When logged in as a site administrator you will see this error message at the top of your screen if the Thoughtfarmer Windows Service is unable to communicate with the application. This will cause tasks such as email notifications, AD sync to fail.

Troubleshooting this error message

Cloud clients

If the tasks are building up under the General tab (Admin panel -> Task Queue), please reach out to to us on the Helpdesk. If the tasks are building up under the 'User Management' tab, log on to your EDC server and follow these instructions:

On-premise clients

For on-premise clients, there are three different scenarios that causes this error message: This error message is caused because:

1. The tasks are taking too long to execute. The tasks in the message queue are executed sequentially. If a specific task is taking long to run, it will stop subsequent tasks from running,  and will cause a build up. If the scheduled date of the task on top of the queue is more than one day, the tasks are likely not running. However, if tasks scheduled for the day are running for very long, you can wait for the task to complete. You can tweak the time threshold after which tasks are considered stale by changing the config setting: messageQueue.stale.Message.Minutes under Admin panel -> configuration settings.
2. The ThoughtFarmer Service or ThoughtFarmer EDC service is not running on the server. Please make sure that the service is running.
3. The 'api url' or 'api token' is misconfigured in the TFService config or TF User Management Service config file on the application server.

Finding the correct values

Api url: This is the url you use to access the site. On the Windows server hosting the site, please enter the site url in a browser and confirm the site is accessible. Please use your actual site url instead of http://localhost or https://localhost, unless your actual site url is not accessible within the web server.

Api token: On version 9+, go to Admin Panel -> Api Tokens. The token is the current token under "Service API token".

On version 8.5, go to the Admin Panel. On the right side of the screen you will see the site information (shown below). Click on 'View' next to the api token and copy the value of the current token.  

Service task queue UID : This can be found under Admin panel -> Employee directory connector -> Pick AD instance -> Basic Information tab -> Id. 

Editing the config files with correct values

There are 2 files that you would edit with the above values. These: steps describe how to find the location of the service config files:

1. On the server hosting the application, press start and open 'Services'.
2. Find the service 'Thoughtfarmer Service (instance name)'. If you have multiple instances hosted on the same server, select the correct one.
3. Right click on this service and select properties. You will find the directory where this service config file is located under 'path to executable'.
   eg: <DRIVE>:\Inetpub\ThoughtFarmer\<INSTANCE_NAME>\<VERSION_NUMBER>\service.edc\ORC.TF.UserManagementV2.Service.exe
4. Open the directory and locate the file 'ORC.TF.UserManagementV2.Service.exe.config'. Open this file in notepad. You may need to open notepad as an Administrator to edit this file. 
5. In this file you will find these 3 lines. Make sure that the values in the file are the same as values you obtained in the steps above. If not, change them so they match the values from your site.
   

   <add key="apiToken" value="yourApiTokenHere" />  
   <add key="apiUrl" value="https://yourSiteUrl.com" /> 
   <add key="serviceTaskQueueUID" value="yourServiceUIDHere" />

6. Go back and find the service 'Thoughtfarmer EDC Service (instance name)' under services in step 2. 
7. Find the directory where this service is hosted using steps 3 and 4.
8. Go 1 folder up, you should be in your version folder. Then open the "web.edc" folder. Open the file 'web.config' in notepad using admin mode. Make sure the apiUrl and apiToken are correct. If not, change them and save.
9. Once you have changed the values in the file, restart the Thoughtfarmer EDC Service to pick up the new values.