High availability troubleshooting guide

This document lists common error messages you may encounter when configuring high availability, along with their corresponding solutions. Click any error message to navigate to its solution.

Below is the list of errors you may face when configuring high availability in SharePoint Manager Plus:

1. Build number differs from the primary server.
2. Protocol/port mismatch found. Ensure all servers in the high availability configuration use the same port and protocol.
3. Communication issue. Ensure port 7800 is not blocked by the firewall on both the primary and secondary servers. If the issue persists, click here to troubleshoot.
4. A server is unreachable.
5. This server is already part of a cluster. Remove the existing configuration before adding it, or use a different server.
6. The servers configured are not in the same subnet, so the virtual IP cannot be updated.
7. Authentication failed. Please enter valid super admin credentials.
8. Failed to add this server. Ensure that the external database configured on the primary server is accessible from this server.

1. Build number differs from the primary server.

Possible reason

This error occurs when the build number of the secondary server instance and the primary server do not match.

Solution

Make sure you update all SharePoint Manager Plus instances configured as secondary servers to match the build number of the SharePoint Manager Plus instance configured as the primary server. Refer to the service pack page to learn how to update SharePoint Manager Plus.

2. Protocol/port mismatch found. Ensure all servers in the high availability configuration use the same port and protocol.

Possible reason

This error occurs when a secondary server uses a different protocol (HTTP/HTTPS) or port than the primary server.

Solution

All secondary servers in the high availability configuration must use the same protocol and port as the primary server. For example, if HTTPS is enabled on the primary server, enable HTTPS on all secondary servers as well.

3. Communication issue. Ensure port 7800 is not blocked by the firewall on both the primary and secondary servers. If the issue persists, click here to troubleshoot.

Possible reasons

• There may be a network connectivity issue between the primary and secondary servers.
• The high availability service on the primary server runs on a port different from the product port. By default, the high availability service uses port 7800. If port 7800 is in use, port 7801 is assigned; if unavailable, port 7802 is assigned, and so on. This error occurs when the default port used by the high availability service is blocked by the firewall.

Solutions

• Ping the secondary server from the primary server to check for connectivity issues.
• Verify that port 7800 is open and available on both the primary and secondary servers. If port 7800 is unavailable, try port 7801, 7802, and subsequent ports in the sequence.
• Ensure the required port is not blocked by the firewall on either server.

4. A server is unreachable.

Possible reasons

This error may occur for the following reasons:

• The server is down.
• The server's IP address has changed.
• There is a communication error between the primary server and the affected server.

Solution

Restart the server and verify whether the issue is resolved. Also, ensure the primary server and the affected server can communicate with each other without interruption.

5. This server is already part of a cluster. Remove the existing configuration before adding it, or use a different server.

Possible reason

The secondary server being configured is already part of another high availability setup.

Solution

Ensure that the server you are trying to configure as a secondary server is not already associated with any existing high availability configuration.

6. The servers configured are not in the same subnet, so the virtual IP cannot be updated.

Possible reason

The virtual IP access mode is being used to configure servers that are not on the same subnet.

Solution

Ensure that all servers used in the high availability configuration reside within the same subnet when using Virtual IP access mode.

7. Authentication failed. Please enter valid super admin credentials.

Possible reason

The entered credentials may not belong to a super admin, or they may be invalid.

Solution

Ensure that the credentials entered are correct and belong to a valid super admin account on the server being configured.

8. Failed to add this server. Ensure that the external database configured on the primary server is accessible from this server.

Possible reason

The external database used by the primary server is not accessible from the secondary server being configured.

Solutions

• Verify that the external database hostname and port are accessible from the secondary server, are not blocked by the firewall, and that the database configuration allows connections from the secondary server.
• For Microsoft SQL, ensure that the SQL Server Native Client is installed on the secondary server and that it can establish a connection to the Microsoft SQL server. Refer to the database migration prerequisites.
• If Microsoft SQL is configured with SSL, install the SSL certificate in the secondary server's Java Keystore. Refer to the database migration prerequisites.