without re-entering the password for each one.

Scheduler Services

One of the four services that have a *.settings file in the CM4D install folder (CM4DLauncher, CM4DResultsLauncher, CM4DResultsService, CM4DScheduler) does not start.

Error Message: "The ATS CM4D * Service service on Local Computer started and then stopped. Some services stop automatically if they are not in use by other services or programs."

Check if user used as Service User is set as serviceUser in *.settings files.

Check that the file encoding on the four service *.settings files are all encoded as USC-2 LE BOM.

Area

Issue

Checks

Solution(s)

DataConnect

Service does not start.

Can you connect to the SMTP server?

The service must be able to ping the SMTP server from this machine. Network or server name issues must be fixed in order for the DataConnect service to start.

Is the set Authentication Type valid for this server?

Make sure that the type of authentication used by the SMTP server is the same as the setting (i.e., Authentication Required or Anonymous Relay).

If using Authentication, is the user/password valid?

Check the correct username and password are entered if you are using an SMTP server that requires Authentication.

Have you verified credentials work with an SMTP test client?

If you are using a domain login but are not specifying a username properly, it will not work.

SMTP test clients are available online. If the credentials work in the test client but not EventSmith, then there is another issue.

DataSmith Batch

Service does not start.

Is your DataSmithBatch.settings file created and accessible?

Run DataSmithBatch Manager as Admin, set the File Path and click Make Default. Create at least one job and click Save.

Is the machine ID and service user approved for a Server license?

Check the Requests in the ATS Licensing Service Manager. If there is an active request, assign a Server licensing to the machine running the Batch service.

EventSmith SMTP

Service does not start.

Is the DataConnect service running?

The DataConnect service must be started/running before the EventSmith STMP service.

Can you connect to the SMTP server?

The service must be able to ping the SMTP server from this machine. Network or server name issues must be fixed in order for the EventSmtih SMTP service to start.

Is the set Authentication Type valid for this server?

Make sure that the type of authentication used by the SMTP server is the same as the setting (i.e., Authentication Required or Anonymous Relay).

If using Authentication, is the user/password valid?

Check the correct username and password are entered if you are using an SMTP server that requires Authentication.

Have you verified credentials work with an SMTP test client?

If you are using a domain login but are not specifying a username properly, it will not work.

SMTP test clients are available online. If the credentials work in the test client but not EventSmith, then there is another issue.

Results Launcher

Service does not start.

Is Results Service already running?

Start the Results Service and then try again.

Is the service user set in the settings file?

Fix the service user name in the CM4DResultsLauncher.settings file.

Does the service user have 'Log On' privileges granted?

Modify the service properties, re-enter the logon password.

Results Loader

Service does not start.

Is the Results database connection information set in SiteManager?

Configure the Results database connection in SiteManager.

Is the SQL Server database server service running and accessible from this machine?

Make sure the SQL Server service is running, and the database server is accessible (firewalls, network, etc.).

Is the 'Log On As' user set?

Modify the service properties and configure the 'Log On As' user.

Results Service

Service does not start.

Is the service user set in the settings file?

Fix the service user name in the CM4DResultsService.settings file.

Does the service user have 'Log On' privileges granted?

Modify the service properties and re-enter the logon password.

Scheduler Launcher

Service does not start.

Is the Scheduler Service already running?

Start the Scheduler service.

Is the service user set in the settings file?

Fix the service user name in the CM4DLauncher.settings file.

Scheduler Service

Service does not start.

Is the service user set in the settings file?

Fix the service user name in the CM4DScheduler.settings file.

Does the service user have 'Log On' privileges granted?

Modify the service properties and re-enter the logon password.

Is the machine ID and service user approved for a Server license?

Check the Requests in the ATS Licensing Service Manager. If there is an active request, assign a Server licensing to the machine running the Scheduler service.

StreamCacheSmith

Service does not start.

Is the Results Loader service running?

Start the Results Loader service then try again.

Area

Issue

Checks

Solution(s)

DataSmith Batch

Service does not stop.

Error message 'Windows could not stop the ATS CM4D DataSmithBatch Service on Local Computer.

Error 1053: The service did not respond to the start or control request in a timely fashion.'

Is the service status stuck on 'Stopping'?

Find CM4D Suite File – ATS CM4D DataSmithBatch in Task Manager > Processes. End the task.

EventSmith SMTP

Event email notification does not list a Routine in the body of the email message.

This is a valid result, depending on the data in your DataSet. The Routine name cannot be resolved by some DataStacks or Transposed DataSets.

StreamCacheSmith

Service start and immediately stops. It creates only one Private Queue 'ats.cm4d.conestoga.streamcachesmith' out of 3.

EventViewer Error Messages: The process was terminated due to an unhandled exception.

FATAL [13] - Critical error, shutting down: Failed to peek

Was the 'local user' set on the service the first time it was run?

Once service user is changed from the 'Local user' to Domain or other Windows user, the service does not start.

Do you get an "Access denied" message when attempting to change the user permissions or delete a queue?

This should be a last resort option, but system administrators can remove the queue by deleting the queues' file from the Windows/Sys32 folder. Search online for the steps.