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ServiceLedger provides this content as-is for self help support purposes. ServiceLedger assumes no liability for any steps you take based on the directions in our knowledge base, and assumes that you have the knowledge to determine whether a given step is appropriate for your situation. Certain solutions can affect third-party software that ServiceLedger relies on or integrates with; it is your responsibility to consult with the documentation or publishers of such third-party software to understand whether any changes suggested here will have negative effects on other applications.


(T0115) I receive the following message in tech portal or customer portal: 'A trappable error (EEDFADE) occurred in an external object.'

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This message appears when trying to log in to the ServiceLedger Tech Portal, or when trying to add or modify a work order or contact from the ServiceLedger Customer Portal.

This message usually indicates that either:

  1. The server mode copy of ServiceLedger is not running, or
  2. The web application cannot communicate with ServiceLedger

The server mode copy of ServiceLedger is the one dedicated to running ServiceLedger 24/7 to handle requests from the web application. For more information on the server mode copy, see (T0112) How do I run ServiceLedger in server mode? You will need to know three things throughout these directions:

  • The name of the computer running the server mode copy of ServiceLedger
    (Or, if you are running the web server outside of a firewall, the name of the computer that will forward requests to the above computer.)
  • The port specified in the server mode copy's shortcut
  • The tunnel password specified in the server mode copy's shortcut

To verify these, please see (T0016) How do I found out my computer's name? for the computer name, and (T0112) How do I run ServiceLedger in server mode? for the port and tunnel password. Once you have these values, use the following directions:

On the computer that is running ServiceLedger in Server Mode:

  1. Make sure the server mode copy of ServiceLedger is running and not waiting on the user for a response to a dialog box or error message.
  2. Check to see if ServiceLedger is responding to requests:
    1. Open up a command prompt (click Start:(All) Programs:Accessories:Command Prompt)
    2. Once the black command prompt screen comes up, type:
      telnet localhost (port)
      and hit Enter. Please substitute the port your server mode copy is configured to use for (port).
    3. You should see the following message:
      SL.APPLICATION.HELLO.(date).(ip address):(number)

If you do not see this message, your server mode copy of ServiceLedger is not configured properly. Please see (T0112) How do I run ServiceLedger in server mode?

You will not be able to proceed without successfully completing Step 2 above.

On the computer that is hosting your web server:

  1. Verify that the web server can reach the server mode copy of ServiceLedger:
    1. Open up a command prompt (click Start:(All) Programs:Accessories:Command Prompt)
    2. Once the black command prompt screen comes up, type:
      telnet (name) (port)
      and hit Enter. Please substitute the server mode copy's computer name and the port it is configured to use for (name) and (port).
      (If you chose to use a port other than 8080 when setting up your Server Mode copy, substitute that port number for 8080 in the text above)
    3. You should see the following message:
      SL.APPLICATION.HELLO.(date).(ip address):(number)

If you do not see this message, your web server cannot communicate with the computer your server mode copy is running on. Please re-check the computer name and port of the server mode copy, and if they are correct, check to see if a firewall might be blocking communications between these two computers. If a firewall is installed on either end, it will be necessary to configure it to allow commucation on the port you specified. Please consult your firewall vendor for information on how to configure it to allow this communication.

You will not be able to proceed without successfully completing the steps above.

On the computer that is hosting your web server:

  1. Please launch Start->Run and enter:
    notepad c:\inetpub\wwwroot\serviceledger\global.asa (If you installed the tech portal in a folder other than serviceledger, please substitute the correct path above)
  2. Click Run or OK
  3. In the section marked ' Communication Options, change the values on the right hand side of the following lines to match your computer name, port, and password, substituting the appropriate values below:
    1. Session("hostport") = "port"
    2. Session("hostname") = "name"
    3. Session("hostpass") = "password"
  4. Click on the File menu and choose Save
  5. Close Notepad

Once this step is complete, you should close any browser windows you have open and try to log in to the Tech Portal (or create a work order in the Customer Portal) again.

If you still receive this error message, please contact ServiceLedger Support and have both your web server and server mode computer configured to make VNC connections. If you do not have a support plan, you will be billed for any time we spend resolving this issue, so please be sure all the steps above have been completed successfully.


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