Introduction:
This post provides information in regards to troubleshooting issues with Intella and Connect. The information is split into categories to make it easier to find the topic which matches your issue.
You may have been pointed to this post from the Vound support team. If that is the case, they likely require some information from your Intella/Connect case, or your system. Use this checklist to gather the information required, then provide it to the support team.
Intella log files & Exception reports
Case logs:
Each Intella/Connect case has its own set of log files. The log files are a valuable resource for troubleshooting problems. If an error happens, or an exception is thrown, you usually get a message on the screen. This message can be quite generic, but a lot more information regarding the error will be found in the log files.
Some issues can be resolved without submitting a support ticket if the user can find more information about the issue in the logs. For example, an Access Denied error will show which file(s) can't be accessed. The user then has an avenue for further investigation to try and resolve the issue.
See this post on how to access the log files for the product which you are using. This post also shows how to use the log scanning tool and what the common errors mean. https://support.vound-software.com/help/en-us/1-troubleshooting/78-reading-and-interpreting-log-files
Server logs:
Along with case related logs, Intella and Connect also have server or system logs. When working on your issue the support team may ask you for the server logs. This is the location of where the logs are stored. IntellaUser is the user account which started Intella or Connect on the system. This is typically the person who has logged onto the system. Note that Connect can also be installed to start as a windows service. If that is the case, the logs will be in the folder for the service account.
C:\Users\[IntellaUser]\AppData\Roaming\Intella Connect\logs\
If the support team asks for your log files, please zip the main-[date].log, warnings-[date].log and any other *.log files, and send the zip file to the support team. The maximum size of a zip file support can receive is 10 megs. If your zip file is bigger please use Dropbox or similar to give support access to the log files.
Note: The log files contain file paths, file names and information on actions performed in the product. The contents of the data in your case is not stored in the log files. Please check your log files before you send them to make sure that you do not accidentally share information that is private, privileged etc.
See the link above for more information regarding log files and what is recorded in them.
Exception reports:
An indexing exceptions report can be produced by clicking on the Sources tab at the top, checking the source(s) which you need the repot for, then clicking the 'Exceptions Report' button at the bottom of the window.
This report will show a range of problems from minor issues such as date parsing problems to larger issues like file corruptions that affects the entire item, and all nested items. Again, issues can be resolved without submitting a support ticket by reviewing the information in the exception report.
Issues with licenses, dongles and Intella versions
It is possible that at some point you may encounter an issue with your dongle or licensing. The three most common issues are related to the application and dongle license versions, HASP errors when starting your product, and a dongle which wont update to the latest version. As these three issues are common, they are discussed below. That said, we do have an article dedicated to troubleshooting dongles and licensing at the following link . https://support.vound-software.com/help/en-us/6-licensing/4-troubleshooting-hasp-dongle-and-licensing-issues
Application and dongle license versions:
If you can't open Intella due to a 'license not found' error, or Intella starts in trial mode, you likely have a mismatch with your application version, and the license version. A common example is when a user downloads the latest version of the application, but their dongle does not have the latest version on it. In this case the user can simply update their dongle by running 'Dongle Manager' and clicking on the 'Check for updates' button.
As eluded to above, in order for your product to run properly you need to have the correct license on your dongle for the product which you are running. You can check your dongle versions by opening Dongle Manager and clicking on the 'Show products' button. That will list the licenses which you have on your dongle. Then you can check your application by looking at the product and version which is shown in the top banner of the Case Manager. Make sure that the first two digits of these version numbers are the same.
HASP errors:
The HASP licensing system has its own propriety set of error codes. When something goes wrong, you may get a HASP error code shown on the screen. We have another post that is used for troubleshooting these error codes at this link. https://support.vound-software.com/help/en-us/6-licensing/4-troubleshooting-hasp-dongle-and-licensing-issues
However, there is one error code that we will mention here as it is a common issue that we see in support. You may get a HASP 33 (H0033) error when starting Intella. This typically happens because the Sentinel LDK License Manager is not running, or it can not be accessed on your system.
There are three main causes for this issue:
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The service is not running: The 'hasplms' service in the Windows Task Manager has stopped running for some reason. There can be many reasons why this stops running, but the most common reason is that the security software which is running on the system has stopped the service, or has deleted critical files for the license manager.
- If the service has simply stopped, it is easy to fix this issue. You just need to right click on the service and start the service again.
Note: If the service stops regularly, then you have an issue that needs to be investigated. Looking in the Windows event logs for why the service keeps stopping is the best place to start.
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The driver is not installed: If the 'hasplms' service is not available in the Windows Task Manager, it may not have been installed properly during the installation process. This can happen if the Windows account used for the Intella installation process does not have sufficient permissions. You should reinstall your product so that the driver can be installed properly. Make sure that you are logged in as the administrator (or with an account that has full admin permissions to the system) when you reinstall your product.
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Communication between the driver and the application is blocked: If the 'hasplms' service cannot be started, it is likely that your security software has interrupted communication between the driver and the application. It may also be the case that your security software has removed important Intella or Sentinel LDK License Manager files.
If Intella or Sentinel LDK License Manager files have been removed by the security software, your product will need to be reinstalled.
i) Turn off your security software.
ii) Make sure that you are logged on as an administrator, and reinstall Intella.
iii) Add the Intella installation folder to your security application's white list.
iv) Restart your security software.
If the issue is that the security software is just blocking Intella or Sentinel LDK License Manager files, then you will need to add the Intella installation folder to your security application's white list. Once you have the 'hasplms' service running, make sure that you can see your dongle on the system.
i) Open a web browser.
ii) Paste or type the link below into the URL field. The page that opens is called the Account Control Center (ACC). Note that no internet connection is needed as the ACC is local to your computer. http://localhost:1947/_int_/devices.html
iii) Under the Configuration column you should see a picture of the dongle (a red, green or purple USB dongle).
The Dongle will not update with Dongle Manager:
There can be a few reasons why a dongle will not update with Dongle Manager. The common issues include:
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Your MA has either expired, or is close to expiring. You must have at least 60 days of MA at the time of a major or feature release to be eligible for that new version.
Note: Dongles only need to be updated when one, or both of the first two digits change in the version number. E.g. If the current version is 2.6.0, and we release version 2.7.0, the license on the dongle will need to be updated, and this will be available for customers who have 60 days of MA available at the release date for 2.7.0. Conversely, if the current version is 2.6.1, and we release version 2.6.2, the license on the dongle will not need to be updated as that is a minor version update. - Your dongle may have no space left to hold the new license(s). This can happen for long standing customers who have the older dongles which are purple. Over the years the number of older products on the dongle increases until no new products can fit onto the dongle. If you think that you have this issue, submit a support ticket and send in a c2v file from your dongle. You can extract a c2v file by following steps 1 - 7 in the 'Updating your Dongle Manually' section of the instructions in this link. https://support.vound-software.com/help/en-us/6-licensing/2-license-dongle-activation
- If you have over 100 days of MA left, and you are using a green or red dongle, but it still will not update with Dongle Manager, you may have custom licenses on your dongle. Most of the time these custom licenses will update with Dongle Manager. However there are occasions when you will need to contact support for assistance. You can check if you have custom licenses by clicking on the 'Show products' button in Dongle Manager. Custom licenses will have the words 'Custom Order' after the product name. If you have custom licenses, submit a support ticket and send in a c2v file from your dongle.
- Internet access is required to update your dongle using Dongle Manager. If your Intella/Connect systems are in a closed network, and do not have internet access, you can update your dongle manually. Follow the 'Updating your Dongle Manually' section of the instructions at the link below. A c2v file is collected from the dongle. The c2v can then be submitted to our 'Manual Dongle Update' website (using another PC which has internet access). During this process, a v2c activation file will be created which can then be applied to your dongle to update it. https://www.vound-software.com/dongle-update.php
Versions and backwards compatibility
Backwards compatibility
If you plan to open older cases with a newer version of Intella, read the last section of the release notes for the version of Intella which you are running. This section will discuss backwards compatibility for the version you are running.
Case conversions
Sometimes a new version of Intella/Connect has updates and improvements to the databases that require older cases to be converted before they can be opened in the new version. The release notes will tell you whether a case conversion is needed or not.
Typically case conversion will create a copy of the case in which all evidence is re-indexed, and all tags, comments and flags from the original case are included. The existing case will not be altered in any way so it can still be opened in the older version if required. Case conversion can take considerable time so it would be useful to plan ahead for this task. Note that:
- An older version of your product cannot open a case created from a newer version of your product. This also means that if a case is converted to a newer version, it can no longer be opened with the original version.
- When converting a case, make sure that all evidence sources for the case are available. If the case has been moved and the evidence has been disconnected, reconnect the evidence to the case before conversion.
- Once the conversion is complete, the case does not need to be re-indexed (unless stated otherwise in the release notes).
Issues opening a case
There can be a number of reasons why a case cannot be opened. Firstly, review the licenses and dongles section above to make sure that your application version, and the license on your dongle are the same. If you do not have a matching license for the version of your product which you are running, you will need to update your dongle to match your application version.
Locked case in the Case Manager:
Sometimes you may see that a case has been locked in the Case Manager, but the case is not open on your system. This can happen if a case has not shutdown properly and a process for the locked case is still running. You can try these methods to release the locked file:
- You can try to end the process in the Windows Task Manager that has the case open.
- Another (easier) option is to reboot the system (all systems, Team Manager and Reviewers, if using Intella Team). This approach will ensure that all processes related to the application are closed.
- If rebooting the system(s) did not unlock the case, you may need to manually clear the lock folder.
i) Close all instances of your product.
ii) Go to the folder where the case is stored.
iii) You will see a folder named lock. Delete this folder.
iv) Restart Intella and your case should be able to be opened now.
Problems starting Connect:
If you are trying to start Connect and you encounter an issue with not being able to get a license, or you get a 'port already in use' error, you may have an instance of Connect running in the background. Make sure that everyone is logged out of all cases then restart the Windows system running Connect to release the instance.
Exporting Issues
There may be times when issue arise with exporting from Intella. Some common examples of these issues are listed below.
Export to PST format is not available (greyed out), or you get a 'Redemption' error shown:
There are a couple of areas to check with this error. Note that this error will be with versions before 2.5. Outlook is no longer required to export to PST format from version 2.5 and up.
- If the PST option is greyed out in the export wizard, the issue may be that Outlook has not been validated, or it has lost its validation. This can be a simple fix - in Intella, go to File > Preferences and click on the MS Outlook tab (note that this tab is not in version 2.5 and up). If the status reads 'Error', try clicking on the 'Validate' button. In most cases this will validated Outlook and the PST option will be available in the export wizard.
- If you have tried the above process and Outlook will not validate, or you get a 'Redemption' error on the screen, your AV or security software has likely affected the Redemption.dll file. The Redemption.dll file is used to create PST files (it specifically allows access to Outlook). Outlook will not validate if this file is been blocked or removed. You will need to reinstall Intella to replace the necessary .dll files.
i) Turn off your security software.
ii) Make sure that you are logged on as an administrator, and reinstall Intella.
iii) Add the Intella installation folder to your security application's white list.
iv) Restart your security software.
Once Intella has been reinstalled, check that Outlook has been validated in the Preferences.
Cannot print or export in foreign languages:
If you can see the correct language/font in Windows, then this is related to the font not being available to Intella. In most cases it is just a matter of copying the correct front over to the font folder in the installation folder for Intella. More information is detailed in the FAQ section of the user manual. You can find it by running a search in the user manual for "How can I print and export PDF reports with characters of my language".
Updated August 2023