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Hub Server Troubleshooting ​

This guide provides information to help troubleshoot common issues you might encounter while installing and managing Turbo Server.

What You'll Learn

  • How to address common installation failures
  • Where to check Hub Server performance data and logs
  • Which diagnostics to collect before contacting support

Setup and Installation Issues ​

Database Connection Error ​

Setup Failed

Problem

  • Setup fails with A network related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible.

Solutions

  • Verify SQL Server connectivity with the specified credentials.
  • In standalone mode, wait for the embedded database to finish initializing.
  • Confirm the Turbo Server service is installed and running.
  • Try opening the admin site at http://localhost/admin to confirm connectivity.

Related

Common Installation Issues ​

Problem

  • Installation completes with errors or common post-install symptoms.

Solutions

  • Use the following quick fixes for frequent install issues.

Related

IssueSolution
Turbo Server installation failedTimeout when starting/accessing database services. Go to Control Panel > Administrative Tools > Services and restart the Turbo Server service.
Service fails to start1. Check for database service timeouts
2. Review required ports for installed roles
3. Check for conflicts with IIS or other services
4. Restart the Turbo Server service
Can't access Admin/Hub SiteWindows security settings may restrict external connections. See Configuring Security.
Application not in portalVerify application is pushed to correct org account dashboard (turbo.net hub) or namespace (Turbo Server). See Managing Applications.
Installing new licenseClick New License on the Admin page in Administration Site.
Server inaccessible after network changeRestart Turbo Server service after network configuration changes.
HTML5 cloud launch fails (generic error)1. Review SSL troubleshooting docs
2. Check broker-to-app-server connectivity
3. Verify ports 80/443 access
HTML5 cloud launch fails (service unavailable)Verify user is in Remote Desktop Users group when login mode is set to "ask".
Forgot admin passwordRun as administrator:
Server.exe admin user-group 2 clear
This allows admin site access without login. Reset password and re-add admin user.
Large image push failsIncrease Hub heap max setting in /admin/domain/servers.aspx.
Compiler Error -1073741502Service user lacks ASP.NET cache permissions:
1. Stop Turbo service
2. Delete: C:\Windows\Microsoft.NET\Framework\{version}\Temporary ASP.NET Files
3. Restart service
Windows Interactive Login blocks apps1. Use "Notice and Consent" in /admin/general
2. Remove group policy
3. Disable registry keys:
HKLM\Software\Microsoft\Windows NT\CurrentVersion\winlogon\LegalNoticeCaption
HKLM\Software\Microsoft\Windows NT\CurrentVersion\winlogon\LegalNoticeText
DNS resolution errorTest DNS with ping commands. If failing, switch to public DNS server.
Upgrade service start failureWindows Service Control Manager error. Restart computer and retry.
Portal/API requests hang under loadUpdate Apache config to increase request threads. See Network Optimization.

Performance Monitoring ​

Performance Counters ​

Server Diagnostics

Problem

  • Load information is missing from the Turbo Server administration Domain page.

Solutions

  • Confirm the service user belongs to the Performance Monitor Users group:
    1. Log on to the application server.
    2. Open Server Manager > Tools > Computer Management.
    3. Navigate to Local Users and Groups > Users.
    4. Open the service user Properties and ensure Performance Monitor Users is listed under Member Of; add it if missing.

Related

Diagnostic Tools ​

Enabling Debug Mode ​

Debug logs help Turbo support diagnose issues:

Client Logs ​

Located in: c:\users\[user]\appdata\local\turbo\logs

Server Debug Mode ​

  1. Stop the service:
powershell
net stop turbo
  1. Edit C:\ProgramData\Turbo Server\settings.xml:
xml
<?xml version="1.0" encoding="utf-8"?>
<settings>
    <InstallPath>[Path]</InstallPath>
    <InstalledVersion>[Version]</InstalledVersion>
    <DbLibraryConnection>embedded</DbLibraryConnection>
    <DbManagerConnection>embedded</DbManagerConnection>
    <TraceLevel>Debug</TraceLevel>
</settings>
  1. Start the service:
powershell
net start turbo

Log File Locations ​

Default install location: C:\Program Files\Turbo Server

Log TypeLocation
Installation[Install Directory]\logs\Setup.log
Service[Install Directory]\logs\*.log
Web Services[Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Turbo Server\Web\logs\*.log
[Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Turbo Server\Web\Hub\logs\*.log
SQL Server[Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Microsoft SQL Server\MSSQL.1\MSSQL\LOG
Apache[Install Directory]\Sandbox\MODIFIED\@PROGRAMFILESX86@\Apache Software Foundation\Apache2.4\logs\error.log
Portal/BrokerContainer logs (xcstream_*.txt)
Export with: turbo logs [container] --export=c:\path
App ServerC:\Program Files (x86)\Turbo\ApplicationServer\logs

Managing the Service ​

Two methods to restart the Turbo Server service:

  1. Using Control Panel:

    • Navigate to: Control Panel > Administrative Tools > Services
    • Find and restart "Turbo Server" service

  2. Using Command Prompt (as Administrator):

    powershell
    # Stop service
net stop turbo

# Start service
net start turbo

Windows Event Viewer ​

Check Event Viewer for service startup issues and other Windows-related problems.

Tips ​

Important Notes

  • Always check logs before making configuration changes
  • Back up settings before modifications
  • Document troubleshooting steps taken
  • Contact support for persistent issues

Best Practices

  • Monitor performance counters regularly
  • Keep diagnostic logs for issue tracking
  • Maintain regular service maintenance
  • Document configuration changes

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