Troubleshooting

Generally, the following should be checked when diagnosing issues:

• TrustPortal agent logs

  The TrustPortal agent logs report all activity if you have selected the Verbose parameter in Admin > Agents > Serilog when configuring the agent.

• TrustPortal docker container logs

  Enter sudo docker logs tp16prodapi.local.net in a command-line interface within the TrustPortal VM (password is tp16prod).

• The web browser diagnostics (specific to each browser)
• Using ping/ifconfig to diagnose network issues

Blue Prism components

Please refer to the 6.7.3 or 6.8.1 Blue Prism installation guide for details on troubleshooting Blue Prism components.

Please refer to the 6.8./6.8.1 Blue Prism installation guide for details on troubleshooting Blue Prism components.

TrustPortal services

Issue	Symptom	Diagnose	Fix
IP address of TrustPortal virtual machine is changed due to restarting the VM or PC	A user cannot log into TrustPortal via a web browser.	Start a Windows command line tool (cmd.exe) Enter the command ping tp16prod.local.net If the VM IP address is wrong, you would typically see no response/timeout.	Ensure the TrustPortal VM is running. In the VM, start Firefox to connect to TrustPortal to ensure it's working. If working, enter the bash find_ip_address.sh command to find the current IP address of the VM. Ensure the new IP address is added to the Windows hosts file.
No network connectivity on TrustPortal VM	No IP address is assigned to the VM so the user cannot connect to TrustPortal via a web browser.	If bash find_ip_address.sh is run in the VM and no IP address shown. To release and get a new IP address add the following in the command-line interface in the VM: sudo dhclient –v –r enp0s3 with password tp16prod to release the IP address . sudo dhclient –v enp0s3 to get a new IP address from the DHCP server.	Typically this is caused by the VM not getting an IP address via DHCP from the local network. With the VM shut down, ensure the VM network settings are set to Bridged and not NAT. If on VM startup you still do not get an IP address using bash find_ip_address.sh, check that the PC is not connected via a VPN connection.
PC and VM are on different subnets	TrustPortal VM has an IP address but still cannot connect via a web browser.	Start a Windows command line tool (cmd.exe). Enter the command ping tp16prod.local.net and get a response with IP address in the format a.b.c.0-255 Run bash find_ip_address.shin the VM. The IP address shown has a different subnet (e.g. it's not of the same format a.b.c.0-255)	This issue is not specific to TrustPortal but caused by the VM not being assigned an IP address correctly. The most common cause for this is that the PC is connected to a company VPN, and the VM is not being assigned a DHCP IP address from the VPN. If disconnecting from the VPN and restarting the VM does not fix this, then local sysadmin/network help may be required.
TrustPortal user cannot be registered	A new user is created via the TrustPortal web admin interface but it cannot be registered.	No registration email in Inbox or Spam folders. Alternatively when clicking the button to register the new user, nothing happens or an error message displays.	Creating users but not being able to register them via the TrustPortal web admin interface is an intentional restriction of the TrustPortal VM, which is designed for development/test but not production deployments. There is one admin user ([email protected]) and 10 other users ([email protected]). No other user accounts can be defined.

TrustPortal agent

Diagnosing issues

If there is an undiagnosed issue with the TrustPortal agent, the first thing to do is to change the Serilog parameter under Admin > Agents > Configuration to Information or Verbose and then restart the agent. The agent will then add the data that it receives from Blue Prism to the logs.

This log file may contain sensitive data so once the issue has been identified it is strongly advised to disable this feature, and to delete any logs from the %Temp% directory.

Debugging Blue Prism digital workers

When debugging Blue Prism digital workers, it is useful to force the TrustPortal agent to wait a longer time for the response from the digital worker before timing out, e.g. the Timeout value under Admin > Agents > Configuration > Blue Prism Server should be set to 5 minutes.

Agent appears to hang

The TrustPortal agent only extracts queue items from TrustPortal when called by a polling digital worker using the Get Next TrustPortal Queue Item VBO action. If there are no entries in the agent log, there could be a problem with the polling digital worker. It may be useful to set the Serilog parameter Admin > Agents > Configuration to Verbose to check whether requests are being passed to and from the agent.

Errors connecting to Blue Prism

The TrustPortal agent is called by Blue Prism and does not push work to Blue Prism. If the Blue Prism polling digital worker cannot connect the TrustPortal agent, this usually means there is an issue with networking, DNS setup, or firewalls.

Errors with agent registration

The main errors that can occur during the agent registration are:

• Users are attempting to use agent registration tool without using the Run as administrator option.
• Connectivity issues between the agent and TrustPortal.
• Missing or incorrect information in the Admin > Agent screens, especially missing TrustPortal URL.
• Developer Mode has not been selected when using self-signed certificates.

The TrustPortal agent registration tool creates a registry entry on the system the agent is installed in: Computer\HKEY_USERS\.DEFAULT\Software\TrustPortalLimited

You may need to delete this entry in the registry using the “regedit” tool if any of the errors are not easily fixed.