Troubleshooting (User-Level)

Issue: Obtaining connect credentials

Navigate to https://connect.aveva.com and create a Connect user.

Contact your AVEVA representative to request to add you to a Connect account.

Issue: “Error: The token has expired”

AVEVA XR Mobile app cannot check the validity of the token or your token has expired. Connect to the internet and try again.

Issue: “Error: You have reached the maximum sessions in the offline mode”

AVEVA XR Mobile app will only allow you to launch 5 times when you are in offline mode. After five turns, if you want to run the app, please connect to the internet and complete the login flow to use the App again.

Issue: Project is not displaying the App icon and not launching when clicking on the project

This can happen if you rename the PAK after it is generated using the Make tool of XR Studio.

Issue: Can I delete a project directly from iTunes or from the File Explorer

Even though you can do this, it’s not recommended. Always use Home screen to delete a project.

Support and escalation template

When contacting AVEVA support, include the following details.