Basic Troubleshooting
This topic contains information to help you troubleshoot issues.
- Resolving Extension Query Error
- Tags are Not Displayed with an OPC UA Data Source
- Domain Redirect Error
- Importing App Creates Duplicate Data Sources
- Resolving SQL Connector EndApp Performance Issues
- Unable to Access Data Sources on Single Machine Install
- Invalid Token Fix
- Services Not Starting After Reboot
- Error While Loading Data Sources
- Resolving Proficy Authentication Issue During Workflow Task Client Install
- Resolving External Proficy Authentication Issue During Operations Hub Install
- Workflow Task Client is unable to connect to the Proficy Server
- Resolving Operations Hub Blank Login Screen
- Resolving 2022.4.1 Uninstallation Fail
- Events with Device Conditions are not Triggered
- Timestamp from SQL Database gets converted to Local Time
- Missing Plug-in Properties after Upgrade
- OPC UA Browse References Call Failures and Resolution
To troubleshoot errors returned for OPC UA and Historian out-of-the-box (OOTB) queries, refer to Error Codes description.
To troubleshoot data source test connection errors, refer to Error Messages description.
Resolving Extension Query Error
If you do not have sufficient privileges to read or write operations, you may run into an error when attempting to execute the extension query in the end application. The error displays a generic message.
{"status":{"success":false,"code":9998,"reason":"Data distributor response: Write request failed: Fail"}}
dataDistributor.log
) located at
C:\ProgramData\OphubLogs\DataDistributor
displays the following
message:Failed to write to NodeId ns=2;s=Channel1.testr.ss on server urn:CHEWY:Intellution.IntellutionGatewayOPCServer:UA%20Server with OPC UA error BadUserAccessDenied. Connection to server failed.
To resolve this issue, validate your data source connection, and the credentials to connect to the data source. In the above example, you would need to check the OPC UA server.
Tags are Not Displayed with an OPC UA Data Source
If tags are not getting displayed when you browse your correctly configured OPC UA data source, you may have to restart the GE Operations Hub OPC UA Browse Service in your Services console to resolve this issue.
Domain Redirect Error
DNS issue occurs while trying to access Operations Hub from different machines. To avoid
the error, add hostname
and ip address
of the machine
(where Operations Hub is installed) on to your host file located here:
windows/system32/drivers/etc/hosts
.
Importing App Creates Duplicate Data Sources
If you import the application on a clean install, duplicate data sources are created in Operations Hub. This occurs when Operations Hub does not have a model. When you import an application containing a model (in a .csv file) and some datasources (in the .xml file), all the data sources (containing details) that were exported during application export, are also imported. The model is also imported, which leads to the import of data sources again (without the details for the OPC UA data sources). This leads to some data sources appearing twice (once from the model, once from the app xml file).
Workaround: Configure the data source without the alias string for restoring application connectivity. Delete the duplicate (containing the alias string) if required.The model is associated with the data sources imported from the model file i.e the ones without the alias name.
Resolving SQL Connector EndApp Performance Issues
- Browse to the location directory on the machine where Operations Hub is
installed:
..\ProgramData\GE\Operations Hub\iqp-config\IQP\app
- Open the
setting.conf
file in a text editor. - Enter
sqlconnector_runtime_simplejdbccall_lifetime=60000
in a new line at the end of the file.This means that the stored procedure meta data cache is refreshed every
60000
milliseconds (one minute). You can modify the refresh time to your requirement, but enter its value in milliseconds. - Search for
sqlconnector_maxConnectionPoolSize=10
and increase the pool size to your requirement.Currently, the pool size indicates that you can configure 10 connections for your SQL end application.
- Save and close the file.
- Restart the Operations Hub machine for the changes to take effect.
Unable to Access Data Sources on Single Machine Install
If you installed Historian followed by Operations Hub on the same machine, you were not able to access DATASOURCES in Operations Hub. An error message appears stating, Unable to load data sources.
The error occurs only when the host name in the URL has mixed/upper-case letters, which get converted to lower case. To resolve this issue, modify the registry.
- Run regedit to open the Registry Editor.
- Navigate to
\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Apache Software Foundation\Procrun 2.0\WebhmiTomcat\Parameters\Java
. - In the right pane, double-click Options.
The Edit Multi-String dialog appears.
- Modify the property
-Dwebhmi.services.auth.fastTokenServices.trustedIssuers=https://pp-hist3/uaa/oauth/token
to append a new URL entry based on the mixed/upper-case host name.The property is a comma-separated list of multiple URLs. For example, a URL with upper-case
PP-HIST3
is appended to the list here:-Dwebhmi.services.auth.fastTokenServices.trustedIssuers=https://pp-hist3/uaa/oauth/token,https://PP-HIST3/uaa/oauth/token)
. - Restart the GE Operations Hub WebHMI Tomcat Web Server service.
Invalid Token Fix
- If using Enterprise WebClient version, restart the Docker service.
- If using Standard WebClient version, restart the GE PlantApps WebClient Master Control service.
Services Not Starting After Reboot
If services do not start up on rebooting a machine, visit the link for steps to modify the registry and fix the issue:
The operating system related issue may vary from system to system depending on the resources being utilized at start up.
Error While Loading Data Sources
- A Java class cache file may have been corrupted. This file once created, does not
change until it is deleted.
- Stop the webhmi tomcat service.
- Delete the only file in this location folder
C:\ProgramData\GE\Operations Hub\webhmi-tomcat\j9aot
- Start the webhmi tomcat service.
- There may be a mismatch of letter case in the UAA host name. The hostname should be ideally in lowercase. But, if UAA (standalone or as a part of Historian install) is installed with a mixed case or capital case, the mismatch can occur leading to the issue.
- IQP tomcat can start up much quicker than webhmi during system start up. It is possible that the delayed webhmi tomcat start up is interfering with accessing the web UI. A generous wait period usually resolves this issue.
Resolving Proficy Authentication Issue During Workflow Task Client Install
Proficy Authentication (UAA) server validation fails during installation of Workflow Task Client due to the change made to UAA for TLS 1.2.
- Modify Registry for TLS 1.2.
- Install the Workflow Task Client plugin from the Workflow installer on your Operations Hub Server host.
Resolving External Proficy Authentication Issue During Operations Hub Install
The test button used to test connectivity to an external Proficy Authentication instance
fails with a message Could not create SSL/TLS secure channel
.
- Modify Registry for TLS 1.2.
- Install Operations Hub 2022 referencing the external Proficy Authentication instance.
Workflow Task Client is unable to connect to the Proficy Server
If user upgrades from an older version of Operations Hub (still using TLS 1.1) that has the Task Client widget, and then upgrades to version 2022 or greater (which supports only TLS 1.2), then Task Client is unable to connect to the Proficy Server.
Workaround: To resolve the connectivity issue, perform the steps provided in the topic Modify Registry for TLS 1.2.
Resolving Operations Hub Blank Login Screen
If using an older version of Chrome or Firefox, you may be presented with a blank login page.
To resolve this issue, go to your browser's settings to download the latest version of your browser, or download and install the latest updates.
Resolving 2022.4.1 Uninstallation Fail
Uninstallation of Operations Hub 2022.4.1 fails due to error in kafka uninstallation.
Workaround: Stop iqp-kafka
service, and proceed to uninstalling
Operations Hub 2022.4.1 on your machine.
Events with Device Conditions are not Triggered
In case events are not generated, it is recommended to do the following:
- Stop the Operations Hub services, in particular:
iqpTomcat
iqpKafka
iqpZookeeper
- Delete the log files in these data log folders:
C:\ProgramData\OphubLogs\iqp-kafka
C:\ProgramData\OphubLogs\iqp-zookeeper
- Restart all services.
Timestamp from SQL Database gets converted to Local Time
- If using a third party application to store DateTime data into the SQL database, wherein DateTime data is in local timezone, and
- DateTime data is read in Operations Hub via relational database query, wherein Operations Hub expects DateTime to be in UTC.
- Launch SQL Server Management Studio.
- Log in to the SQL Server.
- Navigate to your application database to access the stored procedures.
- Right-click the DateTime stored procedure and select
Modify.For the DateTime column, enter
at time zone
in select statement and provide the local timezone of the machine where Operations Hub is installed. Example:SELECT [DateTime] at time zone "Eastern Standard Time" from [dbo].[DateTime]
Missing Plug-in Properties after Upgrade
- Right-click anywhere on the page and select Inspect. This action enables the browser's refresh icon to display more options.
- Right-click the refresh icon and select Empty Cache and Hard Reload.
In case you want to use a third party tool to clear the cache, then reload the browser after clearing the cache.
OPC UA Browse References Call Failures and Resolution
During OPC UA operations, the OPC UA Browse References call intermittently fails to produce the expected outcome. Tags are not displayed within the OPC UA Browse pop-up, accompanied by 401 and 412 errors.
Workaround: To mitigate the issue, do the following:
- Go to
C:\Program Files\Proficy\Operations Hub\BrowseService
. - Locate and open
opcua-browse-config.json
file in a text editor. - In the file, search for the
secure
parameter.If set totrue
, then change it tofalse
. - Save and close the
opcua-browse-config.json
file. - Restart GE Operations Hub OPC UA Browse Service for the changes to take effect.