TROUBLESHOOTING: Amethyst Server

[Belinda Frick]

Amethyst Server problems that have been identified


Problem: The client PCs can't resolve the server
name (gem) when using a Linux server. After 10 minutes all
the clients on the server time out.
Resolution: Add the host name GEM to the DNS
(if available) or to the host file of the client PC.

Problem: Client stations all time out after
a couple of minutes. Incorrect information reported on
the Amethyst supervisor.
Resolution: Multiple Amethyst servers are being
run on the same server or same network. Ensure that only
one copy of Amethyst server is running at any one time.
When the client software starts up, it will try and connect
to only one of the two servers. The information reported
on the supervisor will reflect only the one server and the
rest of the agents will be reported as down.

Problem: The supervisor stops receiving correct
information. All the agents time out on a server where
terminal services are used.
Resolution: The shortcut for the software is installed
in the 'All Users\Startup' folder. This will cause all the
software to be started whenever a session is opened. Ensure
that only the user that is used to run the Amethyst server
has all the shortcuts in their 'start-up' folder. Also check
that the same login is not used multiple times to login.
Alternatively, don't use the Terminal service on the Amethyst
server.

Problem: Not all the agents are available to
tick on the 'Configure Supervisor' screen.
Resolution: There are no recordings for those agents
on the database. Ensure that the agent is recording and the
recordings are being uploaded to the Server.

Problem: The live status shows that agents are
recording, but there are no recordings for any agent for today.
Resolution: Ensure that the FTP server is running and
accepting connections. Once the FTP server is up and running
again, the clients will start transferring the recordings to
the server on completion of the next call.


TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems