What should I do if TrueConf Server cannot be launched or registered?

Problem 1: Unable to access the control panel or activate the server

To access the TrueConf Server control panel, you need to open its address in your browser, click the Administrator login button and enter the password of the user added to the special group: TrueConf Server Admin on Windows or tcadmins on Linux. In other words, there is no default login which can be used under any circumstances. You need to know the login of the user added to the OS where the server is installed.

If the server has not been registered yet (you have only downloaded and installed it), the authentication window will be displayed at once. You will just need to enter the login and password of the OS user and start activation.

In case you cannot open the authentication window in the control panel, refer to these recommendations. If you have accessed the control panel, and there are some problems with server registration (activation), you can learn more about these issues in the documentation.

“Invalid username or password” error

If you enter the login and password to access the control panel, and see the Invalid username or password error message, make sure that:

• You have disabled CAPS LOCK and entered the correct login and password
• The user was added to the OS where TrueConf Server was installed. This user has to be included in TrueConf Server Admin group on Windows or tcadmins group on Linux.

Problem 2: TrueConf Server Doesn’t Launch

It is often the case that once you click Start and some load time is up, the server still remains stopped, registered, and this repeats over and over.

Step 1: Try to Re-Register TrueConf Server

In some cases, the problem may arise because of your license changes (e.g., you had a paid trial license and it expired). In this case, the server may stop after switching from the trial version to the free version. To fix this issue, go to Summary → License info in the TrueConf Server control panel and click the Register button. Then re-register the server with your registration key (you can find it in the email that you received when first downloading TrueConf Server).

If TrueConf Server still doesn’t launch, follow the next steps.

Step 2: Check Server Log

Make sure that your server log contains no hardware key error string:

If it does, follow troubleshooting steps set out in our blog.

This error could occur if you, for instance, moved your TrueConf Server to another computer or reinstalled Windows.

Step 3: Check Internet Connection

TrueConf Server Free, a free version of our video conferencing server, cannot launch without an Internet connection. Make sure that the computer with the server installed is connected to the Internet. To troubleshoot Internet connection problems, contact your network administrator.

Step 4: Check Server License Validity

Check TrueConf Server license validity in the control panel by navigating to Summary → License info → Registration details section. If your license has expired, contact us for renewal.

Problem 3: TrueConf Server Doesn’t Register

Make sure that the computer with TrueConf Server installed can access reg.trueconf.com, a registration server, over 4310 TCP port. This is mandatory if a free version is used.

You can check this, for instance, by using a telnet utility with the following command:

If the registration server cannot connect to your server, you will see the following message:

In this case, solve TrueConf Server registration problem by providing your computer and organization’s network equipment with access to the above address and port.