Unable to connect to VaultService

If you are having a problem using Vault, post a message here.

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stevebacher
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Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
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Unable to connect to VaultService

Post by stevebacher » Tue Jan 24, 2006 9:53 am

When trying to login, I get the following message:

Unable to connect to http://rcs-scc/VaultService. No server was found at the specified URL. Please verify your network settings using the Options dialog under the Tools menu in the Vault GUI Client. Web Exception: The operation has timed-out.

Login works on other systems.

Important Background Info: On the PC I am having problems with, I just installed a new disk and had copied ALL the files from the old drive. I had booted on another system with the old and new drive from the notebook as secondary drives so I WAS able to get all system files (registry, etc.).

I have attached log files from the failed login and a good login from another system.
Steve Bacher

GregM
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Joined: Sat Mar 13, 2004 9:00 am

Post by GregM » Tue Jan 24, 2006 11:08 am

We recently ran into the same problem after we upgraded to a new version of our virus scanner that also included a port blocker. We needed to add the vault executable to the list of programs allowed to access the network.

stevebacher
Posts: 9
Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
Contact:

Unable to connect to VaultService

Post by stevebacher » Tue Jan 24, 2006 11:27 am

I am running ZoneAlarm and the program is there with all permissions allowed. I even went as far as turning the firewall off and it still won't work.

Steve
Steve Bacher

lbauer
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Post by lbauer » Tue Jan 24, 2006 11:37 am

Generally if only one client of many cannot connect, or times out after a short period of time (while other machines are fine), this points to some sort of client side networking software that is preventing the connection.

-The clent might be configured to use a proxy that has different settings than other clients
-There still may be something going on with Zone Alarm
-Sometimes even router software can be the culprit, if the network path is diffferent from other machines that can connect (see http://support.sourcegear.com/viewtopic.php?t=44 )

You can also try http://support.sourcegear.com/viewtopic.php?t=736 if you haven't already seen it, as well as our general index of knowledge base articles at: http://support.sourcegear.com/viewtopic.php?t=792

Did you copy all the client files? Maybe uninstalling and re-installing would help.
Linda Bauer
SourceGear
Technical Support Manager

stevebacher
Posts: 9
Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
Contact:

Post by stevebacher » Tue Jan 24, 2006 12:41 pm

I shut down Zone Alarm - No.
Reinstalled (removed / installed) the Vault client - No
The other system I tried is also on my desk and the proxy is off. The error indicates a router issue but it cannot be that because my PC is the only one having a problem.

I can get to the Vault Service through the web! Aarrrrgg!
Steve Bacher

GregM
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Joined: Sat Mar 13, 2004 9:00 am

Post by GregM » Tue Jan 24, 2006 2:32 pm

Steve, that's exactly the symptoms we experienced. Are you running on XP SP2? If so, have you checked your Windows Firewall settings?

stevebacher
Posts: 9
Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
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Post by stevebacher » Tue Jan 24, 2006 2:40 pm

Yes. Everything is OFF. Windows Firewall is off and ZoneAlarm is down.

I am sure it has something to do with the disk cloning (not really a true clone but a complete copy). Some other things were acting funny but I have been able to resolve most of them. If I remember correctly, I was able to run Vault before the disk copy. Weird!?

Any registry settings that can be removed?
Steve Bacher

lbauer
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Joined: Tue Dec 16, 2003 1:25 pm
Location: SourceGear

Post by lbauer » Tue Jan 24, 2006 2:55 pm

Not sure what you would remove. But you could compare your registry settings for the Vault Client against that of a user whose client is connecting properly.

HKEY_CURRENT_USER\Software\SourceGear\Vault\Client\Settings
Last edited by lbauer on Tue Jan 24, 2006 3:34 pm, edited 1 time in total.
Linda Bauer
SourceGear
Technical Support Manager

stevebacher
Posts: 9
Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
Contact:

Post by stevebacher » Tue Jan 24, 2006 3:18 pm

Some of the settings were different so I save the hive from my system and imported those from a good box. Still no login. I think that this is a much lower level problem as I ran a network sniffer program and did not see any traffic to the Vault server.

Is there any test programs that would simulate a Vault login and would trap data?

I'm really stretching for things now!
Steve Bacher

lbauer
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Joined: Tue Dec 16, 2003 1:25 pm
Location: SourceGear

Post by lbauer » Wed Jan 25, 2006 9:24 am

Also stretching . . .

Maybe it's something simple like the "use SSL" box being checked (or unchecked if you're using SSL).

You could enable client-side logging and see if that provides any information:

http://support.sourcegear.com/viewtopic.php?t=1534

If I recall, you said you could connect to with the Web Client, correct?
Linda Bauer
SourceGear
Technical Support Manager

stevebacher
Posts: 9
Joined: Tue Jan 24, 2006 9:10 am
Location: Dayton, OH
Contact:

Post by stevebacher » Wed Jan 25, 2006 9:57 am

We don't use SSL and it is not checked. I attached client side logs to the original post but I will send them to you also.
Steve Bacher

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