Error "InitExtension Failed" when accessing SBM (TeamTrack or Business Mashups)

ID:    S134348
Published:    14 May 2008
Updated:    05 June 2015

Operating System(s)

  • All Windows


  • SBM
  • TeamTrack


Often, especially for a newly-setup server, users may encounter various errors beginning with the phrase "InitExtension Failed" when they attempt to use the Web interface.  This generally means that during the initial startup of the program on the server, something went wrong.  There are four common types of failure you may see, described below.  Searching the knowledge base for parts of the error message after the phrase "InitExtension Failed" may find more detailed information:

  • Database could not be verified
    • This is the most common reason for the system to not load correctly.  It means the Web server could not communicate with the database correctly.  This could just be due to a bad user or password in the database connection on the Web server.  This is especially true on a UNIX-based install, where the connection information is in separate configuration files from the connection information used by the Windows administrator; the script in the bin folder can test your database connectivity from the Web server.  On a Windows server, however, since the Administrator program and IIS are both using the same DSN to connect to the database, if the Administrator can connect to the database correctly, but this error still comes up on the web page, it would indicate that while the login information is correct, there is something else interrupting the flow of data.  Usually, this means IIS is not configured correctly; especially with IIS 6, there are several different places where the system needs proper rights in order to communicate with the database correctly.  For more information on troubleshooting this situation, search for "Database could not be verified" in the knowledge base, or review the IIS setup steps in the Installation Guide.  When assigning rights on the server, be sure to check that the rights are propagating down correctly; sometimes, Windows will not correctly assign rights to the files in the folder.
  • License Server Could Not Be Contacted
    • This error means that for some reason, the License Server could not be reached at all.  This usually simply means either that the program is misconfigured and looking to the wrong server for licenses, or that the service on that server isn't running.  Check that the error message is trying to get to the right server (the error message will append a @ to the beginning of the name of the server it's trying to contact), and that the Serena License Server service is up and running on that machine. You may also see this error if the communication between the two servers is being blocked by a firewall. See this kb doc for more details to allow communication through a firewall. S136346. For additional troubleshooting, see KB S127433.
  • [License Type] not available
    • If the failure message says a certain type of license is not available, this means that while the License Server was contacted, the system could not find an available, needed license to start up.  Normally, only a server license (TSV) is needed to start up the server, and there does need to be a TSV license for each Web server running the program at the same time, including load-balanced setups.  If your error references the TSV, make sure you have enough TSV licenses for all your currently-running servers.  Checking the SerenaLicenseServer.log file on the License Server can help find what servers currently have a TSV license checked out; sometimes a test server will accidentally be started up and steal away the production server's license.  In some versions of TeamTrack (certain builds of 6.3 and 6.6) it will also (in error) require a Support Center Solution license (TTS) to start up correctly even if you are not actively using this solution. This can also manifest as an error regarding a "TTA" license depending on your version.  If you see any errors referencing a TTT, TTS, or TTA license, make sure you have your TTS license loading correctly.  This error can come up unexpectedly when a TTS license is actually temporary and expires; downloading a permanent key from the support site should then clear this error in this situation.
  • Could not load resources TSResources.dll (UNIX-based servers only)
    • This is a less-frequent error which will occur only on Linux and Unix installations.  The cause of this is that the Registry.prop file (a configuration file which holds many required settings for the system to start up correctly) has been corrupted.  This corruption often is due to a daemon on the server being started under the wrong account (e.g., starting the notification server under the root user).  When this has happened, there will only be a handful of lines in the Registry file (there should be around 300 lines to the file; a corrupted file may just have 10).  To correct this, you can check the /usr/teamtrack/BACKUP folder to see if any recent upgrades have backed up this file as a part of the upgrade process.  If there are no backups, or if it is very old, rerunning the InstallTeamTrack script will recreate the file; this can either be run with the -config option and you re-enter the needed ports and server names manually, or you can pass "InstallTeamTrack.conf" to the script to use the last-used installation options (see Install.txt for more information on the InstallTeamTrack script).  The only thing you risk in this recreation is losing any manual additions you may have made to the Registry file; such additions are very rare.
  • An Error occurred while publishing resources from database   
    • This may be intermittent If you are using NTLM.  See kb S137403 for details.
    • This could happen after restarting the IIS web server or if the IIS application pool recycles.  See kb S137403 for details.

Applies To

TeamTrack All

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