Troubleshooting

This chapter describes how to troubleshoot installations of Beebox- AEM Connector. During installation, you may encounter a few issues based on the configuration of your Beebox Server.

Connection issues

Ports and Firewalls

Please ensure your AEM instance is able to access your Beebox server. You will need to have proper outbound rules configured on your AEM server, and proper inbound rules configured for Beebox Server.

Proxy Troubleshooting

The following points help in troubleshooting the proxy related issues:

1. The browser or client is misconfigured : A misconfigured browser is a common error that proxy server administrators face. In many environments, users can modify their browser settings without restriction, which often leads to users changing important proxy server settings. To ensure appropriate proxy server configuration for every user's browser, you can use system policies to prevent users from altering settings.
2. The URL or Web site is down : When users enter an incorrect URL, each browser responds differently. Proxy servers also return this message in a file.You can customize this file to help in troubleshooting.
3. Connectivity or network problems : Network problems are common problems that every proxy server administrator faces. If the remote site is down or inaccessible, it's often up to the administrator to break the bad news to end users.A simple ping to the proxy server can help troubleshoot this problem.

4. Proxy Server Problems : One common problem during setup is the presence of multiple default gateways. This problem generates a 10060 error (Connection Timed Out) to any request sent to the Web Proxy service. Though this error is often associated with slow external links to the Internet, if it occurs right after setup, more than one default gateway is probably present.

Connection Troubleshooting

Connection problems can be checked by pinging to the server's Ip and ports.

Using Telnet:

You can use telnet to chcek the Ip and port connectivity. Open the command prompt and use the following command "telnet stargate.terrassl.net 25". Here stargate.terrassl.net is the IP address and 25is the port which u want to connect to. If the connection is success, the telnet window to corresponding address opens

PING :

To check if you can access the connection,you can ping the server:

TRACERT :

A tracert is similar to ping, but will show the details the connection takes to the server. This is a useful debugging tool for generic server access problems.

Translation Troubleshooting

The following are some of the reasons where translation does not work:

1. The AEM site language and the Beebox configured language should be same. If these two are different, then the page will not be translated.
2. The source language and target language should not be same. If the source and target languages are same, then translation does not work.
3. The page can be translated to only those languages which are configured in Beebox server.

For proper configuration, please refer Configuring the plugin.

Exception occured

When sending an item, it is possible that you get the error message "Exception occured. Please wait. System is processing another Job. You may need to Sign-out and Sign-in again".

This error message pops when the system catch an unrecognized error, that are usually visible in the Beebox logs, accessible using the AEM Web Console Log Files.

Here are the known issues:

• Trying to send a item for translation that contains prohibited characters such as plus sign ( + ) in its name.

The Beebox Translation Console is white

If the Beebox Translation Console is white, it is usually because an error occurred in the back-end.

Please check that all the elements of the components list use a valid format : /path/to/the/components=property1,property2

Wordbee Support

If you decide to take support from Wordbee, it is advised to keep the Beebox, IIS logs as well as any screenshot that may help Wordbee to solve the issue.

The Wordbee support can be reached at support@wordbee.com.