This article contains debugging tips and checks to perform when you get errors trying to install Apps from the App Catalog. 

Please review these tips and hints to troubleshoot installation of Apps from the App Catalog before you log a support ticket with K2.

Verify that your K2 version is supported

The App Catalog supports the following versions of K2:

K2 Product

Version

Build Number

K2 Five 5.1 5.0002.1000.x
K2 Cloud Update 4 5.1004.1000.x

Check that you are able to reach the App Catalog URL

Using a web browser, try to browse to https://appcatalog.onk2.com.

If you are prompted for a certificate, the service is reachable. (This article only describes how to check if your K2 environment is able to reach the K2 App Catalog service. The article will not explain or set up certificates in your environment, or explain how to configure firewalls.)

You should see one of the following two outcomes. If either of these outcomes are true, you are able to reach the K2 App Catalog service and a firewall is not blocking communication. If you do not see any of the outcomes listed below, it is likely that a firewall is blocking access to the K2 App Catalog service, and you will need to address the firewall restriction before trying to access the App Catalog service again.

If you are using a K2 Five environment, we recommend performing this test from the K2 server.

Scenario 1

  • If you have public certificates available, the browser will prompt you to select a certificate from an interface similar to the below. If this message is presented, you are able to reach the K2 App Catalog successfully, and you can cancel or close this form. (You do not need to select any certificate; being presented with a challenge from the K2 App Catalog service is sufficient to show that you are able to connect to the App Catalog Service.)
  • If you do select a certificate, you should see a screen similar to the one below:

    If you do not select a certificate, you should see a screen similar to the one below:

    Regardless of the screen presented, you are successfully reaching the K2 App Catalog service and are not blocked by a firewall, meaning that the K2 App Catalog Installer in K2 should also be able to reach the App Catalog service.

Scenario 2

  • If you do not have any public certificates available for selection, you will immediately be presented with the following screen. (Although you see what appears to be an error message, this message still confirms that you are able to reach the K2 App Catalog service, meaning that you are not blocked by a firewall.)

Check Host Server Log output

If you are on K2 version 5.x, please review your K2 host server's log output for any additional details or errors. Location of the log files depend on your logging configuration, but you may typically find this information in the Event Log of the server hosting the K2 Service, or in the following directory: "[Program Files]\K2\Host Server\Bin".

Request the App Catalog Communication Check Utility

If you are on K2 Five, and are able to reach the K2 App Catalog service as described above, but still cannot see a list of Apps from the Catalog, please contact K2 Product support and request the ‘App Catalog Communication Check Utility’.

This utility needs to be run on the K2 Five application server, and needs to run in the context of the K2 Server service's service account.  Once the utility has completed, an expected success outcome should look like the image below.

If you do not see successful output, please log a support ticket with K2 Product Support, and include the log file generated by the utility (Click the Download Log File button in the utility to download the log file), as well as the K2 server logs as described in ‘Check Host Server Log output’ section above.