Who is this article for?

All On-Premise Ideagen Quality Management Admins and IT staff with appropriate permissions.

Ideagen Quality Management site, SQL Server, and Web Server access are needed.

On-Premise customers may experience issues with documents and scheduled tasks after an upgrade. 

To make troubleshooting this issue easier to learn, this article is split into three sections so that you can either walk through the steps in sequence or you can jump to the section relevant to what you are finding:

1. Issue Experienced
2. Resolution
3. Further Reading

1. Issue Experienced

This section will explain what occurs when the customer is experiencing the issue.

The customer will have noticed the scheduled tasks are not running as expected and documents are not expiring as expected. The normal troubleshooting step of restarting the service was done but had no effect. 

2. Resolution 

This section will provide the resolution for the Ideagen Quality Management Service restarting. 

1. Open Services and highlight the Ideagen Quality Management Service. Right-click on Properties and in the General tab make sure the Startup Type is set to Automatic. In the Logon tab, make sure the proper account is selected. This will either be the default Local System Account, or the This Account option set by IT. In the Recovery tab, set all three failure dropdowns to Restart the Service.
2. Check the Windows Event Viewer Logs to see if the service has been stopping and restarting and regular intervals. 
3. Check the SQL Database and confirm with the customer that the SY_Actions and SY_Configuration tables have all the correct paths.
4. After confirming that the paths are correct in these tables, go back to Services and double-check the Path to executable location. 
5. For the customer that experienced this issue, we determined the path was set to the C drive and not to the D drive as it should have been.   

3. Further Reading

This section will provide important links to further troubleshooting and resources.