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Logs and Troubleshooting

Where to look when GlobalForms doesn't start or behave as expected, and what to collect before contacting Square 9 Support.

Log files

All logs are in the logs folder of the install folder (C:\GlobalForms\logs by default).

File

Contains

service.err.log

Errors from the GlobalForms service, such as startup failures, configuration errors and connection problems. Check this first.

request.log

Each web request, when request logging is turned on. See Request Logging.

update-history.json

Each automatic update: date and versions

update-failed.txt

Present only if an update was rolled back automatically

Check the service

  1. Open Services and find GlobalForms Forms Server. Its status should be Running.

  2. Or, in PowerShell: sc.exe query GlobalForms

  3. To restart it: Restart-Service GlobalForms

Common problems

Symptom

Likely cause

See

The service stops right after starting

Invalid JSON in config\local.json, or MongoDB unreachable

Configuration Files, Database Configuration

The page doesn't load, but the service is running

Firewall blocking the port, or a wrong address

Ports and External Access

HTTP works but HTTPS doesn't

Certificate or key can't be loaded, or the port is in use

Configuring HTTPS

A setting change has no effect, or disappeared after an update

Edited default.json instead of local.json, or didn't restart

Configuration Files

Users can't sign in

Wrong sign-in name format, sync not run, or single sign-on setup

User Management, Single Sign-On

A form can't load outside data or shows a blank embedded frame

Security headers blocking the site

Security Headers

Lookups return no data

Route or database settings, or quotes around {{ }} placeholders

Setting Up SQL Lookups (Resquel)

Emails aren't sent

SMTP settings or mail server rules

Email (SMTP) Settings

The server didn't update

Updates turned off, no network access, or install-on-restart mode

Automatic Updates

Images or styles stopped working after an update

Files had been added to the program folders, which updates replace

Using Custom CSS

In the browser

For problems in a form, open the browser's developer tools (F12). The Console tab shows script errors and blocked requests. The Network tab shows failed requests and their status codes.

Contacting Square 9 Support

Collect the following before opening a case at square-9.com/support:

  • Your GlobalForms version (in install-info.json, or the most recent entry in logs\update-history.json)

  • The contents of the logs folder

  • A copy of config\local.json with passwords and secrets removed

  • The steps to reproduce the problem, and any error shown in the browser