Appendix A: Tracking Server Troubleshooting Guide

If you are experiencing any of the common problems listed below, follow the appropriate steps to try and resolve the problem.

I am Subscribed to a Tracking Service, but I Don't See Any Features in My Client Application

1. Make sure you are subscribed to a tracking service.
2. Make sure your map is zoomed to the appropriate extent to see incoming features. If the application can zoom to the extent of the tracking service or tracking layer, then try this. Sometimes, differing coordinate systems between the basemap and the tracking data can also cause problems. For example, the Tracking Viewer only supports basemaps using geographic coordinates systems. If a custom basemap with a projected coordinate system is used, tracking data will appear in the wrong location.
3. Make sure that the system clock or time zone settings of the machine that the client application is running on are not causing problems. For example, if the client machine has the time set incorrectly in the past, incoming data can be interpreted to exist in the future, and may not be displayed.
4. Make sure there are no time windows or other rendering options enabled in the client application that would cause the tracking features to not be drawn.
5. Make sure there are no client-side service actions or layer actions filtering out incoming data from Tracking Server. For example, it is possible that a filter service action in ArcGIS Desktop could filter out all the incoming data for a tracking service if all the incoming data meets the filter criteria.
6. Make sure that Tracking Server is receiving incoming data messages for this tracking service. It is possible that everything is configured properly, and there is just no data flowing into Tracking Server for the message definition that the tracking service is using. Many real-time tracking services routinely experience periods of time when there is no data flowing.

I Can't Establish a Connection Between the Tracking Server Connector Data Link and the Gateway

If you are having problems establishing a connection between the Tracking Server Connector data link and the Gateway, follow these steps to establish a new connection. It is important to follow these steps in the exact order in which they are listed to get the best results.

1. Double-click Tracking Server Connector on the Data Links tab in Tracking Server Manager to open the TMS Connector Configuration dialog box. Delete any existing connections that are listed.
2. Stop Tracking Server.
3. Restart the Tracking Gateway service. The Tracking Server Controller can be used to do this. If you find that the Gateway service was not started, then this is probably what caused the initial problem. However, it is still important to follow all of these steps to successfully re-establish a connection.
4. Wait 10 seconds, and then check to ensure that the Gateway service is started.
5. Start Tracking Server.
6. Go to the Data Links tab and make sure the Tracking Server Connector is turned on. If not, check the check box to turn it on.
7. Double-click Tracking Server Connector to open the TMS Connector Configuration dialog box.
8. If a connection is listed with a Connection Status of "Connected," then you have successfully established the connnection. If not, click on the plus sign to add a new connection and follow the remaining steps below.
9. Make sure that the correct port number is used for the connection. The default port number is 5505, but many custom configurations use a different port number. Double-click on the port number to edit it.
10. Click Apply, and then wait for the Connection Status to change to "Connected" when a connection has been established.
11. Click OK to close the dialog box after the Connection Status is "Connected". If the Connection Status did not change to "Connected", repeat these steps again.

I Can't Connect to Tracking Server from Tracking Viewer or Tracking Server Web Monitor

1. Make sure you are using the appropriate server name for the machine where Tracking Server is running.
2. Make sure you are using the appropriate port number to connect to Tracking Server. The default port number is 5506, but many custom configurations use a different port number.
3. If Tracking Server is configured to use authentication, make sure that you are using the correct user name and password.
4. Make sure that the Flex Policy Server is running on the machine that Tracking Server is running on.
5. Make sure that Tracking Server is running.
6. Make sure that the Tracking Server Connector data link is running. Open the Data Links tab in the Tracking Server Manager and make sure that the Tracking Server Connector check box is checked.
7. Make sure that the Tracking Server Connector data link has an established connection with the Gateway. Double-click Tracking Server Connector on the Data Links tab, and make sure that a connection is listed in the list box, and the Connection Status is "Connected". If the Connection Status is anything other than "Connected", follow the steps above to establish a new connection.
8. Make sure that the Tracking Server Connector data link has at least one tracking service available for distribution. If no tracking services are available, it can prevent connections to Tracking Server. Double-click Tracking Server Connector on the Data Links tab to open the TMS Connecor Configuration dialog box. Click on the Tracking Services tab and make sure that the check boxes next to the appropriate tracking services are checked. Click Apply and then OK to save the changes.

I Can't Connect to Tracking Server from a custom client application

1. Make sure that you are using the appropriate server name for the machine where Tracking Server is running.
2. Make sure you are using the appropriate port number to connect to Tracking Server. The default port number is 5506, but many custom configurations use a different port number.
3. If Tracking Server is configured to use authentication, make sure that you are using the correct user name and password.
4. If your application is a Flex application, make sure that the Flex Policy Server is running on the machine that Tracking Server is running on. If your application is a Silverlight application, make sure that the Silverlight Policy Server is running on the machine that Tracking Server is running on.
5. Make sure that Tracking Server is running.
6. Make sure that the Tracking Server Connector data link is running. Open the Data Links tab in the Tracking Server Manager and make sure that the Tracking Server Connector check box is checked.
7. Make sure that the Tracking Server Connector data link has an established connection with the Gateway. Double-click Tracking Server Connector on the Data Links tab, and make sure that a connection is listed in the list box, and the Connection Status is "Connected". If the Connection Status is anything other than "Connected", follow the steps above to establish a new connection.
8. Make sure that the Tracking Server Connector data link has at least one tracking service available for distribution. If no tracking services are available, it can prevent connections to Tracking Server. Double-click Tracking Server Connector on the Data Links tab to open the TMS Connecor Configuration dialog box. Click on the Tracking Services tab and make sure that the check boxes next to the appropriate tracking services are checked. Click Apply and then OK to save the changes.

I am Connected to Tracking Server, but I Don't See Some of My Tracking Services Listed

1. Make sure that the Tracking Server Connector data link has the appropriate tracking services available for distribution. In Tracking Server Manager, double-click Tracking Server Connector on the Data Links tab to open the TMS Connecor Configuration dialog box. Click on the Tracking Services tab and check the check boxes next to the tracking services that you want enabled for distribution. Click Apply and then OK to save the changes.
2. Disconnect from Tracking Server.
3. Connect to Tracking Server. The tracking services you checked should now be listed.

Tracking Viewer or Tracking Server Web Monitor is not appearing in My Web Browser

1. Make sure you are typing the correct URL into the web browser. To access Tracking Viewer deployed to a Web server, the following URL should be used:http://<host_name>/TrackingServer/Viewer/index.html. For Tracking Server Web Monitor deployed to a Web server, the following URL should be used: http://<host_name>/TrackingServer/WebMonitor/index.html. If either of these applications is not deployed to a Web server, then the complete path to the location of the index.html file must be entered in the web browser. Alternatively, you can browse to the index.html file and simply open it.
2. Make sure that you have a supported version of the Adobe Flash Player installed in your web browser. If you are using the correct URL for the application, and your web browser doesn't have a supported Flash Player installed, you should be provided with a link to download one.