Troubleshooting

This section provides information to help you solve problems you might encounter when using Kaspersky Scan Engine.

If you encounter a problem that is not mentioned in this section, turn on logging, repeat the actions that preceded the problem, and send the logs and configuration files to your TAM.

Problem: An error occurred while loading data by Kaspersky Scan Engine GUI (the dashboard or scan results page)

The cause of this problem is a failure of Kaspersky Scan Engine to connect to the kavebase database or read data from it.

To solve this problem, try the following actions:

• Check whether the PostgreSQL instance is running.
• Check whether the PostgreSQL instance is accessible from your Kaspersky Scan Engine instance.
• Check whether the kavebase database persists in the PostgreSQL instance.

  If not, create the kavebase database as described in section "Manual installation (Linux)".

• Check whether the scanengine database user persists in the PostgreSQL instance.

  If not, create the scanengine database user as described in section "Manual installation (Linux)".

Problem: Kaspersky Scan Engine GUI is not displayed in a browser

To solve this problem, try the following actions:

• Check that the Kaspersky Scan Engine instance and the klScanEngineUI service are running.
• Check that you use a supported browser.
• Check that the klScanEngineUI.xml configuration file contains the following:
  • The value specified in the ServerSettings > EnableUI field is true.
  • The ServerSettings > ConnectionString element contains one of the following IP addresses:
    • 127.0.0.1—In this case, Kaspersky Scan Engine GUI is accessible from the same computer on which Kaspersky Scan Engine is installed.
    • A network IP address—In this case, Kaspersky Scan Engine GUI is accessible over the network.

      Make sure that the firewall does not block access to the computer on which Kaspersky Scan Engine is installed.

Problem: Untrusted connection error when connecting to Kaspersky Scan Engine GUI

The SSL certificates that are generated during the installation of Kaspersky Scan Engine are self-signed, so the browser you use informs you of an untrusted connection.

To solve this problem, try the following:

• (Recommended) Use other certificates that are trusted in your infrastructure.
• If you cannot use other certificates, you can add the initially generated certificates as trusted to your browser or operating system.

Problem: An error occurred while saving settings in Kaspersky Scan Engine GUI

• Check whether the settings that you have specified are correct.
• Check the status of the kavhttpd or kavicapd service by running one of the commands:
  • /etc/init.d/kavhttpd status
  • /etc/init.d/kavicapd status