Troubleshooting

Can’t sign in through Identyx

Symptoms: after the redirect to Identyx, you see Authorization failed or Authorization service error, or the sign-in page does not open.

Possible causes:

• Identyx is unavailable or returning an error
• The Identyx session has expired
• The user account is blocked or missing the needed ACLs
• An old browser session is preventing the ACL refresh

Fix:

1. Open Settings → Authorization and use Open Identyx
2. Sign in to Identyx again and refresh INFRAX
3. If permissions changed, sign out and sign in again so the current session loads the updated ACL list
4. If the error persists, ask an administrator to check Identyx availability and the account status

The session keeps ending

Symptoms: INFRAX keeps asking you to sign in again or stops opening protected sections.

Possible causes:

• The Identyx session is expiring
• The browser blocks cookies
• Multiple tabs are using the same session

Fix:

1. Sign in to Identyx again
2. Check that the browser allows cookies for the INFRAX/Identyx domain
3. Close the extra tabs and retry from one browser tab

The connection method dialog does not appear

Symptoms: the Choose connection method dialog never opens.

Possible causes:

• The selected protocol only supports one connection mode
• An administrator disabled native connections
• The Infrax plugin is not installed for native connections

Fix:

1. VNC and Console always open through the web interface
2. Winbox always uses the native client
3. RDP and SSH can use either mode unless native connections were disabled by policy
4. If you need the native mode, install the Infrax plugin and try again

Console does not start

Symptoms: the Console button is visible, but the session does not open or closes immediately.

Possible causes:

• INFRAXAgent is not running on the target Windows node
• Port 4152 is blocked on the node or between the node and the INFRAX server
• The agent is too old to accept the one-time VNC session key

Fix:

1. Check that the INFRAXAgent service is running
2. Make sure port 4152 is open in the firewall
3. Check network reachability from the INFRAX server to the node
4. If the issue repeats, review the agent logs and update the agent to the current version

RDP or SSH opens in the wrong mode

Symptoms: the connection opens in the wrong client, the selection is not remembered, or the automatic login does not happen.

Possible causes:

• The preferred mode was not saved in the connection dialog
• Use all monitors is not enabled for RDP
• Auto sudo for SSH is not enabled for Linux connections

Fix:

1. In Choose connection method, pick either Through the web interface or Through the native client
2. Save the selection if you want INFRAX to reuse it next time
3. For RDP in the native client, enable Use all monitors
4. For Linux nodes, check Auto sudo for SSH in user preferences

Node metrics are missing

Symptoms: charts are empty or the data does not refresh.

Possible causes:

• The agent is not installed or not running
• The node is not reachable from the INFRAX server
• SNMP is not configured for network equipment, or the template is missing
• The Application monitoring view mode is hidden because debug mode is off

Fix:

1. Check the node’s Monitoring tab and the agent status
2. If it is a network device, open the SNMP tab and verify the template
3. Make sure the INFRAX server can reach the node over the network
4. If Application monitoring is missing, turn on debug mode and reopen the view mode

Incidents are not created automatically

Symptoms: thresholds are exceeded, but incidents or tickets do not appear.

Possible causes:

• Monitoring triggers or templates are not configured
• The trigger conditions are not met
• A background monitoring job is not running on time

Fix:

1. Check the node or folder monitoring settings
2. Verify the thresholds and collection schedule
3. Open Task history and look for failed background jobs

Ticket notifications do not arrive

Symptoms: Email or Telegram notifications never reach the user.

Possible causes:

• The channel is not connected in My preferences → Notifications
• No email address is set in the Identyx profile
• The Telegram account is not linked to the system
• The notification type is disabled

Fix:

1. Open My preferences → Notifications
2. Check the Email and Telegram channel states
3. If the email address is empty, set it in Identyx
4. Send a test notification if needed

The AI assistant does not answer

Symptoms: the ticket chat does not show an AI response or a recommendation.

Possible causes:

• INFRAX Cloud is unavailable
• The cloud API token is missing or invalid
• The assistant is disabled in user preferences

Fix:

1. Open Settings → INFRAX Cloud
2. Make sure the cloud token is configured correctly
3. Check network access to the cloud service
4. If the response still does not appear, try rephrasing the request and include the ticket context

Service messages are hidden in the ticket chat

Symptoms: status changes, assignee changes, and other system events are not visible in the conversation.

Possible causes:

• Show service messages is disabled in user preferences
• You are looking at the user messages only, not the full event stream

Fix:

1. Open My preferences → Helpdesk
2. Enable Show service messages
3. Refresh the ticket and check the chat again

The interface feels slow

Symptoms: pages load slowly, tables appear with delay, or the browser becomes sluggish.

Possible causes:

• The list contains too much data
• You have a heavy page open with many tables and charts
• The browser or its extensions are slowing the UI down

Fix:

1. Use filters and search to narrow the dataset
2. Open only the section you need instead of several heavy pages at once
3. If only web connections feel slow, try the native client for RDP or SSH

Background jobs or services are failing

Symptoms: operations hang, tasks fail, or changes do not reach the UI.

Possible causes:

• A background task failed
• The agent, mail connector, or another service has an issue
• An external dependency such as Identyx, SMTP, or Telegram is unavailable

Fix:

1. Open Task history and find tasks with the Failed status
2. Check debug.log and error.log
3. If the issue is tied to one service, check that service’s own log
4. If needed, use Export data for technical support in Settings

System logs

For troubleshooting, the most useful files are:

• Application logs: /var/log/infrax/ or ./data/infrax/logs/
• Main files: debug.log, error.log, and mounts.log
• Service logs: separate files for cron, mail, Telegram, and other background processes

Check service status

If the problem looks systemic, check the services in your deployment model:

# Check the INFRAX service
systemctl status infrax

# Check PostgreSQL
systemctl status postgresql

# Check the web server
systemctl status nginx

Export for support

If you need to hand data over to support, use Export data for technical support in Settings. The export helps collect the relevant logs and system information without searching for files manually.