Troubleshooting

To streamline the troubleshooting and diagnostics process for the Halo Connect support team, we reccomend working through these steps prior to reaching out:

1. Ensure that the server meets Halo Link's system requirements
2. Check our known issues to see any are relevant to what you're experiencing. If there is a match, work through the sugested fix.
3. Check for updates
4. Restart/start the service
5. Uninstall & reinstall Halo Link
6. Escalate to the Halo Connect Support team

Check for updates

Open files > paste “C:\Program Files (x86)\Halo Connect\Halo Link” > locate the “updater” application > right click and “Run as administrator”

See the full updating guide for information on auto-updates and other ways to manually run the Halo Link updater.

If updates are failing, check firewall settings.

Restart/start

Open the Services directory, locate the "Halo Link Service" and right click, selecting the relevant option:

a) If the service is running, please "restart" the service

Or

b) If the service is stopped, please "start" the service

Uninstall Halo Link

Warning

Do not remove keys from the registry when uninstalling Halo Link, unless specifically instructed by the Halo Link team

Open: Settings> Apps> Installed Apps

Search: Halo >(Right click) Halo Link > Uninstall

Halo link not updating

1. To prevent incorrect malware detection: Ensure the Halo Link install directory (eg. C:\Program Files (x86)\Halo Connect\Halo Link) has been added to the server's Antivirus ignore/approve lists.

2. To allow Halo Link to access the required Halo server URLs: Ensure that these 5 URLs are entered into your server firewall rules:

   https://api.haloconnect.io/
   https://downloads.haloconnect.io
   wss://wps-haloapi-prod.webpubsub.azure.com
   https://am-haloapi-prod-001.azure-api.net/
   https://prodhalolinkrelease.blob.core.windows.net/
   

3. Open in file explorer C:\Program Files (x86)\Halo Connect\Halo Link And run HaloLinkService.exe, selecting “Repair the current instance of Halo Link". This re-enables/re-creates Halo Link Scheduled Tasks and Services in case the server's antivirus has previously incorrectly flagged the HaloLinkService.exe file as malware.

4. Locate the “Halo Link Service” in the Services directory, right click and select “Start”.

   Then select “Properties” and ensure the startup type is “Automatic”.

Install/reinstall Halo Link

See: Halo Link Installation guide

Updating Halo Link

See: Halo Link Updating Guide