Troubleshooting

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Opening and submitting forms
Inbox
Frontend server
Master server
Form designer
Email
Offline app
System

Opening and submitting forms

	Issue	Solution
1	Form cannot be openend.	This may be caused by several different problems, see below.
1.1	Error message: Form currently not available	The form has been set offline. This may be done for maintenance. You can turn the form online in the publishing menu.
1.2	Error message: Resource not found / Form not found	The does not exists anymore, either because the entire form or the form version you are trying to access has been deleted. Check whether the form and this version exists. You can find a working link to the form in the publishing menu.
1.3	Error message: Invalid request	This error is shown when the form URL is invalid or contains invalid parameters. Check the link or the address used to open the form. You can get a working link in the publishing menu. Possible reasons include: Invalid attachment. Form version inactive or does not exist. Attempting to open a protected servlet. Invalid or missing parameters passed to the form provide servlet
1.4	Error message: HTTP Status 404	The URL is wrong. To get a working URL, open the form or go to the publishing menu.
2	Form cannot be submitted.	This may be caused by several different problems, see below.
2.1	Error message: An unexpected error has occurred. Please try again later. / General error.	This error message is shown for general errors. See the issue 2.2 below.
2.2	Error message: An unexpected error has occurred while processing the submitted form data. / Submission failed	The data that have been submitted could not be processed. Usually this is caused by an action in the workflow that could not processed correctly. such as when a mail could not be sent, no mail server has been configured, a PDF could not be created. When you are using custom plugins, check whether they are throwing any uncaught errors. To resolve this issue, a detailed examination of the log and Xima® Formcycle's internal log files may be required.
2.3	Error message: This form has already been sent.	When you would like to submit the form again and create a new form record, open the original link to the form in a new browser tab or window. Do not use a link that has been generated when saving the form for later editing. Furthermore, this may occur when the submitted form session could not be found on the server, try enabling cookies.
2.4	Error message: Invalid form data	After the form has been submitted, the submitted data failed to validate, eg. when an invalid mail address has been provided. You can activate or deactivate server validation for each form field in the designer, section contraints. Usually a form cannot be submitted when the data is invalid, but from a technical point of view, it is possible to send invalid forms. Activating the server validation is recommended. In case you have overridden a a validator with Javascript, the option server validation must not be checked or the form will always fail to validate.
3	When trying to open the form, only a spinning wheel shows up.	There is an error in some custom Javascript that has been added to the form. Check the script tab and any Javscript files that have been uploaded in the files menu. To analyse the error, it helps to open the JavaScript console of your browser, it will display any errors that may have occurred. How to open the console in Chrome, Firefox, Internet Explorer / Edge, Opera, Safari.
4	No mails can be sent.	See mail issues, issue 1.
5	Mails are moved to the spam folder.	See mailing issues, issue 2.
6	Text containing special characters does not display correctly.	Usually this is caused by missing encoding settings of the application server, eg. Apache Tomcat. See Tomcat settings, section UTF-8.

Inbox

	Problem	Lösung
1	Form records in the inbox cannot be deleted.	Form records are deletable if they are selected and a Delete icon appears in the form record list. Contact your administrator or check whether the option Form records in this state can be deleted has been set for the form's current state.

Frontend server

	Issue	Solution
1	The error message Form not found is returned when trying to open the form, or the page remains blank.	When you have setup a separate frontend server, go to the frontend server menu and test the connection. To use the frontend server, you must have selected the correct frontend server for the form, see the access menu of the form.
2	The connection to the frontend server could not be established.	See connection issues frontend server.

Master server

	Issue	Solution
1	The login page says that no database connection could be established.	Contact your system administrator. The database configuration must be updated, this requires a user with certain permission. Check whether a network connection exists and whether the database server can be reached. Check the database configuration in the database menu. When the database configuration is valid, try reconnecting to the database by clicking on next. Rarely it may be necessary to restart Xima® Formcycle. In this case, check the Xima® Formcycle log files as well.
2	A database update has been detected. It is reccommended to have the database updated by an administrator.	This happens mainly when Xima® Formcycle has bee updated. You can still use Xima® Formcycle, but we strongly reccommend to run the database update. Contact your system administrator. See the help pages on updating the system for further instructions.

Form designer

	Issue	Solution
1	The form cannot be saved. An error message Form could not be saved. shows up.	This usually happens when your session has expired and you are not logged in anymore. Open the Xima® Formcycle login page in another browser tab or window and login again. You should now be able to save the form again. To prevent data loss, we still reccommend you save the form regularly.

Email

	Issue	Solution
1	No mail can be sent.	Check whether a mail server has been setup and configured properly. There is a client specific mail server for each client, and a system mail server used as a fallback when the client mail server cannot be used. See the help pages on setting up the system email server und client email servers and test the email server by sending a test email.
2	Mails are being moved to the spam folder	When you are the recipient of the mail, check the spam settings of your mail provider. When you are sending automatically generated mails, make certain you are following some general guidelines to prevent mail providers from classifying your mail as spam. Do not use key words mail providers use for detecting spam, such as free, 100%, order now, offer, on sale, etc. Do not spell ENTIRE WORDS WITH CAPITALS. Do not insert to many images. Check the target address. Some providers may block certain senders that have been sending too many mails to non-existing accounts. Check the HTML of the mail, when you have entered custom HTML. Some providers may block mails with badly formatted HTML.

Offline app

	Issue	Solution
1	No connection to the server could be established.	Check whether you are connected to the internet. Go to the settings and check whether the server details and login data have been entered correctly.
2	Form records are not being synchronized.	To synchronize form records, you must be connected to the internet. Check your connection and restart the app. If form records are still not being synchronized, check whether you have entered the correct login information.

System

	Issue	Solution
1	Application servers, eg. Tomcat or JBoss, crashes with the error message OutOfMemory.	You need to increase the available RAM for the Java virtual machine. For Tomcat, these settings are described on the help pages for setting up Tomcat.
2	It is not possible to log in to Xima® Formcycle as sadmin with the default password directly after the initial installation on a Linux-based system.	Xima® Formcycle needs to store certain settings in the file system. Some Linux-based systems do not set a home directory for the tomcat user by default. This can usually be configured in the /etc/passwd file. After the tomcat user has been modified, a restart is required.
3	High CPU load already at the start of the application without further accesses	Older Java 11 releases contain a bug in the SSLEngine, which under certain circumstances can lead to dead loops when calling URLs over SSL, resulting in high CPU usage. This bug has been officially fixed in Java 11 release 11.0.8. If you are using an older Java 11 version up to and including 11.0.7, please upgrade to a newer version.
4	DB connection cannot be established after updating the MS SQL JDBC driver	Newer versions of the MS SQL JDBC driver check whether the certificate used by the database server is valid. After an update of the driver, errors may therefore occur when connecting to the database, which are visible in the log as sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target. Either the root certificate (and any intermediate certificates used) with which the certificate of the database server was generated must be imported into the Java TrustStore or the certificate check must be switched off via parameters in the JDBC URL (encrypt=true;trustServerCertificate=true). Further information and examples are provided in the Microsoft documentation. When importing into the TrustStore, it should be noted that the Java environment must be restarted for the changes to be applied, which may require a restart of the machine.