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Troubleshooting and Known Issues

Table of Contents:

Troubleshooting and Known Issues

This section will grow as more issues are reported. If you are having an issue with SafetyNet that does not appear in this section, please email support@360works.com

Log Files​

Typically, to send your logs to our support system, you will click on the "Report a bug" link on the help page. This is fine if you are sending the bug report the same day that you experienced the error. However, if you saw the error from a previous day then you will need to manually submit your logs.

SafetyNet logs can be found at:

Mac​

/Library/360Works/Applications/logs/SafetyNet.[DATE].log

Windows​

C:\Program Files\360Works\Applications\logs\SafetyNet.[DATE].log

Be sure to send the log(s) that pertain to the dates when you saw the errors.

SafetyNet Installer Hangs​

In early versions of SafetyNet, the installer can hang due to an issue with the 360Works Application Service not getting installed properly.

The workaround for this is to install MirrorSync or Zulu first, then install SafetyNet afterward. Please follow the instructions below for your respective system:

Mac​

  1. Launch the Terminal and run the following commands:
    1. cd /Library/LaunchDaemons
    2. sudo launchctl unload com.prosc.TomcatDaemon.plist
  2. Download MirrorSync and run the installer. This should complete without issue, if it does not, stop at this point and contact 360Works support.
  3. Download a fresh copy of SafetyNet and run the Mac Installer.pkg.

Both MirrorSync and SafetyNet should now be installed! You may remove MirrorSync by navigating to /Applications/ and launching 360Works Admin.jar. You may click the MirrorSync application on the list and clicking "Remove".

Windows​

  1. Open the Services application

    • You can launch it by searching "Services" in the start menu or launching the task manager (Ctrl + Alt + Del) and going to the "Services" tab.

  2. Find the "360Works" service

  3. Right click it and click "Stop"

  4. Download MirrorSync and run the installer. This should complete without issue, if it does not, you may need to completely delete the 360Works Service. To do this, run the cmd line utility as administrator and type:

    • sc delete "360Works"

    This should delete the service, and you can now run the MirrorSync installer. If you continue to have issues, please contact 360Works Support.

  5. Download a fresh copy of SafetyNet and rerun the installer.

Both MirrorSync and SafetyNet should now be installed! You may remove MirrorSync by navigating to C:\Program Files\360Works\ and launching the 360Works Admin.jar. Click the MirrorSync application on the list and clicking "Remove".

Error Writing Request Body to Server​

In SafetyNet 1, it is possible to get this error when trying to upload large files to S3. This error essentially means that a timeout has occurred. Timeouts can happen for many reasons, but we have seen this error happen when pushing very large files from countries outside the US. The reason for this is SafetyNet is set up to upload files to AWS servers in Virginia, and uploading large files over long distances tend to cause timeouts.

This issue is resolved for SafetyNet 2 and later. If you get this error, please report it to our support channel at support@360works.com