Enterprise

# Troubleshoot Synnax Enterprise

> Find why a Synnax Core does not start, why the Console cannot connect, and fix license problems.

Start with the log of the Core, then find the message or symptom below. For problems in other parts of Synnax, see [client troubleshooting](https://docs.synnaxlabs.com/reference/client/troubleshooting), [hardware troubleshooting](https://docs.synnaxlabs.com/reference/hardware/troubleshooting), and [Synnax Desktop troubleshooting](https://docs.synnaxlabs.com/reference/desktop/troubleshooting).

## Read the log

The Core writes its log to its terminal and to the file set by `--log-file-path`:

* **Terminal or Docker** -> the output of `synnax start` or `docker logs synnax`.
* **systemd** -> `journalctl -u synnax -a`.
* **Windows service** -> `C:\ProgramData\Synnax\logs\synnax.log`, or `synnax service status` for the last errors.
* **Other** -> `./synnax-logs/synnax.log` in the folder where the Core started.

For more detail, start the Core with `--verbose`.

## The Core does not start

When the Core cannot start, it logs `Synnax has encountered an error and is shutting down:`, then the cause.

### node certificate not found

* Cause

  The Core uses TLS by default and found no certificate in `/usr/local/synnax/certs`.

* Fix

  Start the Core with `--auto-cert` to create a certificate, set `--certs-dir` to your certificates, or use `--insecure` for a test Core. See [Set up TLS](https://docs.synnaxlabs.com/reference/enterprise/tls).

### serves a certificate that does not cover that host

* Cause

  The certificate does not cover the `--listen` host.

* Fix

  Use a certificate for that host, or change `--listen` to a name the certificate covers. See [Set up TLS](https://docs.synnaxlabs.com/reference/enterprise/tls#use-your-own-certificate).

### bind: address already in use

* Cause

  Another program uses the port. On Windows, the message is “Only one usage of each socket address is normally permitted”.

* Fix

  Stop that program, or start the Core on a different port in `--listen`.

### Failed to acquire lock on storage directory

* Cause

  Another Core uses the same data folder.

* Fix

  Stop the other Core, or start this one with a different `--data` folder.

### permission denied

* Cause

  The user that runs the Core cannot write a folder it needs: the data folder, the log folder, the certificate folder, or its home folder. A message about `$HOME` means the user has no home folder.

* Fix

  Give the user write access, or set `--data`, `--log-file-path`, and `--certs-dir` to folders it can write. See [Run the Core as a service](https://docs.synnaxlabs.com/reference/enterprise/service).

### Synnax requires the storage directory to have at least -rwx—— permissions

* Cause

  The owner of the data folder cannot read, write, or open it.

* Fix

  Run `chmod u+rwx` on the folder.

### The disk is full

* Cause

  The Core does not check free space. When the data disk is full, the Core can stop with “no space left on device”.

* Fix

  1. Free space on the disk.
  2. Start the Core.

## The Console cannot connect or log in

### The Core shows as Unreachable

* Cause

  The Console cannot use the Core. Hover over the status to see the reason.

* Fix

  * **Cannot reach Core at** -> check that the Core runs, the host and port are correct, and a firewall allows the port. For a Core with TLS, turn on **Secure**, and [install its certificate](https://docs.synnaxlabs.com/reference/enterprise/certificates) if it is self-signed.
  * **No license is active on this Core** -> log in, then [activate a license](https://docs.synnaxlabs.com/reference/enterprise/license#activate-from-the-console).
  * **The license on this Core has expired** -> see [expiry](https://docs.synnaxlabs.com/reference/enterprise/license#expiry).

### invalid credentials

* Cause

  The username or password is wrong.

* Fix

  For the root user, restart the Core with a new `--password`. For other users, an Owner deletes the user and registers them again. See [Users](https://docs.synnaxlabs.com/reference/enterprise/users).

### Version mismatch

* Cause

  The Console and the Core have a different major or minor version.

* Fix

  Upgrade the older one. See [Upgrade the Core](https://docs.synnaxlabs.com/reference/enterprise/upgrade).

### Clock is ahead of the Core

* Cause

  The clocks of this computer and the Core differ by more than one second.

* Fix

  Synchronize both clocks with NTP.

### Live updates are unavailable

* Cause

  The role of the user cannot read the channels that carry live changes.

* Fix

  An Owner gives the user a role with more permissions. See [roles](https://docs.synnaxlabs.com/reference/enterprise/users#roles).

## License problems

### refused the license key passed at startup

* Cause

  The Core refused the key that you gave with `--license-key`, `--license-file`, or `SYNNAX_LICENSE_KEY`. The log says why: “the license was not issued for this machine”, “invalid license”, “the license on this Core has expired”, or “a Desktop license runs only on a Core that listens on loopback addresses”. An old numeric key logs “numeric license keys are no longer accepted”. The Core starts with the keys that it stored, or without a license.

* Fix

  Get a new key from the portal, and replace the key file or variable. See [Activate a license](https://docs.synnaxlabs.com/reference/enterprise/license#activate-at-start).

### The license term cannot be checked

* Cause

  The system clock moved back. The log says that the system clock is more than 24 hours behind the last recorded time.

* Fix

  Fix the clock. The license then applies again.

### The license stopped after a hardware change

* Cause

  The network hardware of the computer changed, so its fingerprint changed. A recreated Docker container without a fixed `--mac-address` has the same problem. The log says `skipping a stored license key that does not fit this Core`.

* Fix

  Activate the license again with the new fingerprint. See [Activate a license](https://docs.synnaxlabs.com/reference/enterprise/license#move-a-core-to-a-different-computer).

### using more channels than allowed by the license

* Cause

  The Core has as many channels as the license allows. Virtual channels do not count. See [channel limit](https://docs.synnaxlabs.com/reference/enterprise/license#channel-limit).

* Fix

  To create more channels, replace the license with one that allows more. See [renew or replace a license](https://docs.synnaxlabs.com/reference/enterprise/license#renew-or-replace-a-license).