Troubleshooting

If there is a problem connecting to the Surround SCM Server or the Helix ALM License Server, check the following and try reconnecting:

  • Make sure the server computer is running
  • Check the IP address and port number
  • Make sure you are connected to the network, intranet, or Internet

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

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

2. Start Surround SCM and log in using your existing admin username and password.

Use the local SCM admin password to log in if your credentials 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. Choose Tools > Administration > 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 Surround SCM Server for the changes to take effect.

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

  • If the Surround SCM Server and the license server are installed on different computers, check your network and firewall configurations to open the required ports.
  • Check the Surround SCM Server and license server address and port number.
  • Check the communications password on the license server and the Surround SCM Server. You can set a communications password that requires the Surround SCM Server and the license server to use the same password to communicate with each other.

    To check the password in Surround SCM, choose Tools > Administration > Server Options, then select the License Server category. To check the password in the license server admin utility, click Server Options, then select the Server category.

If the Surround SCM Server cannot find the server database, make sure the connection to the RDBMS server is configured correctly.

1.Start the Surround SCM Server and RDBMS server hosting the server database.

2. Log in to the Surround SCM Client and click Yes when you are prompted to configure the server database location.

3. Make sure the connection information is correct and click Test.

4. If the connection is successful, stop and restart the Surround SCM Server for the changes to take effect.

If the connection is not successful, check the following:

  • If the Surround SCM Server and database are installed on different computers, check the network and firewall configurations to open the necessary ports.
  • Make sure the connection information is correct. See Troubleshooting RDBMS connections.

If the proxy server does not start, check the SCMProxyStartup.log file for error messages. The log is located in the Surround SCM application directory on Windows or \var\log on Linux.

Following are common reasons why the proxy server does not start:

  • The proxy server does not have read/write permissions for the proxy cache directory and files. Check the permissions and make sure they are set to read/write.
  • The master Surround SCM Server rejects the connection because the proxy name and password are incorrect. For more information, see Configuring proxy servers.

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.