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Support and Troubleshooting

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Seth Wiggin edited this page May 13, 2026 · 4 revisions

Contact support

If you experience any difficulties with installing or using On-Site WebCSD, please contact our support team at support@ccdc.cam.ac.uk who will be happy to assist you.

Providing feedback

If you would like to provide some feedback our support team would be happy to hear from you at the above email address.

Offline Installation

Offline installation is recommended for new user first time installs.

Licensing Options

The environment variable CCDC_LICENSING_CONFIGURATION needs to be set in the .env file. This will normally happen automatically when you enter your licence key at install time. You may also need to edit it after installation, for example if your licence key has changed.

For best performance we recommend that this variable is set to use our standard node-locked licensing using this format (where 123456-123456-123456-123456-123456-123456 should be your node-locked licence activation key):

CCDC_LICENSING_CONFIGURATION=la-code;123456-123456-123456-123456-123456-123456;

It is also possible to connect to your own local licence server:

CCDC_LICENSING_CONFIGURATION=lf-server;http://myserver:1234

More details on the options available with the CCDC_LICENSING_CONFIGURATION environment variable can be found in the Installation Notes for the latest CSD Portfolio release in the Documentation section of the CCDC website.

Troubleshooting

How can I check which version of the images I am currently running?

docker compose images

Rollback in case of Update failure

With the new installer included as part of the 4.3 release, the repo will only have access to the latest version; an offline installer of a previous release will be required to rollback a failed update.

Viewing logs

To view the container logs, use the following command:

docker logs [OPTIONS] <CONTAINER>

For a list of containers, use the following command:

docker compose ps

Support may ask for the full set of logs to be sent when attending a ticket, use the following command:

# collect logs creates tar.gz file which can be sent to support.
cd <installation directory>
./collect_logs.sh

For more information see the Docker documentation: https://docs.docker.com/engine/reference/commandline/logs/

Testing connectivity to a self-hosted Postgres server

To test whether your WebCSD server can connect to your Postgres server, run the following on the docker host.

# Pull postgres image
docker pull postgres:14.13
# Run container
docker run --name debug-postgres -e POSTGRES_PASSWORD=password -d postgres:14.13
# Shell into container
docker exec -it debug-postgres sh
# Attempt to establish a connection to the database server
# Replace my.postgres.server by the hostname of your postgres server
psql -h my.postgres.server -p 5432 -U postgres -d csd-database

If all is well the response to the final command will be similar to

psql (14.13 (Ubuntu 14.13-1.pgdg20.04+1))
SSL connection (protocol: TLSv1.3, cipher: TLS_AES_256_GCM_SHA384, bits: 256, compression: off)
Type "help" for help.

While the docker login command works I am unable to pull docker images and receive an error

If you receive an error like

ERROR: pull access denied for //ccdcrepository.azurecr.io/onsite/csd-database, repository does not exist or may require 'docker login': denied: requested access to the resource is denied"

but the docker login command was successful then it is likely that you are using the main branch rather than a release. Please ensure you use the latest official release from https://github.com/ccdc-opensource/on-site-webcsd/releases.

If you are unable to pull the public RabbitMQ image, you may be using an old version of Docker.

I am prompted to enter a licence key when accessing the Lattice GUI

The licence key should now only need to be entered via the installer or edits to the server configuration - see changing licence keys. If the front-end GUI is prompting for a licence key, this means the details entered in the back-end configuration are invalid and must be updated as described in the linked page.

I get an 'Upload failed' message when trying to upload a CIF

When the On-Site server is first installed there can be situations where there is a name mismatch between a self-signed SSL certificate and the server ID. This can be resolved by restarting the Docker stack e.g.

# Replace `INSTALLDIR` by your WebCSD installation directory
# Include docker-compose.insecure-configuration.yml if using a self-signed certificate
cd INSTALLDIR
docker compose -f docker-compose.yml -f docker-compose.ssl.yml docker-compose.insecure-configuration.yml down
docker compose -f docker-compose.yml -f docker-compose.ssl.yml docker-compose.insecure-configuration.yml up -d

Viewing charts in CSD-Theory gives a 'WebGL is not supported by your browser' message

This issue can be resolved by changing browser settings.

For Chrome browsers:

  • Go to chrome://flags
  • Search for "Override software rendering list", set it to Enabled and relaunch

For Firefox:

  • Go to about:config
  • Search for webgl.force-enabled, and set it to true
  • Ensure webgl.disabled is set to false

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