AVEVA Edge Support Cases

[ISS Support Case] Singular Edge HMI\Node Crashing Issue

Client reached out due to an induvial Edge node crashing within 12 hours of operation repeatedly.

[ISS Support Case] Edge crashing after printing report

Edge 2023 crashing often when printing reports Viewer module could not connect to the runtime

[ISS Support Case] External email with attached file in Edge

Client reached out as they were attempting to use the SenEmailExt() function in Edge.

[ISS Support Case] License Tag Count Error

After completing a new install and licensing the product with no errors the message pops up that the 1.5k tag license cannot license the amount of tags in the application(637) and runs in demo mode

[ISS Support Case] Edge crashing every month.

[ISS Support Case] Can't get a combo box to work

using a static label referencing a plc tag the value of the position tag wasn't updating when he selected different options from the dropdown

[ISS Support Case] License will not upgrade, still seeing the old license after Activation/Registration.

12/27/2023: -Hardkey registration saving the old license not seeing the new 2023 license. -Customer did not have the proper 2023 License, will need to put in a request for a upgraded license.

[ISS Support Case] IWS Edge Hardware Key Upgrade Inquiry

Was speaking with licensing dept and AE. They have Indusoft hard keys for our servers (decided to go to 2023 version). Was sent the activation information and hardware key numbers. but the current keys are still targeting IWS with it's own unique HWI. The new document they were provide has a new HWI identifier. Am i getting a new key or is there a way to erase the current HWI... confusing.

[ISS Support Case] Licence Error

Was the project created in InduSoft Web Studio 8.1 but when licensing the product an error displays saying the project was developed in a different version.

[ISS Support Case] Incorrect license version

license is 8.0 and software is 8.1 Whenever the PLC changes the site code

[ISS Support Case] Edge HMI Failure to Update

Client called in due to Edge HMI failing to update numeric tags used to set hertz of machine. When viewing in watch window client confirmed good quality for tags and that the value was update. This change was not however reflected in the HMI.

[ISS Support Case] AVEVA Edge 2020 and Omron 1.24 driver

I have the following installed AVEVA Edge 2020, Omron(1.24)driver, and Compolet 1.8. When I try to assign a tag to I/O address E0_1 Edge will either crash or change E0_1 to E0. I am seeing this issue with Edge 2023 installed on another PC. InduSoft 8.1 works fine. How can I get this to work with 2020 and 2023

[ISS Support Case] Edge Issue with Mobile access

[ISS Support Case] Edge Trnds Not Connecting to ABCIP

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[ISS Support Case] Mobile Access Web Pages Font Scaling Issue

Screens displayed using the mobile access will scale down the fonts on screens the only way I have found to fix this issue is to revert to an old version of the program before the error occurs... seems to happen when screens save as HTML 2020.0.3.0 2020.0.3.0 Working in development seems like when i publish new screens does it across the board shifted in shrunk any browser and TV any resolution

[ISS Support Case] Looking to print edge trends in landscape format

They are currently all printing in portrait format.

[ISS Support Case] Needs hotfix IMS2270051

IMS 2270051 (AES 2020.3.00.07) and this Technical Alert number (TA000034834

[ISS Support Case] Deploy Edge Runtime Dll Error Could not load file (0x7E)

8/16/2023: -Installation Error. -IDE and License all good. -Trying to deploy new runtime on tablet. -Install CE Server, when trying to deploy runtime gets Could not load file (0x7E): ...\Drv\MOTCP.dll

[ISS Support Case] Trend load delay

When loading the trend it takes around 30secs to fully load the trend. Possible reindexing 2018 sql express DB 64bit

[ISS Support Case] Opening Edge results in Unexpected Error Happened Message

Client reports that upon opening Edge it comes up with an error : unexpected error happened Event Viewer: ?? Thinking of reloading the software but hesitant. If the software is reloaded will the license be lost.

[ISS Support Case] TA000034834 Simultaneous Request stop working after update

AVEVA confirmed an issue on AVEVA Edge 2020 R2 SP2 that causes the feature called Simultaneous Requests to stop working for all the drivers compatible with it.

[ISS Support Case] 2020 SP3 with Hot Fix 2020.3.00.07 breaks SNMP

Ref case 83524: Client installed Hot Fix 2020.3.00.07 and it fixed part of the issue. Now experiencing issue with some of the SNMP OIDs not working in my program when using SP2. I uninstalled SP2 and went back to SP1 and those device OIDs are working fine. logging : [Warning] SNMP Error 'no such name'. The Variable .x.x.x.x.x.x.xxxxx does not exist on the agent

[ISS Support Case] AVEVA Intouch Edge Auto run Project on Startup.

6/9/2023: -Need's help Making Runtime for edge run on startup.

[ISS Support Case] Aveva Edge 20.0 sp3

Aveva Edge - he wants to have operator to click on object and have animation that passes a filename to the operating system to launch a graphics file. The string of the filename is going to be tag. Syntax assistance needed with Edge

[ISS Support Case] Trends Have Stopped Displaying Information In The Grid

Edge installation not showing trends properly. Displaying correct values in the bottom half of the screen but the graphs are blank. Trends have never worked properly. Started going blank about a month ago. - the trends were really slow - sometimes would take a minute or two to populate - never tried to fix it. - Been running about a year Edge 2020 R2 SP1 20.0.2.0

[ISS Support Case] Unable to install Edge Getting Mobile Access Prompt

During an uninstall reinstall the installation hangs. Prompt indicates that components for mobile access are required

[ISS Support Case] Indirect tAG ISSUES

Trying to set indirect tag to text and one of the tags only allows in to set to 0

[ISS Support Case] Edge issue with header sheet.

Aveva Edge 2020 SP2 - in his application he has multiple work driver sheets. He is having random issues. 1. some boolean bits are not working, 2. writing decimal value to integer and value is not changing. He gets an error code in output window, invalid write. He looks at driver sheet and maybe the header is setup incorrectly. He has mix of real and integer data points.

[ISS Support Case] ABCIP for Edge/Web Studio

Are there any plans for Aveva Edge / Web Studio to update the ABCIP driver for Allen Bradley Micro 800 series. This would include the Micro 820, 850 and 870.

[ISS Support Case] AVEVA Edge .NET Runtime Error and shutdown

Windows Server 2019 Standard Version 1809 Our primary version of aveva edge runtime had a .NET Runtime Error and shutdown. Our secondary runtime kicked in but had a SRTP driver exception and did not allow coms to the three GE PLCs on the program. The other driver SCHNE was working as expected. Application: Studio Manager.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code c0000005, exception address 6ED08580

[ISS Support Case] AVEVA Edge Redundancy Sporadically Fails Over Secondary Reboots

I have an application that is running a primary and redundant edge application did this application with IWS doing now with AVEVA Edge secondary server will randomly reboot sometimes 3 times in a day can be up to a week. 2020 2020.0.2.0 Tuesday on there spotty cell service Wednesday will have cell service .

[ISS Support Case] Edge - abcip dll error message

Aveva Edge - runtime issue. Cannot load dll file from communication driver. They upgraded to 2020 from Intouch ME. New touch panel. ABCIP.dll ----He downloaded the software but it is not blocked ----Edge is not currently licensed

[ISS Support Case] License Upgrade Question

Requested a license upgrade from indusoft 6.1 to 7

[ISS Support Case] Needs to upgrade Indusoft HWKey

Calling to upgrade indusoft hardkey 2020 license (AVEVA Edge) .license key number 583731 20.0. Was instructed by AE to create a case.

[ISS Support Case] Edge upgrade questions

[ISS Support Case] Mobile Access Anywhere

Access Anywhere. -AVEVA Edge. -Works locally, from phone will not work, tablet will not work. -Still waiting on word back from escalation.

[ISS Support Case] PLC to edge Communication failure

After replacing their most resent PLC with one of the same model the they are having issue with the OPC UA communication

[ISS Support Case] How to configure Application Redundancy Edge

Can you give me any advice on how to configure the system to fail over to the redundant HMI if ... drivers fault out?

[ISS Support Case] OS is being restarted

PC has Edge, Historian and Historian Client installed and the PC is being rebooted.

[ISS Support Case] Aveva Edge - how to use trend object

Aveva Edge 2020 r2 sp2 - sending data to onsite historian on another server, it is working. In the Trend object he wants to pull data. --He points to SQL and then it asks him to choose a table. Not sure what table to use. There is a dropdown list with 50 objects.

[ISS Support Case] Mobile access hangs up after working for a while.

When this happens the screen goes blank. Version 8.1 SP5

[ISS Support Case] can trend report every 5 seconds, add another freqeuncy of trending mins

[ISS Support Case] Trend

The customer database is full and lists only .23% available. They would like to know some of their options for the clear some space. 8.1 SP 5

[ISS Support Case] Edge, Secure-Viewer.

-Unable to connect to secure viewer on PC. -No error's, just no connection.

[ISS Support Case] OPC UA server

in the process of upgrading the historian going to Aspen IP 2021 want to set up opc ua server connection. Upgrade as minimal as possible make 10 opc us clients and have 1 a server become the opc ua what version do we need to be at the use the opc us server and what licensing is needed 4000+ tags Do we need this tags avalible on this server. Can we connect 10 client to 1 opc ua server Three different software version Window server 2003 -window server 2012R2 7.1 sp 3p 9 7.0 6.1

[ISS Support Case] Alarms are not populating a control for a particular project.

Little trouble with 2020 working on a project and Alarms stopped populating my control. Was working on this machine previously, suddenly went blank. I can go to another project and the same configuration is working. It's this specific project that has the issue. (No back up )

[ISS Support Case] Edge license error

upgraded the software and migrated the application. license error: Invalid license the AVEVA edge version is higher that the project version. Project will run in demo mode. license version 7.0

[ISS Support Case] Edge, Client not communicating

8/31/2023: -Aveva edge -Server is OS:2019 Server. -Client is a windows 10. -Had this server set up on older application. -Client and Server are not communicating.

[ISS Support Case] Changing from Soft Key to Hard Key license AVEVA Edge

Had a question about USB hardkey license for AVEVA Edge, has a customer that has a runtime license (softkey) but needs some work done; wondering if a USB key would be better for them as an integrator (offline environment) What does it take to swap from soft key to hardkey? - Technical impact / process.

[ISS Support Case] Edge Mobile Access Configuration

Client reached out looking for guidance on configuring Edge Mobile access.

[ISS Support Case] Configuring Edge Mobile Access to Open on a Specific Screen

Client reached out looking for guidance on configuring Edge Mobile Access to Open on a Specific Screen.

[ISS Support Case] Mobile access task failed to connect to the runtime

Edge system giving some issues mobile access tasks. publishing my screen as html and trying to open the web page. but getting an error (undetermined) besides this issue describing another issue cropped up about 3 4our days after changed service user. (the user that runs aveva edge as a background task). domain environment (using domain)

[ISS Support Case] Intouch Edge Automatic Certificate Validation Has Failed

After rebooting our server, we get the error "error connecting to local host. Encrypted Channel is not trusted". The project keeps automatically running after stopping it as well. Mobile Access will not start so we are unable to see our screens. Another error is popping up saying automatic certificate validation has failed. I tried installing the certificate to no avail. It appears that the server certificate expired yesterday.

[ISS Support Case] Aveva Edge

Unable to get Edge to connect with Windows auth

[ISS Support Case] Edge License Acquisition Error

Client reached out as the Edge system was restored with active licenses.

[ISS Support Case] edge plant down, crashing due to port usage

computer crashing 2 services are using a bunch of ports aalogger stadosvr tcp port exhaustion

[ISS Support Case] Edge Development Studio License Acquisition Failure

Client reached out as user was receiving a license acquisition failure message when trying to launch Edge Development Studio. Client advised this was working on Friday and stopped on Monday.

[ISS Support Case] AVEVA Edge Thin Client Support

Would the Aveva Indusoft product run on a terminal server the same way as InTouch with thin clients or is this even possible; or does Indusoft require standalone computers only? Thanks..

[ISS Support Case] Using InTouch HMI's within Aveva Edge

Client reached out inquiring about whether it was possible to reuse HMI applications with Aveva Edge.

[ISS Support Case] Unknown System Event - Lost Alarms

Has an issue / case working on the past couple days. Plant operators left on Friday everything was working. Monday nothing worked (no control). Restarted as usual, this time it didn't work. (Even some PLC's were not running and they are supposed to be separate from SCADA. Fruitland WWTP in MD. on the 13th they had an (i dont know what happened event) Lost all control (everything was offline) Not getting any alarms on this SCADA PC. Unable to validate pressure (flying blind). Appears to be functioning correctly just no alarms. AVEVA Edge 2023 23.0.000 Has rebooted this machine many times & updated. Looked at the Window logs? 0

[ISS Support Case] Resolution not converting correctly in AVEVA Edge

They are migrating from PanelBuilder32 to AVEVA Edge and cannot get the resolution to convert from 800x600 to 1280x800 They've tried converting the resolution through the home screen and selecting auto-screen scaling. The scaling does change, but it's way off what they are expecting.

[ISS Support Case] Licensing AVEVA Edge with Consignment License

Customer is wondering if their Consignment license includes AVEVA Edge/IWS development environments.

[ISS Support Case] Aveva Edge Grid Object change text color on designated line

Using the data grid object in Edge, looking for a way to change the text color of a row at runtime based on the value of a cell.

[ISS Support Case] Needs assistance with AVEVA Edge Alarms and Querying Historian Database

Client needs assistance running queries against the Edge Historian SQL database. Client also needs assistance with alarming in Edge. Currently, the alarm will trigger 10 seconds after a tag goes into Hi Hi or Lo Lo. Client would like to configure Alarm to trigger when the value has been in the Hi Hi or Lo Lo range for 10 seconds or more.

[ISS Support Case] Intermittent Trend

The customer reports that trend displays for multiple incubators intermittently stop showing data after a period of operation. Historical data remains present in the MySQL database and can be retrieved manually, indicating that the issue is isolated to the display/trend retrieval process rather than data collection. The problem previously occurred when using the Aveva proprietary trend file format and continues after migrating to MySQL-based storage. When the failure occurs: Trend displays show no data or frozen data. Restarting the Aveva SCADA service or rebooting the PC restores normal operation. Restarting only the MySQL database service does not resolve the issue. Log file analysis shows repeated MySQL errors: Can't create more than max_prepared_stmt_count statements (current value: 16382) This indicates the MySQL server has reached the configured limit for prepared SQL statements. The prepared statement count appears to increase over time without being released, suggesting a resource leak in the trend query handling. Once the limit is reached, all subsequent queries fail until the SCADA service is restarted, which clears the open statements. Impact: Trend displays become non-functional until the SCADA service or PC is restarted. Historical data is unaffected.

[ISS Support Case] Edge license not active

Customer reached out regarding a licensing issue for AVEVA Edge 2023 R2. They are attempting to activate or generate their software license using an XML file. The XML file indicates that licensing should be handled through Enterprise License Manager (ELM). Initial plan was to guide the customer through installing ELM, but installation cannot be completed successfully. We have attempted: Installing from ISO Verifying all installation components on the target machine Ensuring correct file transfer to the air-gapped system Despite these steps, the License Manager component never appears to be fully installed: The Configurator does not list the License Manager as an available component License Server configuration is possible, but there is no licensing platform available Attempting to launch License Manager via browser returns Application Not Found Customer environment: Air-gapped machine (no internet access) No web browser installed at all on the system (ELM web interface cannot launch) Troubleshooting Steps Taken

[ISS Support Case] Can you Convert An AVEVA Edge Application to InTouch

Company Buying some new equipment no questions looking at specs coming on a PC on AVEVA Edge Has a few questions : If they are provide an edge application Can they port it to an InTouch app? Currently running in a terminal services environment. Can Edge Run On a Server and accessed from a thin client. Panel PC and control panel

[ISS Support Case] AVEVA Edge Thin Client Support - Are Terminal Services Supported

Company Buying some new equipment Currently running in a terminal services environment. Can Edge Run On a Server and accessed from a thin client.

[ISS Support Case] AVEVA Edge - Licensing

Going on to AVEVA Edge activation website and trying to activate an embedded license, it's not letting him advance. He enters serial number and hits the next button and nothing happens.

[ISS Support Case] Looking for information on upgrading from IWS 2020 to Edge 2023 R2

1) How to backup IWS project: 2) How to upgrade from IWS project to Edge:

[ISS Support Case] Edge script not executing

Customer is working with AVEVA Edge 2023 R2 running on Windows 11 (24H2 build). They recently created a new virtual image and installed this version of Edge. Within their application, they are running a script that is known to work successfully on multiple other machines with the same Edge version. However, on this particular environment, the script fails to execute properly. When the script runs: The manifest import (non-destructive) executes successfully. The destructive import fails and triggers application instability. After failure, the application encounters a hard crash (Edge shuts down completely). Dump files show error messages such as invalid pointer and read bgtas.dll error. Customer has uploaded a dump file for review: [Box link provided]. Steps Taken / Observations Verified that the same script executes successfully on other machines with the same AVEVA Edge version. Issue appears specific to this new virtual image and environment. Dump file analysis points to possible pointer or DLL handling issue during destructive import.

[ISS Support Case] Edge - Formatting

Since upgrading to the latest patch I cannot re-size or move lines thru the format tab.

[ISS Support Case] Indusoft Web Studio - Cosys Comm Issues

Issues with version 8 and above Cosys driver where after making online changes to Cosys 2/3 PLCs they have to restart the software before the changes take effect. This never used to happen.

[ISS Support Case] Unable to activate Indusoft license

Newly received license. Site just says "Unable to process request". Confirmed serial and email entered.

[ISS Support Case] Import Industrial Graphics into Edge

Client reached out looking for guidance on configuring Industrial graphics in Edge.

[ISS Support Case] Edge failing to load text in Windows Properly

Client reached out as when attempting to edit animations of graphics the popup windows were showing overlapping text and buttons. (Animation & Custom properties windows)

[ISS Support Case] aveva edge in demo mode

Edge started running in demo mode recently and they aren't sure why.

[ISS Support Case] Erratic manual change events

IT team is seeing erratic EVU9520 CV manual change events in the skid logseven when no operator action occurredcausing the setpoint (CV) to jump between 0% and 100% unpredictably. Theyve confirmed the raw transmitter signal is stable and suspect the watchdog/event link between the OMI database and SQL trends may be buffering or dropping updates, resulting in inconsistent trend data (and even differing trend colors) across displays. Additionally, they need clarity on the deadband setting (value 10) and why it isnt preventing these fluctuations.

[ISS Support Case] User Actions being logged

The client reached out as when viewing the event logs they can see the user login but all their actions are marked as guest in the log instead of the actuals users name.

[ISS Support Case] Edge License Transfer Process How To

AVEVA Edge applications IT is upgrading new computers. We would have to change the license HW Looking for the fastest way to do that. Mix of Edge 2020 & 2023

[ISS Support Case] AVEVA Edge License Activation Assistance

This machine has been down for a number of weeks The controller computer died looked for an ebay part replacement Told no go from another support resource Sent PC to Manufacture Hardware issue resolved. In the process the licensing was lost. Purchased a new license Need help to apply the licensing on the press 8.0 1801 1604 2604 2601 0000 SP0 P03

[ISS Support Case] AVEVA Edge Licensing Issue Post Unknown Event

We have a device running the AVEVA Edge software and has been working great. Recently something happened to the license and now the software is running in evaluation mode.

[ISS Support Case] License not found AVEVA EDGE

This is a hardkey license, they can see the license with the register, but get the error when they launch runtime. This hardkey has never worked before They have tried this hardkey license on 3 separate computers

[ISS Support Case] Pop Up Button Not Working In Thin Client Post Project Download

I've got a project, I have an HMI server and a bunch of thin clients. What I'm seeing I have a pop up screen with start and stop Button works fine when I 'm operating that button from the HMI server itself On a thin client I pull up the same screen object on the thin client machine I get nothing. AVEVA Edge studio Pushing updates to the HMI server Windows tower PC Edge installed. Development machine to IP address of that server and download the project. We download to the target machine to ensure it's running the latest version. Every time we download (stop / start) experience (using secure viewer) on a boat, that caught fire now in the final phases of testing. Was fully tested in a factory environment worked appears to - anytime we download to a machine coordinate with the HMI crew and reboot the HMI server. developed in 20.0 SP2 P0 See activities for Site detail

[ISS Support Case] Aveva Edge Tag Integration Import Failure

Client reached out as when using the tag integration feature to import device registers a portion of the registers/tags in the .L5K file are not being imported.

[ISS Support Case] Edge License Transfer

Client reached out inquiring about the process to transfer an Edge license from one PC to another.

[ISS Support Case] Aveva Edge Tags Missing

Client reached out as when using the tag integration feature to import device registers all users can view these tags within the project besides a singular user.

[ISS Support Case] Allen Bradley CIP Driver Optimization Inquiry

recently updated a project from IndusoftWeb Studio version 8 to IndusoftWeb Studio 2020 R2 with ABCIP drivers 11.24. The application is a client server application before the update there were 8 clients with 8 CompactLogix PLC rev 32 and there were no issues. After the update we added 2 new clients and 2 new PLC to the system the new plc are identical to the other 8 and so the tags. The strange thing is that we are having communication issues with the new clients and PLC, we double check the tags name no errors for invalid tags. Issues I see is sometimes we see ???? for the values one of the screens. We also have a script on a screen, while open script that execute every second writing 6 values (date/time) to the PLC sometimes the month and day dont get updated. I go online with the plc using Studio 5000 I can see the seconds getting update but not the day and month if I write 0 to the tags using Studio 5000 then I see the values getting updated from the HMI. I am looking for recommendations on the best way to optimize the ABCIP drives currently I have just the main driver sheet with a total of 2282 tags for all 10 plcs. What is the recommended for buffer size, simultaneous request maximum and maximum per station, currently they are default values of 1 should I change it to maximum request to and the driver will then establish one thread per station/plc 10 and 1 per station.

[ISS Support Case] Edge License Upgrade

Client reached out looking for assistance upgrading Edge license

[ISS Support Case] AVEVA Edge - Panel PC Asking for Windows Product Key

When trying to boot up a Panel PC with Edge for the first time, it got stuck at the Windows Product Key screen. Could not proceed without entering a Product Key for the Windows OS.

[ISS Support Case] Needs Driver Manual For Edge Siemens S7-1200

Looking for driver manual. Using S7 1200 Testing internally.

[ISS Support Case] ActiveX Controls not converting when transitioning from from Indusoft 8.1 to AVEVA Edge

Active X Controls are not converting when transitioning from Indusoft 8.1 to Aveva Edge. Version Information: InduSoft Web Studio 8.1 SP5 Patch 0 Build 3801.1911.0501.0000 Aveva Edge 23.1 SP0 Patch 0 Build 4901.2406.2405.0000 Client is receiving an error when running the viewer on a converted AVEVA project. "ActiveX Controls could not be loaded"

[ISS Support Case] Edge Object Properties Are Inaccessible STATIC

Scada development on one of our customers. Integrator. Still training phase learning Trying to in the main studio page First open template program RB objects sees the properties panel Sees the tags being linked. Clicks off of that Opens another object Sees 'static' goes back to original To ultimate resolve close studio & reopen. Repeatable issue. Edge 23.0 build# 4801.2308.3105.0000 Windows 11

[ISS Support Case] Lost Edge License

[ISS Support Case] .hist to CSV in edge

How to get a CSV of .hst file want to open the file to view data. 2 files for everyday.

[ISS Support Case] Aveva Edge 2023 - License not found - Needs demo license

Client suddenly lost license on 2 of their machines. This has caused 2 of their production lines to go down. They are requesting demo license while they investigate the issue.

[ISS Support Case] AVEVA Edge Communication Issues

Client is experiencing communication issues in AVEVA Edge. Client has recently changed Automation Direct driver which has resolved previous issues. Issues returned last night despite no knowledge of any changes or updates. AVEVA Edge 20.0 Service Pack 2

[ISS Support Case] Edge 2020 SP2 - Push buttons triggering the wrong tags in PLC after power outage

Edge 2020 SP2 Client had a power outage over the weekend. When power was restored, it was discovered that edge pushbuttons were triggering the wrong tags in the PLC or not working at all. In several cases, the client reports that not only is the wrong tag being triggered, but it is also on an entirely different PLC than the target. Additionally, the client is seeing the Database Synchronization popup when opening the Object Finder. The popup showed numerous tags in the Deleted column that were still in use throughout the project and still present in the Shared Tags

[ISS Support Case] Edge solution is going into Store\Forward

Client reached out as Edge project is continually switching to store-forward mode.

[ISS Support Case] Edge - CEView.exe Error

Continuous of case 97798. Customer said issue came back and doesn't want to have to rebuild the entire project again.

[ISS Support Case] Edge Licensing Inquiry

Client reached out as when attempting to activate Edge 2023 R2 xml license it would fail stating activation ID is already in use.

[ISS Support Case] Issue communicating with PLC when running Edge as a service

Client has an Edge 2020 install communicating with various PLCs. Client has the software running as a service. After changes were made to the company network, Edge will not communicate with a specific Modbus PLC (MOXA ioLogik E1200 Series), only when running as a service. Client has other PLCs that are able to connect. When running edge as a normal application, client is not seeing any communication errors in the output window. IP address of PLC was changed on both the PLC and in Edge. Client is in a domain environment.

[ISS Support Case] No activation ID when activating edge license

They are getting a blank box instead of an activation ID

[ISS Support Case] Edge demo license activation help

License manager prompts login and credentials do not work They are a brand new customer and are not in AVEVA's database

[ISS Support Case] Edge - License Question

Their purchasing department was looking to confirm that the agreement was in place and curious what licenses they had.

[ISS Support Case] Demo license for edge

They are looking for a demo license while they switch computers

[ISS Support Case] AVEVA Enterprise License Agent Service Will Not Start

After upgrading to AVEVA Edge 2023R2, the AVEVA Enterprise License Agent Service will not start. Found SMS not being used - confirmed this is normal behavior. Found LM pending migration but unable to complete as it still showed an active redundancy. Reset trusted storage to remove the old redundancy, migration successful. Old redundant server also needed to remove redundancy, but was unable to do so as the primary no longer existed after the upgrade and thus licenses could not be deactivated. Reset all licenses on the backend, synced, was able to remove redundancy.

[ISS Support Case] Edge Production node fails to Connect to Engineering Node

Client reached out as the production node was showing incorrect data in the HMI. When attempting to test with Watch Window the connection from the Engineering node to the production node was unsuccessful.

[ISS Support Case] Edge Licence Activation

Client reached out as the Edge server was presenting a license acquisition failure message after the server crashed and was restored from a snapshot.

[ISS Support Case] Edge license is showing up as Engineering only

It should be Runtime. License number: XXX-XXX

[ISS Support Case] Edge 2023 - License Not Found

Client activated a perpetual Edge license. The license unexpectedly stopped working 7 to 8 months after activation and client is receiving an error, "License Not Found". Edge version 23.0

[ISS Support Case] Seeking Default PWD for wwUser

Trying to obtain remote access to touch panels configured to log in using wwUser has tried wwuser and a few variations with no success.

[ISS Support Case] Edge Mobile Access Crashes Studio

Client reached out as when user is attempting to launch mobile access configuration in Edge Studio the application crashes.

[ISS Support Case] Unable to Launch Runtime Post Migration Seeking Migration Guidance

in the middle of updating Web Studio 8.0 to AVEVA Edge 2023 R2 assistance for steps and procedures. In Place Upgrade Physical Box. Development studio was not on this computer previously (runtime only) Have Dev license and Runtime license Uninstalled 8.0 Copied Paths Drivers are connected Cant connect to the runtime.

[ISS Support Case] Edge Application Does Not Auto Start

After updating to the newer aveva edge from Indusoft web studio 8.1 the auto start up does not work

[ISS Support Case] Edge Viewer Module Connectivity Failure

Client reached out as when user was launching the Edge Viewer module they would receive the following error: "The Viewer module could not connect to the Run-Time. Please check if the runtime is running and that you are connecting with a compatible version."

[ISS Support Case] Indusoft - Certificate Issue after Reboot

Customer rebooted machine friday and now system realized that certificate was expired since June.

[ISS Support Case] does not create csv file

2020.0.1.0 version and Windows 19042 987 build HST files are not always created and stored in local application and suggest store in specific directory with HST2TXT(Sel_date,Sel_Start_Time,Sel_Time,2,"C:/csv/data.csv",",",0,"MDY") I have 30 days in History life and 7 in compression. Site ID 256357 CF None

[ISS Support Case] Install Edge License

Needed instructions on how to install an Edge license

[ISS Support Case] Wireless connection doesn't populate alarm event

"Wireless connection dont populate any alarm events"

[ISS Support Case] Unable to Activate License

Activation site states the license has been activated too many times and cant be activated

[ISS Support Case] A SQL connection string seems to work on Indusoft version 8.1 but not with Aveva Edge 2020 R2 SP

A SQL connection string seems to work on Indusoft version 8.1 but not with Aveva Edge 2020 R2 SP

[ISS Support Case] No data in control objects when run from Aveva Edge or Indusoft Edge.

No data in control objects when run from Aveva Edge or Indusoft Edge.

[ISS Support Case] Edge Project Started Freezing Intermittently

Has been working on a project for the past week with no issue and looses access to open properties on objects. Has to shut down the program and restart to recover. Edge doesnt fully lock just looses access to the object properties. Can still access menu items, close screens and open screens. This started in the past week periodically at first and has increased in frequency. Now occurs roughly every 15 minutes or 5-6 actions. Has a base program and customizes to fit a panel Opens an object for instance and clicks to select tag to define object visibility. gets : data synchronization message In previous versions of the project to resolve he would go to Global project tags and update

[ISS Support Case] Edge Project Started Freezing Intermittently

Has been working on a project for the past week with no issue and looses access to open properties on objects. Has to shut down the program and restart to recover. Edge doesnt fully lock just looses access to the object properties. Can still access menu items, close screens and open screens. This started in the past week periodically at first and has increased in frequency. Now occurs roughly every 15 minutes or 5-6 actions. Has a base program and customizes to fit a panel Opens an object for instance and clicks to select tag to define object visibility. gets : data synchronization message In previous versions of the project to resolve he would go to Global project tags and update

[ISS Support Case] Move App

Indusoft 7.1 on Windows XP with TI505 serial coms

[ISS Support Case] Reactivate SoftKey InTouch Edge

Yesterday when Register application was accessed (with the development package) to look at the hard key, that fouled up my soft key for the development package. Now it is running in demo mode.

[ISS Support Case] Panel mate conversion issue

When going through the import wizard, it points to a folder to locate it, what is the type its looking for? Looking for a PM config file? Whats the path location? Will be sending some screenshots.

[ISS Support Case] Upgrading Indusoft to Edge Remote License Activation Serial Number Not Active

just purchased a license (upgrading an InduSoft application 8.0. Accessing computer remotely). Unable to activate license. Gets to the activation page and is prompted to enter Serial Number and Seq. Number. Nothing seems to work keeps getting the serial number is not active.

[ISS Support Case] Transfer ITME USB license to EDGE

Currently has a USB license for ITME seeking assistance on switch to license Edge

[ISS Support Case] Certificate error, Aveva edge

9/16/2022: -Invalid Certificate. -has 4 thin clients on one. -one thin client on another. -hardkey.

[ISS Support Case] Needs working indirect tag example for Edge

ver 20.0 Familiar with indusoft before AVEVA. Has 10 different pumps all haveing 10 parameters that can be changed from HMI. Wants a drop down menu to select the desired pump and 10 variables need to map to the selected pump.

[ISS Support Case] eDGE WINDOW NOT SHOWING

Start maximize button grayed out

[ISS Support Case] How to license Aveva Edge with softkey

How to license Aveva Edge with softkey

[ISS Support Case] Sporadic communications issue with certain tags from the OMETH Driver

During our zoom in case 82698 client described that sporadically they experience a communications issue with certain tags from the OMETH Driver. The recommendation from L2 was on the issues next occurrence to capture the logs from the Output Window with options 'Field Read/Write Commands', 'Protocol Analyzer' and 'Insert date/time' enabled.

[ISS Support Case] Edge Tool Tip Is not Working in 8.1 SP5 with Mobile Access

Edge issue: been using it for a long time IWS project is currently at 8.1 SP5. Just recently renewed service agreement and upgraded to 2020 R2 Release 2. Question is took a first look at studio mobile access. On old version (8.1 SP5) can connect a non IE browser, some of the screens aren't totally working yet. bitmaps were saved as files (saved in Web folder) once screen is not loading a lot of those bit maps. has some trend objects need to convert to trend control object. tool tip functionality works in the ActiveX (web access) and running scada project but not the mobile access on pop up screen is a pop up the trend object and can dynamically can see historical values.

[ISS Support Case] Where to Access Legacy Versions of ITME

Direct Email: I found out that my customer is using Indusoft version 7.1 SP 3. Is that version available for download from you? I need to make modifications to there application off site.

[ISS Support Case] Unable to Access Password Protected ITME Project

Attempts to access a 2014 ITME application results in 'This operation is disabled for current user'. The option to disable the Security System in newer versions of the product is not available.

[ISS Support Case] Indusoft 8.X Mobile Access is not working after upgrading to a new phone

I have a customer who had mobile access on an old android phone. Everything worked fine. He upgraded his phone still android downloaded mobile access from the play store. Entered the correct host info and now Im getting two errors when I try to connect. All other phones work and I can even use my phone with his logon info and it works Any and all help resolving this problem would be greatly appreciated.

[ISS Support Case] Edge Updated to 2020 R2 SP2 Broke Driver Communication

: I updated to the R2 SP2 for SP1 over the weekend and now my project has slowed to a crawl. All I use is SNMP and Modbus drivers. Any ideas what to look for as its not usable as of now (Edge Software)