Troubleshooting Steps for iKnowledgeScreen (Advanced Knowledge component)

Steps to resolve

1. Check for existence of the file iKnowledgeScreen.conf at location <Apache_Root_Folder_Path>/conf.

1. For e.g. - “C:/Apache24/conf” has <Apache_Root_Folder_Path> as “C:/Apache24”.
2. Verify the contents of file iKnowledgeScreen.conf by checking the snippet with paths to << iKnowledgeScreen_Directory>>. Verify and change the <VirtualHost *> tag with correct path entries to << iKnowledgeScreen_Directory>> as shown below. Where << iKnowledgeSearch_Directory>> is C:/HCL.iAutomate.AdvancediKnowledge/iKnowledge_Screen” in the snippet from iKnowledgeSearch.conf.

<VirtualHost *>

WSGIScriptAlias / C:/ HCL.iAutomate.AdvancediKnowledge/iKnowledgeScreen /knowledge_screen_main.wsgi

SSLVerifyClient require

SSLVerifyDepth 10

<Directory C:/HCL.iAutomate.AdvancediKnowledg/iKnowledgeScreen>

WSGIApplicationGroup %{GLOBAL}

Require all granted

</Directory>

</VirtualHost>

1. Ensure that service was created through Service Account and not through Local account. Refer to below figure to check the status.

1. If not, open Windows Command Prompt in Administrator mode and run the below command:

sc config HCL.iAutomate.iKnowledgeScreen obj= “ID” password= “PSWD”

where ID is the [Domain\SA ID] and PSWD is the [Password of SA] and SA is

[Service Account].

‘Log On As’ field corresponding to the service HCL.iAutomate.iKnowledgeSearch should be changed to ‘Service Account’. Click Start to start the service.

Steps to resolve

1. Check the Apache error log at <Apache_Root_Folder_Path>/logs/error.log.

1. If the error is because of the missing package, perform the following steps:

• Open Windows Command Prompt in Administrative mode in Apache_Root_Folder_Path:
• If open internet access is available, run the below command:

pip install package_name

• If open internet access is not available, download wheel file for package from where user has internet connectivity and move onto server at same location where it needs to be installed. E.g. https://pypi.org has a repository of most used wheel files, else other sources are available as well. Subsequently, run the below command:

pip install package_name.whl

Paths are not correct in iKnowledgeScreen.conf

Port is not correct

Steps to resolve

1. If the issue is due to the incorrect paths, refer to resolution steps mentioned in Table 114 - iKnowledgeScreen: Scenario 1

1. Also, check if correct port is being used. To identify the correct port, perform the following steps:

• Open iKnowledgeSearch.conf
• Search for Listen xxxx

e.g. – Here the image below shows the port set for iKnowledgeSearch component is 9000.

#

Listen 9000

# ports, instead of the default. See also the <VirtualHost>

# directive

1. The set port is one where iKnowledgeScreen is deployed.

Steps to resolve

1. Press Win+R, type services.msc and press Enter to open Windows Services.

1. Find service HCL.iAutomate.iKnowledgeScreen and select it.
2. Click Start to start the service, if it’s not running already.