DIGIPASS Authentication for Epic Hyperspace Administrator Guide Troubleshooting
6.2
Other Troubleshooting Options
If you still have problems after checking that all installation and configuration settings for the DIGIPASS
Authentication Module are correct, follow these steps to check for other possible problems.
6.2.1
No Trace File
If there is no trace file, or no new entries are written to the file, check the Windows events for any warnings or errors generated by a failure to load the DIGIPASS Authentication Module into Citrix StoreFront.
6.2.2
Information from Trace File
To view trace file information
1.
Set the DIGIPASS Authentication Module to tracing.
2.
Attempt to log in
3.
Check the trace for information on start-up conditions of the DIGIPASS Authentication Module and of the login attempt
6.2.3
Authentication Server
If the DIGIPASS Authentication Module appears to load and update but you are unable to achieve a successful login, check the authentication server. Open the
Audit Viewer
to:
• Check available audit messages in the audit files or database.
• Configure a live audit connection from the authentication server and retry a login.
For more information, refer to the Authentication Server Administration Reference or Administrator Guide.
6.2.4
DIGIPASS Authentication Module could not load
•
Verify that
Settings.xml
is available or exists in the default installation folder (referred to as
<installation_folder> in this document), i.e.
C:\Program Files\VASCO\DIGIPASS Authentication for Epic
Hyperspace .
•
Verify that the Layout value in the Config node is correctly configured in
Settings.xml
.
•
Verify that
DPAuth4EHS.dll
in the installation folder is a 64-bit component and running on a 64-bit operating system with Epic Hyperspace 2012 (64-bit) installed.
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DIGIPASS Authentication for Epic Hyperspace Administrator Guide Troubleshooting
6.3
Repairing the Installation
The installation of the DIGIPASS Authentication Module may need to be repaired if files have been corrupted, deleted, or lost.
To repair DIGIPASS Authentication Module:
1.
Locate and double-click dp-auth_for-ehs_<version>_x<bitness>.msi
.
2.
Click Next.
3.
Select Repair to enter the repair function and click Next.
4.
Click Install to confirm the repair.
5.
Click Finish to exit the setup program.
If you have deleted or moved the configuration file, changed the IP address for the machine you will need to run the DIGIPASS Authentication for Epic Hyperspace Configuration Wizard after the installation repair.
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