DriveWorks Pro 22

How To: Troubleshoot DriveWorks Live (KB14021401)

How To: Troubleshoot DriveWorks Live

This article gives guidance when troubleshooting DriveWorks Live.

Eliminate The Web Browser As The Cause

When encountering error messages displayed in a browser it is always beneficial to establish if the message occurs without a web browser.

DriveWorks Live allows a Specification to be created in the application (as in DriveWorks Administrator or DriveWorks User).

To run a Specification through the DriveWorks Live application:

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 the same message occurs the browser can be eliminated as the cause.

Error the device is not ready

This message will be displayed when Project references are incorrect on the DriveWorks Live machine.

To resolve this:

1. Launch DriveWorks Data Management on the DriveWorks Live machine, and Log in to the Group that is having the issue.
2. Select Projects from the DriveWorks Data Management Task Explorer.
3. The missing references will be displayed in red.

   

4. Refer to the topic Update Projects Location to correct the issue.
5. Restart DriveWorks Live to ensure the correct references are loaded.

Error The project could not be loaded

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

To confirm this is the cause, run a Specification through DriveWorks Live (See Eliminate The Web Browser As The Cause above).

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

Please see Missing Plugin References for more information.

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

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 the service, DriveWorks Live Floating License Server [version number].
   In DriveWorks v18.0 and older the name of this service is:

   DriveWorks Live Synchronization Server

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.

The group could not be opened, check that it exists and you have permissions to access it.

The most common causes of this error are with the following:

• Incorrect credentials supplied to Login
• If DriveWorks Live is run through IIS an incorrect or no Group is specified in the .config file

To resolve this:

1. Check the credentials used exist and have the correct permission in DriveWorks Administrator Security Settings.
2. Ensure the Name provided in the Group Connection String exists and matches the name of the Group being logged into.

The group could not be opened. Check the path to the group is correct and does not contain any of the following characters \ / : * ? < > |

The most common causes of this error is with the following:

• When DriveWorks Live is run through IIS an incorrect name or no Group is specified in the .config file

To resolve this:

1. Ensure the Name provided in the Group Connection String exists, does not contain invalid characters and matches the name of the Group being logged into.

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.