Troubleshooting Device Registration Service

The following table provides troubleshooting information for the Device Registration Service and the Device Registration Service web client:

Description Cause Solution
Windows service does not start. One or more configuration settings may be invalid. If the Windows service has been set to run under a network account, ensure the account has local administrator permissions.

If connecting to SQL Server, click Verify under Properties to ensure the connection information is valid.

Web client reports service is down. The Windows service that hosts the Web service may not have been started or was unable to start. Use the NSi Device Management Configuration Tool to ensure that the Web service has been stated. If the service fails to start, verify the database connection by clicking Verify in database properties.

Ensure the Service Port number set in the Service tab of the NSi Device Management Configuration Tool is not in use elsewhere.

Web client reports access is denied. The user does not belong to the Access Group set in the NSi Device Management Configuration Tool. Add the user to the Window group set with the Access Group field on the Service tab of the configuration tool, or clear the Access Group field to allow all users.
Application does not appear in the Application drop-down list box when creating a device. The application for the specific device type has not been created. Create an application in the Application section of the Web client. When prompted for Application Type, select the option that matches the type of device you want to create a device for.
Importing devices reports Application Profile was not found for all rows. Imported file is not in CSV format, or does not follow the expected import format. Verify that the imported file is a text file in comma separated value (CSV) format with the .csv extension. If you are using Microsoft Excel, use the Save As option to save the file as a CSV file.

Import headers should appear in the following order: Name, IP, ApplicationProfile, DeviceType, DeviceGroup, Properties, InheritPropertyFromGroup, SerialNumber, Username, Password. Refer to the import guidelines topic in the section for your Unified Client type for more information.

Web client does not connect to service when SSL is enabled. File path to certificate is invalid, or the password is incorrect. Use the NSi Device Management Configuration Tool to verify the Certificate Path and Certificated Password settings on the Security tab. Ensure that the httpCfg.exe utility has not been removed from under the Service folder of the Device Registration Service installation folder.
Advanced
With the Windows service stated, verify the certificate has been installed in the local Windows certificate store. A self-signed certificate should be found under Personal Certificates on the local machine.
Cannot connect to Web client when SSL is enabled. File path to certificate is invalid, or the password is incorrect. See Web client does not connect to service when SSL is enabled in this table for more information.
Web client does not load in the browser. One or more configuration settings may be invalid, or the service is not started. Use the NSi Device Management Configuration Tool to verify that the Client Port number set on the Service tab is not in use elsewhere.

Verify that the service has been started, then use the Web client link at the bottom of the Service tab in the NSi Device Management Configuration Tool to launch the Web client.

Get an Error in Opening Window error message when starting Device Configuration Manager. FIPS was enabled without clearing the SSL settings. Close Device Configuration Manager and then disable FIPS. Start Device Configuration Manager, select the Security tab, clear the Enable SSL on Web Service and Enable SSL on Web Client options, and then enable FIPS.