Mideye Error Codes - Quick Troubleshooting

Fast lookup reference for common Mideye Server issues, commands, file locations, and emergency procedures.

Service Commands

Linux:

# Check service status
systemctl status mideyeserver6

# Start / stop / restart service
sudo systemctl start mideyeserver6
sudo systemctl stop mideyeserver6
sudo systemctl restart mideyeserver6

# View recent service logs
journalctl -u mideyeserver6 -n 100 --no-pager

Windows (PowerShell):

# Check service status
Get-Service MideyeServer6

# Start / stop / restart service
Start-Service MideyeServer6
Stop-Service MideyeServer6
Restart-Service MideyeServer6

# View recent logs
Get-Content "C:\Program Files\Mideye Server\log\mideyeserver.log" -Tail 100

Quick Diagnostics

Linux:

# View last 50 errors
grep -i error /opt/mideyeserver6/log/mideyeserver.log | tail -50

# Check if service is listening
ss -tlnp | grep -E "8080|1812|1813|2083"

# Test Switch connectivity and check for SSL proxy
openssl s_client -connect primary.mideye.com:20460 -showcerts </dev/null 2>/dev/null | openssl x509 -noout -subject -issuer

Windows (PowerShell):

# View last 50 errors
Select-String -Path "C:\Program Files\Mideye Server\log\mideyeserver.log" -Pattern "ERROR" | Select-Object -Last 50

# Check if service is listening
Get-NetTCPConnection -LocalPort 8080,1812,1813,2083 -ErrorAction SilentlyContinue

# Test Switch connectivity
Test-NetConnection -ComputerName primary.mideye.com -Port 20460

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Common Error Messages → Solutions

Error Message	Quick Fix	See Also
”Phone or token number is invalid or missing”	Delete and manually re-type phone number (never paste)	Phone Number Issues
”Failed to connect to LDAP profile”	Test connectivity: nc -zv ldap-server 389 (Linux) or Test-NetConnection ldap-server -Port 389 (Windows)	LDAP Issues
”Communications link failure”	Verify database is running	Database Issues
”Waiting for changelog lock”	Release lock: UPDATE DATABASECHANGELOGLOCK SET LOCKED=0;	Database Issues
”Keystore file not found”	Check file exists and has correct permissions	Certificate Issues
”Failed to get magic link frontend URL”	Wait 10 min or restart. Test: curl -v https://mas.mideyecloud.se	External Services
”Failed to connect to primary switch”	Check for SSL proxy interception with openssl s_client	External Services
”Service shows active but auth fails”	Check logs for warnings during startup	Startup Timing

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File Locations

Linux

File	Location	Purpose
Main Config	/opt/mideyeserver6/config/application-prod.yml	Production configuration
Logging Config	/opt/mideyeserver6/config/logback.xml	Log levels and rotation
Keystore	/opt/mideyeserver6/config/keystore.p12	TLS/SSL certificates
Service File	/etc/systemd/system/mideyeserver6.service	Service definition
Main Log	/opt/mideyeserver6/log/mideyeserver.log	All application logs
Error Log	/opt/mideyeserver6/log/mideyeserver.error	Errors only
Archived Logs	/opt/mideyeserver6/log/old/	Rotated historical logs

Windows

File	Location	Purpose
Main Config	C:\Program Files\Mideye Server\config\application-prod.yml	Production configuration
Logging Config	C:\Program Files\Mideye Server\config\logback.xml	Log levels and rotation
Keystore	C:\Program Files\Mideye Server\config\keystore.p12	TLS/SSL certificates
Main Log	C:\Program Files\Mideye Server\log\mideyeserver.log	All application logs
Error Log	C:\Program Files\Mideye Server\log\mideyeserver.error	Errors only

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Default Ports

Port	Protocol	Service	Encrypted
8080	TCP	Web interface (HTTPS)	Yes
1812	UDP	RADIUS Authentication	No
1813	UDP	RADIUS Accounting	No
2083	TCP	RADSEC (RADIUS over TLS)	Yes
20460	TCP	Mideye Switch (outbound)	Yes (TLS)

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Common Fixes

Service Won’t Start After Upgrade

Linux:

# 1. Check service status
sudo systemctl status mideyeserver6

# 2. View detailed logs
journalctl -u mideyeserver6 -n 50

# 3. Verify config files exist
ls -la /opt/mideyeserver6/config/application-prod.yml
ls -la /opt/mideyeserver6/config/logback.xml
ls -la /opt/mideyeserver6/config/keystore.p12

# 4. Check file permissions
sudo chown -R mideye:mideye /opt/mideyeserver6
sudo chmod 660 /opt/mideyeserver6/config/*.yml
sudo chmod 660 /opt/mideyeserver6/config/*.xml
sudo chmod 660 /opt/mideyeserver6/config/*.p12

# 5. Restart
sudo systemctl restart mideyeserver6

Windows (PowerShell):

# 1. Check service status
Get-Service MideyeServer6

# 2. View recent logs
Get-Content "C:\Program Files\Mideye Server\log\mideyeserver.log" -Tail 50

# 3. Verify config files exist
Test-Path "C:\Program Files\Mideye Server\config\application-prod.yml"
Test-Path "C:\Program Files\Mideye Server\config\keystore.p12"

# 4. Restart
Restart-Service MideyeServer6

Database Migration Lock Stuck

-- 1. Check lock status (ensure service is stopped first)
SELECT * FROM DATABASECHANGELOGLOCK;

-- 2. If LOCKED=1, release it
UPDATE DATABASECHANGELOGLOCK SET LOCKED=0, LOCKGRANTED=NULL, LOCKEDBY=NULL WHERE ID=1;

Then restart the Mideye Server service.

LDAP Connection Timeout

Linux:

# 1. Test connectivity
nc -zv ldap-server.domain.com 389

# 2. Test authentication
ldapsearch -x -H ldap://ldap-server:389 \
  -D "CN=Service,OU=Users,DC=domain,DC=com" \
  -w password -b "DC=domain,DC=com" -s base

Windows (PowerShell):

# 1. Test connectivity
Test-NetConnection -ComputerName ldap-server.domain.com -Port 389

Then adjust timeout values in the LDAP Profiles page of the web interface.

Certificate Issues

Use the Certificate Management page in the web administration interface to manage certificates. This is the safest way to update certificates and avoids the risk of breaking the keystore with command-line operations.

If the web interface is not accessible:

Linux:

# Regenerate self-signed certificate
sudo /opt/mideyeserver6/bin/generate-selfsigned-tls-keystore.sh
sudo chown mideye:mideye /opt/mideyeserver6/config/keystore.p12
sudo chmod 660 /opt/mideyeserver6/config/keystore.p12

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Emergency Recovery

Service Completely Failed

Linux:

# 1. Stop service
sudo systemctl stop mideyeserver6

# 2. Check what failed
journalctl -u mideyeserver6 -n 100

# 3. Verify prerequisites
systemctl status mariadb        # Database running?
nc -zv ldap-server 389          # LDAP accessible?

# 4. Check configuration files intact
ls -la /opt/mideyeserver6/config/

# 5. Fix file permissions
sudo chown -R mideye:mideye /opt/mideyeserver6
sudo chmod 750 /opt/mideyeserver6/config
sudo chmod 660 /opt/mideyeserver6/config/*

# 6. Start service
sudo systemctl start mideyeserver6

# 7. Monitor startup
tail -f /opt/mideyeserver6/log/mideyeserver.log

Windows (PowerShell):

# 1. Stop service
Stop-Service MideyeServer6

# 2. Check logs
Get-Content "C:\Program Files\Mideye Server\log\mideyeserver.log" -Tail 100

# 3. Start service
Start-Service MideyeServer6

# 4. Monitor
Get-Content "C:\Program Files\Mideye Server\log\mideyeserver.log" -Wait

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Support Data Collection

Before contacting Mideye Support, collect:

• Mideye Server version number
• Operating system and version
• Database type and version
• Description of problem and when it started
• Error messages from Log Files page
• Service status output
• Configuration files (passwords removed)
• Steps to reproduce
• What you have tried already
• For Switch issues: output of openssl s_client -connect primary.mideye.com:20460 -showcerts

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Related Documentation

• Installation & Upgrade Issues
• Phone Number Issues
• LDAP Connection Issues
• Database Issues
• External Service Issues
• Certificate & RADSEC Issues
• Startup & Timing Issues
• Understanding Logs
• Encoding Issues