Troubleshooting SmartUi Remote Verification Station

While connecting to the server with SmartUi Remote Verification Station, user may face some issues. Below is a list of common errors you may encounter and steps you can do to rectify it.

Common Errors Encountered

• Error: This user does not exist on Server
• Error: Cannot connect to 'https://url...' (error code: (HTTP 401,18,0))
• Error: Cannot connect to 'https://url...' (error code: 12007). (15) Unknown error
• Error: Cannot connect to 'https://url...'(error code: 12002). (15) Unknown error
• Error: Cannot connect to 'https://url...'(error code: 12175). (15) Unknown error
• Error: You have no permissions for selected project

Error: This user does not exist on Server

Symptoms
Possible Cause	Incorrect Tenant Name
Resolution	Please check to ensure the tenant name entered below is correct To find the tenant name refer to the new tenant registration email you have received

Error: Cannot connect to 'https://url...' (error code: (HTTP 401,18,0))

Symptoms
Possible Cause	Incorrect user credentials
Resolution	Go to "Connection Settings" Ensure you have selected the option "Define authentication parameters" and enter the correct username and password Verify your username and password by logging into Web Verification station (Pending URL article on how to login) If this is the first time logging in, your username and password is located in the new tenant registration email Press the "Test Connection" to test the connection, and click OK to save the details

Error: Cannot connect to 'https://url...' (error code: 12007). (15) Unknown error

Symptoms
Possible Cause	Incorrect URL entered
Resolution	Please check to ensure that the URL entered is correct (i.e. https://capture.smartgroup.com.au)  This URL can also be found on the new tenant registration email

Error: Cannot connect to 'https://url...'(error code: 12002). (15) Unknown error

Symptoms
Possible Cause	Connectivity Issue causing a Timeout. This could be due to firewall or port issues.
Resolution	Please check with your IT team to ensure the following ports are open:- 443 (default HTTPS) 8080 (defaupt HTTP) Alternatively if there are proxy setup please ensure the proxy setting are updated in the "Connection Settings"   Enable the "Use Proxy and update the Proxy details accordingly.

Error: Cannot connect to 'https://url...'(error code: 12175). (15) Unknown error

Symptoms
Possible Cause	TLS 1.2 may not be enabled
Resolution	SmartUI Remote Verification requires TLS 1.2 to be enabled.  Please get your IT team to ensure that TLS 1.2 is enabled on the machine Instructions in enabling TLS 1.2 can be found in the below article. https://docs.microsoft.com/en-us/windows-server/identity/ad-fs/operations/manage-ssl-protocols-in-ad-fs

Error: You have no permissions for selected project

Symptoms
Possible Cause	Need to re-authenticate the stored history connection
Resolution	Launch SmartUi Verification Station Instead of selecting project to open, click on "Browse from Server" Validate URL and Tenant Name is correct, and click on "Connection Settings" Ensure your username and passwords are correct, and click on "Test Connection" You should get a below message indicating the credential is alright, and click OK Click OK again  then to open the project and you can then proceed to select the project to open.