HR2AX Troubleshooting Guide

This guide records three HR2AX issues and the related troubleshooting steps for remote connections, attendance and data synchronization, and report printing.

1 Remote connection error

CMSHKG10 | 27 October 2026 | T2026101296

When opening the HR2AX RemoteApp, an error message indicates that the remote computer cannot be found.

   

Check connectivity and the DNS suffix

First, run ping tests for the addresses below and confirm that the DNS suffix is shop.imaginex.com.hk.

SSRS and Citrix

ping ssrs.imaginex.com
ping citrix-hk.imaginex.com

HR2 server (both names refer to the same server)

ping isrvhr01
ping isrvhr01.shop.imaginex.com.hk

Temporary workaround

If the DNS suffix is imxhk.imxgroup, contact the IT support team to update the configuration on the back end. Until the update is complete, use the fully qualified domain name isrvhr01.shop.imaginex.com.hk instead of isrvhr01 as a temporary workaround.


2 Attendance and data synchronization errors

 

2 Attendance and data synchronization errors

IMSHKG05 | 5 October 2026 | T2026100170

Runtime errors occur when using HR2 Sign InOut or Data_Synchronization.

   

The messages include “3021-No current record.” and “Run-time error '35601': Element not found”.

Update folder permissions

Open Command Prompt (CMD) as an administrator, then run the following commands.

icacls "C:\Program Files\AXDataExchange" /grant Everyone:F /T
icacls "C:\Program Files (x86)\AXDataExchange" /grant Everyone:F /T
icacls "C:\Program Files\HR2AX" /grant Everyone:F /T

icacls "C:\Program Files\AXDataExchange" /grant Users:F /T
icacls "C:\Program Files (x86)\AXDataExchange" /grant Users:F /T
icacls "C:\Program Files\HR2AX" /grant Users:F /T


3 Unable to print reports

 

3 Unable to print reports

CMSHKG18 | 30 September 2026 | T2026091639

Reports cannot be printed from the HR2AX RemoteApp.

Enable drives and printers

Reopen the HR2AX RemoteApp. In the connection prompt, select “Drives” and “Printers”, then connect and try printing the report again.

The prompt states that these options apply only to the current connection launch.