Troubleshooting. Important notes. During installation. Installer cannot start

Size: px

Start display at page:

Download "Troubleshooting. Important notes. During installation. Installer cannot start"

Gertrude McDowell
6 years ago
Views:

1 Troubleshooting Important notes During installation RPA Express launch Working with RPA Express During Uninstall or Re-install How to Send Logs Important notes Before you proceed with finding a solution to your issue, double check: Your target machine has a 64-bit version of Windows OS installed. 32-bit not supported! Make sure your computer meets the system requirements. System Requirements Type Operating System System type CPU RAM Disk Space Complete stack Windows 7 64 bit 4 cores at 8 GHz 8GB of free memory 15GB Windows 8 or 8.1 Windows 10 Windows Server 2008 Windows Server 2008 R2 Windows Server 2012 Windows Server 2016 Complete stack is the full installation of all the components that come with RPA Express. During installation Expand all The section describes how you can solve issues, that may occur during the RPA Express installation. Installer cannot start You launch the installer, but it does not start. Check, that you have 64-bit operating system (32-bit not supported)

2 Installation failed Installation failed without an error code. Make sure your computer meets the System Requirements. Check, that you have 64-bit operating system (32-bit not supported) Check, that at least 10 GB of free space is available on your disk. Temporary disable your Anti-virus software you can enable it after installation. Make sure you have allowed RPA Express Installer to make changes to your device (User Account Control), this action is automatically prompted during the Installation:

Error code 0x80070661 Installation failed with error code 0x8007066 Your target machine has 32-bit operating system installed.

3 Error code 0x Installation failed with error code 0x Your target machine has 32-bit operating system installed. Check, that you have 64-bit operating system (32-bit not supported) Error code 0x Installation failed with error code 0x

4 Installation files are corrupted or damaged. Extract completely the content of the installation archive (RPAExpressInstaller.zip) to your local drive and re-run the installation. Installation is prevented from the completion by your anti-virus or anti-malware software. Disable your anti-virus or anti-malware software. Error code 0x Installation failed with error code 0x Make sure, you have completely extracted the content of the installation archive (RPAExpressInstaller.zip) on your local drive. Disable your anti-virus or anti-malware software. Error code 0x Installation failed with error code0x RPA Express is installed using Windows Explorer Compressed Folder Tools or from a network location. First check, if the installation package (RPAExpressInstaller.zip) is not corrupted. If it is so, re-download it. Make sure, you have completely extracted the content of the installation archive (RPAExpressInstaller.zip) on your local drive. RPA Express launch The section describes how you can solve issues, that may occur during the launch of RPA Express.

RPA Express launch gets stuck showing splash screen During RPA Express launch the splash screen appears on screen and remains open without any further progress.

5 RPA Express launch gets stuck showing splash screen During RPA Express launch the splash screen appears on screen and remains open without any further progress. Killing RPA Express in Task Manager and re-start do not help. Attention The issue affects RPA Express released before the version Some of RPA Express files are locked by other processes. Exit from RPA Express using the tray icon or, if no icon is shown in the tray, killl the RPA Express processes with Task Manager as described in RPA Express does not respond issue. Delete the following files: a. RPA Express log files: i. ii. iii. iv. C:\RPAExpress\RPA\wfagent\logs-rpax\status-agent-process.log C:\RPAExpress\RPA\wfagent\logs-rpax\status-agent-error.log C:\RPAExpress\RPA\wfagent\logs-rpax\status-agent.log C:\RPAExpress\RPA\wfagent\logs-rpax\metrics.log b. Eclipse Manager file: i. C:\RPAExpress\Recorder\configuration\org.eclipse.osgi\.manager\.fileTableLock Attention Location of the files depends on the path to the place, where you have installed RPA Express. 3. Restart RPA Express.

6 Platform Monitor cannot be opened You cannot open Platform Monitor Exception: dns_unresolved_hostname Exception details: Your requested host "pm.rpa-express.local" could not be resolved by DNS. Requested URL: Probably, RPA Installer wasn't able to access your hosts file, therefore you need to: open the hosts file as administrator for editing ( see this tutorial) add the following string to the hosts file: rpa-express.local pm.rpa-express.local

7 3. Try to execute the following commands from the Command Prompt window (Win + R > cmd): ping rpa-express.local ping pm.rpa-express.local 4. The result should look like the following:

URL to Platform Monitor cannot be resolved by DNS: b.

8 Platform Monitor page is unreachable Problems with connection to the RPA Express components, for example: a. URL to Platform Monitor cannot be resolved by DNS: b. Connection to Platform Monitor via localhost cannot be established:

Your computer is connected to the network via a proxy-server, and the connection is managed by network administrators. a. Go to Control Panel Internet Options and click LAN settings b.

9 Your computer is connected to the network via a proxy-server, and the connection is managed by network administrators. a. Go to Control Panel Internet Options and click LAN settings b. Check, if there is a proxy specified in Automatic configuration (it can not be changed).

c. Contact your network administrator and request to add the following resources to exceptions: rpa-express.local pm.pra-express.local localhost 12

10 c. Contact your network administrator and request to add the following resources to exceptions: rpa-express.local pm.pra-express.local localhost Your computer is connected to the network via a proxy-server. a. Go to Control Panel Internet Options and click LAN settings b. Make sure, Use a proxy server for your LAN is selected, an address and a port are specified for your connection

11 c. Click Advanced to open Proxy Settings d. e. Add rpa-express.local and pm.pra-express.local to Exceptions and click OK. Select Bypass proxy server for local addresses.

Control Tower failed to start Control Tower cannot start. Cause - "Not enough storage is available to process this command" a. b. Solution: Edit registry.

12 Control Tower failed to start Control Tower cannot start. Cause - "Not enough storage is available to process this command" a. b. Solution: Edit registry. Disable Microsoft Security Essentials (if installed). Check, that all ports used by RPA Express are open: Platform Monitor S3 File Storage (Minio) Nginx Tomcat Mysql Postgres RPA Grid (Bot Manager) RPA Node 3. Check that UAC (User Account Control) is set to either on of the following options: a. b. Never notify Notify me only when programs/apps try to make changes to my computer 4. Check Firewall inbound rules ( Firewall Advanced settings). It should be enabled for: a. b. c. d. RPAExpress Java RPAExpress Minio RPAExpress MySQL RPAExpress Nginx e. RPAExpress Postgres Working with RPA Express

The section describes how you can solve issues, that may occur while working with RPA Express. RPA Recorder failed to start You launch RPA Recorder, but it doesn't start. Open recorder.

13 The section describes how you can solve issues, that may occur while working with RPA Express. RPA Recorder failed to start You launch RPA Recorder, but it doesn't start. Open recorder.ini file, which is located in $INSTALL_DIR/Recorder This file should contain the path to Portable Java installed by RPAe Installer. Example: Bot Manager cannot be started Bot Manager is stopped and cannot be started from the tray menu

while your machine is not connected to the network either by Ethernet or Wi-Fi. It is necessary to enable a Network interface. Important note It does not mean you should have access to Internet. 3.

14 while your machine is not connected to the network either by Ethernet or Wi-Fi. It is necessary to enable a Network interface. Important note It does not mean you should have access to Internet. 3. Exit from RPA Express using the tray menu. Install Microsoft Loopback Adapter as described on Microsoft TechNet web-site. or follow the instruction below (for Windows 10): a. Open Properties from My Computer: b. Open Device Manager:

15 c. Open Action and select Add legacy hardware: d. Click Next in Add Hardware Wizard: e. Choose Install the hardware that I manually select from a list (Advanced) and click Next:

16 f. Select Network adapters in the hardware types and click Next: g. In the Select the device driver dialog choose: i. ii. Manufacturer Microsoft Model Microsoft KM-TEST Loopback Adapter and click Next:

17 h. Click Next to install: i. Wait until the installation ends and click Finish to complete:

j. Open Device Manager to make sure, that the Lookback Adapter is installed and enabled: 4. 5. Wait until the connection is established.

18 j. Open Device Manager to make sure, that the Lookback Adapter is installed and enabled: Wait until the connection is established. Open Command Prompt and use ipconfig to check the status of all network interfaces. Make sure, the Loopback Adapter has got the ip-addresses:

19 6. Start RPA Express. 7. Check the Bot Manager status in the tray menu: Unable to open recording While opening a recording created with a older version of RPA Express, migration fails with the following error:

When you click OK, Recorder cannot open the recording: Your recording is created with an old version of RPA Express and cannot migrate automatically due changes in the action model. 3.

20 When you click OK, Recorder cannot open the recording: Your recording is created with an old version of RPA Express and cannot migrate automatically due changes in the action model. 3. Close the tab that shows you the error and close Recorder. Open your recording with a text editor. Find the string in the XML header, which contains a wrong version number (see example below) xmlns:recorder=" 4. Change the namespace manually to the version of RPA Express currently installed on your machine (for example, 7) xmlns:recorder=" Save your changes. Close the text editor. Start Recorder and open the recording. Repeat the procedure to all recordings created with an older RPA Express version, which fail to migrate automatically.

21 Recording is not playing You click Playing recording, but the "Unable to connect with Robot" message emerges. Check Bot Manager status. Probably, it's not started. To start Bot manager, open RPA Express tray menu and click Start in the Bot Manager section.

22 If it does not help, choose All Components > Restart Recording is playing in RPA Recorder but not in Control Tower You play the Recording in the RPA Recorder and it is run without errors. But after publishing the Recording to the Control Tower it is not playing. If you use path to files in your actions (Enter Keystrokes, Launch Application), make all backslashes doubled, for example: C:\\Program Files\\Your Super Software\\Installer.msi Cannot publish a recording to Control Tower

23 You are getting an error while trying to publish a recording to Control Tower. The following line is present in RPA Recorder logs: "The project description file (.project) for 'recording name' was missing." Check the following: Verify that your Control Tower is up and running. If not, start (re-start) it from the tray menu. Check that sample business processes can be executed in Control Tower. If all items above are working well, probably you copied RPA Recorder workspace and lost properties file. In that case, do the following: Backup your recordings from C:\Users\YOUR_USERNAME\workfusion-workspace\rpae_project to some other folder Delete workspace C:\Users\YOUR_USERNAME\workfusion-workspace (whole folder), Recorder should NOT be running at this moment Open recorder and create new recording - it will automatically create new workspace. Restore backed-up in step 1 recordings to C:\Users\YOUR_USERNAME\workfusion-workspace\rpae_project 5. Try to publish the recording again. Recorder gets too slow While working with RPA Express Recorder the application is getting extremely slow. The maximum memory allocation pool for a Java Virtual Machine (JVM) has been exceeded by the Recorder. Go to Recorder's folder (default is C:\RPAExpress\Recorder\ ). Find and open the Recorder's configuration file ( recorder.ini ).

3. Find the Xmx flag. Default value is 1024m, that equals to 1024 MB of memory. 4. 5. 6. Change the value of the flag to 2048m to double the size of the memory pool.

24 3. Find the Xmx flag. Default value is 1024m, that equals to 1024 MB of memory Change the value of the flag to 2048m to double the size of the memory pool. Save and close the configuration file. Start the recorder. RPA Express does not respond RPA Express has got non-responsive and stays so for a long time. You should end all RPA Express process by hand. For that purpose we recommend to use Process Explorer (Windows Sysinternals tool), as the standard Windows Task Manager is not convenient to handle multiple processes. 3. Go to Process Explorer page. There you can find a description of the tool and the download link. Download Process Explorer and unpack it to a local folder on your computer. Start Process Explorer (procexp.exe) and accept EULA. Process Explorer opens.

Select the task, right click and choose Kill Process Tree in the context menu. 6.

25 4. Find the following tasks: a. b. two cmd.exe with multiple sub-tasks recorder.exe (if you have already started RPA Express Recorder) 5. Select the task, right click and choose Kill Process Tree in the context menu. 6. Repeat the step for each task mentioned above. Failed to execute OCR Action During playback of a recording, the Recorder fails to execute the OCR action.

The variable to save the OCR action result is not selected: Select the variable and restart the playback of the recording. The image is not selected: Select the image for the OCR Action.

26 The variable to save the OCR action result is not selected: Select the variable and restart the playback of the recording. The image is not selected: Select the image for the OCR Action. The OCR license is expired. Update your RPA Express as described in the How to update RPA Express section. During Uninstall or Re-install RPA Express cannot be uninstalled or re-installed

27 When trying to uninstall RPA Express through the standard installation wizard, the process can not complete. RPA Express installation has got corrupted or been improperly deleted. Re-cache the corrupted or deleted.msi files using the RPA Express installation file 3. Find your RPA Express installation file (RPAExpressInstaller.zip) or download a fresh copy. Extract the package from the archive to your local folder. Run the Command Prompt from the folder with RPA Express installer and re-cache the fixed MSI with the following command: msiexec /fv "resources\workfusion RPA Express.msi" 4. Run uninstall procedure through the standard wizard. Use Microsoft Uninstall Troubleshooter Go to official page and download Uninstall Troubleshooter: ed Run Uninstall Troubleshooter 3. Choose Uninstalling

28 4. Find RPA Express 5. Try uninstall RPA Express

29 Repairing and uninstalling process can take up to 8 hours. How to Send Logs Hint RPA Express logs contain the information about events and messages, produced by RPA Express components, and short list of the system properties, such as OS version, CPU type and RAM size. No sensitive information is collected and included. It's safe to send them out to WorkFusion by any means ( or via the forum as a private message or an attachment to your post). Installation logs If you see the following window during or after installation:

$and your PC meets the RPA Express requirements, complete the following steps: Go to % HOMEDRIVE% %HOMEPATH% \AppData\Local\Temp\ folder.$

30 and your PC meets the RPA Express requirements, complete the following steps: Go to % HOMEDRIVE% %HOMEPATH% \AppData\Local\Temp\ folder. For example: c:\users\{user name}\appdata\local\temp\ Find all files that start with " WorkFusion_RPA_Express " and have the.log extension. For example: WorkFusion_RPA_Express_ log 3. Alternatively, you can run the installer from the Command Prompt window with the following parameters to create the log files in the same folder with installer: RPAExpressInstaller.exe -log log.txt Create a ZIP archive from these files. Post this log archive and description of your issues to WorkFusion Forum or send emal to rpaexpress@workfusion.com. RPA Express Component logs If one of RPA Express components is not working properly after a successful installation, and your PC meets the RPA Express r equirements, complete the following steps: Open Platform Monitor > Command Board (from tray or type in browser address line)

31 Click the Execute button opposite to the required command (command which starts a failed/unavailable component). 3. Copy the response text and send it to WorkFusion representatives (preferably on Forum - pa-express)

$RPA Recorder Logs Go to the C:\Users\%USERNAME%\workfusion-workspace\.metadata folder and zip its contents.$

32 RPA Recorder Logs Go to the C:\Users\%USERNAME%\workfusion-workspace\.metadata folder and zip its contents. Control Tower logs If you experience some issues, you can send us a report by click the Send report link. This action will generate a detailed report and open your default client with system info: All you need for sending the report is to: Go to WorkFusion's folder in the RPA Express installation folder (default is C:\RPAExpress\Workfusion\ ) Attach the report.zip file to the .

33 3. Send the to Control Tower logs (Tray menu is not available) If you experience some issues with starting WF-Agent (Tray menu) Go to INSTALL_DIR\RPA\wfagent Right click on rpae-report.ps1 Run with PowerShell This action will generate a detailed report and open your default client with system info: All you need for sending the report is to: 3. Go to WorkFusion's folder in the RPA Express installation folder (default is C:\RPAExpress\Workfusion\ ) Attach the report.zip file to the . Send the to rpaexpress@workfusion.com.

If your machine is not connected to any network, you can configure the Microsoft Loopback Adapter to simulate a network connection.

If your machine is not connected to any network, you can configure the Microsoft Loopback Adapter to simulate a network connection. Getting Started Important notes Before you launch RPA Express, make sure to enable network connection on your machine. To use RPA Express, connection to the Internet is not needed. Though, some components