Troubleshooting

The following sections provide information about possible causes and solutions to common issues.

The Login Page is Not Reachable

Some common mistakes can be:

  • Port 80 is blocked
  • The server name is not being resolved by DNS.
    Try accessing the site locally (with http://localhost) or via its IP address.
  • The database is off line or not reachable

Issues Watching Network Shared Folders

Make sure the following three items are met.

  1. Use the Polling Directory Watcher trigger rather than the Directory Watcher trigger.
    The polling directory watcher uses a timed interval to ensure it captures file system events from networks properly.
    Note: The Quick Publisher defaults to using the Directory Watcher trigger. Switch this out if appropriate.
  2. Use the Universal Naming Convention (UNC) path rather than a mapped drive.
  3. Appropriate Pipeline Service Credentials
    The login credentials for the Pipeline Service must have appropriate rights to the network share folder and files as well as appropriate rights on server the service is running on. The default is the “Local System Account”.
    To change the credentials:
    1. Open Windows Services
    2. Stop the Pipeline service.
    3. Open its Properties and the Log On tab.
    4. Set the account and password credentials.
    5. Click OK.

Pipeline Service fails to start

Make sure the ArangoDB database is accessible.

On a Linux system make sure the following command is run so the ArangoDB service listens inbound endpoints.

cat /etc/arangodb/arangod.conf | sed 's/endpoint = tcp:\/\/127.0.0.1:8529/endpoint = tcp:\/\/0.0.0.0:8529/' > /etc/arangodb/arangod.conf.new ; cp /etc/arangodb/arangod.conf.new /etc/arangodb/arangod.conf

service arangodb restart

ArangoDB is not reachable

Make sure the firewall allows traffic through the ArangoDB port

The Pipeline Manager page does not update in real time

I Deleted Locations, How Do I Get Them Back?

If you accidentally deleted Locations from the Admin > Locations page, you can recreate them by following these steps.

  1. For location in question, go to the respective web server.
  2. Copy the information from the C:\inetpub\wwwroot\Centro\Configuration\location.config file. Each value is specific to your configuration. The important information to note are: LocationName, LocationKey, and LocationUri.
    Example
  3. Login to the ArangoDB web interface. Typically, this will be http://<server name or IP address>:8529
  4. Click COLLECTIONS.
  5. Open the Locations collections.
  6. Click the ‘+’ to create a new Location.
  7. Enter the value taken from the LocationKey entry from the location.config file.
  8. Left-mouse click on the empty object icon and select Append!
  9. Enter “Name” as the object name (be careful as this is case-sensitive).
  10. Enter the name value taken from the LocationName value from the location.config file.
  11. Select Append! again.
  12. Enter “Uri” as the object name (be careful as this is case-sensitive).
  13. Enter the uri value taken from the LocationUri value from the location.config file.
  14. Click Save.
  15. Repeat for any additional Locations that were deleted.

See Distributed Deployment.

3D Search does not work

If the 3D Duplicate/Similar search does not work either from the Catalog Part View Page, or from the Home Search Page, check the following;

  • Ensure that folder permissions are set correctly. See Custom User Folder Access for more details.
  • Most importantly, the IIS application pool (CentroPool) must have permissions to the 3D Search folder/file.
    • If the proper permissions are not given users may get the following error:
      error: "ShapeIndexInitialisationError"
error_code: 5003

      error_description: "Unable to access 3D Search Index.
See log for more details."
    • The following steps describes how to set the application pool permissions.
      1. In Windows Explorer, open the “Properties” of the folder or file you want to set permissions for.
      2. Select the “Security” tab
      3. Click the “Edit” and then “Add” button
      4. Click the “Locations” button and make sure you select the local machine. (Not the Windows domain if the server belongs to one.)
      5. Enter “IIS AppPoolCentroPool” in the “Enter the object names to select:” text box.
      6. Click the “Check Names” button and click “OK”.

WebApp fails to connect and services fail to start after DB Update and/or Password change

If the ArangoDB User and/or password changes, or was entered incorrectly during installation, the WebApp will not connect to Catalog and the services will not start.

Here are the steps to Reset the DB User/Password in the “connectionSettings.config” files to resolve the issue.

1.      Locate files

  • Go to the following folders
  • C:\inetpub\wwwroot\Centro\Configuration
  • C:\Program Files\SpinFire\SpinFire Manage\PipelineService\Configuration

In the above folders there are the following pertinent files

  • Editable (Not encrypted)
  • Contains the DB User and Password
  • connectionSettingsTemplate.config
  • connectionSettings.config
  • Encrypted file
  • Generated from the above connectionSettingsTemplate.config file

2.      To reset the Password and/or User

  • Stop CentroPool in IIS and Pipeline service in Windows Services
  • connectionSettings.config
  • Change the User and/or Password accordingly
  • Rename each of the above “connectionSettings.config” files for backup purposes
  • Copy the connectionSettingsTemplate.config file, in each folder, and rename to;
  • Edit the connectionSettings.config files you just copied
  • Save the file

3.      Confirm the changes took place

  • Start CentroPool
  • Navigate to the Catalog site in a Browser and verify you can log in and see the page.
  • Start Pipeline Service
  • Check that the connectionSettings.config files were encrypted

The SpinFire Manage Web application goes off line periodically

Actify has seen this issue in production environments when SpinFire Manage is asked to process file formats that are not yet supported (for example the latest version of NX).

What’s occurring is the Application pool , CentroPool, is being automatically disabled due to a series of failures in the process(es) serving that application pool. Uploading such files in quick succession triggers the Rapid-Fail protection.

To alleviat this the Rapid-Fail protection can be disabled for the CentroPool.

To do this,

  1. Open iiS Manager > Application Pools > CentroPool > Advanced Settings….
  2. Scroll down to the Rapid-Fail Protection section.
  3. Change the Enabled setting to False.
  4. Click OK.

Reporting an issue to Techsoft 3D Support

  1. Gather your information:

    1. Have a clear, concise description of the issue.

    2. Document the steps to recreate the issue or steps taken leading up to the issue.

    3. Include the SpinFire Manage version number

    4. Include application log files (found under C:\ProgramData\SpinFire\SpinFire Manage\Logs by default).

    5. Event viewer logs if any.

    6. Include screenshots or video with the issue report.

    7. When appropriate/possible, include relevant sample files (native CAD files, .PNG, .ACT3D).

  2. Create a Support Ticket at https://partner.support.techsoft3d.com/helpcenter/apps/portal/32

See also

Configuration

Adjusting Linux Firewall Settings

About SpinFire Manage