Troubleshooting SOTI Connect

This section provides useful information on troubleshooting and resolving SOTI Connect issues.

Refer to the following categories for detailed troubleshooting instructions on specific scenario:

SOTI Connect Installation/ Upgrade Issues
  1. Services Fail to Start During the Installation Process
  2. SOTI Connect Installation Fails During the Database Data Deletion Step, Resulting in a Rollback Error
  3. Database Migration Fail: 2024.0 to 2024.1.0.7405
  4. DTD Repair Failure During SOTI Connect Upgrade
  5. Unavailable Actions After Upgrading to SOTI Connect 2025.0
  6. App Activation Error with Built-in Administrator Account
SOTI Connect Configuration Issues
  1. Unable to Access SATO Printer via Hostname when Using Device Registry
  2. Unable to Connect SOTI Identity with SOTI Connect
  3. Use of Custom Attribute Macros Resulting in Corrupted Certificate Templates
  4. Issue with Local Administrator Access
  5. REST Simulation Unable to Send Alerts to the WebHook Receiver
SOTI Connect Component Issues
  1. SOTI Connect Becomes Slow or Unresponsive on Windows Virtual Machines (VM)
  2. Automatic Remote Protocol Adapter (PA) Update Failures
  3. Protocol Adapter Stuck in "Started" State
OEM Specific Issues
  1. Zebra Device Connection Status Repeatedly Drops to "Device Not Reachable"
  2. Zebra SNMP Alert IDs - Rules Fail to Trigger with Specific Alert ID Conditions
  3. Unable to Retrieve Device Logs for an SNMP ZT400 Device
  4. SOTI Connect API: Manufacturer Information Issue