Troubleshooting

Here you may find step-by-step instruction on how to troubleshoot your Helicon Ape installation.

  1. First of all to correctly troubleshoot your problem we require you to run the latest build of Helicon Ape available. You can always upgrade your Helicon Ape installation by downloading current build from our web site here http://www.helicontech.com/download-ape.htm
  2. Most of the problems with running Helicon Ape lay in NTFS permissions restrictions configured on your server. So please read Permissions required to run Helicon Ape document first.
  3. Please check Application and System logs for error messages. This may point you to the error source.
  4. Don't forget to put RewriteEngine on directive in every configuration file you are using.
  5. Put the following lines into httpd.conf file: 
    RewriteLogLevel 9
LogLevel debug
    This will create error.log and rewrite.log files by default in the installation directory. If log files are created, this will indicate that Helicon Ape is running. Read resulting error.log and rewrite.log files, this may give you some clue on a problem source.
  6. If httpd.conf rules are working but no .htaccess files are loaded, please check NTFS permissions on .htaccess files again.
  7. If rules are working in httpd.conf file but not in other sections or .htaccess files, make sure to include RewriteEngine on directive in every section and .htaccess file. Also remember that rewriting base inside .htaccess files by default is different from httpd.conf. Helicon Ape automatically strips the local directory prefix from the path when in .htaccess or <Directory> section and applies rules only to the remainder. So if your rules start with a '/' character, this should be removed in .htaccess file in the root folder of web site.

If you still having problems with using Helicon Ape, please write your question on the Support forum or send it to the Support e-mail.

Please include the following information in your support request:

  1. Your Helicon Ape configuration file(s), including path and file names
  2. A link to your web site
  3. URL that you have used for testing your rules
  4. Copy of error.log and rewrite.log files for failed requests
  5. Portion of IIS log file that includes records regarding failed requests

Remember: the more information you provide, the easier it will be for us to resolve your problem, thus you will have more chances to get fast resolution.