6. 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:

6.1. 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 Configuration Manager → System → License Keys and make sure all the license keys in the Licenses.txt files are present.

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

Configuration Manager - License Keys

Fig. 6.1 Configuration Manager - License Keys

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

6.2. VMware Deployment Failure

If your virtual appliance fails to deploy and you get an error on the bottom right corner that says Failed Provider Implementation: %s. Please check the following:

  • You are deploying on vCenter 6.5 or greater.

  • Your vSphere/ESXi is version 6.5 or greater.

  • You are not deploying directly to vSphere/ESXi.

  • You are not deploying to VMware Workstation or VMware Fusion.

  • There are no special characters in your VM name (ex. brackets).

  • The recording network adapter and primary network adapter are different.

  • If the recording/primary network adapter are the same, the recording network adapter is disconnected.