Troubleshooting

  1. Error message "Failed to connect to https://services.ida-step.net/ through the Internet"
  2. Error message "Internal error <exception message>"
  3. Error message "License ID not found"
  4. Error message "License is blocked"
  5. Error message "No rehostings left"
  6. Errors appear while trying to use 2d viewer and/or zones picture
  7. No print view content available on the screen

Error message "Failed to connect to https://services.ida-step.net/ through the Internet"

While trying to install or update licensed features, the Problem Occurred dialogue message  can appear on the screen.  Figure 1 displays one of the available error window variants.


Figure 1. Problem Occurred message window

There can appear the following messages in the Problem Occurred window:

Failed to connect to https://services.ida-step.net/ through the Internet.
Your proxy possibly re-encoded data using it's own certificate which is not supported by IDA-STEP.
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.


Failed to connect to https://services.ida-step.net/ through the Internet.
Possible reason is forged certificate by some kind of man in middle attack.
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.


Failed to connect to https://services.ida-step.net/ through the Internet.
The failure was caused by HTTPS communication problem with the proxy.  
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.


Failed to connect to https://services.ida-step.net/ through the Internet.
The failure was caused by HTTPS communication problem.
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.


Failed to connect to https://services.ida-step.net/ through the Internet.
Possible reasons are:
  • Your computer is not connected to the Internet.
  • IDA-STEP is protected from accessing the Internet
    through a firewall of the operating system.
  • The proxy requires authentication therefore user name and password have to be entered. Select Window->Preferences and then go to General->Network Connections.
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.


Failed to connect to https://services.ida-step.net/ through the Internet.
Possible reasons are:
  • Your computer is not connected to the Internet.
  • IDA-STEP is protected from accessing the Internet trough a firewall of the operating system.
  • The proxy has to be set up for the Internet access. Select in the IDA-STEP main menu bar Window -> Preferences and then go to General -> Network Connections.
Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information.

If measures listed in the dialogue box does not help, the user should go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information and email the error log to IDA-STEP support.

Error message "Internal error <exception message>"

Go to Help -> About IDA-STEP -> Configuration Details -> View Error Log for detailed information and email the error log to IDA-STEP support..

Error message "License ID not found"

The license identifier is unknown. The user has to enter an available license ID or get a new one.

Error message "License is blocked"

The current license is no longer valid. The user has to get a new license to install IDA-STEP.

Error message "No rehostings left"

IDA-STEP is licensed for a single computer. The user has to get a new license to install IDA-STEP on the different computer.

Errors appear while trying to use 2d viewer and/or zones picture

User should have GDI+ installed under Windows 2000.

No print view content available on the screen

The printing does not work under Linux OS.

For more information refer to the www.ida-step.net/support/troubleshoot page.

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