Who is this article for?

Users encountering issues after moving to a different server.

Web Server,SQL Server, andSite access are needed.

Customers may encounter issues after recent server move and upgrade of Ideagen Quality Management. 

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
2. Solution

1. Issue

The customer will have noticed they are having issues with different modules in Ideagen Quality Management after a server move and upgrade.

The most common issues will be with Documents. Often there are not any entries in the Ideagen Quality Management error logs as usually the website does not produce an error when attempting a relevant task. 

2. Solution 

Below is a troubleshooting checklist for when errors like this occur. 

1. IIS - Check the Application Pool to see if listed as Ideagen Quality Management and not Default. 
2. IIS - Check the Ideagen Quality Management Application Pool and see if it is set to run as Network Service or ApplicationPoolIdentity. Which should it be? 
3. System Settings - Are the document paths correct? 
4. System Settings - Has the URL been updated if needed. 
5. SQL Database - Does the SY_Configurations path to the Ideagen Quality Management service match the actual web server path? 
6. Web Server - Is the Ideagen Quality Management service running?
7. Web Server Ideagen Quality Management Folder - IIS APPPOOL/Ideagen Quality Management, does it have full control? Check the subfolders as well. 
8. Web Server - Document Folders - Are Incoming, Published, Retired and Temporary all there? 
9. Web Server - C:\Windows\Microsoft.NET\Framework64\v4.0.30319\Temporary ASP.NET Files - Clear out the Temporary file.
10. Restart the Ideagen Quality Management site in IIS, the Ideagen Quality Management service, and if possible restart the web server itself.