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How To: Troubleshoot DriveWorks Live (KB14021401)

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How To: Troubleshoot DriveWorks Live

This article gives guidance when troubleshooting DriveWorks Live.

Error: Project could not be loaded

This error maybe a result of not having the correct PowerPacks or Plugins installed.

To confirm this is the cause, run a Specification through DriveWorks Live:

  1. Launch the DriveWorks Live application on the machine that is hosting the site.

    Open the Group that contains the Project that displays the message.

  2. Select Specification Explorer.
  3. Click New to start a new Specification.

    If more than one Project exists, select the Project that displays the message.

  4. If Plugins are missing on this machine the Repair Project dialog will be displayed.

    Please see How To: Troubleshoot Missing Plugin References for more information.

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

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

  • Not started

    Or

  • Running as a user with insufficient permissions

To resolve this:

  1. From Windows, launch Services.
  2. Locate DriveWorks Live Floating License 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:

C:\Windows\System32\config\systemprofile\AppData\Local\DriveWorks\Health\Pending

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

C:\Windows\Temp\DriveWorks\Health

An unhandled exception occurred, but an exception report could not be saved to the Health directory.

This issue can be caused by out of date DriveWorks Live Theme files.

To test this, open the site directly in DriveWorks Live:

  1. On the machine hosting DriveWorks Live, launch DriveWorks Live (the application).

    Log-on to the required Group.

  2. From Stage 1: Specification, select Live.
  3. Click the Start button.

    If necessary select the Theme being used.

  4. The message below will be displayed:

    The theme cannot be started because it was created in an older version of DriveWorks, please upgrade it or create a new theme.

To resolve this issue:

Ensure the DriveWorks Live Theme file version match the version of DriveWorks Live being used.

Customized DriveWorks Live files

Please review any possible customizations made to the existing DriveWorks Live files and copy into the new files.

Knowledge Base Article Ref:KB14021401