FAQ

DNS probe finished nxdomain error

In some cases, there is a possibility that the system is not able to retrieve the domain information, in this case, the T1C is not usable. To solve this problem you can follow these steps described here; https://www.hostinger.com/tutorials/fix-dns_probe_finished_nxdomain

Windows: Error during installation MSI error 2502 or 2503

When installing the T1C the possibility of the errors 2502 or 2503 originate from the fact that permissions in the temp folder(C:\Windows\Temp) are not correct, and since the MSI installer relies on this they need to be correct.

You need to have permissions as <My User> next to the administrator rights.

More information can be found here; https://answers.microsoft.com/en-us/windows/forum/windows_8-windows_install/windows-8-install-some-software-using-msi/48881523-1a5d-4c43-abc4-01b1ce3ebf3a

Where is the Trust1Connector installed?

The Trust1Connector is installed in the following locations;

If your Trust1Connector is distributed by a different provider then the Locations may differ. Please contact your provider for more information.

Windows

%localappdata%/Trust1Connector

Some users have custom packages where it is installed in Program files

%programfiles%/Trust1Connector

MacOS

~/Library/Application Support/Trust1Team/Trust1tConnector

Where can I find the Log files

The Trust1Connector has multiple log files. These can be found in the Trust1Connector folder.

Windows

%localappdata%/Trust1Connector

The log files are named;

• t1c-api.log -> Log files of the API

• t1c-reg.log -> Log files of the Registry

• sandbox_log.txt -> Log files of the Sandbox

• t1c-launch.log -> launcher log

MacOS

~/Library/Application Support/Trust1Team/Trust1Connector

The log files are named;

• t1c-api.log -> Log files of the API

• t1c-reg.log -> Log files of the Registry

• sandbox_log.txt -> Log files of the Sandbox

• t1c-launch.log -> launcher log

Log rotation

The API and Registry log files are saved up to 5MB of size. When this treshold is reached it will keep exactly 1 copy of that log file with the .old extension appended so that the API or registry can create a fresh log file.

This until the original log file reaches the 5MB treshold again which will overwrite the .old

This means that the Trust1Connector can hold a maximum of 10MB log data for the API and the registry.

Trust1Connector is installed but does not work after reboot

MacOS

In some rare cases, where older versions (pre 3.5.10) were installed it could be that the installation created a additional plist file that conflicts with the correct plist file. To solve this you need to unload the pllist file in the root folder and load the plist file in the home folder.

is the service loaded?

To quickly check if the services are running you can do this via the terminal application. When this is opened enter the following command

$ launchctl list | grep t1t 

In this specific error case this command should have a similar input like the following;

0	78	com.t1t.t1c.api

Unload the wrong service

in the root folder of the LaunchAgents if this file exists com.t1t.t1c.api.plist we need to unload this one.

# Navigate to the folder
cd /Library/LaunchAgents

# show all the files in this folder 
ls -al

drwxr-xr-x  11 root  wheel   352 Mar  3 10:12 .
drwxr-xr-x  70 root  wheel  2240 Jan 19 18:35 ..
-rw-r--r--   1 root  wheel   577 Jan 10 09:06 com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a23d420d.plist
-rw-r--r--@  1 root  wheel   799 Sep 27 14:24 com.google.keystone.agent.plist
-rw-r--r--@  1 root  wheel   907 Sep 27 14:24 com.google.keystone.xpcservice.plist
-rw-r--r--   1 root  wheel   405 Oct 25 09:30 com.microsoft.update.agent.plist
lrwxr-xr-x   1 root  wheel   104 Jan 19 18:35 com.oracle.java.Java-Updater.plist -> /Library/Internet Plug-Ins/JavaAppletPlugin.plugin/Contents/Resources/com.oracle.java.Java-Updater.plist
-rw-r--r--   1 root  wheel   668 Dec 12 23:54 com.teamviewer.teamviewer.plist
-rw-r--r--   1 root  wheel   835 Dec 12 23:54 com.teamviewer.teamviewer_desktop.plist
-rw-r--r--   1 root  wheel   835 Dec 12 23:54 com.t1t.t1c.api.plist

In our case the important file is

-rw-r--r--   1 root  wheel   835 Dec 12 23:54 com.t1t.t1c.api.plist

If this one exists you need to execute the following commands to unload the service and remove the file

sudo launchctl unload com.t1t.t1c.api.plist
sudo rm com.t1t.t1c.api.plist

Load the correct service

When you're done with onloading and removing the wrong service/plist we can continue to load the correct one which is located in ~/Library/LaunchAgents

to load the service we do the following;

Navigate to the folder
cd ~/Library/LaunchAgents

launchctl load com.t1t.t1c.api.plist

after this we can check if its correctly loaded

Is the service running?

To quickly check if the services are running you can do this via the terminal application. When this is opened enter the following command

$ launchctl list | grep t1t 

This command should have a similar input like the following;

6077	0	com.t1t.t1c.api

If the numbers in the above result in the 2nd row are not 0 this indicates an error has occurred. Please contact support with the log files of your installation.

Windows

In windows this most likely will be caused by either an external application such as an antivirus or a network policy blocking the application, or the application being removed/disabled from the startup programs.

The startup programs can be found in the task manager (ctrl + shift + esc) in the tab Startup.

If you cannot find the t1c-launch program in the startup files the easiest way to fix this is to reinstall the Trust1Connector. If its disabled you should be able to rightclick and enable it again.

you will have to either restart or logout and login to trigger the startup of the Trust1Connector again.

If the task manager is not available for you, please check with your administrator to validate this.