Troubleshooting the Bridge Installer

Cannot Start Installer

Problem 1

The Bridge installer cannot be started:

Error running installer.
java.lang.unsupportedClassVersionError

Solution

In order to run the Bridge installer, you need a specific Java version:

• Since Bridge 7.37.0 use Java version 21 or newer.

• Since Bridge 7.18.0 use Java version 17 or newer.

• Since Bridge 7.2.0 use Java version 11 or newer.

Use a Java version according to the list above to run the installer.

Problem 2

The Bridge installer cannot be started:
Error running installer.
java.lang.UnsatisfiedLinkError

Solution

You are trying to run the installer with a 64-bit java version. Start the Bridge installer with a 32 bit java version.

Java Heap Space Error

Problem

The Bridge installer stops and throws a "java heap space" error.

Solution

The Java heap space that has been allocated automatically by the system is not sufficient. The Bridge installer needs about 1GB of Java heap space.

Start the Bridge installer with option Xmx to provide more java heap space, e.g. java -Xmx1g -jar <Bridge Installer>.

Bridge Cannot Be Installed

Problem

The Bridge cannot be installed:
Error running installer.
com.ice.jni.registry.RegistryException

Solution 1

The user that is executing the installation does not have administration rights on the system:

• Login with a user that has administration rights, e.g. user Administrator or root.

• Start the Windows command processor (cmd.exe) with option Run as administrator.

Solution 2

The operating system installed is neither an English nor a German Windows distribution. Install the Bridge on an English or a German operating system.

Solution 3

The operating system is not supported. Make sure, that the operating system is supported (see the list of supported operating systems).

Solution 4

An older version of Bridge is already installed. Uninstall the old Bridge first.

Directory is not Empty

Problem

When selecting the installation directory, the error message The directory is not empty! is displayed.

Solution

A former Bridge installation has been found and cannot be updated, because it had been installed by another user. Either uninstall the previous installation first, or login with the same user that has installed the previous installation. In the latter case, the Bridge Installer will update the Bridge installation.

Windows Service not Found

Problem

The Windows service of the Bridge (E2E Console) is not listed in the Windows Services tool.

Solution 1

Bridge service E2E Console is deleted and recreated upon each Bridge update. It can happen, if you did not stop the Bridge server before applying the update and if the Bridge service took to long to stop, that deleting and recreating the service get crossed and the service is not created.

Re-apply the Bridge update.

Solution 2

The installation has failed. Remove and re-install the Bridge.

Installer Stalled on "Preparing filesystem"

Problem

The installer seems to be stalled while "Preparing filesystem".

Solution

The Bridge installer touches all files in the installation directories (Bridge_DATA and Bridge_PROG) to set the file access rights. If your Bridge installation contains many unnecessary legacy files, such as old Runtimes, trace or log files, etc., this may take a serious period of time on Windows operating systems.

Clean-up your Bridge installation. Delete the following:

• old log and trace files from the Bridge_DATA directory

• old installation files from Bridge_PROG, such as Runtime, Node.js, JRE, Apache

Bridge Does not Start

Problem

The Bridge does not start after installation or on system startup.

Solution 1

Change the Bridge system user as to have a shell.

Solution 2

Change the Linux installations as to use systemd.