Troubleshooting and FAQ
Select the appropriate link to view a PDF version of the 9.11 Prerequisites, the Installation Guide, or the Upgrade Guide .
Why are some vFire Core files left on the server when I uninstall vFire Core?
If any vFire Core files are left open or are being used, those files will not be uninstalled because of Microsoft Explorer’s restrictions. Before you uninstall vFire Core, ensure that no vFire Core files are being used or open. Files are found in the default directory C:\Program Files\Alemba\vFire or another directory you have specified.
I am getting error messages when I run Chat.
One of the most common reasons for error messages and Chat working incorrectly is incorrect configuration of your virtual directory. Ensure that your system is pointing to the correct virtual directory and, if you have several systems, that they are each pointing to their own.
My Chat analysts are not showing as online.
Ensure that your system is pointing to the correct virtual directory.
Should vFire be added to the antivirus exclusion list?
Yes, exclude the vFire Core virtual directory and install location from antivirus scans and real-time monitoring.
I have received an error with the prefix "Error Running PowerShell Script" or the "Alemba.zip package".
Errors referencing PowerShell or the Alemba.zip package relate to PowerShell 5, required for using the Alemba API; and the Alemba API package itself. The Alemba API package is not required to run vFire 9.7, and you can run the scripts again in your server console. See Running Custom PowerShell Scripts for more details.
My system is crashing on upgrade (Windows Server 2008).
When you upgrade from 9.2.1 or below, the upgrade process should automatically change vFire Core system app pool settings to use .NET 4.5.2 (.NET CLR version v4.0) as well as changing the Managed Pipeline Mode to Integrated. When you upgrade from 9.2.3 or below, the upgrade process should automatically change the vFire Core system app pool setting Enable 32-Bit Applications to False.
The following settings are correct:
If these settings are incorrect, you need to manually change the Application Pool settings in Internet Information Services (IIS) as follows:
- .NET CLR Version to v4.0
- Enable 32-Bit Applications to False
- Managed Pipeline Mode to Integrated
I am having problems with my GA release, having upgraded from the Beta.
You cannot upgrade from Beta to GA using the maintenance package. You must carry out a full upgrade.
Files are no longer attaching to emails, or I am receiving errors regarding the size of file attachments that I did not receive before.
The maximum size of an attachment is set in several places. If it is less than 2gb, it can be set in the System Settings window in Admin. If it is larger than that, it must be set in the web.config and the IIS. When you upgrade, some of those settings can be overwritten and need to be set again.
I am receiving IIS Errors.
If the Virtual Directory was not correctly created for a System, it will not appear in the vFire Core Server Console or the server registry and therefore the upgrade process cannot change the app pool settings automatically. This will cause the system to crash. The following settings are incorrect: 
I cannot see other Members of Chat.
See the solution for "I am receiving IIS Errors".
I cannot find the "Forgotten Password" settings.
The default "Forgotten Password" setting on the vFire Self Service login window in 9.7 is that "Click here for reminder" is displayed. Upgrading your system to 9.7 will reset this setting to this default.
The Forgot Password settings were maintained in the Self Service Settings window prior to this release. These are now managed in Designer by configuring the "Click here for Password Reminder" label in the Portal Screens Login screen. 
If you choose to hide the link, ensure that you reword the preceding text "Forgotten your password" so that it still makes sense to the user.
I am having problems with Text Searches.
Searches that rely on the vFire Indexing Service, such as text searches and Matching Panel, may not return expected results after upgrading.
Symptoms include:
- Text searching in Search screens does not return records created since upgrade.
- Matching Panel does not return call or KB results when filtering by call description text. However, when filtering by fields only, results are returned.
- The IN_CL_DOCUMENTS table is empty in the vFire database after upgrade.
- No results are returned in Call Search when performing a text search using the Logical option.
This occurs under the following conditions:
- The vFire Indexing Service is set to 'Manual' startup and/or was not running at time of upgrade
- The vFire Indexing Service was manually started after upgrade
- The vFire Core system is installed at the file location: <InstallDrive>:\Program Flies\Alemba
This is a known issue in vFire Core 9.3 and above, whereby the vFire Indexing Service does not start properly after upgrading.
To resolve the issue, restart the vFire Indexing Service on the application server where vFire Core is installed.
For further information, refer to knowledge article 1182 in the Alemba Support Self Service Portal.
The upgrade has caused Wrapper/Controls Errors.
The maintenance package will always replace the wrapper/controls with the latest version. If your end users cannot download the wrapper and controls to their local system(s), they will receive errors when using the wrapper/controls.
You should deploy them by using the MSIs in the vFireCoreControlsXXX.zip or vFireCoreControlsXXXx64.zip for the 64-bit version.
My application pool settings appear differently to the ones displayed in the Installation/Upgrade documentation.
During install or upgrade of the API, the installer will create a Web Application and corresponding Application Pool for the Alemba.Web and Alemba.API web services.
If the a Web Application is already configured for the installation directory, the installer will use that Web Application and the corresponding Application Pool.
The installer will override settings for .Net CLR Version, Enabled 32-Bit Applications, Managed Pipeline Mode, Start Mode and Idle Timeout. These settings will be applied to whichever application pool is linked to the Alemba.API and Alemba.Web Web Applications.
These Web Applications should be configured with dedicated Application Pools, per the default configuration.
Resource Manager is not running as expected.
After upgrading to 9.10, you should run the DatabaseChecker.exe file as described in Running the vFire Patch Tool. This will test your database to ensure that Resource Manager runs successfully.