Support¶

Need help with the Dracal device service? This page provides resources and common solutions to get you back on track.

Getting help¶

If you encounter issues or have questions about the Dracal device service, we're here to help.

Contact support¶

For technical support, feature requests, or general inquiries:

• Email: support@dracal.com

Reporting issues¶

When reporting issues to support, please include:

• Operating system and version (Windows or Ubuntu)
• Dracal device service version
• Device model(s) you're using
• Relevant log file excerpts
• Configuration file contents (if modified)
• Steps to reproduce the issue
• Any error messages received

This information helps us diagnose and resolve issues more quickly.

Configuration¶

The Dracal device service uses a JSON configuration file that can be customized to meet your needs. Understanding and properly configuring this file can help resolve many common issues.

Configuration file location¶

Common configuration settings¶

Changing the HTTP port¶

If port 11395 conflicts with another service or you need a different port:

{
    "service": {
        "http": {
            "port": 11395
        }
    }
}

Change the port value to your desired port number (e.g., 8080, 12000). Remember to update your API calls to use the new port: http://localhost:<new_port>.

Enabling debug logging¶

If you're troubleshooting issues, enable debug or trace logging:

{
    "other": {
        "logs_enable_debug": true,
        "logs_enable_trace": false
    }
}

• logs_enable_debug: Provides general troubleshooting information
• logs_enable_trace: Provides the most detailed logging

Validating your configuration¶

After editing the configuration file:

1. Check JSON syntax — ensure all brackets, braces, and commas are properly placed
2. Restart the service — changes only take effect after restart
3. Check logs — review log files for configuration errors
4. Test the API — verify the service responds at the configured port

If the service fails to start after a configuration change, check the log files for error messages indicating the problem.

Service status¶

You can check if the service is running using your operating system's tools:

Service management¶

You can start, stop, and restart the service as needed:

Troubleshooting¶

Service not starting¶

If the Dracal device service fails to start:

1. Check service status following the instructions in the service status section
2. Review log files for error messages:
   • Windows: %PROGRAMDATA%\Dracal\
   • Ubuntu: /var/log/dracal/
3. Check configuration file for JSON syntax errors
4. Reset configuration by deleting the config file — it will be recreated with defaults
5. Verify installation by reinstalling from dracal.com/software

Devices not detected¶

If your Dracal devices are not being detected:

1. Verify USB connection — ensure devices are properly connected
2. Restart the service following the service management instructions
3. Try a different USB port — some ports may have connectivity issues
4. Review log files for error messages:
   • Windows: %PROGRAMDATA%\Dracal\
   • Ubuntu: /var/log/dracal/
5. Enable debug logging in the configuration file for more detailed diagnostics

Configuration issues¶

If you're experiencing configuration problems:

1. Verify configuration file syntax (.json file) in:
   • Windows: %PROGRAMDATA%\Dracal\
   • Ubuntu: /etc/dracal/
2. Use a JSON validator to check for syntax errors
3. Restart the service after making configuration changes
4. Check log files for configuration-related error messages
5. Reset to defaults by deleting the configuration file — it will be recreated automatically on restart

API connection errors¶

If you cannot connect to the REST JSON API:

1. Verify service is running — check service status
2. Check configured port — verify the port in the configuration file (default: 11395)
3. Test the endpoint — use curl http://localhost:<port>/dracal-service-info
4. Review firewall settings — ensure the port is not blocked (though the service only accepts local connections)
5. Check log files for HTTP server errors
6. Test with tutorials — try our example code to verify connectivity

Port conflict errors¶

If you see errors about the port being in use:

1. Check for other services using the same port
2. Change the HTTP port in the configuration file to an unused port (e.g., 12000)
3. Restart the service after changing the port
4. Update your client code to use the new port

Use the navigation menu on the left to explore the full documentation.