- First check the following:
- SELECTserver needs to be Started
- Pointer file is correct and in the right folder
- Server license file is valid and in the right folder - If the problem persists, it is best to elevate the ticket to the QTSGSSTECH queue (SELECTserver Technical) with all the necessary information (see Internal SELECTserver escalations template below)
NOTE:
- When elevating, explain what troubleshooting steps have been attempted so far
- Clearly indicate if the user will accept calls in English, or if the ticket needs to be elevated back for translation (if so, specify the language)
- Get the user to send a copy of his license.lic file - Give the Service Ticket number to the user
- For all languages other than English, translate and elevate ticket to QTSSSTECH
Internal SELECTserver escalation template
Before escalating a SELECTserver or Gateway issue to the QTSGSSTECH team, collect the following information. You may use the questions as a Template to email to user.
1. What is happening? What error messages do you see? Please provide a Screen Shot of the errors.
2. What version of SELECTserver are you using or are you Hosted by Bentley?
3. Does the SELECTserver Administration page open for you?
4. When did the problem start happening?
5. Is the user production down?
6. Is there any log logs from the user? If this is a SELECTserver issue, please provide all the SS logs from C:\Program Files\Bentley\SELECTserver\Logs. If this is a Gateway issue, please provide gateway log (C:\Program Files\Bentley\SELECTserver\Logs\SS-Bentley.SelectServer.Gateway.exe.log)
7. Make note of the Troubleshooting Steps you have already taken.
8. Check which Activation Key the user is using and let the QTSGSSTECH know which key they use.
9. Is there anything that would prohibit certain troubleshooting steps (such as Remote Sessions) or solutions?
10. Is the user an admin and do they have access to the Server and SQL server?
Note: If the SELECTserver is working, and user can open SELECT Server Admin Site and doesn't see any error messages, check from the License Management Tool that the software is using correct Server and Activation Key, and request for the licdebug log. This feature can be turned on from License Management Tool - Tools - Options - Error Logging.