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How To: Troubleshoot DriveWorks Pro Server Connection (KB13103030)

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How To: Troubleshoot DriveWorks Pro Server Connection

This article discusses issues relating to DriveWorks Pro Server.

Cannot connect to DriveWorks Pro Server (DriveWorks 23 Onwards)

Cause:

DriveWorks Pro Server Service not running

To check this, navigate to the Groups page in the Pro Server Web Application.

If the expected Groups are listed the Pro Server Service is running and Pro Server has been set up correctly.

If no Shared Groups are listed ensure the service Status is displaying running in Windows Services.

See DriveWorks Pro Server Service In Windows Services below for more information.

Firewall settings on the Pro Server machine are blocking access

To establish if the firewall is preventing access we recommend disabling the firewall on the Pro Server machine temporarily and try re-connecting from the DriveWorks application that is trying to access the Pro Server.

If this is then successful re-enable the firewall and apply the inbound rules outlined in the topic How To: Configure Windows Firewall for Pro Server.

DriveWorks Pro Server machine name not found

This is only relevant if the discovery port (outlined in the topic How To: Configure Windows Firewall for Pro Server) is not open and the machine name is being manually entered (incorrectly).

The machines cannot communicate with the Pro Server machine

Check the connection between the machines.

On the machine trying to connect to Pro Server:

  • Ping the DriveWorks Pro Server machine.
    1. Open Windows Command Prompt
    2. Type ping <machine name>

      Replace <machine name> with the name of the DriveWorks Pro Server machine.

      More information on this can be found in the Microsoft Learn topic ping.

    3. Press Enter on the keyboard.
  • Use Test-NetConnection via Windows PowerShell, which enables you to target a specific port as well to determine connection:
    1. Open Windows PowerShell
    2. Type Test-NetConnection -ComputerName "<machine name>" -Port 54380

      Replace <machine name> with the name of the DriveWorks Pro Server machine.

      54380 is the default ApplicationHttpPort DriveWorks Pro Server will use.

      This will change if the DriveWorks Pro Server Configuration File has been modified to use a different port for the ApplicationHttpPort or ApplicationHttpsPort.

      See Configuration File - Port Settings for more information.

      More information on Test-NetConnection can be found in the Microsoft Learn topic Test-NetConnection.

    3. Press Enter on the keyboard.

If these tests fail consult with the department responsible for your companies IT systems.

Incompatible DriveWorks versions installed

Ensure all installed DriveWorks Modules are version matched.

Installed service packs of major versions must match.

For example:

A machine running DriveWorks Administrator 23 SP0 will not be able to connect to a machine running DriveWorks Pro Server 23 SP1.

A Trust Zone is required

Once all of the above has been verified, a Trust Zone may be required to be added in the Pro Server Web Application due to the current IT/Network setup.

This requires a Location to be added that includes the IP Range of the machine that cannot connect to Pro Server.

Once added this will require mapping to a Zone which sets what the users of that machine can access.

Cannot connect to DriveWorks Pro Server (DriveWorks 22 and DriveWorks 21)

Cause:

  • Firewall settings on the Pro Server machine are blocking access.
  • DriveWorks Pro Server machine name not found
  • DriveWorks Pro Server Service not running
  • Incompatible DriveWorks versions installed

Solution:

  • Adjust Firewall settings on the machine that hosts the DriveWorks Pro Server.

    To establish if the firewall is preventing access we recommend disabling the firewall on the Pro Server machine temporarily and try re-connecting from the DriveWorks application that is trying to access the Pro Server. If this is then successful re-enable the firewall and check the following settings:

    • Set an inbound rule to allow port 8025 on UDP

      This port is used to allow any DriveWorks application on the network to discover this instance of the Pro Server.

    • Set an inbound rule to allow port 8000 on TCP

      This port is used for the actual data connection to the Pro Server.

  • Check the machine name of the Pro Server was entered correctly.

    This is only relevant if the discovery port is not open and the machine name is being manually entered.

  • Ensure the DriveWorks Pro Server Service is running.
  • Ensure all installed DriveWorks Modules are version matched.

Group not appearing in the Groups List

Cause:

  • Connected to a different DriveWorks Pro Server in which the expected Group does not exist.
  • Incompatible DriveWorks versions installed

Solution:

  • Ensure the correct DriveWorks Pro Server is specified.
  • Ensure all installed DriveWorks Modules are version matched.

DriveWorks Pro Server Service frequently stops

Cause:

  • DriveWorks Pro Server Service User does not have the correct permissions in SQL Server

Solution:

  • When using SQL Authentication, ensure the SQL User registered in the DriveWorks Pro Server Configuration Tool has the correct permissions to the Group (Database in SQL Server)
  • When using Windows Authentication, ensure the DriveWorks Pro Server Service User has the correct permissions to the Group (Database in SQL Server):

    When testing the connection in the DriveWorks Pro Server Configuration Tool (using Windows Authentication) the test is performed against the logged in user on the machine and NOT the user that the Pro Server Service is running as.

    1. Launch Windows Services (see DriveWorks Pro Server Service In Windows Services).
    2. Locate the DriveWorks Pro Server [version number] service Right Click and select Properties.
    3. From the DriveWorks Pro Server Properties dialog activate the Log On tab.
    4. Select the option 'This account' and press the 'Browse' button.
    5. Enter a valid user name into the window at the bottom of the dialog and press the Check Names button. This will bring back the full user name.
    6. Click 'OK' and then enter the Password for this user and repeat in the Confirm password field.
    7. Click 'Apply' and 'OK' to apply this change and close the dialog.
    8. Right click on the DriveWorks Pro Server service and select Restart.

If the problem persists, this may be an indication of a bigger issue, in which case look for an exception report in the Pro Server Exception reports folder located here: C:\Windows\System32\config\systemprofile\AppData\Local\DriveWorks\Health\Pending

The SQL Authentication User or Windows Authentication User set up in DriveWorks requires the following permissions in SQL Server

  1. Database Lookup - To allow DriveWorks Groups (SQL Databases) to be visible to DriveWorks
  2. Database Creation - For creating new DriveWorks Groups
  3. Database Deletion - If a DriveWorks Group is to be deleted from the Pro Server Configuration Tool
  4. Table creation and updates - mainly for upgrades from one major version of DriveWorks to another
  5. Data read and write - for general DriveWorks/SQL Server interaction

There was a problem connecting to Pro Server. Please make sure the service is running.

When clicking the Test Connection button in the SQL Server section of DriveWorks Pro Server, the following message could be displayed.

Cause:

This could be caused by the following:

  • No SQL Server is selected in the Server field.
  • Required Windows Features are unavailable.

Solution:

  • Ensure a SQL Server is selected, see Connect to a SQL Server for more information.
  • Ensure TCP Port Sharing is enabled in Windows Features.
    1. From Windows Add or remove programs, select Optional features and then More Windows features.
    2. Expand .NET Framework <version> Advanced Services, and then expand WCF Services.

      <version> will be the latest version of .NET that is installed (for example 4.8).

    3. Select TCP Port Sharing.

    4. Click OK.
    5. Close and re-open DriveWorks Pro Server and once a Server is selected click the Test Connection button.

There was a problem refreshing the group list: Could not connect to net.tcp://localhost:8000/DriveWorks/##/GroupAdminService.

When clicking the Refresh List button in the Groups section of DriveWorks Pro Server, the following message could be displayed.

Cause:

This could be caused by the following:

  • No SQL Server is selected in the Server field.
  • Required Windows Features are unavailable.

Solution:

  • Ensure a SQL Server is selected, see Connect to a SQL Server for more information.
  • Ensure TCP Port Sharing is enabled in Windows Features.
    1. From Windows Add or remove programs, select Optional features and then More Windows features.
    2. Expand .NET Framework <version> Advanced Services, and then expand WCF Services.

      <version> will be the latest version of .NET that is installed (for example 4.8).

    3. Select TCP Port Sharing.

    4. Click OK.
    5. Close and re-open DriveWorks Pro Server and click the Refresh List button.

DriveWorks Pro Server Service In Windows Services

The status and properties of the DriveWorks Pro Server service can be viewed in the Windows Services application.

  1. In the Windows search bar type Services.
  2. Click open on the Services (System) application.
  3. Scroll through the list of services to DriveWorks Pro Server [version number]

To start or stop the service:

  1. Right click DriveWorks Pro Server [version number].
  2. Select Start, Stop or Restart from the context menu.

    The service may need to be restarted if the service properties have been changed.

Knowledge Base Article Ref:KB13103030
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