Keyadvantage Software Error Messages; Keypad Troubleshooting - Supra KeyAdvantage User Manual

67 KeyAdvantage User Manual

KeyAdvantage Software Error Messages

Table 1 lists some of the most common KeyAdvantage software error messages and their causes.
Table 1. KeyAdvantage Software Error Messages
Error message
Unable to connect to the
KeyAdvantage database at
<ip_address>.
Error connecting to
database while trying to
import records.
Service failed to start.
Please review log file for
details.
Service failed to stop.
Please review log file for
details.
Service communication
error. Please see log file for
details.
Internal error. Please
contact customer support.
The file provided does not
include a valid profile.
The service shut down
unexpectedly.
Invalid DMS inventory file.
Unable to add task. Please
verify that the file path
specified is accessible by
the KeyAdvantage DMS
system service.

KeyPad Troubleshooting

The KeyPad becomes inoperable if the KeyPad is removed from the programming base before being properly
disconnected. To fix a KeyPad that has become inoperable because of this, reprogram the KeyPad using the
programming base.
Table 2 shows the error messages and their associated codes that appear on the KeyPad. Error codes are
composed of two elements. The first two digits define the error, the last two digits show the number of times that
the error has occurred. For example, error code A102 would mean that the error A1 has occurred twice.
Logged Emailed Type
Yes No Message box
Yes Yes Log file
Yes No Message box
Yes No Message box
Yes No Message box
Yes Yes Message box
Yes No Message box
Yes Yes Log file/
message box
Yes No Log file
No No Message box
Possible cause
• KeyAdvantage database server is down.
• KeyAdvantage database server is
unreachable.
• Authentication failure causes an error
while logging on to the database.
• KeyAdvantage database server is down.
• KeyAdvantage database server is
unreachable.
• Authentication failure causes an error
while logging on to the database.
Internal unexpected error in the service.
Call customer support.
Internal unexpected error in the service.
Call customer support.
An error in the application GUI. Attempt
to restart the application. If the problem
persists, contact customer support.
Internal application failure.
Attempting to import a file not exported by
the tool, or a file that is corrupt.
Internal error in the service.
The DMS exported file is corrupt.
Cannot map directly to a network drive.
You must enter the entire file path.