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Troubleshooting

Please review this page carefully before contacting our support team.

❗ If you haven't found a solution and need technical support, please describe the issue as detailed as possible, including the steps you took to solve or reproduce it. Also please provide the log file, which can be found in the Web API installation directory. This will help us to find and fix the issue. Thank you!

Bad license

  • Check if the regula.license file is in the expected location. The absolute path should be as follows:

    /app/extBin/unix_x64/cpu/regula.license
    
    /app/extBin/unix_x64/gpu/regula.license
    
  • Check if the container has access to the internet, at least to the https://lic.regulaforensics.com/ URL. In case a direct internet connection is not an option, please configure Docker to use the proxy server.

  • Check if the license type is "On-line" (supplied within the OLXXXXX.zip archive, not the SLXXXXX.zip one)
  • Check if the license is sufficient to request the needed number of workers. Each license is issued for a specific number of workers; thus, it is not possible to run the container if the number of requested workers exceeds the number defined in the license.
  • Contact us to check whether the license has expired or been deactivated.

Liveness/Readiness Probes

You can leverage the /api/ping endpoint for monitoring the container health and checking the availability of the container and the status of the license - expired or not.

Make sure to pick the interval between probes responsibly. A too low interval can flood the workers and affect the processing time. A too high interval can delay the identification of a malfunctioning container.

Permanent container restart

  • Check if the allocated RAM is sufficient (at least 3Gb RAM per worker is required).
  • Check if the container has access to the internet, at least the https://lic.regulaforensics.com/ URL. In case a direct internet connection is not an option, please configure Docker to use the proxy server.
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