Verastream Host Integrator 7.x Service "Failed to Start"

  • 7021333
  • 05-Jan-2012
  • 11-Mar-2018

Environment

Verastream Host Integrator version 7.0 or higher

Situation

When you install Verastream Host Integrator (VHI) on a Windows system, you may see an error that a service failed to start.

While the installer configures Verastream Host Integrator (Server Kit or Development Kit), one of the following Installation Error dialog boxes may display:

Figure 1. Service 'Verastream Host Integrator Session Server' . . . failed to start. Verify that you have sufficient privileges to start system services.
Figure 1. Service 'Verastream Host Integrator Session Server' . . . failed to start. Verify that you have sufficient privileges to start system services.

Figure 2. Service 'Verastream Host Emulator' (hostemulator) failed to start. Verify that you have sufficient privileges to start system services.
Figure 2. Service 'Verastream Host Emulator' (hostemulator) failed to start. Verify that you have sufficient privileges to start system services.

Figure 2. Service 'Verastream Host Emulator' (hostemulator) failed to start. Verify that you have sufficient privileges to start system services.
Figure 3. Service 'Verastream Host Integrator Web Server' . . . failed to start. Verify that you have sufficient privileges to start system services.

The installer log also contains "Error 1920."

Resolution

To troubleshoot this issue, complete the following steps as needed.

Note: If you contact Attachmate Technical Support, please provide your log files and screen output (from steps 2 through 5 below) at https://upload.attachmate.com/, or as a Service Request attachment as described in KB 7021970.

  1. Verify that your Windows user account (used to run the installer) is a member of the Administrators user group on the local system. In Control Panel, local group membership can be managed under User Accounts > Manage User Accounts or Administrator Tools > Computer Management > Local Users and Groups (depending on your Windows version and Control Panel view).
  2. Examine the MSI installer log file atmNNNNNNN.log which is generated in your system temporary folder (specified by the TMP environment variable). For example, at the Command Prompt, enter:
type %tmp%\atm*.log

Note: The installer log file is automatically deleted after successful installation, but should remain present if an error occurs. If this installer log file is missing, edit the setup.ini file to change DeleteLog=1 to DeleteLog=0 before re-running Setup.

  1. Examine the Windows Event Viewer (Application log) for additional error information. Open Control Panel > Administrative Tools > Event Viewer > Windows Logs > Application. (These steps vary depending on your operating system version.)
  2. Examine any additional log files that may have been generated by the VHI service. These files are located in the following folders:
    Component
    Log Directory (Typical)
    Session Server
    %VHI_ROOT%\sesssrvr\logs
    Host Emulator
    %VHI_ROOT%\hostemulator\logs
    Management Server
    C:\Program Files\Attachmate\Verastream\ManagementServer\logs

Note: The %VHI_ROOT% environment variable value is typically C:\Program Files\Attachmate\Verastream\HostIntegrator or C:\Program Files (x86)\Attachmate\Verastream\HostIntegrator.

The log files are named server.log and (for Management Server and Host Emulator) console.YYYYMMDD.log, where YYYYMMDD represents the date the log file is generated.

  1. At the Command Prompt (run as administrator), attempt to start the service manually by running the appropriate .bat file described in KB 7021352. This may display additional exception output in the command window.
    Service
    Start Command (Run as administrator)
    Session Server
    "%VHI_ROOT%\bin\services\SessionServer\Start Session Server.bat"
    Host Emulator
    "%VHI_ROOT%\bin\services\HostEmulator\Start Host Emulator.bat"
    Management Server
    "%VHI_ROOT%\bin\services\MgmtServer\Start Management Server.bat"
    Log Manager
    "%VHI_ROOT%\bin\services\LogManager\Start Log Manager.bat"
    Web Server
    "%VHI_ROOT%\bin\services\WebServer\Start Web Server.bat"
  1. Examine the logs or output from steps 3 through 5 to locate any of the following errors:
    • Event Viewer contains:
Level or Type: Error
Source: Attachmate Verastream
Event ID: 4300
Description: The scripting manager failed to initialize.
    • Command output or console.YYYYMMDD.log file contains:
Launching a JVM...
Error occurred during initialization of VM
Could not reserve enough space for object heap
Could not create the Java virtual machine.
JVM exited while loading the application.

If you see any of the above symptoms, reduce the attempted memory allocation for the Java virtual machine (JVM) container by editing the appropriate .conf files (-Xmx value or wrapper.java.maxmemory line) to use a lower value, such as changing 1024 (or 768) to 512.

Note: The .conf files are created during the first part of installation, prior to attempting to start services. You can edit the .conf file(s) when the Installation Error dialog is displayed, and then click Retry.

    Component
    JVM Configuration (Typical)
    Session Server
    See KB 7021334
    Host Emulator
    %VHI_ROOT%\hostemulator\conf\container.conf
    Example: wrapper.java.maxmemory=512
    Management Server
    C:\Program Files\Attachmate\Verastream\ManagementServer\conf\container.conf
    Example: wrapper.java.maxmemory=512
    Log Manager
    %VHI_ROOT%\etc\logmgr.conf
    Example: java.additional.1=-Xmx512m
    Web Server, version 7.0 through 7.1.x
    %VHI_ROOT%\etc\webserver.conf
    Example: java.additional.3=-Xmx512m
    Web Server, version 7.5 or higher
    %VHI_ROOT%\servlnetengine\conf\container.conf
    Example: wrapper.java.maxmemory=512

Note: The .conf file revisions may need to be repeated after installing any future upgrade, service pack, or hotfix, as the configuration files will be reset to default values.

  1. Install VHI without optional components that you do not plan to use. Host Emulator is typically used for training and demonstration purposes only. In a Custom installation, on the Component Selection tab, you can choose to not include Host Emulator in your installation.
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Figure 4. Custom installation, Component Selection tab: Host Emulator component will be unavailable
Figure 4. Custom installation, Component Selection tab: Host Emulator component will be unavailable

Additional Information

Legacy KB ID

This article was originally published as Attachmate Technical Note 10133.