Troubleshooting issues with the eAutomate connection

This KB article covers troubleshooting issues with the eAutomate connection, it does not cover the error messages which you may receive via email due to incomplete or invalid data, those are covered in this KB article.

This KB article does address the situation where an existing export stops working, resulting in no data being uploaded to eAutomate, or the situation where when trying to create the eAutomate export where you are unable to make a successful connection to the eAutomate server when setting the Web Service Connection Information, resulting in a page similar to the following:

The first step corresponds to the red text on that page, namely, ensuring that the URL, company name, user name and password are correct, that there are no typing mistakes.  Passwords will be case sensitive, so ensure passwords are entered with the correct case for each character. 

The next step will be to verify the webservices URL outside of Infinite Device Management:

1) Open a web browser

2) Enter the local URL to your eAutomate webservice in the address bar.  Click 'Go'.

3) A successful connection will result in a page similar to the following:

4) If you do not see this page, first double check that the URL was entered correctly, if so, contact eAutomate support for assistance resolving this issue.

5) If the page comes up, proceed to verify that the webservice is available off-net.

Verifying that the webservice is available off the local network:

This test is essentially the same as the previous one, the only difference being that the device/computer trying to connect to the webservice needs to be connected to the internet without using your local network to access the internet.  For example a laptop computer connected to a retailers hotspot, a cellphone connecting via it's dataplan, or even a computer at home or on a customers site.

Again the procedure:

1) Open a web browser

2) Enter the external URL for your webservice in the address bar. Click 'Go'

3) If you do not see the PublicAPIService page, again ensure the URL was entered correctly, and if so, contact eAutomate support for assistance resolving this issue.

4) If the page does come up, proceed to the next steps.


N.B. - There may be different URLs to connect to the webservice internally and externally, depending on your network topology.  Check with your Network Administrator if the URL to your webservice is different internally than externally, and if they are, ensure you use the correct URL in each of the above cases.

Verifying the webservice is available using eAutomate's supplied tools:

1) eAutomate also supplies a utility called InterfaceTest.exe which can be used to validate the connection settings to the service.

2) Please contact eAutomate support for information on how to use this tool.

3) If the utility cannot validate your connection settings, after double checking all the entered data, you will need to contact eAutomate support for assistance.

4) If the settings are validated, proceed to the next step.

Verifying that the PIP version is up to date.

Ensure that the version of PIP you are running is up to date.  If you are unaware of how to check the version of PIP, or aren’t sure what the latest version of PIP is, please contact eAutomate support for assistance.

If all connection tests pass, and the PIP version is the latest, please submit a support case including the following information:

1) The PIP version in use

2) The external URL to your eAutomate webservice.

For any information regarding eAutomate dependencies or requirements (.Net version, required Service Packs, etc.) please contact eAutomate support.

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