Introduction

This article describes the known problems and their solutions for the new references synchronization for r_keeper 7 versions 7.6.4.263 and older.

Troubleshooting

No.

Observed problem

Actions to clarify the cause

Error code

Observations or error/message text

Reason

Recommendations #1

Recommendations #2, if #1 didn't help

0.1

The reference server does not start

See the refsrv.fatal.stk log file

659

Unsupported DB rk7 version: XXXXX (must be between YYYYY and ZZZZZ)

Database from the reference server of a newer version

Update the reference server version

Contact technical support

492

Error starting Reference manager

The initialization procedure was interrupted. The reasons may be different. The text right after the error description should contain explanations.

If the text after the description does not clarify the situation, it is necessary to check for other errors from this section in the log above. If this is the case, then follow the recommendations of the corresponding paragraphs

Contact technical support

493

Error initializing RPC system

A typical reason is the lack of a library TCPSOC.dll in the default path

Specify the path to TCPSOC.dll in the [NETKERN] section in the Protocols parameter. Make sure that the TCPSOC.dll file is available on the specified path

Use the troubleshooter to solve network problems of older versions of r_keeper 7

182

TCPSOC.dll: Name XXXXX found

Conflict of the name that is already in use

Check the running processes, it is possible that the process did not end and takes a network name.

Make sure that the network name is unique across the network. Perhaps the name is a test or too simple. Probably, it matches the name used in the local network

727

DBSync: output folder for "XXXXX" is not unique. If you sure you can delete file "owner_YYYYYY.id"

The DBSync\outgoing folder is in use or was previously used by another server

See paragraph 16


653

Cannot upgrade data base from file check.udb due to following error

check.udb updating error

If check.udb is not used for building reports, they are built on the SQL server, so you can delete check.udb

Contact technical support

4155

Could not write to database ""
Can't rename ...DBSync\outgoing\rk7\Journal\...\00000000000000XXXXX.tmp to ...DBSync\outgoing\rk7\Journal\...\00000000000000XXXXX.dat

As a result of a failure or a computer emergency shutdown, the next transaction file was created in the outgoing folder, but the database rolled back to the previous state

Delete the DBSync\outgoing\rk7\Journal \ file...\00000000000000XXXXX.dat

See paragraph 10

7265

Initialization exception
Bad database structure in "...rk7.udb.SQLite", remove file to continue

As a result of a failure or a computer emergency shutdown, the rk7.udb.SQLite file was damaged during the record

Delete rk7. udb. SQLite, restart the reference server and all the downstream servers


719

UseBothIntfAndProvider: Data version is different for XXXX in Intf(DataVersion 1111111) and Provider(DataVersion 2222222)

0.2

The report server does not start

See the repsserv.fatal.stk log file

725

DBSync: wrong backup file "XXXXX"!

There is an incompatible database on the upstream server

See paragraph 4


727

DBSync: output folder for "XXXXX" is not unique. If you sure you can delete file "owner_YYYYYY.id"

The DBSync\outgoing folder is in use or was previously used by another server with a different network name

See paragraph 16


493

Error initializing RPC system

A typical reason is the lack of a library TCPSOC.dll on the default path

Specify the path to TCPSOC.dll in the [NETKERN] section in the Protocols parameter. Make sure that the TCPSOC.dll file is available on the specified path

Use the troubleshooter to solve network problems of r_keeper 7 older versions

182

TCPSOC.dll: Name XXXXX found

Conflict of the name that is already in use

Check the running processes. It is possible that the process did not end and takes a network name.

Make sure that the network name is unique across the network. Perhaps the name is a test or too simple. Probably it matches the name used in the local network

4163

JournalDownloaderThread rk7 at ...

The problem of loading logs or backups from the upstream server when the refsdata.udb database is missing

See paragraph 12


2042

Cannot continue (StartDownloaderInitialUpdate) without connection with server XXXXXX. YYYYYY

No or old refsdata.udb database and failure of downloading the backup caused by transport problems

See paragraph 11


Cannot continue (StartApplierInitialUpdate) without connection with server XXXX. DBSync: no database file (<path>\refsdata.udb) and no database backup found


0.3

The cash server does not start

See the midsrv. fatal. stk log file

725

DBSync: wrong backup file "XXXXX"!

There is an incompatible database on the upstream server

See paragraph 4


727

DBSync: output folder for "XXXXX" is not unique. If you sure you can delete file "owner_YYYYYY.id"

The DBSync\outgoing folder is used or was previously used by a server with a different network name

See paragraph 16


493

Error initializing RPC system

A typical reason is the lack of a library TCPSOC.dll on the default path

Specify the path to TCPSOC.dll in the [NETKERN] section in the Protocols parameter. Make sure that the TCPSOC.dll file is available on the specified path

Use the troubleshooter to solve network problems of r_keeper 7 older versions

2097

Exception on Start Cannot open file "...\refsdata.udb". The process cannot access the file because this file is occupied by another process

Another process opened the refsdata.udb file

Check the running processes. It is possible that the process did not end and uses the refsdata.udb file

Restart your computer

182

TCPSOC.dll: Name XXXXX found

Conflict of the name that is already in use

Check the running processes, it is possible that the process did not end and takes a network name

Make sure that the network name is unique across the network. Perhaps the name is a test or too simple. Probably, it matches the name used in the local network

2042

Cannot continue (StartDownloaderInitialUpdate) without connection with server XXXXXX. YYYYYY

No or old refsdata.udb database and failure of downloading the backup caused by transport problems

See paragraph 11


Cannot continue (StartApplierInitialUpdate) without connection with server XXXX. DBSync: no database file (<path>\refsdata.udb) and no database backup found


See the midsrv.stk log file

4003

Exception during receiving modules
Sevenzip: Failed to load 7z.dll

Auto-update problem: no 7z.dll (other libraries are also missing) due to auto-update issues

Copy all the .dll files from the reference server folder to the directory with midserv.exe


0.4

The cash register station does not start

See the file.fatal.stk cash log

235

Server "XXXXX" not found, XXXXX - network name of the cash server

No network connection is established using the old netkern protocol

Make sure that the cash server is working

Use the troubleshooter to solve the problems of connecting old versions of r_keeper 7

493

Error initializing RPC system

A typical reason is the lack of a library TCPSOC.dll on the default path

Specify the path to TCPSOC.dll in the [NETKERN] section in the Protocols parameter. Make sure that the TCPSOC.dll file is available on the specified path

Use the troubleshooter to solve the problems of connecting old versions of r_keeper 7

182

TCPSOC.dll: Name XXXXX found

Conflict of the name that is already in use

Check the running processes. It is possible that the process did not end and takes a network name

Make sure that the network name is unique across the network. Perhaps the name is a test or too simple. Probably, it matches the name used in the local network

3004

Unable to load scheduled sync config: there is no file "...filter.dat"

The cash register couldn't get the filter.dat file, the transportation problem

See paragraph 12


4163

Contains HTTP/1.1 500 Internal Exception

The problem of providing files for synchronization by the cash server

See paragraph 17


0.5

The print station does not start

See the winprint.fatal.stk log file

235

Server "XXXXX" not found, XXXXX - network name of the cash server

No network connection is established using the old netkern protocol

Use the troubleshooter to solve the problems of connecting old versions of r_keeper 7


0.6

The applications have started, but the new data from the main references does not reach the cash register

Check the version of the r_keeper 7 database in the web interface of the reference server and the cash server on the BaseVersions tab


The version of the rk7 database on the cash server is less than the version on the reference server and increases

There is a lot of new data

Wait

Contact technical support


The version on the cash server has stopped and is smaller

The new data does not reach the cash server

See paragraph 3



The version on the cash server is larger

There is an incompatible database on the cash server

See paragraph 4



The versions match each other

The new data reaches the cash server but does not reach the cash register

See paragraph 5


0.7

The ticket office is taking too long to start

Do the changes in the references reach the cash register after loading?


No

Syncing doesn't work

See paragraph 0.6.



Yes

The problem is not related to syncing

Contact technical support


Is filtering set up?


Yes

Perhaps the filtering doesn't work

See paragraph 0.8.


0.8

Reference filtering is set up, but some operations are performed slowly at the cash register as if the filtering does not work

Check the number of loaded items in the filtered references in the web interface of the cash server, on the References tab. Usual filtered references are EMPLOYEES, TRADEGROUPDETAILS, and PRICES


The number of loaded items is large (not reduced by filtering).)

Filtering on the cash server does not work

See paragraph 2



The number of loaded items is small (less than on the reference server)

Filtering works, the problem is something else

Contact technical support


2

Filtering does not work on a specific server

Check the presence of the syncconf.ini file or its equivalent specified in the SyncSchdFile= setting on this server


There is no syncconf.ini file

Filtering doesn't work on the upstream server

Perform the actions from paragraph 2 for the upstream server

Check the contents of DBSync\incoming\filters. dat, it should contain the filtering settings that came from the upstream server. If it doesn't match, delete the filters.dat file and restart the application to update the filtering from the upstream server

Check the syncconf. ini file or its equivalent, registered in SyncSchdFile=, for the RestFilterIn =... and SkipDeleteIn=entries...


There are no RestFilterIn=... and SkipDeleteIn=... entries in the syncconf.ini file (or equivalent)

Filtering is disabled for the server

  1. Write RestFilterIn=... and SkipDeleteIn=... just like on the upstream server.
  2. Delete the syncconf.ini file or its equivalent

3

New data does not reach the cash server

Check the version of the r_keeper 7 database in the web interface of the reference server and the report server to which the cash server is connected on the BaseVersions tabs


The version of the r_keeper 7 database in the report server is less than the version on the reference server and increases

There is a lot of new data

Wait

Contact technical support


The version of the report server has stopped and is smaller

The data does not reach the report server

See paragraph 6



The version of the report server is larger

There is an incompatible database on the report server

See paragraph 4



The versions match each other

The data reaches the report server, but does not reach the cash server

See paragraph 8


4

There is an incompatible database on the server

You previously used this server with a different database. Do you want to use it with a new one now?


Yes

The old (not current) database is not compatible with the new one

Delete the refsdata.udb file and the DBSync folder

Contact technical support

Have you recently changed the settings of the server or its upstream server?


Yes

The server is connected to the wrong upstream server

Fix the server connection settings or the network name of the upstream server

Contact technical support

5

The new data reaches the cash server, but does not reach the cash register

Open the About the program form and see the version of the r_keeper 7 database. Compare with the version on the cash server


The version of the rk7 database at the cash register is less than the version on the cash server and increases

There is a lot of new data or the cash register is too slow or too busy with something

Wait

Contact technical support


The version at the cash register is lager

An incompatible reference database on the cash register

This should not be the case, the database is replaced automatically at the cash register, perform the task



The version at the cash register is smaller and does not increase

Syncing stopped

As a one-time action, restart the cash register

See paragraph 9


The version is the same, but no changes are visible

Changes are not uploaded or updated

As a one-time action, restart the cash register

Contact technical support

6

New data does not reach the report server

If the report server is connected to another upstream report server, check  the r_keeper 7 database version in the web interface of the reference server and the upstream report server on the BaseVersions tabs


The version of the r_keeper 7 database in the upstream report server is less than the version on the reference server and increases

There is a lot of new data

Wait

Contact technical support


The version of the upstream report server has stopped and is smaller

The data does not reach the report server

See paragraph 6 for the upstream server



The version of the upstream report server is larger

There is an incompatible database on the upstream report server

See paragraph 4



The versions match each other

The data reaches the upstream report server, but does not reach the problem server

See information below in the same paragraph


View the repsrv. fatal. stk log file on the report server

725

DBSync: wrong backup file "XXXXX"!

There is an incompatible database on the report server

See paragraph 4


235

Server "XXXXX" not found, XXXXX-network name of the upstream server

No network connection is established using the old netkern protocol

Use the troubleshooter to solve the problems of connecting r_keeper 7 old versions


4163

BackupDownloaderThread rk7 at XXXXX exception "" (YYYY)

The problem of loading logs from the upstream server

See paragraph 12


4156

DBSync: cannot apply journal "XXXXX", journal synchronization stopped

The XXXXX log could not be applied for 5 times, there will be a backup download for the update

Restart the report server and, after starting, the downstream servers

See paragraph 10

View the contents of the DBSync\incoming\rk7\Journal folder on the report server


There are files with a number greater than the version number of the report server database by 1

The running stopped

Restart the report server

See paragraph 10


No files with large numbers

The problem with getting files

See paragraph 9


8

The new data reaches the report server but does not reach the cash server

See the midsrv. fatal. stk log file

725

DBSync: wrong backup file "XXXXX"!

There is an incompatible database on the cash server

See paragraph 4


235

Server "XXXXX" not found, XXXXX - network name of the report server

No network connection is established using the old netkern protocol

Use the troubleshooter to solve the problems of connecting r_keeper 7 old versions


4163

JournalDownloaderThread rk7 at %d exception %s(%s)

The problem loading logs from the report server

See paragraph 12


4156

DBSync: cannot apply journal "XXXXX", journal synchronization stopped

The XXXXX log could not be applied for 5 times, there will be a backup download for the update

Restart the cash server, and, after the start, the cash register

See paragraph 10

View the contents of the DBSync\incoming\rk7\Journal folder on the cash server


There are files with a number greater than the version number of the cash server database by 1

The running stopped

Restart the cash server

See paragraph 10


No files with large numbers

The problem with getting files

See paragraph 9


9

Problem of loading logs from the upstream server

View the contents of the DBSync\outgoing\rk7\Journal folder on the upstream server


There are files with numbers greater than the version number of the downstream server database

The transportation problem

See paragraph 12



No files with large numbers

The version on the upstream server increases, but no log files are created

Check the synchronization settings on the upstream server, maybe there is another folder configured there

Contact technical support


There are files with large numbers, but there is no file with a number  greater than the downstream server version by 1

A gap in the numbering or the file was deleted

Restart the downstream server

Contact technical support

Look at the client's XXXX.fatal.stk log file, which does not load logs

235

Server "XXXXX" not found, XXXXX-network name of the upstream server

No network connection is established using the old netkern protocol

Use the troubleshooter to solve problems connecting r_keeper 7 older versions


4163

JournalDownloaderThread rk7 at %d exception %s(%s)

The transportation problem of loading logs from the upstream server

See paragraph 12


10

Changes aren't applied, restart doesn't help

Look at the log file XXXX.stk of the application that can't apply directory changes.

722

DBSync: wrong transaction GUID in journal file. Remove database "%s" and DBSync folder for makeing full resync, or connect to proper server.

Connecting to a server with an incompatible database

See paragraph 4


4164

Repeating errors contain the SQLite3 error text:

SQL execution error

Turn off the app, erase refdata. udb, start the app

Contact technical support

4164

Other errors

Error loading references from the database

Turn off the app, erase refdata. udb, start the app

Contact technical support

726

DBSync: cannot move file %s to output. Another file with the same name already exists

In the DBSync\outgoing folder, there are already files with these numbers, apparently as a result of previous launches with a different database

Erase the DBSync\outgoing folderand restart the app

Contact technical support

723

DBSync: cannot copy file %s to output path %s, try %d

Error processing the applied log file

Check the operating system for errors: free space, record error, rights

Contact technical support

11

Transportation (HTTP/HTTPS) problem of getting backup files at the start

Look at the client's XXXX.stk log file, which does not load backups

33

TDBSyncDownloader.DownloadBeforeUpdating rk7: error EIdHTTPProtocolException(TDBSyncWebDAVClient.GetDirectoryXML: EIdHTTPProtocolException(HTTP/1.1 403 License error ...

No license or incorrect license for the cash server

Check if the license is correct

Contact technical support

33

TDBSyncDownloader.DownloadBeforeUpdating rk7: error EIdHTTPProtocolException(TDBSyncWebDAVClient.GetDirectoryXML: EIdHTTPProtocolException(HTTP/1.1 500 Internal Server Error

The problem of providing files for syncing

See paragraph 17


33

TDBSyncDownloader.DownloadBeforeUpdating rk7: error EIdHTTPProtocolException(TDBSyncWebDAVClient.GetDirectoryXML: EIdHTTPProtocolException(HTTP/1.1 403 REFS SYNC SWITHCHED OFF...

Syncing is disabled

Enable syncing in the manager station


12

Transportation (HTTP/HTTPS) problem of getting backup and log files

Look at the client's XXXX.fatal.stk log file, which does not load logs or backups

235

Server "XXXXX" not found, XXXXX-network name of the upstream server

No network connection is established using the old netkern protocol

Use the troubleshooter to solve the problems of connecting r_keeper 7 old versions


4163

Contains the "HTTP/1.1 403 403 License error" text

No license or incorrect license for the cash server

Check if the license is correct

Contact technical support

4163

Contains the " HTTP/1.1 403 REFS SYNC SWITHCHED OFF" text 

Syncing is disabled

Enable syncing in the manager station


4163

Contains the " HTTP/1.1 500 Internal Server Error" text 

The problem of providing files for syncing

See paragraph 17


4163

Contains the " EIdOSSLCouldNotLoadSSLLibrary(Could not load SSL library. - on URL ...)" text

Missing or incorrect libeay32.dll and ssleay32.dll, probably missing auto-update

Check the presence of the 3rdOpenSSL.udb file among the working module databases and enable auto-update of modules in .ini

Contact technical support


No 235 and 4163 errors 

Unknown

Contact technical support


Check the server port setting in the manager station. Is the Use free listen port box checked for a server that doesn't load logs or backups


No

The specified port is either 90 or busy, and port searching is disabled

Check the Use free listen port box

Specify a free and non-null port number

Look again at the client's XXXX.fatal.stk log file, which does not load logs or backups

4163

Other errors

The problem of providing files for syncing

See paragraph 17


15

The new data reaches the cash server but does not reach the cash register

Look at the cash.fatal.stk log file

4156

DBSync: cannot apply journal "XXXXX", journal synchronization stopped

The XXXXX log could not be applied for 5 times, there will be a backup download for the update

Restart the cash register

See paragraph 10

4163

JournalDownloaderThread rk7 at %d exception %s(%s)

The problem loading logs from the cash server

See paragraph 9


4156

DBSync: cannot apply journal "XXXXX", journal synchronization stopped

The XXXXX log could not be applied for 5 times, there will be a backup download for the update

Restart the cash register

See paragraph 10

16

The DBSync\outgoing folder is used or was previously used by a server with a different network name

Check the existence and use of the network name from the file name in the DBSync\outgoing folder for errors


Such a server exists and is in use, it uses this folder

A configuration error

Change the settings of the non-starting server so that it uses its DBSync\outgoing folder



Such a server exists and is used, but now it uses a different folder and will continue to use it

Changing settings

Clear the DBSync folder



Such a server was used once, but will no longer be used

Changing settings

Clear the DBSync folder


17

The problem of providing files for synchronization over the WebDAV protocol

Look at the XXXX. fatal.stk log file of the server from which logs or backups are not loaded

6512

Cannot run process "<Path>\nginx-rk\rk7-nginx.exe"
Windows error =2 (2h). The specified file cannot be found

Incorrect installation

Copy the nginx-rk subfolder from bin\win


6512

Cannot run process "<Path>\nginx-rk\rk7-nginx.exe"
Windows error =XXXX...

rk7-nginx does not start

See paragraph 18


7239

HTTP server init fail: ( IP = Port = YYYY ) Could not bind socket. Address and port are already in use.

The https server was not initialized due to the busy port YYYY

Check what other applications are using this port, you may need to change it


7239

HTTP server init fail: (IP = XXX.XXX.XXX.XXX Port = 0) Could not bind socket. Address and port are already in use.

The https server was not initialized due to invalid IP address XXX. XXX. XXX. XXX

In the manager station for this server, clear the value of the HTTP Bind address property


7266

HTTP server initialization: HTTP Data Port is not defined and Use Free Port is not checked

The server's HTTP port is not configured correctly

Check the Use free listen port box in the server properties

Specify a free and non-null port number

7239

HTTP server init fail: (IP = Port = 0) <ERROR>

The https server was not initialized

Google the <ERROR> text 

Contact technical support

Look at the XXXX.stk log file of the server from which logs or backups are not loaded

6513

Nginx startup error: pid file does not exist

rk7-nginx is not initialized

See paragraph 18


6513

Nginx startup error: health check failed

rk7-nginx is not initialized

See paragraph 18


Check if the needed rk7-nginx.exe is running ?


No

rk7-nginx startup error

See paragraph 18


18

rk7-nginx.exe start or initialization error 

Check if there is the nginx-rk\rk7-nginx.exe file


There is no file

Incorrect installation

Copy the nginx-rk subfolder from the bin\w in folder


Operating system — Windows XP?


Yes, RK7 version is less than 7.6.4.299

Windows XP is not supported until 7.6.4.299

Upgrade to 7.6.4.299+


Yes, RK7 version 7.6.4.299+

Basic Windows XP, Windows Vista, Windows Server 2008, Windows 7 are not supported

Install the Microsoft Visual C++ 2015 Redistributable update
For installation,

  • Windows 7 requires SP1
  • Windows XP requires SP 3
  • Windows Server 2008 R2 requires SP1

Operating system—Windows Server 2008?


Yes


Operating system—Windows 7?


Yes


Is there the rk7-nginx.exe start error about the absence of a dll api-ms-win-crt-stdio-l1-1-0.dll on the screen?


Yes


Look at the nginx log file in the <DatabasePath>\nginx_rk\logs\error.log folder



Unknown

Search for errors from error. log along with nginx on the Internet

Contact technical support


 

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