Connection Settings

Settings

The Prinect Site ID is not displayed, instead the message "Search License Server" appears in the sta­tus bar.

Cause: There is no connection to a License Server.

Measure: Please check the license server. Is the computer switched on? Is the License Manager running? Is LIS installed and running?

Status

The connection cannot be established: After clicking on the "Connect" button, the "Remote Service" status does not change to OK. The icon is still visible.

Cause: In the initial connection phase to the Remote Service, configuration data is set up or read and, changed, if required. If there are any problems with this, a successful Remote service connection cannot be made.

Measure: Restart the PMC and repeat the steps until the connection is established. If the prob­lem persists, the PMC has to be reinstalled. Please contact the Heidelberg service if this is the case.

The connection cannot be established: After clicking on the "Connect" button, the "Secure Connec­tion" status does not change to OK. The icon is still visible.

Cause: In the initial connection phase the PMC tries to establish a secure connection to Remote Service Heidelberg. If there are any problems with this, a secure connection cannot be made. This may be due to errors in the Remote Service Administration settings or access problems to the remote service (firewall, Proxy, network).

Measure: Please check the technical requirements of the connection as follows:

·Internet settings: The "www.heidelberg.com" URL must be accessible via Internet Explorer.

·Firewall: The firewall must be cleared for Remote Port 443 (outgoing).

·The Remote Service Server must be accessible from the PMC:

Test 1: Execute via the command line "ping 194.31.235.38". If there is a reply, there is a physical connection to the Remote Service Server.

Test 2: Execute via the command line: "ping heires-device.heidelberg.com". If there is a reply, the network name resolution works correctly.

Test 3: Use a browser to invoke the URL "https://heires-device.heidelberg.com:443". A connec­tion from this computer to the Remote Service is possible if a login page displays.

•Administration of the Remote Service in the PMC: Your administrative data must be complete and correct, there must not be any red crosses. Your details for Proxy and Port must also be cor­rect.

•License: A license server must be accessible. Please check the license server. Is the computer switched on? Is the License Manager running? Is LIS installed and running?

•Local Remote Service Client: Check in Windows Task Manager (with the option "Show pro­cesses from all users" enabled) if the processes "ServiceAgentControlStart.exe" and "qsa­Main.exe" are running.

If the problem persists, please contact the Heidelberg service.

If there is an existing Remote Service connection, the status of "Remote Service" changes from the  icon to the icon.

Cause: The services ServiceAgentControlStart.exe or qsaMain.exe are no longer running (refer to "Local Remote Service Client" above).

Measure: Please check the technical requirements of the connection as described above. A successful Remote Service connection can only be established after the PMC has been restarted ("Program > Restart"). If the problem persists, please contact the Heidelberg service.

Note: A system crash may leave the configuration data in a defective state. This may lead to the Remote Service services not starting properly or to being terminated immediately after starting. The Remote service start configuration should be reset, to do this, proceed as follows:

1.Exit the PMC.

2.Delete all current data of the day in "%HD_STD_SERVICE%\Remote Service\config\etc".

3.Delete the directory "%HD_STD_SERVICE%\Remote Service\config\pers".

4.Restart the PMC.

5.Repeat the steps for establishing a connection.

If there is an existing Remote service connection, the status of "Secure Connection" changes from the  icon to the icon.

Cause: The connection to the Remote Service Server has been interrupted.

Measure: Please check the technical requirements of the connection as described above. A successful Remote Service connection can only be established after the PMC has been restarted ("Program > Restart").

The connection cannot be established: The status of "License Server" does not change from the  icon to the icon.

Cause: A connection to the License server cannot be established.

Measure: Please check the technical requirements of the connection as described above.