Helix Startup Troubleshooting

Where is the Helix application in the Start menu?
Some Helix services do not remain running on startup
How do I log into Helix?
I cannot see a Helix login page when I use my browser
How do I stop IIS so the Helix web application can run?
How do I fix the Windows internal firewall in XP2?
Auto-discovery returns no devices
Windows devices not discovered properly
Reports are not displaying any graphs with error "no data found"

Where is the Helix Application in the Start menu?

Helix uses your browser as the user interface. You should open the "Fidelia Helix Service Controller" from your START menu, start all the components of Helix and then open a browser window and connect to http://localhost

Remember that

you MUST reboot your computer after installing Helix
you MUST disable IIS on your computer (see below)
you MUST disable the local ICF firewall in SP2 which prevents any connections to your computer (see below)

Some Helix services do not remain running

If you open the Helix Service Controller, and find that some services are unchecked and do not start even after trying manually:

Shut down all Helix components. Then start each service one by one with a 15sec delay between starting each service. If this resolves the issue, it means that your server does not have sufficient memory (256M to 512M is recommended). However, you can continue the trial to evaluate Helix.
If the Web application dies, it is most likely because you have IIS running on your machine already. Please follow the instructions below to shutdown IIS.
If the WMI query daemon dies, it is usually because you are not logged into the Helix server as an administrator. WMI needs administrative privileges to run, so you must log into the Helix Windows server as a domain administrator or a Windows administrator.
Check to see if you have the personal firewall enabled (default in XP SP2) which is preventing access to the database (the SP2 firewall blocks all incoming connections by default).

If the problem still persists, please zip the \Program Files\Fidelia Helix\logs directory and email it to Fidelia support.

Logging into Helix

Use your web browser to connect to http://your_host/ where your_host is the fully qualified name or ip address of the server that the Helix web application is running on. You can connect to http://127.0.0.1 if you are on the same machine where you installed Helix.
You should get a Helix Login screen (with Fidelia Helix logo). If not, you probably have IIS running on your machine which should be stopped and the Helix web application restarted using "Start -> Fidelia Helix".
Log in using the username helix and password helix (see Quick Setup guide)

Cannot see a Helix Login Page

You should get a Helix Login screen (with Fidelia logo) if you connect to http://127.0.0.1 using your browser. If not, you probably have IIS running on your machine which should be stopped and the Helix web application restarted using "Start -> Fidelia Helix" (see below).

Disabling IIS

Please make sure you have disabled IIS by going to Control Panel > Administrative Tools > Computer Management > Services and then disabling the World Wide Web services. Or else, you can open a command prompt and enter:
net stop iisadmin net stop w3svc

Fixing Windows Internal Firewall (ICF)

If you are running XP with SP2, you MUST disable the Internet Connection Firewall (ICF) because it prevents the various Helix components from talking to each other even on the same server:

Start -> Control Panel -> Windows Firewall From General tab, select OFF

Auto Discovery returns no devices

If you run discovery (by logging in as admin), and get no devices back:

Make sure you entered the proper subnet in the discovery form:

192.168.1.0/255.255.255.0 10.1.2.0/255.255.255.0

You can enter multiple subnets one on each line if needed also.
Do not select anything in the 'Exclude' devices section (leave as is).
If discovery still fails, please send the discovery.log and helix.error files from \Program Files\Fidelia Helix\logs\ to Fidelia Support at eval-Helix@fidelia.com

Windows devices not discovered or monitored completely

Windows devices are monitored using native WMI. For security purposes, it is essential to:

Have entered a domain administrator password when installing Helix so that it can query all the other computers in the domain
For a workgroup, have the same administrative username and password across all the computers being monitored.

If you did not give the correct domain administrator username and password while installing Helix, you have to change the "Run As" username/password for the WMI Query Daemon service. To do this:

go to Start -> Control Panel -> Administrative Tools -> Services
Locate the Helix WMI Query daemon, right click and STOP it
Then click on the Properties button, and click on Log On tab and select the 'This account' option. Enter the domain administrator account using DOMAIN\username syntax. For a workgroup, you should use the .\username syntax. Specify the password and click on OK
Restart the WMI Query daemon from the Helix Service controller
Test the changes you made by opening a command prompt and then:
```
  C:
  cd \program files\fidelia Helix
  utils\testwmi.pl hostname
```
You should see some basic information for the windows host specified.
Try adding or updating a device again by logging in as 'helix' and then going to Manage->Devices

Reports are not displaying any graphs "unable to locate any data"

This is most likely due to an improper shutdown of your Helix server or the server running out of disk space. You will need to repair the DGE database by shutting down the DGE monitor process, and entering the following commands (on Windows):

 C:
 cd "\Program Files\Fidelia Helix"
 del logs\helix.error
 mysql\bin\myisamchk -r database\mysql\aggregateddatadb\*.MYI

Once the recovery task finishes, verify integrity of all the database using:

 mysql\bin\myisamchk database\mysql\aggregateddatadb\*.MYI

Now restart the DGE monitor and see if the reports are working