SherpaGo Troubleshooting Self Help

If you are attempting to login to SherpaGo and encounter this response:

Please direct your internal IT to this help page or have them do as indicated and give us a call or email us at support@whitecupsolutions.com or use the tool on this help site to contact Support and have a ticket submitted.

There are some questions that need to be asked as the general procedure of troubleshooting login issues with SherpaGo:

1. Is everyone unable to login, or is it just one person?

• If it is only one person with the issue, please go to the Administration > Manage Users section in Sherpa and ensure that their user profile is authorized for both Sherpa and SherpaGo. If you require additional licenses for either, please contact your CAM directly, or Support.
• If the user is authorized appropriately, please ensure that their username and password does not contain any special characters (e.g. !@#$%^) as SherpaGo only accepts alphanumeric passwords.
• If everyone is unable to login, please proceed to number 2.

2. Did your office recently have any large network changes, such as changing ISP or another change that would have affected your network's public (WAN) IP address?

• In most cases, we have White Cup's webserver that hosts SherpaGo point at your network via that IP address (e.g. https://255.255.255.255:8443/Service.asmx ) and if that IP has changed, please contact Support so we may update our information to use the new IP address.
• If that IP address has not changed, please proceed to number 3.

3. For most SherpaGo setups, there should be a server on your end that would have our SherpaGo API installed in IIS (Internet Information Services) and would commonly be found in a folder in C:\inetpub and otherwise seen in IIS.

EX:

Did you recently decommission a server and this API needs to be installed in a new location?

• If yes, please contact Support and we can assist with instructions or schedule a meeting to set this up in the new location.
• If no, please proceed to number 4.

4. In IIS, if you go to the Server Certificate section, there should be a cert that is being used for the SherpaGo API. Has this cert expired?

• If yes, then you may be able to set it to auto-renew. You may instead need to create a new cert (we typically create a new self-signed cert) then go to the site listing, select 'Bindings', click the existing binding, click Edit, and then select the appropriate cert from the drop-down and then 'OK'.

• If the certificate appears to be fine, then please proceed to number 5.

5. When you click on the 'browse' link on the right side while selecting the site in IIS -

You will likely see a warning page, click 'Advanced' and then 'proceed anyway'. This will attempt to look at the API locally on the server (https://localhost:8443). If you see a list of a few files in blue links, when you click on the Service.asmx link, do you see an error such as this one?

• If yes and it is this error above exactly, please go into IIS and select the site, then double-click on Default Document

On the next page, click on 'Add' on the right side and type in Service.asmx - it should appear at the top of the list like this.

If it does not appear at the top for some reason, use the commands on the right to get it to the top.

• If it is a different, but similar error, please read the error carefully as it will likely mention a feature that is missing from the server that needs to be added as a requirement to run the API.
• If the above is addressed, please proceed to number 6.

6. When browsing the site locally on the server, does this page appear when you select the Service.asmx link?

• If no, there is likely still an error of some type or an issue with the setup, please contact Support for further assistance.
• If yes, this means the API is working properly and is actively running on the server. Are users still unable to login and seeing the same error message? Please proceed to number 7.

7. Mentioned earlier, we will utilize a URL with the public IP address to point our webserver to your own in order to reach the API and then connect to the appropriate SQL servers from the API's location. Do you have rules in place for your firewall to allow traffic from our webserver and direct the appropriate traffic to the API and is that API server able to connect to the associated SQL servers?

• For sherpago.net our IP range is 185.163.74.0 - 185.163.74.32 and the traffic usually comes from port 8443 (sometimes 8444 if set in the bindings of the site in IIS if 8443 is already being utilized)
• For those wishing to use east.sherpago.net our IPs are: 40.121.35.221 ,  40.114.109.158 , 104.211.29.193 ,  13.68.131.60 , 40.87.86.14 , 40.121.7.34
• You may always contact Support to request that we directly test the connection from our webserver. We should be able to reach that same Service.asmx page from our server.
• If we can reach the API's Service page from our server and users are seeing a different error of "Object reference not set to an instance of an object" please proceed to number 8.

8. For users seeing the error at login or in an account when clicking the ERP button of "Object reference not set to an instance of an object" and we can successfully reach the API service page - have you updated your NAT rules to direct network traffic and allow the connection from the API server to any on-premise SQL server?

• If Sherpa is cloud-hosted, this likely will not come up unless the firewall is preventing the outbound traffic to the Azure server.
• If your Eautomate is cloud-hosted (often with ECI Solutions) it would be good to check that desktop Sherpa is able to connect and retrieve ERP data first - if it cannot, then ECI may need to be contacted for assistance, please reach out to Support for additional information. If it can connect, but SherpaGo is unable to do so, please ensure outbound traffic is able to pass as it will attempt to reach that cloud environment from the API's location.
• If there is still an issue, we would recommend contacting the vendor of the firewall software for some assistance in setting up the rules properly to accommodate the flow of web traffic.

9. If there are any other issues or questions that this guide does not currently answer, please contact Support and we will assist you further.