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2014 Software Global Client Conference
Troubleshooting
IntelaTrac
Session 2
By
Brad Jones
Kevin Michael
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2014 Software Global Client Conference
Troubleshooting IntelaTrac
● Synchronization Service
● Scheduling Service
● DTS Service
● Database
• Integrity Report
• Invalid GUID’s
• Phantom Procedure
● Web Reports
● Web Report Scheduling Service
2014 Software Global Client Conference
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
2014 Software Global Client Conference
Synchronization Service Config
2014 Software Global Client Conference
Synchronization Service Config
● Workstation transfer error, invalid workstation permission
● Socket Exception, verify Synchronization service is running
● Timeout waiting for registration from server
2014 Software Global Client Conference
Synchronization Service
● Common to find cause of transfer errors in sync logs
● Restarting Synchronization service will resolve most simple issues
2014 Software Global Client Conference
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.
2014 Software Global Client Conference
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
2014 Software Global Client Conference
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
2014 Software Global Client Conference
Database Troubleshooting
IntelaTrac Upgrade Report
2014 Software Global Client Conference
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
2014 Software Global Client Conference
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:
2014 Software Global Client Conference
Database Troubleshooting
Missing/Empty Procedure
Caused usually by an error during release
Issue: Procedure becomes unassociated with the current revision
2014 Software Global Client Conference
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***/
declare @PK uniqueidentifier
set @PK = (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 = @PK order by InternalRevisionNo
desc)
where Procedure_PK = @PK
2014 Software Global Client Conference
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
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Web Reports
401 errors are due to Authorization settings in IIS
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WebReports
Database Connection errors can
be resolved with the Connection
String Editor located in the
IntelaTrac Web Report folder.
2014 Software Global Client Conference
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, email is not going out and report is not cached.
● Service starts, email is not going out and report is cached.
2014 Software Global Client Conference
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'
2014 Software Global Client Conference
Web Report Scheduling Engine
Service is running, Email 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
2014 Software Global Client Conference
Web Report Scheduling Engine
Service is running, Email is not going out, Report is cached
● SMTP configuration is incorrect
WebConfigEditor
● Email address is bad
● Email is being blocked by SMTP server
2014 Software Global Client Conference
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.
2014 Software Global Client Conference
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All trademarks are owned by Schneider Electric Industries SAS or its affiliated companies or their respective owners.
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