Wall Internal Error Messages

Overview

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Each low-level message is assigned an error number and organized into 5 categories for us to debug further:

  • Network (101-200)
  • Authentication (201-300)
  • Software Configuration (301-400)
  • Session (401-500) Application (501-600)

Also, indicate the client (wall, browser) that issued the dialog by appending the error number with the letter “W” or “B.” The dialog shown to the user has a category and error number in the title. The message content summarizes the error category and directs the customer to call support.

  • Article Record Type
  • Validation Status
  • Not Validated
  • Visible to Customer
  • Release
  • Product or client release number (ie - 21.06.1)
  • Customer Statement
  • Describe the customer’s issue in their own words.
  • Details

The Details field clearly sets forth the steps to take to resolve an issue. The explanation should first tell the end user why they are performing the steps (the Intent), then it should tell them what they need to do step by step.

Wall Internal Error Messages

Overview

Each low-level message is assigned an error number and organized into 5 categories, allowing Bluescape to debug further:

Network (101-200)
Authentication (201-300)
Software Configuration (301-400)
Session (401-500)
Application (501-600)
Indicate the client (wall, browser) that issued the dialog by appending the error number with the letter “W” or “B.”

The dialog shown to the user has a category and error number in the title. The message content summarizes the error category and directs the customer to call support.


  • Network Error [W-1xx]
  • Network Error [W-10x]
  • The server connection had an unexpected error.
  • Network Error [W-101]
  • The server is busy, failed to establish a server connection.

Error Details:
Couldn’t connect to WebSocket

  1. Click “Dismiss.”
  2. Verify the network is working as expected. A few examples to try:
    a. Verify the ethernet cable is plugged in.
    b. Verify the green and orange lights next to the ethernet port on the controller are illuminated. There should be a solid green light and a blinking orange light.
    c. Verify can get access to other web pages.
  3. Verify the Bluescape software is up to date.
  4. See KB for additional information, Troubleshooting Errors (Wall) - Hardware (bluescape.com).
  5. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.

For more details, see the Network lower-level message details below.


  • Authentication Error [W-2xx] – Mostly Linux Errors
  • Authentication Error [W-20x]
  • Not able to authenticate the wall. Contact Bluescape Customer Support.

Error Details:
Authentication Failed (wall not registered properly on the portal)

Restart the Controller.
Contact Bluescape Customer Support.
For more details, please see the Authentication lower-level message details below.


  • Software Configuration Error [W-3xx]
  • Software Configuration Error [W-30x]

Configuration Error

Not able to configure wall. Contact Bluescape Customer Support.


  • Software Configuration Error [W-308]

Version Mismatch Error, software update required. Please contact your IT department.

Error Details:

  1. Restart the controller.
  2. Run the installer again to correct file issues, through Windows Installer, Error W-308 - (Force update process) - Customer Support - Confluence (bluescape.com).
  3. If needed, you can uninstall and reinstall the Bluescape software.
  4. See KB for additional information on W-301, Troubleshooting Errors (Wall) - Hardware (bluescape.com).
  5. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.

For more details, see the Config lower-level message details below.


  • Session Error [W-4xx]
  • Session Error [W-40x]
  • Session error occurred. Contact Bluescape Customer Support.
  • Session Error [W-401]
  • Failed to create a new workspace
  • Session Error [W-402]
  • Failed to download history
  • Failed to load a workspace

Error Details:
The user should never see this - potentially need to upgrade the wall.

  1. Click “dismiss.”
  2. Have the user close out all the browser windows and restart the browser, then try again.
  3. Start the browser in “incognito” and try again.
  4. Open the workspace in a different browser.
  5. Does this issue only occur in a single workspace? If yes, have a second user try and see if they get the same issue.
  6. Restart the controller.
  7. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.
    For more details, please see the “Session” lower-level message details below.

  • Access Denied [W-451]

You do not appear to have access to this workspace. If you think this is wrong, please contact your Bluescape Admin.

Error Details:
The server kicked us from the workspace. Currently, only if you try to load a workspace that you do not have access to. Most likely occurs when you are in a workspace, and someone else deletes it.

  1. Click “dismiss.”
  2. Verify the user has the proper permission and access configured.
  3. Try again.
  4. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.

  • Application Error [W-5xx]
  • Application Error [W-501] [Application Name] stopped running unexpectedly. A crash report has been automatically sent.
  • Application crashes

Error Details:

  1. Click Dismiss.
  2. Open the workspace in a different browser.
  3. If possible, restart the controller.
  4. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.
    For more details, please see the “Application” lower-level message details below.

  • Remote Support Access Error [W-8xx]
  • Remote Support Access Error [W-80x]

Contains low-level detail, slightly cleaned up for the user, since this dialog should only be seen once support is already on the line

Error Details

  • Remote Support Access Error [W-80x]

Remote support access errors normally occur if there is a failure when attempting to establish a remote support session via SSH.

  1. Click “dismiss.”
  2. Verify SSH ports are open and SSH is allowed.
  3. Verify there are no firewall rules set to block SSH or traffic on the ports.
  4. If the error continues, contact Bluescape Customer Support. It will most likely require engineering.

For more details, see the Remote lower-level message details below.


Lower Level Message Details

Authentication Error Messages
1 201
Empty wall_uid 202
Couldn’t open /.tsx/auth/id_rsa 203
Private key .tsx/auth/id_rsa corrupted 204
Authentication Flow::onChallengeReceived responded 205
Invalid json: 206
Open SSL error: 207
AuthenticationFlow::onResponseChecked: responded 208
Configuration Error Messages
Empty Config (endpoints file) 301
Corrupt Config (endpoints file) 302
Empty Service URL in Config file 303
Card template json from the server * is corrupt json - syntactically incorrect * not an array 304
Invalid session_manager.cfg file * no entries * multiple entries 305
Session Error Messages
Can’t create a new workspace 401
Can’t load a workspace 402
Too few elements in a history/volatile event message 403
Too few elements in a history event message 404
QJSonParseError (see Qt documentation) 405
Not an array 406
Less than 2 tokens 407
id’ message with less than 3 elements 408
room message with less than 4 elements 409
Missing PIN from room lobby message 410
Invalid room type in a room message 411
Invalid change session message doesn’t have 3 elements 412
Couldn’t extract workspace id from change session 413
Invalid room list message doesn’t have 3 elements 414
Invalid followme message doesn’t have 4 elements 415
Invalid object id delivery message (oid) from server doesn’t have 3 elements 416
Invalid undo message (undo) from server doesn’t have 4 elements 417
Malformed undo message (undo) from server. Target object id was empty. 418
Malformed undo message (undo) from server Undoed event id was empty. 419
Application Errors
Remote Control Error Reply 502
Audio Unstable: Too many web pages are open. Close a few then reload the workspace. 503
Remote Support Access Errors
Ssh connection timed out 800
Unknown error 801
Invalid remote-access-enabled file 802
.access_end file missing or permission denied 803
.access_end file decryption failed 804
Missing Cache Seed 805
Failed to install ssh fingerprint 806
Ssh connection rejected 807

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