Troubleshooting and help

Forgot password

If you have lost access to the system administrator account of Relution system administrator account and cannot reset the password using the configured email address, it is also possible to reset the password from the database. This procedure requires write access to the database server and Relution’s database.

Please try to reset the password via the forgotten password? link before trying to reset it from the database. See this option only as a last resort.

To reset the password, you must first log in via the command line or an administration tool to connect to the database. Then run the SQL script that is appropriate for your database server.

MariaDB/MySQL 

    UPDATE security_user usr
        JOIN security_organization org on org.uuid = usr.organization_uuid
        SET password = SHA1(CONCAT('password123', '{', usr.uuid, '}'))
        WHERE usr.name = 'admin'
        AND org.name = 'system';

Replace password123 with your new desired password.

Microsoft SQL Server 

    UPDATE security_user SET password = LOWER(CONVERT(VARCHAR(40), HASHBYTES('SHA1', CONCAT('password123', '{', usr.uuid, '}')), 2))
        FROM security_organization org
        JOIN security_user usr on usr.organization_uuid = org.uuid
        WHERE usr.name = 'admin'
        AND org.name = 'system';

Replace password123 with your new desired password.

Server does not start

Please check the log files in the log directory, which is located inside the Relution installation directory.
If you cannot identify the problem yourself, please open a support ticket and provide us with the logs.

Log files

Docker

Since Docker containers are expected to be short-lived, Relution does not write log files when running in a container.
To get logs from a running container, use the docker logs → command.

We recommend setting up a logging infrastructure to ensure that logs are properly captured and archived to facilitate troubleshooting in case of problems.

Information on this can be found here: https://success.docker.com/article/logging-best-practices

Linux

If Relution was installed in the default /opt/relution directory, you will find the logs in /opt/relution/log. The most recent log file is called relution.log, while archived log files are called relution.log.<date>.gz. If Relution was installed in a different location, the log directory is stored relative to its installation directory.

Windows

If Relution was installed in the default C:\Programs\relution directory, you will find the logs in C:\Programs\relution\log. The most recent log file is called relution.log, while archived log files are called relution.log.<date>.gz. If Relution was installed in a different location, the log directory will be relative to its installation directory.

Security notes

  • Install the latest operating system and software updates and security patches
  • Use strong passwords for administrator accounts
  • Use long passwords for service-to-service communications, Passwords do not need to be used or remembered by humans
  • Make sure the user account used to access your LDAP has Read-only access
  • Do not create accounts with weak passwords such as password or test
  • Do not store passwords in files that are globally readable