Licensing Troubleshooting

Owned by iarmstrong
Last updated: Oct 16, 2023
4 min read

RU

Hub Login Failure

Invalid Username or Password Entered

If the user encounters the Login Failed form, please re-enter your correct username and password.

Invalid username or password entered

Forgotten Password and Reset

Should the user forget their password, the Hub login form features the option for the user to Reset the password (Reset Password button). This will take them to the Alastri website where the user can enter their email address. An email will be sent to the entered email address with a password reset link.

Reset your forgotten password

Unable to Connect

If the user is unable to connect to the Hub due to connection loss, several steps can be taken to try and rectify this.

If the user is presented with a Hub login screen that doesn't complete and seems to freeze, or a message communicating No Connection, then most often the problem is on the user end with permissions blocking access to the required files and web addresses.

Please try the following in order:

  1. Open up a file explorer.

  2. In the file path, type the following “%localappdata%”.

  3. Go into the Alastri Hub Folder.

  4. Go into the Cache folder.

  5. Delete the contents inside.

  6. Restart the Hub.

If still unable to connect this usually indicates that your connection is blocked and will require intervention by IT. 

  1. To try and resolve this you will need to get IT to add https://alastribuild.azureedge.net/ to the whitelist.

  2. Virus scanners will also need to allow Alastri access to the following address: C:\Users\username\AppData\Local\Alastri Hub.

  3. Try access the following link https://alastribuild.azureedge.net/media/rr/background.jpg. You should see an image of an open pit operation.

  4. Repeat Steps 1-6.

If still unable to access the Hub, try the following steps:

  1. If you use a proxy you will need to enter the details.

  2. Repeat steps 1-6.

  3. If your IT team tell you they have an auto proxy and you still can't login, tell them to try specific proxy for your machine.

  4. Repeat Steps 1-6.

  5. Contact Alastri.

If you are contacting Alastri support not via the Request Support button from the Hub, please attach the Hub log file, that can be found in C:\Users\username\AppData\Local\Alastri Hub.

Configure Proxy

If you are connecting through a company proxy, press Proxy settings in the bottom right corner of the login form. 

  • Contact your IT department to obtain the correct proxy credentials for your organisation. 

Program Compatibility Assistant

In order to allow legacy software to work on your system, your IT department may have created a program compatibility profile which causes Windows to run applications with non-standard behaviour. This can affect Rapid Reserver's ability to track instances of PolygonicaService.exe and make sure they are cleanly shutdown with the application.

Your IT administrators may need to modify the application compatibility profile to avoid affecting Rapid Reserver.

Warnings

Users may encounter the “Application Compatibility Profile” warning when attempting to install the Hub.

“We have detected an application compatibility profile on your machine, which may interfere with installation of Alastri Hub”.

Serious problems might occur if you modify the registry incorrectly. Contact your IT department to resolve this issue.

 

This issue may be resolved via the following steps:

  1. Click on Start, type in "regedit" and run the command.

  2. Browse to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\AppCompatFlags\Custom.

  3. Rename setup.exe to _setup.exe.

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