Introduction
This page is here to help diagnose common issues when starting up and logging in to ActivityExchange on the Windows platform.
Application starts up correctly but displays "Error Connecting"
This is a common issue when the application is unable to connect to the server. If you are sure that you have internet connectivity then you will need to enable additional logging to gather more information.
How To: Enable Additional Logging
Once you have your log files you can:
- send them to AE support for further analysis
- refer to the following section on self-diagnosis
Self-Diagnosis
If you have done the log file step above and are feeling confident you can open the log files and look for clues.
Roaming profile issue
If the log files contain the message "It might be a roaming profile issue, set a custom working directory and/or contact support." then this is usually because your I.T. department is using roaming/cloud based profiles which are incompatible with AE. You can rectify this by How To: Set Custom Working Directory
Connection could not be established
If you see "Error: The SSL connection could not be established." then this is typically an internet issue on your end. You could try and hotspot/tether mobile internet to your device to test if you can access the platform without corporate firewalls/policies and VPN restrictions blocking you. We have found this to be very successful and readily isolates the issue so that it can be escalated to your I.T. department.
Grant has expired
If you have previously been using the application successfully but now can't log in and see a message like "Error: The provided grant has expired. Please re-authenticate and try again." then this is because your security token has expired.
You will need to log out and log back in to refresh your token.
If you can't log out, close the application and delete your temp directory, e.g. "C:\Users\%USERNAME%\Documents\AE".