Error Message

• Error getting startup status:

• 0: error -

Issue

• From looking at the ServiceErrorLog.txt, this error you see: "Log validation check failed... " indicates that the crash was likely caused by your logs. Some possible causes for this are the following:

  • Log files are locked by another process, such as antivirus or backup software, for more than 30 minutes, causing Iguana to go into safe mode and shut down all the channels

  • Disk is out of space - check the log usage statistics <iguana_url>:<web_serv_port>/log_usage_statistics

  • Log index corruption, possibly from ungraceful service shutdowns or processes locking the logs

Solution

• Stopping the Iguana service

• Delete the log index and meta files found in your logs directory

  • if not able to delete index folder, it means another process has access to these files, you need to ask their network team to figure out what has access and prevent it.

  • Once these files are no longer in use by other processes, the files are able to be deleted.

• Restarting the service

This will give Iguana a fresh log index and meta files. 

Error Message

• System error in the EventViewer

• The iNTERFACEWARE Iguana service terminated with service-specific error 2147484928 (0x80000500).

Issue

• A case of the crash happening while trying to resize a string buffer and write it to memory. In the past this has been associated with the system running low or out of memory.

Solution

• Restart Iguana

• Customer cleaned database from 2.5 million patients to about 100 thousand patients. This indicates a memory error was triggered due to low memory on the system.

Error Message

• In the ServiceErrorLog.txt file:

  • [2023-06-15 12:24:22] [ERROR] Open file 'C:\Program Files\iNTERFACEWARE\Iguana_2\Iguana_6_1_2\web_docs\templates\log_entries.cs' failed. Too many open files.

Issue

• Too many file, database or web service connections are open at one time.

Solution

1. Inspect the code to ensure that it closes connections immediately it has finished using them.

2. Check that the code opens the minimum number of connections required:

   1. If you are processing a large number of files you can open one or a group of several at a time rather than all of them. Then you can close the first group before processing the next group.

   2. You might set an upper limit on connections and not open more when the limit is reached. Then when the number of connections drops you can open more.

3. In particular you need to ensure that persistent connections are kept to a minimum:

   Persistent connections (particularly to databases) can be very efficient – and it is possible reduce the number of connections by using a small number of persistent connections. The key thing with persistent connections is to ensure that the number cannot keep increasing.

   1. Persistent connections to resources that you are re-using all the time make good sense – they are particularly useful for databases

   2. This page explains about persistent database connections: https://help.interfaceware.com/v6/database-connection

   3. Make sure that you are not continuing to open extra or duplicate persistent connections unintentionally (i.e., logic error that opens multiple database connections).

4. Check that the code does not allow the number of connections to continually increase:

   This is basically checking for “connection leaks” in the the same way as you would check code for memory or other resource leaks – this is particularly important for long running programs as any “leak” will eventually reach the system limit.

   1. Make sure connections are closed as soon as possible.

   2. Set limits on the maximum number of connections.

5. In the unlikely situation where you actually need more files open than the limits allow you can split the processing between several Iguana servers.

Error Message

“[ERROR] Remotes repo reference file doesn't exist yet. It must be created before retrieving it.“

Issue

• Iguana will not start, it starts up but shuts down

• In ServiceErrorLog:
   [ERROR] Remotes repo reference file doesn't exist yet. It must be created before retrieving it.
  Remotes repo reference file doesn't exist yet. It must be created before retrieving it.

Solution

Case 1: Quick Rebuild: https://interfaceware.atlassian.net/wiki/spaces/CSHC/pages/1297973249/Rebuilding+Corrupted+Iguana#Case-1%3A-Quick-Rebuild

Case 2: Rebuild the working directory: https://interfaceware.atlassian.net/wiki/spaces/CSHC/pages/1297973249/Rebuilding+Corrupted+Iguana#Case-2%3A-Rebuild-the-working-directory

Case 3: Delete all files: https://interfaceware.atlassian.net/wiki/spaces/CSHC/pages/1297973249/Rebuilding+Corrupted+Iguana#Case-3%3A-Delete-all-files

Error Message

“No configuration repository found at /~/iguana/IguanaConfigurationRepo/. Creating from main repository...“

Issue

• Iguana will cannot find the existing IguanaConfigurationRepo, so it will create an empty one or from the existing IguanaMainRepo

• IguanaMainRepo gets corrupted due to file locking or human error, you will get an empty Iguana

Solution

• Retrieve backup IguanaMainRepo or use Git tool to fix corrupted IguanaMainRepo

Error Message

• An Error Occurred while loading ACK VMD file. VMD, C:/Iguana/Config/IguanaConfigurationRepo/Channels/TestChannel/assets/ack_verify.vmd

Issue

• Iguana Channel LLP Client Setting Failed to load the ack vmd which is set in the To LLP Client settings

• This is because Iguana uses the path in the ACK VMD which is set by the user to create a working copy, renames the copy to ack_verify.vmd and places the copy in your IguanaConfigurationRepo folders under the channel’s assets subfolder.

• This issue could be caused by Insufficient permissions where the Iguana is not able to access the IguanaConfigurationRepo or if the ack_verify.vmd in the assets folder is corrupted.

Solution

• For Iguana 6.1.0 versions and above setting the Track VMD to enable in the LLP Client would ensure Iguana is using the original vmd on startup. The option enables Iguana to compare the working copy of the vmd with the original vmd and if there are changes then Iguana would re upload the working copy from the original copy.

• Please ensure Iguana has sufficient permissions and no external programs is accessing/corrupting the ack_verify.vmd such as antivirus.

Error Message

• New connection attempt from XXX.X.X.X not accepted: The current connection is active or has not been idle long. Concurrent connections to a single LLP Listener are not permitted from multiple hosts. Please see http://www.interfaceware.com/manual/llp_listener_usage.html .

Issue

• An LLP listener channel can only connect to one host at a time.

  • However, multiple channels from the same host for example, can stream into a single LLP listener.

• Concurrent connections to one LLP listener are not possible.

Solution

Option 1: Setup additional LLP listener channels, one for each host IP, or temporarily turn off one of the LLP source

Option 2: Enable port sharing.

1. Allows the channel to alternate between two or more hosts.

2. Only one connection can be open at a time.

Option 3: Enterprise licenses allow a single LLP listener to connect to multiple hosts. Please talk to your Account Manager for Enterprise licence option.

Error Message

• "./Iguana: error while loading shared libraries: libidn.so.11: cannot open shared object file: No such file or directory”

• Or alternatively, "./msgtransform: error while loading shared libraries: libidn.so.11: cannot open shared object file: No such file or directory”

Usually, this error message happens when you try to launch Iguana/Chameleon via the command line on Linux. This is more prevalent on newer and more up-to-date Linux distributions.

Issue

• Most new distributions of Linux come downloaded with libidn2 rather than libidn. This is a problem because Iguana and Chameleon both use libidn to run.

• It seems also that versions above 1.34 for libidn might have different file names (for example, “libidn.so.12” rather than “libidn.so.11”)

Solution

Option 1: Download the library, depending on the package manager (for example, dnf (yum), apt), you may be able to download the library.

To search for the library:

sudo dnf search libidn
OR (depending on your package manager)
sudo apt search libidn

Depending on the results from the command above, the following installation commands may change slightly but the format remains essentially the same.

Let’s assume that the previous command showed us that there is a libidn.x86_64 package that we can download on a Redhat machine - line 3 uses the library name found on Fedora-based Linux but not Redhat machines:

64-bit:

sudo dnf install libidn.x86_64
(If the line 1 command doesn't work, try the one on line 3)
sudo dnf install libidn1.34.x86_64

OR 32-bit:

sudo dnf install libidn.i686
(If the line 1 command doesn't work, try the one on line 3)
sudo dnf install libidn1.34.i686

This should allow you to download the library and install the desired modules.

Option 2: If there is a newer version of the shared file available but from the same iteration (libidn rather than libidn2) then you can try creating a symbolic to libidn.so.11 from libidn.so.12. In other words, whenever something uses/calls for libidn.so.11 it actually uses libidn.so.12. You can do this by using this command (please make sure the pathing is correct for libidn.so.12):

sudo ln -s /usr/lib/x86_64-linux-gnu/libidn.so.12 /usr/lib/x86_64-linux-gnu/libidn.so.11

However, while we’ve seen it fix this issue, this is NOT recommended as it can lead to compatibility issues and might cause unspecified and undefined behaviour.