If you are experiencing issues with Vuture establishing a connection with InterAction or are unable to connect to the web client, use the following article to help diagnose the issue.

You will need the following information to help you through:

• Your internal InterAction URL: this is the address where you connect to the InterAction Web Client
• An InterAction user account
• *Understand how & where Vuture connects to your InterAction environment
• The server details and URL for the server Application that Vuture connects to

3. Is IIS running?

• In Internet Explorer, browse to http://localhost .  If the IIS holding page is not displayed check the IIS service is running.

4. Is Tomcat (the InterAction Application Service) running?

• In Internet Explorer, browse to http://localhost:8100. If the Tomcat Apache page is not displayed the InterAction Application service is not running.

5. Is the InterAction Application Service connecting to the InterAction database?

• In Internet Explorer, browse to http://localhost:8100/interaction. If the InterAction login page is not displayed the service is not able to communicate with the database
• Check the amount of memory being used by the InterAction Application Service listed as Tomcat6 in Task Manager. If this is less than 100,000K the service has not properly initialised for InterAction
• Check the application log file for additional error information. This file is located in ….\Program Files\LexisNexis\InterAction\AppServer\log

6. Restarting the IA Application Service

• Restarting the InterAction Application Services from the services console is the fastest way to clear the application cache and restart the application. 
• It may be useful to note how much memory the InterAction Application Service uses by monitoring tomcat6.exe in Task Manager
• Restarting the InterAction Application Service will introduce a period of "downtime" for all users, services and applications that connect to this server whilst the Application service recycles
• If you have changed any IIS settings, an IIS restart is required as well and can be completed using the command "iisreset". Alternatively rebooting the server will restart both IIS and InterAction, although this will require more time than restarting the individual services.

7. Intermittent Connectivity

If you are having intermittent connectivity issues it implies that there is a load balancer involved here and potentially one of the server(s) within the farm is having some connection problems.  Traces and logs will need to be tracked to identify what is causing this.  Otherwise, another option is to connect to each server individually to see if you can identify where this is coming from.

Unable to load InterAction lists

If you are unable to load InterAction lists when on the Send Email screen, check the following:

1. Public URL and IP Address 

We connect to your Vuture Application Server using a public URL that should resolve to an IP address that points at the firewall that connects Vuture to your InterAction Application Server. Vuture support can provide you with this URL. Check that this URL has the correct public IP address.

2. Firewall 

There should be rules allowing incoming traffic from Vuture to your InterAction Application Server on port 443 - check these rules haven't been changed . Vuture support can provide you with the IP addresses that Vuture is using to connect.

3. IIS Bindings

There should be a secure binding on the IIS on the InterAction Application Server for the public URL in 1. above. Check this binding has not been removed or changed 

4. SSL Certificate 

There should be a valid public SSL certificate for the public URL in 1. above installed on the InterAction Application Server.

If the SSL certificate has expired there is a temporary workaround that can be put in place until the certificate is renewed which should be done as soon as possible. See this helpdesk article for details.

5. Hosts File

Sometimes we have seen the requirement for a hosts file entry for the public URL in 1. above pointing at the internal IP address of the IA Application Server 

6. Web Client

Check the web client is running - try restarting IIS, the InterAction Application Service and the Server itself - this will cause downtime for any internal users connecting to this IA App Server. See this helpdesk article for details

7. Usernames and Passwords

Typically there is an IIS username and password and an InterAction username and password. Confirm that Vuture has the correct value for these.

Further settings to check

• If you are using IIS authentication (this is recommended), ensure Windows Authentication is enabled, Anonymous Authentication is disabled on the default website on IIS, the Windows account username and password are valid, and an Authorisation Rule for the windows account being used exists on default website and is inherited by the IAHome sub-directory
• Using Windows Authentication, ensure that Extended Protection is enabled 
• Ensure that the server has adequate disk space, and older log files are being archived or removed as required
• The Server OS is patched and up-to-date and has a regular restart policy in place
• IIS has been optimised as per LexisNexis recommendations which can be found on the InterAction Support site
• Review the server event logs to find the root cause of any errors
• The InterAction Application service is patched to appropriate & matching version as the InterAction database
• If you have multiple InterAction Application servers, that each is running the same software & patch version for InterAction 
• If continuing to have authentication issues such as receiving 401 messages when trying to authenticate, we have a setting with Vx which helps to PreAuthenticate HTTP requests.  To have this disabled please speak to your Account Manager to disable this setting:  Admin.System.Advanced Options.PreAuthenticate HTTP Requests