Troubleshooting

Problem Solution
An issue requires a downgrade to an earlier version of Data Reviewer   If it is necessary to revert to an earlier version of Data Reviewer, then it will be necessary to recreate the Elasticsearch database and re-import the UHH files
If using Data Reviewer V5.1.0 or earlier you cannot import data from a T2750 and / or a T2550 instrument, through an FTP / SFTP server (data source) Configure the T2550 and / or the T2750 instruments to push files to an FTP server, then configure the Data Reviewer to pull files from the specified server
Unable to transfer files through FTP for the E+PLC 400 and / or the E+PLC 100 instruments Configure the E+PLC 400 and / or the E+PLC 100 instruments to push files to an FTP server, then configure the Data Reviewer to pull files from the specified server
Pages do not show correctly on-screen Set the screen resolution to the recommended settings
Make sure that the browser window is maximized
Use the browser zoom function to zoom out until the content shows correctly
Unable to connect to an instrument or a server with SFTP Make sure that the SSH Public Key is correct for the instrument or server
Unable to connect with HTTPS Make sure that the SSL Certificate is valid
Connection failures on Windows browsers:  
1. When the server configuration changes from https to http settings, it may result in connection failure .
This is due to the HSTSClosed A web security policy mechanism that helps to protect websites against protocol downgrade attacks and cookie hijacking. It lets web servers declare that web browsers (or other complying user agents) should interact with it using only secure HTTPS connections, and never through the insecure HTTP protocol. HSTS is an IETF standards track protocol and is specified in RFC 6797. header in the https settings.
 To remove the HSTS header and confirm the http settings:
  1. Open the browser and enter the url as shown below:
    • Chrome browser: chrome://net-internals/#hsts
    • Edge browser: edge://net-internals/#hsts
  2. In the Delete domain security policies field, enter localhost or Data Reviewer domain name.
  3. Click Delete.
  4. Restart browser.
  5. Restart Data Reviewer.
OR
  1. Open an incognito browser and enter the url: http://localhos.
2. When launching Data Reviewer with Microsoft Edge or Google Chrome V106 or higher, it displays a NET::ERR_CERT_INVALID warning . This is due to the fact that the browsers now have its own certificate root store. For more information, click here.



To disable this feature in Google Chrome: 
  1. Open the Registry Editor and browse to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Google\Chrome. If the folder does not exist, select New > Key, name it as Chrome.
  2. Right-click on Chrome and select New followed by DWORD (32-bit) Value.
  3. Rename the entry as ChromeRootStoreEnabled.
  4. Open the new entry and ensure the Value Data is set to 0.
  5. Click OK to save.
  6. Restart Chrome.
  7. Restart Data Reviewer.
    If a new key was created it will be necessary to restart the PC.
In Microsoft Edge: 
  1. Go to Microsoft Edge settings > Privacy, search and services.
  2. Under Clear browsing data, click Choose what to clear.
  3. Ensure at least Cached images and files is ticked and click Clear now.
  4. Restart Microsoft Edge.
The Data Sources tab and / or the Print Management page do not show, and a Service is busy, please try again later message shows:  
1.   The Windows Reviewer Client and API+SPA services cannot communicate. Cause: Inconsistent configuration of the communication protocol Run the Port Configuration Tool and set the correct communication protocol. This will correct the inconsistencies in the configuration file
  2. The Windows Reviewer Client Service has stopped working Open the Windows Reviewer Client Service and make sure that the windows account password is correct