> ## Documentation Index
> Fetch the complete documentation index at: https://dragonwingdocs.qualcomm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

## Log in issues

To access the Qualcomm Software Center (web [portal](https://softwarecenter.qualcomm.com/) and desktop application), you need a
Qualcomm ID. Sign up at [https://myaccount.qualcomm.com/signup.](https://myaccount.qualcomm.com/signup.)

If you have log in issues using correct Qualcomm ID credentials with the Qualcomm
Software Center desktop application, see firewall requirements
to ensure that connectivity functions as expected between your network and Qualcomm servers.

## Firewall requirements

The QSC server requires access to the following URLs:

* [https://apigwx-aws.qualcomm.com](https://apigwx-aws.qualcomm.com) (port 443)
* [https://d1fmewm8udj8en.cloudfront.net](https://d1fmewm8udj8en.cloudfront.net) (port 443)
* [https://dvbe2v39djgxg.cloudfront.net/](https://dvbe2v39djgxg.cloudfront.net/) (port 443)
* [https://d1k9x1hli7v4r5.cloudfront.net/](https://d1k9x1hli7v4r5.cloudfront.net/) (port 443)
* (Optional, recommended for users based in China) [https://qpm.chinacloudfront.qualcomm.com](https://qpm.chinacloudfront.qualcomm.com) (port 443)

Run the following commands to check DNS and firewall issues.

1. Verify that the client can resolve the API endpoint via DNS.

   .. container:: nohighlight

<pre>nslookup apigwx-aws.qualcomm.com</pre>
**Sample output**

<img src="https://mintcdn.com/qualcomm-prod/ajmq44Q1W0vLtUT4/Tools/Qualcomm-Software-Center/images/output_nslookup_apigwx.png?fit=max&auto=format&n=ajmq44Q1W0vLtUT4&q=85&s=ba80a7463913d4bf5bb7f5de6bca4d09" alt="nslookup_apigwx" style={{ width: '100%' }} width="651" height="164" data-path="Tools/Qualcomm-Software-Center/images/output_nslookup_apigwx.png" />

1. Check the connection.

   .. container:: nohighlight

<pre>curl -v [https://apigwx-aws.qualcomm.com](https://apigwx-aws.qualcomm.com)</pre>
**Sample output**

.. container:: nohighlight

<pre>Rebuilt URL to: [https://apigwx-aws.qualcomm.com/](https://apigwx-aws.qualcomm.com/)
timeout on name lookup is not supported
Trying x.x.x.x...
TCP\_NODELAY set
Connected to apigwx-aws.qualcomm.com (x.x.x.x) port
443 (#0)
schannel: SSL/TLS connection with
apigwx-aws.qualcomm.com port 443 (step 1/3)
schannel: checking server certificate revocation
...
schannel: SSL/TLS handshake complete
schannel: SSL/TLS connection with
apigwx-aws.qualcomm.com port 443 (step 3/3)
schannel: stored credential handle in session cache
GET / HTTP/1.1
Connection #0 to host apigwx-aws.qualcomm.com left intact</pre>

### Troubleshoot Linux clients

Test these steps in the following order. If a step is completed successfully, proceed to the next test.

1. Verify that the client can resolve the API endpoint via DNS.

   * In a Linux terminal, type `nslookup` and click **Enter**.

   * Type the API endpoint `apigwx-aws.qualcomm.com` and click **Enter**.

     The expected response is a list or IPs similar to the following image.

     .. figure:: ../images/nslookup\_linux.png
     :alt: nslookup
     :scale: 60

   If no IPs are returned, contact your company DNS team to troubleshoot resolving `apigwx-aws.qualcomm.com` from
   your client or issues with your client DNS.

2. Verify that the client can reach the API endpoint via Ping.

   * In a Linux terminal type `ping apigwx-aws.qualcomm.com`.
   * Type Ctrl + C to stop the ping test after five to ten seconds.

     The following image shows the response with zero packet loss.

     <img src="https://mintcdn.com/qualcomm-prod/ajmq44Q1W0vLtUT4/Tools/Qualcomm-Software-Center/images/ping_linux.png?fit=max&auto=format&n=ajmq44Q1W0vLtUT4&q=85&s=bccbcd157d8ae449c3ca22c06d122711" alt="ping_linux" style={{ width: '100%' }} width="983" height="170" data-path="Tools/Qualcomm-Software-Center/images/ping_linux.png" />

   If packets are lost or not received, contact your networking team to troubleshoot `apigwx-aws.qualcomm.com` via Ping.

3. Verify that the client can reach the API endpoint via Telnet.

   * In a Linux terminal, type `telnet apigwx-aws.qualcomm.com 443`.

     The expected display is a `Connected to *****.cloudfront.net` message.

   * Type Ctrl + C to close the connection.

   For `connection failed` or `timed out` messages, contact your network team to troubleshoot
   `apigwx-aws.qualcomm.com` via Telnet from your client.

### Troubleshoot Windows clients

Test these steps in order. If a step is completed successfully, move to the next test.

1. Verify that the client can resolve the API endpoint via DNS

   * Open a windows command prompt.
   * Type `nslookup` and click **Enter**.
   * Type the API endpoint \ [apigwx-aws.qualcomm.com](http://apigwx-aws.qualcomm.com/)\  and click Enter.

     The expected response is a list or IPs similar to the following image.

<img src="https://mintcdn.com/qualcomm-prod/ajmq44Q1W0vLtUT4/Tools/Qualcomm-Software-Center/images/nslookup_windows.png?fit=max&auto=format&n=ajmq44Q1W0vLtUT4&q=85&s=e2162d85b84abe4b3c1598aadbc14271" alt="nslookup_windows" style={{ width: '100%' }} width="448" height="315" data-path="Tools/Qualcomm-Software-Center/images/nslookup_windows.png" />

If no IPs are returned, contact your company DNS team to troubleshoot `apigwx-aws.qualcomm.com` not
resolvable from your client or any issue with your client DNS.

1. Verify that the client can reach the API endpoint via Ping

   * Open a Windows command prompt.
   * Type `ping apigwx-aws.qualcomm.com`.

     The expected response is a display with zero packets lost as shown in the following image.

     .. figure:: ../images/ping\_windows.png
     :alt: nslookup response
     :scale: 70

   For packets lost or not received, contact your networking team to troubleshoot `apigwx-aws.qualcomm.com` via Ping.

2. Verify that the client can reach the API endpoint via Tracert

   * Open a windows command prompt.

   .. \_api\_endpoint\_step\_two:

   * Type `tracert apigwx-aws.qualcomm.com`.

     The expected response is an initial `Tracing route to XXXXXX.cloudfront.net [IP address]` message.

     The trace route shows the internet route taken to reach the endpoint from [Step 2](https://docs.qualcomm.com/doc/80-72780-2/topic/troubleshooting.html?product=895724676033554725\&facet=Qualcomm%20Software%20Center\&version=2.0-rc2#api-endpoint-step-two) .

     The following is an example of the expected response.

<img src="https://mintcdn.com/qualcomm-prod/ajmq44Q1W0vLtUT4/Tools/Qualcomm-Software-Center/images/tracertWindows.png?fit=max&auto=format&n=ajmq44Q1W0vLtUT4&q=85&s=6aa1206a2b79dbe21be6b3685a76ed17" alt="tracertWindows.png" style={{ width: '100%' }} width="882" height="579" data-path="Tools/Qualcomm-Software-Center/images/tracertWindows.png" />

Some timeouts can be expected.

If there are connection issues such as the final hop does not reach the endpoint
from [Step 2](https://docs.qualcomm.com/doc/80-72780-2/topic/troubleshooting.html?product=895724676033554725\&facet=Qualcomm%20Software%20Center\&version=2.0-rc2#api-endpoint-step-two) , there is an issue with the client
route to the `apigwx-aws.qualcomm.com` endpoint. Contact your IT group with
an example of the `client cannot route to the apigwx-aws.qualcomm.com Qualcomm endpoint` message.

## QSC Launcher on Windows (WSL) disk space not reclaimed after file deletion

After deleting files inside WSL, sometimes the virtual disk (`ext4.vhdx`) doesn't shrink, and Windows still shows high disk usage. This is because WSL uses a virtual disk file to store the Linux filesystem. When files are deleted inside WSL, space is freed internally, but the VHDX file size remains the same because Windows doesn't automatically compact it. To fix this, manually compact the VHDX file.

1. Shut down WSL with the following command.

   .. container:: nohighlight

<pre>wsl --shutdown</pre>

1. Locate the VHDX file.

   The default location is `%USERPROFILE%\AppData\Local\Packages\&lt;Distro&gt;\LocalState\ext4.vhdx`.

2. Compact the disk with Hyper V tools or diskpart.

   .. list-table::

   *
   * **Hyper V tools**
   * Use PowerShell with the Hyper V feature enabled:

     .. container:: nohighlight

## <pre>Optimize-VHD -Path "C:\Path\To\ext4.vhdx" -Mode Full</pre>

* **diskpart**
* Use PowerShell:

  .. container:: nohighlight

<pre>DiskPart
Select vdisk file="C:\Path\To\ext4.vhdx"
compact vdisk
exit</pre>

1. Verify the file size before and after running these steps with the following command.

   .. container:: nohighlight

<pre>Get-Item "C:\Path\To\ext4.vhdx" | Select-Object Length</pre>
To prevent this issue from occurring:

* Regularly run Optimize-VHD after large deletions.
* Avoid storing large temporary files inside WSL.
* Use mounted Windows directories for transient data.

## Contact support

For technical issues, visit the [Support site](https://mysupport.qualcomm.com/software-center).

For assistance or clarification on information in this document, open a technical support case
at [https://support.qualcomm.com/.](https://support.qualcomm.com/.) You will need to register for a Qualcomm ID account and your company
must have support enabled to access the case system.

To file a support case to report an issue, include the following information:

* Host operating system details
* Version of the Qualcomm Software Center desktop application
* Details of the issue with exact steps to reproduce
* Relevant UI screenshot(s)
* Logs

  To collect logs on the Qualcomm Software Center desktop application, go to the Help menu > **Download Logs** > Select the date range > **Download**.

<Note>
  Logs can be collected manually from the locations listed below.
</Note>

Linux

* `/var/tmp/qcom/softwarecenter/logs`
* `/var/tmp/qcom/qik/logs`

Windows

* `C:\ProgramData\Qualcomm\SoftwareCenter\Logs`
* `%temp%\QIK\Logs`
* `%temp%\Qualcomm\QIK\Logs`

Other systems and support resources are listed on [https://qualcomm.com/support.](https://qualcomm.com/support.) For further
assistance, send an email to [qualcomm.support@qti.qualcomm.com](mailto:qualcomm.support%40qti.qualcomm.com).