Troubleshoot MSP 4.1.6
MSP 4.1.6 · C8-H1 source candidate. Use the exact version and identity shown in your installer and application.
All documentation · Support center
Send the details that identify the problem
Include MSP Server and Client versions, Windows version, the operation that failed, the exact error and time, and the selected security profile. For source-build issues include C8-H1 and the failed build stage. A public installer download does not issue an activation license.
Client troubleshooting report
Use the client Troubleshooting ON/OFF control. Stop saves a partial report; normal completion saves and opens the report and its folder. Reports are stored under %LOCALAPPDATA%\ITAuditFactory\MSP\Troubleshooting.
Server troubleshooting report
In Server Admin, use Export server troubleshooting report. The output is under the configured DataRoot\Troubleshooting. It includes service state, certificate metadata and live database TLS results or sanitized error types. It is not a complete Windows Event Log export.
Identify the failed connection layer
Check API TLS, API authentication, database TLS and the effective security profile separately. A TLS rejection does not prove the API key is wrong. HTTP 401 can indicate a rejected key, signing mismatch or clock/nonce issue; HTTP 403 indicates an authorization denial. A running service alone does not prove that the connection is ready.
Safe recovery
Use Server Admin > Database TLS & Recovery for read-only diagnostics and explicit previous-configuration restoration. Review the proposed configuration, restart locally when required and verify the client again. Keep a full database, evidence, configuration and protected-key backup; the previous-configuration slot is not a full backup.
Build failures
For the C8-H1 source candidate, extract to a fresh short folder and run the supplied BUILD.cmd on Windows. Keep FULL-DIAGNOSTIC-SUMMARY.txt when a required stage fails. Do not distribute an installer until its required build and acceptance checks have passed.
Before emailing Support
Review hostnames and certificate identities in the report. Do not send passwords, API keys, PFX passwords, private keys or customer evidence. Reports are not uploaded automatically.