Troubleshooting
When DS Server doesn't do what you expect, the message you see usually points to the cause: a process that ends at startup, a 401 or 400 response, an editor that shows a box instead of a document. Troubleshooting is organized by these symptoms. Each page quotes the messages of DS Server 5.0.2 as they appear on the console, in the log, in a response or in the browser, explains why they occur and lists the steps that fix them.
Find the Right Page
| If you see | Read |
|---|---|
| The server ends at startup, listens on another port or reports a missing .NET framework | Installation |
| Every document request returns "DS Server is not registered." | Installation |
| A 401 response, a failed token request or a redirect URI error | Authentication |
| Requests work without any token | Authentication |
| The Document Editor can't connect, loses its connection or shows a license message | Document Editor and Viewer |
| The Document Viewer doesn't load in an HTML page | Document Editor and Viewer |
| A format, bitmap rendering or a font behaves differently on Linux | Linux |
Collect the Evidence First
- The log file. DS Server writes almost nothing to the console. Its messages, including the address it listens on and every startup error, are in logs/log_YYYYMMDD.log. See Find Out Whether the Server Runs.
- The response. Token requests that fail return 400 with a JSON
erroranderror_description. Refused requests return 401, and theWWW-Authenticateheader tells a missing token from an invalid one. See Requests Return 401 Unauthorized. - The browser console. The Document Editor logs the address of its WebSocket connection and the errors of the token request and the license check. See Find Out Where It Fails.
- The admin portal. The Licensing page shows whether the server is registered, and the Security Profiles page whether OAuth is enabled.
Where to Start
- A new installation doesn't work: Installation, then Authentication once the server answers.
- The Document Editor or Document Viewer stays empty: Document Editor and Viewer, which links to the token problems on Authentication.
- An installation moved from Windows to Linux: Linux.
If a problem started after an update, read the Upgrading section of the version in What's New. For the requests and responses of each endpoint, see the Web API reference, and for the status codes of document requests, Errors and Status Codes.