Troubleshooting

If you are encountering issues with HCL Nomad for web browsers, complete the following steps (in order) to try to resolve your issue.
Note: For information on setting notes.ini values, see Configuring Nomad via notes.ini settings in the Nomad Administrator documentation.

Setup issues

  1. Double check your browser configuration and re-start the browser.
  2. If the page does not load, sits at "Starting up" for more than a minute, or you get the Failed to register service worker message, check your HTTPS setup and any proxies that exist between the web browser and HCL SafeLinx.
    • HCL Nomad uses service workers in the browser and the browser requires a trusted HTTPS connection to enable service workers. HTTPS needs to use a signed certificate that is trusted by the browsers. If a signed certificate is not available, a self-signed certificate may be used but requires every browser endpoint to trust that certificate at the browser and/or operating system level - ensure that the self-signed certificate meets the browser's requirements such as a Common Name that matches the host name and providing the Subject Alternate Name (SAN).
    • HCL Nomad uses service workers in the browser. Service workers must be able to successfully download all of the resources to complete registration. Check the network flows for errors such as The server responded with a status of 502 (Proxy Error) or errors where the Server HTTP response header is something other than Nomad Server. Ensure that any proxy relays all /nomad requests to HCL SafeLinx.
  3. If you get either the The information provided by the Nomad proxy server was incomplete or invalid. OR the Your ID file could not be found on the server. Nomad setup requires that your ID file be available in the ID vault on the server. message during startup, test what the proxy server returns by trying the /nomad/userConfig.json URL. This should return the user and server names. If either of those values is missing or incorrect, contact your administrator to correct the search being done against Domino to obtain those values.
  4. If you get the Failed to install service worker. message during a first-time setup, it is most likely caused by a non-trusted SSL/TLS certificate or incorrect HTTP headers. Without proper headers, service workers are not allowed due to security reasons. To resolve this issue, review Hosting the Nomad for web browsers static web files and the System Requirements.
  5. If you get the Failed to install service worker message outside of a first-time setup (in the browser console, this may appear as Cache.put() encountered a network error), it is most likely caused by a lack of disk space on the machine. The browser needs to download the new files while the existing files are running, which produces two copies of the files until the update is complete. Check the machine's disk space and ensure at least five gigabytes are free.
  6. If you get a Cannot GET /nomad/ message, it may be due to the Accept-Encoding HTTP header being removed by something in the network flow. Check that the Accept-Encoding HTTP header is getting to the Nomad server.
  7. If your environment is set up for SSO and Nomad is prompting for log in, despite another application in the same browser already being logged in (such as Verse, Sametime, Connections, etc.), your LTPA token trust settings in Nomad may not be set as desired. For more information, see Troubleshooting (SafeLinx) in the Nomad Admin documentation.
  8. In Chrome, if Nomad is not opened in a PWA window, if you do not get the option to "Install HCL Nomad" or "Open in HCL Nomad", you may need to close Chrome and delete the following cache files from your system:
    For Windows:
    • C:\Users\<username>\AppData\Local\Google\Chrome\User Data\Default\Cache\*
    • C:\Users\<username>\AppData\Local\Google\Chrome\User Data\Default\Code Cache\*
    • C:\Users\<username>\AppData\Local\Google\Chrome\User Data\Default\Storage\*

    For Mac:

    • ~/Library/Caches/Google/Chrome/Default/Cache/*
    • ~/Library/Caches/Google/Chrome/Default/Code\ Cache/*
    • ~/Library/Caches/Google/Chrome/Default/Storage/*
  9. If you are attempting to use Nomad Federated Login and are still getting prompted for the Notes ID password, check the following in the Nomad console log via the browser's tools:
    • userConfig.json needs to include deployNSF pointing to the deploy.nsf file on the server. For example: {"userCN":"Jane Doe/MyDomain","homeServerCN":"MyServer/MyDomain","deployNSF":"/nomad/config/deploy.nsf"}
    • If you do not have a wasmHandleSamlAuth entry with the "Auth URL", then the server is not configured properly to instruct the client to use Nomad Federated Login. For more information, see Nomad federated login in the Domino documentation.
  10. "Nomad Setup Error": If this error appears, check the browser console for a more detailed explanation. It could be caused by the following:

General issues

  1. Reload the Nomad page.
  2. Restart the browser and reload the Nomad page.
  3. Double check your optional browser configuration settings.
  4. If previous steps have not resolved the issue, you may attempt to start from scratch by cleaning up the browser and starting over. If the initial setup fails at any point, reloading the Nomad page performs an implicit reset of the browser data, so a manual reset should not be necessary. For more information, see Browser configuration.
    Firefox
    • If you ARE on the Nomad page in a tab, click the padlock icon in the address bar Clear Cookies and Site Data > Remove.

    • If you ARE NOT on the Nomad page in a tab, click the Firefox menu in the OS or the 3 bar menu normally found to the right of the address bar Preferences > Privacy and Security > Cookies and Site Data > Manage Data > Pick the Site (for example, mysafelinxserver.mycompany.com) > Remove Selected > Save Changes > Remove.

    Chrome
    • If you ARE on the Nomad page in a tab, hit the padlock icon in the address bar Site Settings > Clear data > Clear.

    • If you ARE NOT on the Nomad page in a tab, click the Chrome menu in the OS or the 3 dot menu normally found to the right of the address bar Settings > Privacy and Security > Site Settings > View permissions and data stored across sites > Pick the Site (for example, mycompany.com) > Pick the Site (for example, mysafelinxserver.mycompany.com) > Clear data > Clear.

      Note: In the browser's Developer Tools Application - Application - Storage, there is a Clear site data button, but this button is insufficient because it does not clear the File System data. To completely clear the site data, follow the above instructions.
    Edge
    • In the Edge menu in the OS or the 3 dot menu normally found to the right of the address bar, complete the following steps:
      • Settings > Cookies and Site Permissions > Manage and delete cookies and site data > See all cookies and site data > Cookies and site data. Expand the section for the site (for example, mysafelinxserver.mycompany.com) and click the trash icon for the site.
      Note: In the browser's Developer Tools Application - Application - Storage, there is a Clear site data button, but this button is insufficient because it does not clear the File System data. To completely clear the site data, follow the above instructions.
      Note: Unlike Firefox and Chrome, where there is a shortcut if you are on the Nomad for Web Browsers page, you must use this method in all cases on Edge.