An unhandled error occurs within Acuit Pinpoint Server.

Problem

An unhandled error has occurred within Acuit Pinpoint Server, which has been reported by a client such as Acuit Pinpoint Workstation via an error message or by an emailed notification from Acuit Pinpoint Server to the Acuit Pinpoint administrator(s).

Steps

1. Log in to the Acuit Pinpoint Server computer (either locally or via a remote connection).
2. Open the Acuit Pinpoint Server application log file, which is normally located in the C:\ProgramData\Acuit Pinpoint\Acuit.Pinpoint.Server folder and named Log.txt. Any text editor, such as Notepad included with Windows, can be used.
3. Scroll through the file to the approximate date and time that the error occurred, looking for any entries that mention an error (they will have a severity of "ERROR" and will likely say "Unhandled error"). If the entries in the Log.txt file do not go back far enough, look in the older archived files named Log.txt.1, Log.txt.2, etc.
   For example:

   2018-09-24 12:20:08,506 [72] ERROR Acuit.Pinpoint.Server.Services.ErrorLoggerServiceBehavior {log4net:UserName=NT AUTHORITY\NETWORK SERVICE, log4net:Identity=, log4net:HostName=PINPOINT01} - Unhandled error
   System.InvalidOperationException: Invalid operation. The connection is closed.
      at System.Data.SqlClient.SqlConnection.GetOpenConnection()
      at System.Data.SqlClient.SqlConnection.BeginTransaction(IsolationLevel iso, String transactionName)
      at System.Data.SqlClient.SqlConnection.BeginDbTransaction(IsolationLevel isolationLevel)
      at Acuit.Pinpoint.Server.Business.ServiceImplementations.LineBL.GetLineStatus()
      at Acuit.Pinpoint.Server.Services.PinpointService.GetLineStatus(String lineName)
      at SyncInvokeGetLineStatus(Object , Object[] , Object[] )
      at System.ServiceModel.Dispatcher.SyncMethodInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs)
      at System.ServiceModel.Dispatcher.DispatchOperationRuntime.InvokeBegin(MessageRpc& rpc)
      at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage5(MessageRpc& rpc)
      at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage11(MessageRpc& rpc)
      at System.ServiceModel.Dispatcher.MessageRpc.Process(Boolean isOperationContextSet)
   

4. If any of the error details mention "error while initializing the line", such as the following:

   2019-04-15 07:43:28,660 [109] ERROR Acuit.Pinpoint.Server.Services.ErrorLoggerServiceBehavior {NDC=(null), log4net:UserName=NT AUTHORITY\NETWORK SERVICE, log4net:Identity=, log4net:HostName=PINPOINT01} - Unhandled error
   Acuit.Pinpoint.Server.Configuration.ConfigurationException: An error occurred while initializing the line: Execution Timeout Expired.  The timeout period elapsed prior to completion of the operation or the server is not responding. ---> System.Data.SqlClient.SqlException: Execution Timeout Expired.  The timeout period elapsed prior to completion of the operation or the server is not responding. ---> System.ComponentModel.Win32Exception: The wait operation timed out
   

   Try restarting the Acuit Pinpoint Server service to force the lines to reinitialize. Standard Windows services management facilities can be used to restart the "Acuit Pinpoint Server" service.
5. Use the error details, along with other surrounding entries in the log that might provide additional context, to determine the cause of the problem. If the cause is not obvious from the log entries, contact Acuit Development for further assistance.