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eServer Troubleshooting

Michael Dirne
  • Updated

This article contains a troubleshooting checklist that helps fix most eServer problems.  For more advanced troubleshooting and detailed information, refer to the attached eServer Setup and Troubleshooting Guide.pdf. The attached eServer Tester can be helpful for diagnosing issues as well, just enter the same information that is in your Core > Setup > System > eServer screen.

In FeneVision CORE

  • In eServer Maintenance, check for error messages and look for patterns in the Failed tab. Are the failures related to one customer or one document type? Are emails, faxes, or both affected?
  • Review the eServer Setup screen (Core > Setup > System > eServer) to confirm all settings are up-to-date (passwords, ports, etc.).

On the eServer server

For both Emails and Faxes

  • Check Event Viewer on the eServer for detailed error messages.
  • Confirm that the FeneVision eServer Service is running. If not, start it. You can find it in the Services menu of Windows on the eServer server.
  • Restart the FeneVision eServer Service if it was already running.
  • Check the Properties tab on the service:
    • Confirm the Log On As account has a valid username and password.
    • Confirm the Log On As account is an account with permission to access C:\Temp and its own user-specific temp folder (C:\Users\Username\AppData\Local\Temp). 
    • The account needs to be a domain account that is also a local administrator on the eServer host machine. You can try using a domain administrator account as a troubleshooting step. This will narrow down whether it is a problem with the Log on As account.
  • Verify the eServer.config file connection string and credentials are correct (located at C:\Program Files (x86)\Common Files\Fenetech Shared\Config). Log into SSMS with the supplied credentials to confirm.

For Faxes

  • Try sending a fax manually through Windows Fax & Scan. If it doesn't work, the problem is outside of FeneVision.
    • Confirm the fax modem exists in Device Manager.
  • Confirm no other PDF reader software is installed, and FoxIt Reader 6.2 is:
    • installed
    • set as the default PDF reader
    • has auto-update turned off

In the FVMaster database

  • Confirm emails/faxes are getting into the eQueue table of the database.
  • Verify there is only one eServer on the network using this query:
SELECT DISTINCT HOSTNAME
FROM MASTER..SYSPROCESSES
WHERE PROGRAM_NAME LIKE '%FeneVision eServer%'

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