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Issues installing AP Essentials (formerly ReadSoft Online) Connect

Article # 3011061 - Page views: 878

Issue

AP Essentials (formerly ReadSoft Online) Connect stops in the middle of the installation. Usually with the message "Please wait while AP Essentials (formerly ReadSoft Online) Connect downloads".

 

Cause

This may happen for various reasons, most common issues are firewall or proxy settings.

 

Solution

Steps to follow to troubleshoot Firewall restrictions

Make sure it's possible to access one of the corresponding URL's:

Make sure to click the links using the same computer where AP Essentials (formerly ReadSoft Online) Connect is installed. 

  • Depending on the browser and settings a list will be presented in the browser or downloaded as a text file. Make sure it's possible to download the files that are listed (in the browser or in the text file). To do this, replace “Deployment.manifest” in the URL with one of the file names in the list you get when you click on one of the links above.

clipboard_eabdb8a5f5357d3d82d67941ed4764867.png

  • Log in to AP Essentials (formerly ReadSoft Online) using the same computer that runs AP Essentials (formerly ReadSoft Online) Connect to ensure successful connection to AP Essentials (formerly ReadSoft Online).
  • If it's possible to download the files, use the same login account to run the AP Essentials (formerly ReadSoft Online) Connect service.
Make sure the following URL's are open for traffic

NOTE that the IPs are not fixed and might change on Microsoft Azure.

For the EU server

services.readsoftonline.com
    40.127.209.191

webeyeprod.blob.core.windows.net
    52.239.136.106

For the AU server

services-au.readsoftonline.com
    20.53.77.236

webeyeprodasia.blob.core.windows.net: 
    52.239.129.4

For the US server

services-us.readsoftonline.com
    40.74.217.192

webeyeprodna.blob.core.windows.net 
    52.239.159.196

 

Steps to follow to troubleshoot Proxy issues
  • If using a proxy connection, make sure the settings are applied to the same user/account that runs AP Essentials (formerly ReadSoft Online) Connect. By default, this is local System account. To test this, access AP Essentials (formerly ReadSoft Online) and the update location as described above, then change AP Essentials (formerly ReadSoft Online) Connect user to the same Windows user it was tested with.
  • AP Essentials (formerly ReadSoft Online) Connect requires internet access for downloading and uploading documents and also for checking and downloading updates.
    To use this with a proxy please read this, in our help pages: https://docs.readsoftonline.com/help/eng/partner/integration/t_using_readsoft_online_connect_with_a_proxy_server.html
  • Invalid or unavailable certificates will cause issues. Below is an example screen shot of an invalid certificate.         

image2017-12-11_17-1-29.png

 

Level of Complexity 

High

 

Applies to  

Product Version Build Environment Hardware
AP Essentials (formerly ReadSoft Online) Current      

 

References

How to collect logs for Online Connect
https://knowledge.kofax.com/ReadSoft...Online_Connect

 

 

Article # 3011061
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