Resolve Issues and Troubleshoot QuickLinks

Use this article to troubleshoot issues with Synergize integration QuickLinks.

1. Determine if QuickLinks is running from a terminal server, the version of QuickLinks, and the Java version the client is running.

2. Verify that appropriate permissions are set for the integration to run.

3. To resolve the issue, try the articles below:

   • Resolve Synergize QuickLinks Error: Access is Denied

   • Resolve Synergize QuickLinks Error: Software doesn't appear to be installed on your PC

4. Turn console on from the Java Control Panel via the Java 32-bit icon in Control Panel and get a copy of the logs for a potential escalation to our Java Developer.

   1. Navigate through the Java Control Panel to the Advanced tab.

   2. Check the Show Console check box and apply this change in settings.

   3. Using Task Manager ensure that Synergize QuickLinks is not running and end the process if found to be running.

   4. Using Customer Service attempt to use the integration. If unsuccessful copy the Java logs generated into a text file for a potential escalation.

5. Navigate to the Z:\Projects\Synergize Integration\Quick Link\ directory and find the QLIntegrationDemo_x86 test tool for the client version of QuickLinks. Copy the test tool to the client SynergizeQL folder.

6. Establish a session to the server for the client with the Synergize EMC application and open the XML with the QuickLinks scenarios.

7. Use the QLIntegrationDemo_x86 tool to test with a scenario and verify the application can launch. If it does not launch, verify the client has access through the thin or fat client to Synergize. Using the Synergize QuickLink Admin verify what account is used to access Synergize.

8. Ensure license for the site has not been exceeded.

9. If reason for not launching cannot be determined, escalate to Dev.