5. Troubleshooting

Please check below for the most common issues and review Section 2: Requirements. If you are unable to resolve the issue then please contact Eventide Communications Service and Support:

5.1. NexLog DX-Series License Server Alerts

Most errors after deployment and installation are due to networking issues, bad NexLog DX-Series information, or the wrong license server URL. If you start your NexLog DX-Series Virtual Appliance and see errors about licensing or contacting the license server, please follow these steps before contacting Eventide Communications support.

  • Wait 10-15 minutes to let the license server and your recorder make contact with each other

  • Make sure port TCP/80 and TCP/443 are open on your firewall. Those ports are necessary to contact the license server

  • Make sure the license server URL is whitelisted

  • Navigate to Web Configuration → System → License Keys and make sure all the license keys in the Licenses.txt files are present.

  • Navigate to Web Configuration → System → License Keys and click Modify on the Primary License Key. Make sure the Server IP and the VM HWID are correct.

Web Configuration - License Keys

Fig. 5.1 Web Configuration - License Keys

If access to the internet is not possible by any means, contact Eventide Communications Service for alternate licensing.

5.2. UEFI Error

If you are unable to turn on your NexLog DX-Series Virtual Appliance and there is an error related to UEFI, please use the following procedure to correct:

  • right-click your Virtual Appliance

  • select Shut Down…

  • right-click your Virtual Appliance again

  • select Settings… → Security and ensure secure boot is not selected

  • select OK

Secure Boot Disabled

Fig. 5.2 Secure Boot Disabled

Then follow Section 3.5.3: Starting and Connecting the Virtual Appliance section to restart the Virtual Appliance.

5.3. Automatic Installation is Disabled

If automatic installation is unavailable then most likely there was an error running the powershell script.

In Hyper-V Manager, right-click the virtual appliance and select “Settings…”, navigate to “Integration services”, make sure “Guest Service” and “Data Exchange” (also known as Hyper-V Key/Value Pair Exchange) are enabled, and run the powershell script again. (see Section 3.4: Running the Powershell Script)

If this does not work, you may need to perform a manual installation.

Integration Services

Fig. 5.3 Integration Services

5.4. Execution Policy Error

Powershell Error

Fig. 5.4 Powershell Error

If you encounter this Execution Policy error when running the Section 3.4: Running the Powershell Script, please contact your IT administrator for additional support.