2014 Software Global Client Conference

Transcription

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2 Troubleshooting IntelaTrac Session 2 By Brad Jones Kevin Michael

3 Mobile App: Please take a moment Check into Session by: Select Detailed Schedule Select the specific session Click on Check in Take Session Survey by: Select Detailed Schedule Select the specific session Scroll Down to Survey and Provide Feedback

4 Troubleshooting IntelaTrac Synchronization Service Scheduling Service DTS Service Database Integrity Report Invalid GUID s Phantom Procedure Web Reports Web Report Scheduling Service

5 Synchronization Service The IntelaTrac Synchronization Service handles transfer of data between Mobile IntelaTrac and the database. Logs to ArchestrA Logger Sat.Synchronization.Service.config (Located in service install directory) Troubleshoot transfer issues Service starting issues

6 Synchronization Service Config

7 Synchronization Service Config Workstation transfer error, invalid workstation permission Socket Exception, verify Synchronization service is running Timeout waiting for registration from server

8 Synchronization Service Common to find cause of transfer errors in sync logs Restarting Synchronization service will resolve most simple issues

9 IntelaTrac Sync Start Error Sometimes one or more IntelaTrac services fails to start and when investigating the system logs in Microsoft event viewer we find the following two error messages associated with the service: The IntelaTrac Sync Service service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion. A timeout was reached (30000 milliseconds) while waiting for the IntelaTrac Sync Service service to connect. When the service attempted to start it went over 30 seconds (30000milliseconds) in establishing the connection to the database. Resolution: Extend the timeout period for the service startup to 60 seconds. To do so: Click Start, click Run, type regedit, and then click OK. Locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control In the right pane, locate the ServicesPipeTimeout entry. Note If the ServicesPipeTimeout entry does not exist, you must create it. To do this, follow these steps: On the Edit menu, point to New, and then click DWORD Value. Type ServicesPipeTimeout, and then press ENTER. Right-click ServicesPipeTimeout, and then click Modify. Click Decimal, type 60000, and then click OK. This value represents the time in milliseconds before a service times out. Restart the computer.

10 IntelaTrac Scheduling Service Service that activates scheduled procedures Service not running will cause procedures not to be scheduled at the start of the shift. Logs errors to ArchestrA Logger Verify Database connection configuration in Sat.Scheduling.Service.config Out of Memory Exception Restart Service to resolve Restarting Service resolves most errors

11 IntelaTrac DataTransformation Service Synchronizes Data with External Work Order Request systems Synchronizes Active Directory Logs to ArchestrA Logger Troubleshooting Work Order notification synchronization errors Troubleshooting Work Order asset synchronization errors Troubleshooting Work Order list synchronization errors SAT.DTS.Service.exe.config for issues with starting service

12 Database Troubleshooting IntelaTrac Upgrade Report

13 Database Troubleshooting Located in same folder as utility. Ex. \IntelaTrac 4.3 SP1\Wonderware\Products\Utilities\IntelaTracUpgradeReport and Documentation folder. Solutions to most integrity items SQL to locate exact integrity issue records

14 Database Troubleshooting Invalid GUID s Common cause of upgrade failures when Integrity Report is clean Causes constraint errors Requires elevated SQL permissions to execute Contact Support to get SQL Results:

15 Database Troubleshooting Missing/Empty Procedure Caused usually by an error during release Issue: Procedure becomes unassociated with the current revision

16 Database Troubleshooting Missing/Empty Procedure cont. Resolution: /**Find**/ select distinct ib.name as Base, spr.title as ProcedureName from dbo.sat_procedure_revisions spr join SAT_Procedures sp on sp.procedure_pk = spr.procedure_fk join ISMGT_BASE ib on ib.base_pk = sp.base_fk where sp.working_revision_fk is null and sp.released_revision_fk is null /***Fix***/ uniqueidentifier = (select top 1 procedure_pk from SAT_Procedures where Released_Revision_FK is null and Working_Revision_FK is null) update SAT_Procedures set Working_Revision_FK = (select top 1 Procedure_Revision_PK from SAT_Procedure_Revisions where Procedure_FK order by InternalRevisionNo desc) where Procedure_PK

17 Web Reports Web Reports If Web Reports is not creating a log file while in debug mode make sure the IIS User has Read/Write/Modify permissions to Logs folder

18 Web Reports 401 errors are due to Authorization settings in IIS

19 WebReports Database Connection errors can be resolved with the Connection String Editor located in the IntelaTrac Web Report folder.

20 Web Report Scheduling Engine Reads database for Web Report schedules then requests the report URL from the Web Report server. Logs to Log folder within Scheduling Engine installation folder. WebReportsSchedulingEngine.exe.config Service Start errors Service starts, is not going out and report is not cached. Service starts, is not going out and report is cached.

21 Web Report Scheduling Engine Service Won t Start Check Service Logs and Event Viewer Common Causes Database connection string is incorrect in config Competing Lock in SAT_Locks table of Dababase SELECT * FROM [SAT_Locks] where tablename = 'WebReportsSchedulingEngine Delete FROM [SAT_Locks] where tablename = 'WebReportsSchedulingEngine'

22 Web Report Scheduling Engine Service is running, is not going out, Report is not cached URL in config file is not correct Report is timing out Service is being blocked from WebReport page 401 error Anonymous Authentication 404 error - IIS User does not have proper permission to Scheduling folder

23 Web Report Scheduling Engine Service is running, is not going out, Report is cached SMTP configuration is incorrect WebConfigEditor address is bad is being blocked by SMTP server

24 Technical Support Information From the IntelaTrac System Installation Guide Wonderware Technical Support offers a variety of support options to answer any questions on Wonderware products and their implementation Before you contact Technical Support, refer to the relevant section(s) in the installation guide for a possible solution to the problem. You could also run the Database Integrity report from the IntelaTracUpgradeReport utility If you need to contact technical support for help, have the following information ready: The type and version of the operating system you are using. Details of how to recreate the problem. The exact wording of the error messages you saw. Any relevant output listing from the Log Viewer or any other diagnostic applications. Details of what you did to try to solve the problem(s) and your results. If known, the Wonderware Technical Support case number assigned to your problem, if this is an ongoing problem.

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