Service Startup Troubleshooting

When the adTempus service fails to start, the cause of the failure is not immediately apparent, because you only receive a generic error message from the Windows service controller, such as one of the following:

The adTempus service could not be started. The service did not report an error.
Could not start the adTempus service on Local Computer. The service did not return an error. This could be an internal Windows error or an internal service error.
The adTempus service on Local Computer started and then stopped. Some services stop automatically if they have no work to do.

Repairing or reinstalling the adTempus software is almost never useful for resolving startup problems, and is more likely to cause additional problems. If the troubleshooting steps below do not help you resolve the problem, contact technical support for assistance before repairing or reinstalling.

Check the Event Log

First check the Application log in the Windows Event Viewer. adTempus usually logs an error message here indicating why the service could not be started. The message may give the reason for the failure (e.g., a database or license problem) or it may refer you to a diagnostic log file for more information.

Check the Diagnostic Log

If adTempus does not report an error in the Event Log, or if the Event Log message refers you to a diagnostic log, examine the most recent service log file. See Diagnostic Log Files for the location of the log files.

Though the information in the log files is generally technical and intended for use by technical support, you may be able to determine the problem from the log.

Common Causes

Most startup failures are caused by problems connecting to the database. Review the database connection settings to make sure that the server and database names and the login information are correct. See also:

Service dependencies, if the service reports that a dependency service failed or does not exist.
Renaming the computer, if the name of the computer was recently changed.
Security certificates, if the Event Log reports that the certificate was not found or has expired.
Port sharing, if the error mentions the NetTcpPortSharing service.

For other errors, check the Knowledge Base for a resolution.

Contacting Support

If you are unable to determine the cause of the problem from the Event Log and diagnostic logs, contact technical support. Include the exact wording of any error messages in the Event Log and a ZIP archive containing all of the service log files.

Keywords

ADT000039, ADT005015