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Troubleshooting

There are several things you can do to troubleshoot and resolve problems before logging a case with product support. The guidance here is designed to help you understand the problem, and learn where to look for possible errors and potential solutions.

Before you call support:

If you cannot find a solution in the product help, then follow the general guidance in this topic.

Understand the problem

Understanding the problem may help you to find a solution, and will enable you to provide Qlik support with the information needed to process your case more effectively. Ensure that you understand the problem and can describe it as fully as possible before seeking further support:

Questions to ask Answers - that may lead to a better understanding of the problem
Who experienced the problem? What type of users were affected and how many?

This can help you to determine if it is a global issue, a configuration problem, a component problem, or due to user configuration.

What happened after an action was performed?

Pay attention to any symptoms, behavior, and error messages.

This can help you to identify which component is causing the error, and which log files to use.

When did the problem first occur? When is it triggered, and what user action or system action causes it?

For example, a scheduled Qlik NPrinting task fails, an error is thrown when attempting to edit a template, or document metadata is not generated.

Have you experienced this issue before? If yes, how often has the problem occurred?
Where did the problem occur first? Describe where in the system or environment the problem appears?

For example, in the Qlik NPrinting Designer frontend, or in the backend (scheduler or engine).

Why do you think it happened? Gather the relevant log files. Compare log files that include the problem with those that do not.

For example, compare a successful, and unsuccessful task execution of the same report. For log file locations, see the individual product help pages.

Use the log files

To troubleshoot and resolve issues effectively you need to understand how to use the log files. You also need to know when to use the default logs, and when to use the archived log files.

When you get an error message, the following steps can help you to identify which component has failed:

  1. Read the error message carefully as it can tell you which component has failed.
  2. Navigate to the default log files for the failed component.
  3. When you have found the correct log file, search for errors to identify the issue.

Default log files

In Qlik NPrinting, the following log files are by default stored in C:\ProgramData\NPrinting\Logs:

  • nprinting_scheduler.log - log files for scheduled tasks, and scheduled reloads.
  • nprinting_webengine.log - log files for connections to apps and Qlik Sense, QlikView servers, authentication, and licensing issues.
  • nprinting_engine.log - log files for connections to apps, licensing issues, and metadata generation.

Qlik NPrinting certificate exchange problems

Error messages in Qlik NPrinting webengine log files

Cannot send certificate to engine {engine.Host}. Remote server is not responding. Please check engine status and firewall configuration.

Possible cause  

This means that the Qlik NPrinting Engine is not listening for certificate exchange, or the connection cannot be established. This can happen if the certificate has already been installed and the Qlik NPrinting Engine is already connected.

Proposed action  

Check in the Qlik NPrinting Engine manager list to verify that the engine is online. In this case you can skip the certificate exchange.

Check that the firewall allows connections from the Qlik NPrinting Server to the Qlik NPrinting Engine on port 4997 using HTTP protocol.

Error sending certificate to engine {engine.Host}. Please check the provided certificate password and engine logs for details.

Possible cause  

This happens if the Qlik NPrinting Engine cannot validate the certificate received from the Qlik NPrinting Server.

Proposed action  

Be sure to insert the same password in the Qlik NPrinting web console that has been used for the Qlik NPrinting Engine installation. If multiple Qlik NPrinting Engines are being configured, you must choose the correct password for the Qlik NPrinting Engine that is installed in the node you're configuring.

Check the Qlik NPrinting engine log file for further details.

Error messages in Qlik NPrinting engine log files

Cannot decrypt certificate using the provided password. Please check that the password inserted in web console corresponds to the installation password for this engine.

Possible cause  

This happens if the password entered in the Qlik NPrinting web console does not match the password provided to the installer for this engine.

Cannot find encrypted password data at {PasswordFilePath}. This is likely an installation problem.

Cannot save engine certificate to local user certificate store.

Possible cause  

Both of the above errors signal problems with accessing the encrypted resources needed to install the certificate.

Proposed action  

Manually install if this persists.

Qlik NPrinting application problems

  • Was Qlik NPrinting working before the problem occurred?
  • Have you reloaded the metadata?

    See: Working with apps

  • In Qlik NPrinting, navigate to C:\ProgramData\NPrinting\Logs to view the log files.

    See: Logging

  • Check that your Qlik NPrinting users have the appropriate users rights.

    See: Creating connections

  • Check if the Qlik NPrinting version is compatible with your QlikView, or Qlik Sense installation.

    See: System requirements for Qlik NPrinting Engine

Other resources