Who is this article for?

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

Ideagen Quality Management SQL DB, Web Server, and site accessis needed.

Customers may encounter issues with the Ideagen Quality Management Service appearing to run but is actually stopped. 

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 it appears the Ideagen Quality Management Service is running but it has actually stopped. The Ideagen Quality Management error logs will have an entry like, "Could not find part of path “C:\Windows\System32\qt4svc.log”".

Exception message: The process cannot access the file 'C:\Windows\system32\qt4svc.log' because it is being used by another process.

2. Resolution 

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

In the SY_Configuration table in the SQL database, there is a setting named “service.enableLogging”. When this setting is on, debugging information from the Ideagen Quality Management Service is attempted to be logged to a file located at "Windows System Directory\qt4svc.log". In most cases, this will be "C:\Windows\System32\qt4svc.log". It is hard-coded to that path and this path is usually not found.

1. Disable the option in either System Settings or in the SQL database.
2. Restart the Ideagen Quality Management Service.

3. Further Reading

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

1. Aha! Defect - 1922, fixed so this should only occur for customers on a version older than 2020.