Troubleshooting

First steps

In case you encounter issues with the use of c4b, please check the following:

1. Check the connectivity of your environment

• go to the ENVIRONMENT tab of your c4b interface
• click on the environment that you are working on and that is giving you some troubles
• click on the button TEST and check the result, if it says:
  • SUCCESS: the connectivity with your STEP environnement works fine. You may have issues with your Excel files, and you can check the error handling section
  • FAIL: the connectivity with your STEP environment does not work. Please continue checking the next steps

2. Check the status of the IIEP

• go to your STEP workbench and check the status following IIEP with ID: CompanionIIEP
• if it is disabled, restart it. It might solve your issue (check step 1 again)
• if it is enabled then it means that the communication should be fine. Please continue checking the other steps.

3. VPN
   Check if you have a VPN that could block the connection. If it is the case, try to disable it and go back to the step 1 again.

In case all of the above does not help, use the DIAGTOOL explained in the following section.

Diag-tool

The DIAGTOOL helps to get a diagnostic of your machine. It generates a file with useful information on the prerequisite to make c4b works:

1. go to the DIAGTOOL tab of c4b interface
2. click on LAUNCH DIAGNOSTIC and select a folder where you want to save the file
3. after the file is generated, send it to us

File not packaged

Why I cannot add an Excel file to a perimeter?

If you have created a new Excel file but you cannot add it to your perimeter check the following:

1. the file is stored in the correct folder
2. the file respects the extension: name.companion.xlsx

Support

In case you need help you may contact us at support