Axosoft Installed

Top frequently asked questions.

Why does my Axosoft website hang on the loading page or get a 404 error?

  • Applying to IIS 7.0 or IIS 7.5 instances, Microsoft has released a hotfix that resolves an issue with extensionless routing.
  • There sometimes can be some confusion if you click on the green Hotfix Download Available link at the top of the page, as this does not include the installer for some versions. Make sure to scroll down to More Information and download the version for your specific version of Windows.

How do I fix “HTTP Error 500.19 – Internal Server Error”?

  • This can occur if using .NET 2.0 for the application pool. You may need to open IIS on your Axosoft Web Server and change the App Pool that Axosoft is using to use .NET 4.0 and Integrated Pipeline Mode.
  • If this is set to .NET 4.0 and you continue to experience issues, you may want to ensure that you have all of the required IIS Server Roles listed under the System Requirements document and re-register the .NET framework.

Why am I being redirected to Registration.aspx or Error.aspx?

  • This will often happen if Axosoft cannot communicate with the SQL database. To check and resolve this, do the following:
    1. On the Axosoft Web Server, go to Start Programs Axosoft , and launch the Axosoft 2014 App Configuration utility.
    2. Check the path to the Axosoft.config file. That path should point to the root of the Axosoft Web application (for instance, something like C:\inetpub\wwwroot\Axosoft). If that path is pointing anywhere else, that would explain why you're being redirected to an error page.
    3. After correcting the path, click Load Settings and then click Manage Database.
    4. Configure your database connection, test the connection, and click Open Database. Make sure to click Save Settings.
  • Important: We strongly recommend that you use SQL Server Authentication for the connection for a Web application. When using Windows Authentication, IIS will use the ASP.NET user to connect to the SQL server which, in most situations, will not have access to the database, and it is not recommended that this user be given permission to SQL Server.

How do I configure the Axosoft web server using Windows Integrated Authentication?

  • Open IIS on the Axosoft Web Server, select the Axosoft Web Site (or Web Application) then double click Authentication. Disable Anonymous Access and enable only Windows Authentication.
  • If using Customer Portal or API: If you use Windows Authentication for the Axosoft website, you will get a 401 Unauthorized error when connecting using the Customer Portal Configuration Utility. To resolve this issue, open IIS on your Axosoft Web Server, select the Axosoft Website (or Application), expand the website and select the /API folder. Then double-click Authentication in the middle, and enable Anonymous Access to this folder.

Why am I getting “COM Exception” during an upgrade?

  • Some security options on the server may prevent the installer from modifying the Virtual Directory from previous installations. If this is the case, you can rerun the installer, and then at the option to install Axosoft and set up Virtual Directory, be sure to switch to the option to Install only the Axosoft files, and complete the installation. Then you will just need to copy the contents of the install directory (typically C:\Program Files (x86)\Axosoft\Axosoft 2014\App\) into your Virtual Directory that you have set up in IIS (typically C:\inetpub\wwwroot\Axosoft\), or whichever directory you use for your website. Then run the Axosoft Web Configuration Utility by going to Start Programs Axosoft 2014 Axosoft 2014 App Configuration, then point the utility to your Virtual Directory and connect to the database.

How do I move the Axosoft SQL database?

  • If you are moving the SQL database to another machine, make a full backup in SQL Management Studio and then restore the BAK file to the new server. Then after you have restored the database, rerun the configuration utilities for any of your Axosoft components installed (Web Server, Customer Portal, and Email Service) to connect to the database at the new location.
  • If you are just moving the database and are not upgrading to a newer version, there should be no need to reactivate the database.

How do I move Axosoft to a different server?

  • If you are moving the Axosoft installation to a new server, install the Axosoft files you need on the new server, and then run the configuration utilities for each installed component (Web Server, Customer Portal, and Email Service) and then connect to your SQL database. Make sure to stop or uninstall any previous installations of the Email Service so there are not multiple instances connected to your database.
  • If you are just moving the database and are not upgrading to a newer version, there should be no need to reactivate the database.