Troubleshooting for IT Engineers

This section is identifying steps which should be taken by an IT engineer if your team encounter problems using AVEVA Unified Engineering or AVEVA Administration with AVEVA Unified Engineering - Spectrum.

Check Permissions on Cloud Store Project Files

• Ensure the end user can access this location through Windows File Explorer from the computer they are running AVEVA Unified Engineering on:

  \\<edge connector machine name>\cloudstore\<project name>

• Check the file permissions are set correctly for the required users on the cloudstore folder and/or project sub-folders.

Check Edge Connector

• Verify the machine hosting the Edge Connector is switched on and has network/internet access.

• Check the services are running by going to the Services app.

  

  There should be the following AVEVA Connector Services listed and running.

  

  • AVEVA Connector Claims Service

  • AVEVA Connector DB Sync Service

  • AVEVA Connector File Sync Service

  • AVEVA Connector Log Service

  • AVEVA Connector Page Service

• If any are not running, restart within the Services app.

Check Disk Space

If disk space is running out on the disk the Edge Connector is installed on then disruptions can occur for users connector to that Edge Connector.

Review Logs

• Find the the logs for each Edge Connector service at:

  C:\ProgramData\AVEVA\Spectrum Edge Connector\log

  The log files are split by service and by day for readability.

• If raising a support request, share these files.

• Logs for the Edge Connector installer are found at the %TMP% location by default, with file names like spectrum-edgeconnector-YYYY-MM-DDTHH-mm-ss.log.

Check Ports Are Open

• To connect to the edge connector,open the ports for the services.

  By default, it uses ports 5005 and 5006.

• Check the address that the product component try to connect to for an Edge Connector in the dashboard.

  

• Ensure that your firewall allows inbound TCP requests on the two ports for the Edge Connector machine.

Check for TCP

If a project has been stuck in In Progress sync state for a long time without any new files being downloaded, it may be stuck try to read from a TCP connections. Use the TCPView tool to close the connections and force the service to resume syncing:

• If not available, download TCPView tool may be downloaded from:

  https://learn.microsoft.com/en-us/sysinternals/downloads/tcpview

• Extract the zip file.

• Run tcpview64.exe.

• Select the TCP connections opened by Spectrum.Site.SyncService in Established state:

  

• Click right mouse button to display the the context menu.

• Click Close connection on each Established connection to force the service to retry the current database session.

Another workaround is to restart the whole service, but this causes the service to restart syncing from the beginning.