Troubleshooting

If the servers are not communicating, make sure the connections are configured correctly.

1. Start the Helix ALM License Server and the Helix ALM Server.

2. Start the Helix ALM Server Admin Utility and log in.

Use the local admin password to log in if your username and password are not recognized. Leave the username blank and enter admin as the password. This password only provides access to the Helix ALM License Server configuration.

3. Click Server Options and select the License Server category.

4. Make sure the server address and port number are correct and click Test Connection.

5. If the connection is successful, stop and restart the Helix ALM Server for the changes to take effect.

6. If the connection is not successful, check the following:

• If the Helix ALM Server and the license server are installed on different computers, check your network and firewall configurations to open the necessary ports.
• Check the communications password on the Helix ALM Server and license server. The same communications password must be set on both servers. To check the password in the Helix ALM Server Admin Utility, click Server Options, and then click the License Server category. To check the password in the Helix ALM License Server Admin Utility, click Server Options, and then click the Server category.

Users may be able to log in to Helix ALM, but may not be able to access issue, requirements, or test case management functionality. Verify that the project options allow users to log in and check user licenses.

Checking project login options

1. Choose Tools > Administration > Project Options and select the General category.

2. Select any Login Options to allow users to log in to the project.

3. Click OK to save the changes.

Users must restart Helix ALM if any changes were made. If users still cannot access functionality, make sure the correct license is assigned.

Checking user licenses

1.Choose View > Users.

2. Select a user and click Edit.

3. Click the License tab.

4. Verify that user has a license for the area they cannot access. Assign a license if necessary.

5. Click OK to save the changes.

Users must restart Helix ALM if any changes were made.

If RSA key exchange is enabled on the Helix ALM Server for additional security, a public key must be stored in the server connection. If the public key is not found or does not match the key on the server, the user cannot log in.

Helix ALM Client users

Import a server settings XML file provided by the Helix ALM administrator.

Note:  The administrator can download the XML file in the server admin utility. See the Server Admin Utility help for information.

1. Click Setup in the Helix ALM login dialog.

2. If the server connection is new, click Add. If the connection already exists, select it and click Edit.

3. Click Import, select the XML file and, click Open.

The Server address, Port, and Public key fingerprint fields are automatically populated.

4. Click OK to save the changes.

5. Retry the login.

Helix ALM Web users

The Helix ALM administrator must update the CGI settings on the Helix ALM Server. See the Registry Utility help for information.

If users cannot log in to Helix ALM Web, make sure they have the security permissions to log in using web clients.

1.Choose View > Security Groups.

2. Select the user's security group and click Edit.

3. Select General in the Command Security category.

4. Verify that the Allow Login Via Helix ALM Web command is selected.

5. Click OK to save the changes.

6. Retry the login.

Helix ALM Web and the Helix ALM Web Server Admin Utility need access to the CGI directory and the CGI executables. This error usually occurs for one of the following reasons:

• The directory and executable do not exist or cannot be accessed
• The directory and executable location has changed
• The .exe extension is prohibited (IIS 6.0 only)
• URLScan is running (IIS only)

See Web Clients Returns a 404-Page Not Found Error for information about resolving the error.

Specific system libraries are required to run Helix ALM applications on different Linux distributions. You must install these libraries before using the applications to make sure they work correctly. See Checking for Missing System Libraries on Linux for information.

To access a project, the Helix ALM Client must connect to a Helix ALM Server. Users need to set up a server connection if the server that contains the project is not available in the Server list in the login dialog box.

1.Click Setup in the Helix ALM login dialog box.

2. Click Add in the Setup Server Connections dialog box.

3. Enter a Server Name, Server Address, and Port number.

4. Click OK to add the server connection.

The Projects list in the Helix ALM Project Selection dialog box only contains the projects that users have access to. If users do not have access, the Helix ALM administrator must add them to the project.

1.Log in to the project.

2. Choose View > Users.

3. Click Add to add a new user or click Retrieve Global User to add global users from the Helix ALM License Server.