DriveWorks Pro 17: How To: Troubleshoot DriveWorks Live (KB14021401) [send feedback...]

How To: Troubleshoot DriveWorks Live

This article gives guidance when troubleshooting DriveWorks Live.

Please contact your system administrator to activate or configure...

The most common causes of the error below are with the DriveWorks Live Synchronization Server Service, either:

  • Not started


  • Running as a user with insufficient permissions

To resolve this:

  1. From Windows, launch Services.
  2. Locate DriveWorks Live Synchronization Server [version number].
  3. Right click the service and select Properties.
  4. In the General tab ensure the Startup type is set to Automatic and the Service Status is Running.
  5. Select the Log On tab and enter the details of the user required to run the service.
  6. If the Log On details change the service will need to be restarted.

Exception Report Not Found

When an exception report is created in DriveWorks Live, it may fail to save in the expected Health directory because of how IIS is configured.

For instance when IIS is configured with the following settings:

  • The Application Pool is running as a local administrator or as ApplicationPoolIdentity.
  • And the Application Pool advanced setting "Load User Profile" is set to False.

Under these conditions any exception report created by DriveWorks Live will be saved to:


Any other settings applied to IIS that result in the above folder being unavailable will result in the report being saved to:


Knowledge Base Article Ref:KB14021401

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