SOASTA Conductor Troubleshooting

Document created by Chris Sommerstad Employee on Jul 20, 2017Last modified by Jijius Jabez on Aug 11, 2017
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TIP: Chrome Extension for recording is recommended over Conductor.

This topic presents some common issues in the installation of the SOASTA Conductor.

Unknown Host Exception

In some cases, an unknown host exception error may occur if the machine name cannot be found (e.g. the host machine cannot resolve its own host name).

For example, this error can occur if the machine is not listed in its own /etc/hosts file, which can prevent the DNS server from resolving it.

This error can be remedied by adding the host's name to the /etc/hosts file, by using either or the machine's actual IP address.

Getting the Conductor Log for Support

In some cases, when contacting customer support the Conductor Log will be requested by SOASTA staff. The Conductor.log file contains information that may be pertinent to Technical Support. This file can be accessed via the View Log contents command in SOASTA Conductor for the given OS. Refer to Retrieving the Conductor Log for Support.

Anti-virus programs interfering with Conductor installation

In some cases on Windows installations users have reported problems with installing SOASTA Conductor where anti-virus programs are also installed. For example, a user with Symantec Anti-Virus software experienced this error.

SOASTA users encountering this or similar errors will need to create an "exclusion" in the given anti-virus software to bypass such blocks. Symantec Anti-Virus users can find instructions for creating such an exclusion here.

Windows Conductor gets "The VM cound not be started" Error

In some cases, Windows Conductor users may encounter the following Virtual Memory error when trying to start the Conductor:


The VM could not be started. The maximum heap size (-Xmx) might be too large or an antivirus or firewall tool could block the execution.

This error can be resolved by using the following steps to increase the allowed Virtual Memory setting on the Windows System. These steps may vary slightly according to your Windows version.

  1. In Windows, right-click My Computer, choose Properties, and then choose Advanced.
  2. In the Performance section, click Settings.
  3. Click the Advanced tab.
  4. In the Virtual Memory box, uncheck the "Automatically manage paging file size for all drives" box on top.
  5. With the box unchecked, select the "Custom size" radio button.
  6. Ensure that the Initial Size (minimum) is at least 16 mb and the "Maximum size" is at least 5000.
  7. Click OK then repeat for the Performance Options and System Properties boxes.
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