Basic Troubleshooting

This topic contains information to help you troubleshoot issues.

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.

For example on a write failure, the console shows the following message:
{​​​​​"status":{​​​​​"success":false,"code":9998,"reason":"Data distributor response: Write request failed: Fail"}​​​​​}
The Data Distributor log (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

Implement these changes to achieve the best perfomance for your end applications using the SQL connection database.
  1. Browse to the location directory on the machine where Operations Hub is installed: ..\ProgramData\GE\Operations Hub\iqp-config\IQP\app
  2. Open the setting.conf file in a text editor.
  3. 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.

  4. 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.

  5. Save and close the file.
  6. 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.

  1. Run regedit to open the Registry Editor.
  2. Navigate to \HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Apache Software Foundation\Procrun 2.0\WebhmiTomcat\Parameters\Java.
  3. In the right pane, double-click Options.

    The Edit Multi-String dialog appears.

  4. 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).

  5. Restart the GE Operations Hub WebHMI Tomcat Web Server service.

Invalid Token Fix

If upgrading from 2.0 to 2.1, restart the WebClient services to allow the Plant Applications Web Client to connect successfully to Operations Hub.
  • 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:

https://docs.microsoft.com/en-US/troubleshoot/windows-server/system-management-components/service-not-start-events-7000-7011-time-out-error

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

After installing Operations Hub 2.1, the error "Can't load DataSources" appears while trying to access the data sources screen. This issue may occur due to any of the following reasons:
  • A Java class cache file may have been corrupted. This file once created, does not change until it is deleted.
    1. Stop the webhmi tomcat service.
    2. Delete the only file in this location folder C:\ProgramData\GE\Operations Hub\webhmi-tomcat\j9aot
    3. 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.

Workaround: To successfully install Workflow Task Client with Operations Hub 2022, do the following:
  1. Modify Registry for TLS 1.2.
  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.

Workaround: To successfully test connectivity to an external Proficy Authentication instance, do the following:
  1. Modify Registry for TLS 1.2.
  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:

  1. Stop the Operations Hub services, in particular:
    • iqpTomcat
    • iqpKafka
    • iqpZookeeper
  2. Delete the log files in these data log folders:
    • C:\ProgramData\OphubLogs\iqp-kafka
    • C:\ProgramData\OphubLogs\iqp-zookeeper
  3. Restart all services.

Timestamp from SQL Database gets converted to Local Time

The issue does not occur if using Operations Hub to store DateTime data into the SQL database. Because Operations Hub expects DateTime data to be in UTC and reads as UTC from the SQL database. The issue occurs only in the following conditions:
  • 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.
Workaround: Follow these steps to access and modify the stored procedure in your database:
  1. Launch SQL Server Management Studio.
  2. Log in to the SQL Server.
  3. Navigate to your application database to access the stored procedures.
  4. 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

After upgrading Operations Hub, some of the plug-ins are missing properties. Clearing the cache and performing a hard reload using the Inspect tool in a web browser can help resolve issues with web pages not loading correctly or displaying outdated content. Do the following to clear the cache and perform a hard reload:
  1. Right-click anywhere on the page and select Inspect. This action enables the browser's refresh icon to display more options.
  2. 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:

  1. Go to C:\Program Files\Proficy\Operations Hub\BrowseService.
  2. Locate and open opcua-browse-config.json file in a text editor.
  3. In the file, search for the secure parameter.
    If set to true, then change it to false.
  4. Save and close the opcua-browse-config.json file.
  5. Restart GE Operations Hub OPC UA Browse Service for the changes to take effect.