AVEVA InTouch Support Cases

[ISS Support Case] AVEVA Map OMI App

Client reached out due to when opening ViewApp with embedded OMI MapApp user was receiving the following error: "Page load failed. The browser encountered a connection error while trying to load http://localhost:55601/Map/map-runtime.html. Try again later."

[ISS Support Case] WSP 2023 Installer Hangs When Applying P02

Fresh Install Applying P02 - reloaded workstation OS - installed 2023 (no issue) - Install hung on Application Server DOC install - FROZE - Killed task - Uninstalled Manually - Reinstalled gets hung at the same spot some

[ISS Support Case] InTouch issue

Upgraded from 2020 to 2023. Now getting a message from within remote desktop session that says could not acquire a ReadWrite license.

[ISS Support Case] mismatch occurred error with archestra industrial graphic

[ISS Support Case] InTouch Communication Issue

Client has two Published InTouch applications running in separate sessions running on one server with different user accounts. This is on Windows Server 2022. The client session is using some tags through the access name being associated with IP address of the Master session through the application portion of the access name. These tags are not showing any communication within the application.

[ISS Support Case] Communication issue with TopServer

Client has MELSEC Tags with Topserver as middleware between PLC and InTouch which are intermittently losing communication.

[ISS Support Case] Buttons do nothing when depressed inside of Intouch HMI.

8/28/2024: -Windowmaker -When they go into runtime, there are certain buttons that are not "working" they do nothing. -Client side is working fine. But the two "dev" machines are doing the exact same thing. (Both dev's are VM's). -Started messing up a couple of weeks ago. -Button to ACK does not clear the alarms. -Running a Key-Script. Action-Script. -Office #: (870)-409-5288 -Any button associated to input it does not work. 8/29/2024: -Called AVEVA, waiting on a call back or email back. 8/29/2024: -Called customer to follow up. He will be out of town until 9/4/2024. 9/10/2024: -Updated Case inside AVEVA platform, Awaiting word from AVEVA. 9/11/2024: -Meeting with Tier 2 support. -Seems to be more and more license related than anything. -Sending customer a .loc Demo license to test 9/12/2024: -LM: 3.5.1 -LS: 3.5.1 -Platform: 3.5.1 9/13/2024: -Set in meeting waiting for customer with Tier 2 support for 10 minutes, left the customer a VM that we would disengage at 12:10 P.M EST if he did not join. Which we did. 9/19/2024: -Third meeting with client. -AVEVA took screenshots and more information. They will be going to development for this one. Andrew: (870) 409-5288 Rodney: (870) 409-5196

[ISS Support Case] Intouch account permissions issue

isn't added to the local administrator security group. will try that and get back

[ISS Support Case] Trying to convert 10.0 application to 2023 R2

General questions about installing and upgrading

[ISS Support Case] License could not be acquired

Unable to connect to the license server (it's local) Trying a repair installation

[ISS Support Case] Can't connect to the license server

Getting errors when trying to connect to the license server. Checked the license manager service, the ports

[ISS Support Case] InTouch Machine Edition license acquisition Failure

Client reached out due to when try attempting to open InTouch he receives an error message stating he exceeded the license tag count. Client has 1,500 tags and 3K tag count license.

[ISS Support Case] DB Load failed

Control logix plc DB Load Fails with no errors in the logger

[ISS Support Case] Warning when validating scripts

[ISS Support Case] Alarm Screen Needs Re-Formatting Post Upgrade

Alarm screen is missing the comment tab and displaying some unnecessary columns. They need the comment to show as it says what the alarm is and why it was triggered. The names are not particularly informative on their own.

[ISS Support Case] Unable to Open WindowMaker

-Trying to pull up windowmaker, new license is activated. -Cannot open Windowmaker. -LM Version:4.0.1. -AV-devstudio 250/1000/100. -Customer needs a 2023 R2 License.

[ISS Support Case] AAPKG file import

When attempting to import an standalone application a dialogue box display saying fill to create application see logger for details

[ISS Support Case] Data not coming back after a reset of the PLC.

[ISS Support Case] Restored Application Is Not Editable Via Window Maker

We performed a backup of a standalone application through Application Manager on a clients system. However, when attempting to restore the backup on our systems, we are unable to import the project from the taskbar. While we managed to import it using the Tool option, we are unable to open WindowMaker. Could you please assist us in restoring the backup and resolving this issue?

[ISS Support Case] Installation question

[ISS Support Case] License Manager requires a login

When opening the Aveva Enterprise license manager a pop up requesting a login appears

[ISS Support Case] How to Automatically Start InTouch on Windows 10

Client reached out looking for guidance on automatically starting InTouch on node startup.

[ISS Support Case] License Release Request.

9/11/2024: -Disaster recover. -Needing License Release. -License Manager 3.5.1

[ISS Support Case] Plant down. License cannot be acquired.

9/11/2024: -Had a power outage. -License Manager Version: 3.7 9/11/2024: -unable to aquire license. License manager seems to be not serving licenses properly even though the license are "In-Use". -Demo .LOC did not work .XML did not work. -Checked Date/Time. 9/12/2024: -Customer Ran repair on system. -Cannot access License manager. 503 Error. -License manager web service was not running. -Deactivating license, applying LM 3.7.002, then reactivating license to hopefully clear up LM files in the background.

[ISS Support Case] InTouch v2020 Logger Info

Client reached out due to multiple repeated errors in the logger. User has also stated that the PC seems to be locking up/freezing frequently. System was having issues starting ArchestrA Service Bus: "Failed to start service ConfigurationService. This is likely due to a configuration problem."

[ISS Support Case] InTouch PCS Service Memory Consumption Issue

Intermittently the server that is running InTouch will launch a PCS frame host service which will run until it consumes all available RAM and locks up the server. The graphics in InTouch application also stop rendering and freeze during this time.

[ISS Support Case] Trend lines disappear

about 20 seconds after starting the trend client inside an industrial object, the trend lines disappear no known changes have been made recently, this has been in production for a while standalone application 2020R2 SP1 P01 They are going to try exporting the project to 2023 and another 2020R2 installation to see if the behavior persists. try to change the retrieval method from best fit activefactory cyclic

[ISS Support Case] Offline deactivation help

[ISS Support Case] InTouch 2023 R2 Software Request

Client reached out requesting a copy of InTouch 2023 R2.

[ISS Support Case] License Release request

-One Dev license, two workstation license. -Firestation 1 and Firestation 2. -License cannot be acquired. -Site ID: 137655 -Firestation 2: 655327-3, Release the other License. 655328-3 License Manager Version: 3.6.00000 Intouch HMI Version: 20.0.000

[ISS Support Case] InTouch WindowMaker License Acquisition Failure

Client reached out as user was trying to start Windowmaker on a node that was only licenses as a workstation.

[ISS Support Case] Communication is sometimes being lost when pushing NAD changes

Client has a heartbeat tag looking at $Second of an InTouch app on a separate machine. It is losing comms when NAD changes are pushed and not being re-established until the NAD folder gets cleared out and changes get pushed again.

[ISS Support Case] Offline License Regeneration

9/17/2024: -Customer needs Licenses to be regenerated. -Licenses were previously released. -Asked to Sync the License Server in question. Customer then had a .send file that was generated after syncing. -Customer now has a new receive file.

[ISS Support Case] Intouch 2020 R2 SP1 Install issue

Missing SQL Server

[ISS Support Case] Needs Installer for Intouch 20.1

need to obtain Intouch version 20.1 to review an existing customer application for migration estimation. I have found documentation on the AVEVA website, however have been unsuccessful in finding the ISO file to download and install. Can you provide the correct software files needed in order to load the customer application?

[ISS Support Case] has no control over one machine on window viewer cant use controls or click

[ISS Support Case] How to Remotely Access HMI Node

One more thing that I would like to ask you is if there is any way to see the HMI screen online on my laptop as the HMI station is on the 5th floor and my laptop is with on in the 2nd floor. We are both connected to the same network.

[ISS Support Case] Not able to acquire License. Primary server w/Backup Server. Offline

-Shows as active inside enterprise license Manager. -Local License. -Does use Backup and Primary. -Offline. -Harddrive ran out of space, Copied image onto new Harddrive. -Cannot Acquire License. -3.7.002

[ISS Support Case] DB load error

When loading new tags into the application the DB load fails saying to look at the logger for details.

[ISS Support Case] InTouch ReadOnly License Acquisition Issue Undetermined

I activated some new licenses on a server but the intouch app does not see them. Old Server running 2020 reached end of life - Deactivated licenses on old server Activated licenses on a new server fresh install of 2020 R2 SP1 - Configurator shows good - License Activates - Application Shows Demo acquired

[ISS Support Case] Alarm logger issue

Client is unable to confirm that the wwalmlogger process has stopped running in order to restart it upon failure.

[ISS Support Case] Migrate InTouch Scripts to different Application

Client reached out inquiring how to migrate scripts from one InTouch application to another.

[ISS Support Case] Needs a license freed up to activate on new computer

Message from contact: URGENT! One of our computers running Intouch HMI 2023 has gone up in smoke and I need one of my licenses freed up so I can can activate it on a new replacement computer.

[ISS Support Case] Can't find tags in InTouch tagname dictionary

they are trying to edit limits of several tags, but all they are finding is a supertag and they don't know how to edit the child tags

[ISS Support Case] License Manager no license.

No license inside the License manager -Configuration for license was originally set to run Flex licensing. Switched over to Perpetual licensing. LM: 4.0.1 Site ID: DE1

[ISS Support Case] Upgrade to 2020 R2 SP1 Failure

Client reached out as when user was trying to run installer to upgrade to 2020 R2 SP1 he was receiving the following error message and the installer would fail to start: "A Windows Installer setup is already running. Please try later when it has completed."

[ISS Support Case] Windowviewer crash

[ISS Support Case] WindowViewer Failure to Start Automatically

Client reached out as when trying to configure WindowViewer for automatic startup it failed.

[ISS Support Case] intouch - license could not be acquired

log viewer: 1. Failed to communicate with aveva enterprise license product service. 2. Method details: void createchannelandestablishconnection()exception message: configuration system failed to initializestack trace

[ISS Support Case] Suitelink Issues

[ISS Support Case] Application is being Edited in another Session

Client reached out as when he was attempting to open WindowMaker user was receiving the following error Application is being Edited in another Session.

[ISS Support Case] Setting up a machine with flex licenses

InTouch is not reading flex license HMI workstation. It seems like its activated correctly.

[ISS Support Case] New tags have no data

New tags have no data after adding them in manually and no data is showing. Existing tags have data.

[ISS Support Case] ABCIP not able to read

Running Compact logix 1769L36ERM. Firmware 34. G series V7 only up to firmware 33. 2.0

[ISS Support Case] assertion error

Client reached out because after performing a DBload user received the following error when starting WindowViewer: "Assertion error - make note of error. File d:\azagent\build\1\a\src\sc-core-irvine\database\rundblib\rdbgtset.c line 287"

[ISS Support Case] Series E Panel PC Default User Name And Pw

Has a panel PC AVEVA Intouch. Cannot remember the AVEVA user password or Administrator Password.

[ISS Support Case] ITAA Launches Managed App Copy But Gets No IO

Customer has 34 standalone legacy apps. Client has ITAA firing up a copy of the standalone app in WV. Piggybacking ITAA of of that. So that he is not impacting the production machine. He has his own copy of InTouch that he is launching. Starting up a brand new intouch view ITAA to that (so he has his own copy). His process is working for 34 out of 35 applications. The 35th app is a managed app in the galaxy. Deployed to a separate production area. Client is trying to copy the folder of the managed app and open the managed app / run it like its a standalone. The InTouch app will launch but not getting / connecting any IO. Can that work at all ?

[ISS Support Case] License failed to aquire

License failed to aquire

[ISS Support Case] System Managment Server fails to configure

System Managment Server fails to configure

[ISS Support Case] Intouch resolution after application migration

Intouch resolution after application migration leaves the screen and text unproportionatly sized.

[ISS Support Case] Deployment/Undeployment Failure

Client reached as user is unable to undeploy or deploy any objects to specific target node. Whenever user tries he receives one of two errors. "Communication error: Engine communication error" "unable to communicate with objects hosting engine"

[ISS Support Case] Terms and agreement is greyed out

Terms and agreement agreement is greyed out

[ISS Support Case] Resolution not working correctly in Maker

Maker seems to expand across entire 3 screens. Was working in previous version. Wants to just view it on one, primary monitor.

[ISS Support Case] No data in historical alarms

"there are no items to show in this view"

[ISS Support Case] Options for Retaining InTouch Alarm History

objective Alarm history retain after intouch is restarted Power loss at a plant results in lost alarms when system comes back, alarm history is not retained. InTouch 2012 Windows 7 Greenwood Chemical Standalone Having issues with SQL unable to access the system Don't have information to login Limited space on HDD (500MB) Looking for a quick workaround to apply while on site.

[ISS Support Case] ViewApp Client Upgrade License Issue

Tamper detected error in logs for the client system not pulling a license

[ISS Support Case] OS compatibilites

End customer currently has InTouch 10.1 installed on XP OS and they are looking to upgrade there os as high as possible without needing a new machine to run the InTouch application.

[ISS Support Case] How to read a double int into Intouch?

Trying to read a value from Control Expert that is a double int and would like to know what to make the InTouch tag.

[ISS Support Case] System Down Seeking Configuration Guidance

Ref case 88089. Completed product install needs configurator guidance.

[ISS Support Case] System Down No Runtime IO - How to Move IO Server Configs

Ref case 88089. Got everything we thought we needed, all the tags, Started the application - blank no data Modified Install OI Server installed Now what

[ISS Support Case] System Down Seeing Live Data Trends Do Not Work

Ref case 88089. Up and running Seeing Live Data Trends Are Flat

[ISS Support Case] System Down No Runtime IO - How to Install OIServer

Ref case 88089. Got everything we thought we needed, all the tags, Started the application - blank no data not certain on OI server types (initially MBTCP)

[ISS Support Case] Application Start Errors

Case references 88065 Seeing Assertion Errors Cannot access topic for Access Name error

[ISS Support Case] Unable to Import Published Application

Does File Import Gets: Invalid Application or file Please Try Again

[ISS Support Case] Trend shows no data

when using the 16 pin trend graphic no data displayed.

[ISS Support Case] SqlInsert Broken in WW 2023 R2

Works fine with v2017 u3 sp1 p01. Freezing issues during runtime when running the sqlinsert scripts

[ISS Support Case] License activation questions

[ISS Support Case] Questions about InTouch standalone

asking questions about pushing updates to InTouch standalone without using NAD

[ISS Support Case] Not acquiring license

I am getting "License could not be acquired" error when trying to run my Aveva Intouch application. The license is for version 2023R2, so I downloaded 2023R2 SP1 and installed that version.

[ISS Support Case] IE opens his site and is not supported

[ISS Support Case] Seeking 2023 R2 SP1 Installation Guidance

Going to be installing historian and intouch. can I select all of those on an install or do I need to install them one at a time

[ISS Support Case] Aveva 2023 QuickFunctions

Client reached out because after migrating from 10.0 to 2023 QuickFunctions\ActionScript are no longer functioning. When viewing Quickfunction the user receives an error stating: "Call is a reserved word." If the ActionScript is edited to not contain the Call function to the QuickFunction(ShowFaceplate) the error changes to the following: "Unknown Method ShowFacePlate."

[ISS Support Case] Intouch Installation issues

SP installer has intouch checkbox greyed out installer is unblocked

[ISS Support Case] How To Use wwClient To Validate IO

Now running just a regular window in WV Configured PLC's / communication drivers. Not getting data. ??Tested with wwClient - No (unfamiliar process)

[ISS Support Case] Help configuring NAD with InTouch

[ISS Support Case] Licensing Assistance

currently run 2017 R2 Weeks ago called updating to U3 recieved guidance worked provide demo license started process created new LM on VM... A tech provided a zip with all licenses Needs to add to add 4 Seeking architectural guidance.

[ISS Support Case] view.exe crashing undetermined issue

Intouch 2023 R2 P01 Restarted view server when the app opens splash screen (loads) view.exe will eventually crash Have TM running tm WILL BOOT A FEW TIMES before eventually running the app. Has Logs. Silent error Window just closes Existing system Domain started (last Thursday)

[ISS Support Case] WindowViewer cannot acquire a read/write license for remote desktop services client.

Client reached out as when user was trying to start WindowViewer within terminal session user was receiving the following error: "WindowViewer cannot acquire a read/write license for remote desktop services client."

[ISS Support Case] License failed to aquire

License failed to aquire

[ISS Support Case] Failure to Acknowledge Live Alarms

Client was using an action script button to acknowledge alarms from InTouch.

[ISS Support Case] Acknowledging Live Alarms

Client was attempting to acknowledge a specific alarm in Alarm Viewer Control using AlmAckDisplay(). The alarm status would not change at all when clicking the button associated with the action script.

[ISS Support Case] Time Change Gets license not acquired Plant Down

Existing system 2023 the license is installed the time zone on the computer changed Does not recognize license anymore local license server Dropped in LM Activated Deactivated Reset of the time and licensing starts working

[ISS Support Case] Windows Properties Initialization Failure

Client was trying to adjust window properties of window but when clicking properties they would not initialize within WindowMaker.

[ISS Support Case] not getting messages from devices group

[ISS Support Case] InTouch Window Positioning

Client reached out as he had a specific InTouch window he wanted to pop up in a specific position on a second monitor.

[ISS Support Case] WindowViewer License Acquisition Failure

Client reached out as he was receiving license acquisition failure message when attempting to start WindowViewer.

[ISS Support Case] Upgrading InTouch Application Results In Duplicated Scripts

Helping with an application putting on 2023 R2 previously 2023 can open the application - errors on run - scripts duplicating

[ISS Support Case] Failure to update use count

Client reached out because user received the following error when trying to update use count for Tagname Database: ""Assertion error - make note of error. File d:\azagent\Build\1\a\src\sc-core-Irvine\database\dbsptlib\dbmem.c line 3092"

[ISS Support Case] Windowmaker error: Exceeded Dictionary Limit of tags.

Cannot open intouch app in windowmaker via IDE

[ISS Support Case] another instance is running

tried to delete appedit.lok 3 times

[ISS Support Case] Seeking options for Calling Up IP Cameras In InTouch

Options for connecting to IP camera. Group took on a project over their head. system is like 25 - 30 yrs old. cctv cameras 25-30 yr old call system. What do I need to do in intouch to actually ip cameras. All closed circuit hardware driven. Going through a multiplexer. CCTV to IP interface Architectural guidance what do I need from a hardware standpoint to call up IP cameras in intouch. Had a 'due-cane' system - DDE server to connect to cameras. Say I install VLC player can I use that to interface? meeting shortly objective is to have an intelligent conversation with client relaying options.

[ISS Support Case] Locked Out of InTouch Security Default Password

Working on an app upgrading from 2017 - 2023 AVEVA intouch standalone it looks like the old integrator used InTouch Security crashes everywhere:

[ISS Support Case] License activation questions

they're moving their license and wanted to know how to do it

[ISS Support Case] Recipies Display Incorrectly

Recipies Display Incorrectly iwhen selected within Intouch the recipe name is not displayed in it's entirety

[ISS Support Case] Is Imaging A Standalone InTouch Node Supported

old 2014 PC standalone intouch node they want a back up real quick. But I dont know how this would work. Can I make that image a VM (copy to a virtual machine)?

[ISS Support Case] Switching From InTouch Security to OS Group

I need a technote or knowledgeable on how to convert it to OS security. When I click on OS security it doesnt allow me to add any thing.

[ISS Support Case] wants to know if his PLC is compatible

using DASABCIP allen bradley compact logix 5069L306ER firmware 35

[ISS Support Case] InTouch Communication Failure

Client reached out due to a lack of communication between PLC and InTouch Tags.

[ISS Support Case] InTouch WindowViewer is not responding

The client is utilizing an RDS setup. Four of the sessions of WindowViewer seem to keep freezing and showing "InTouch HMI WindowViewer is not responding". The other nodes seem to be also functioning sluggishly.

[ISS Support Case] Intouch no data on the screen during runtime

No data on screen, redeploying the intouch app resolved the issue temporarily.

[ISS Support Case] InTouch RDS License Acquisition Failure

Client reached out because when attempting to start WindowViewer using is receiving an error message stating the Remote desktop services license cannot be acquired.

[ISS Support Case] Start/Stop buttons not working during Runtime

Wednesday a PC swap was done, and we have had several issues with this PC ). After reading below, please let us know if you want one ticket or multiple tickets opened.

[ISS Support Case] Intouch questions

Importing older templates/graphics. Loopback adapter not installed. VM based.

[ISS Support Case] InTouch Still Writes With Read-Only License

InTouch Still Writes With Read-Only License reserved and checkedout option enabled. Read-Only license reserved (w Checkout) and acquired by InTouch workstation however InTouch is still writing in runtime. Remote access is set to ReadOnly (in WM) Objective Intouch must run as ReadOnly regardless of remote access.

[ISS Support Case] How to make sure than a dev box always picks up the correct runtime license?

[ISS Support Case] Migration/importing questions

[ISS Support Case] ViewApp Stuck in Synchronization Status

Client reached out because when user deployed ViewApp it became stuck in synchronization status.

[ISS Support Case] InTouch View can take over 90 seconds to open No Internet Connection

Upgraded to version 2023 R2 SP1 and now the application takes over 90 seconds to start. This is way too long for normal operation and operators keep complaining that the system is not responding properly. Sometimes they get a popup stating "InTouch HMI WindowViewer is not responding"

[ISS Support Case] Looking for help looking for a backup from a crashed hard drive.

[ISS Support Case] WindowMaker License Acquisition Failure

Client reached out as when he was trying to upgrade application he was receiving a license acquisition failure message.

[ISS Support Case] WindowMaker Windows Missing

Client imported several windows, but when opening WindowMaker they are not available for editing.

[ISS Support Case] ReadOnly Application Operating Extremely Slow

The node with the RO license is operating extremely slow now. Not sure what is causing this. When you get a chance, perhaps you can use teamviewer to see how it's behaving.

[ISS Support Case] lgh files max out

New install of 2023R2 P01 and now when over 2 gigs lgh files max out. Hist Trend freezes at updating Error message: View(component) hist abort ack message error server not responded

[ISS Support Case] Legacy InTouch Application Not Launching Viewer Launches Demo

Intouch Issue: used intouch version 5 (time on the software) reminded of an issue from years ago. looked online whenever I evoke application explorer comes up with the available apps I can go into and view. I can browser to the application I want to start in WV. Error : "Application C:\demoapp1...." Not trying to run that application. Created a DemoApp1 to satisfy the error, issue persists. local to computer

[ISS Support Case] Placing Application In Runtime Screen Is Cut Off

Not sure what happened. My screen Window Maker to Window Viewer it's almost cut by a 3rd. Development screen Windows side set up 1280x1024. Go to WM shows the screen correct. In Full Screen Correct (still in WM). Switches to Runtime application screen is cut off.

[ISS Support Case] Assertion Error Opening Viewer dllobjvw.c

For some reason looks like I'm missing two .dll files from an intouch application. Controllers are some 30 years old

[ISS Support Case] Information on modbus running as a server

OI Server SNMP Wants to know if you can run modbus tcp as a server rather than a client

[ISS Support Case] Configuring SIDIRECT Communication With Intouch 2023

We are setting up connections to Siemens S7-1500 PLCs and those are new to me in AVEVA world. I am looking for some basic information on OI Server setup using SIDIRECT and corresponding access setup in InTouch. We plan on using the Legacy reference. I have found the required settings for PLC communication and I will confirm those settings with the vendor. There will be five independent S7-1500 and I will be creating five different Legacy objects. Is the Legacy object name the Topic name assigned in InTouch or is it the Device Group name in the Legacy object. And what is the application name to use for InTouch. And I wasn't sure if I needed to define the tags in the Legacy object. I am used to AB where that is not needed. I have the AVEVA doc link, https://docs.aveva.com/bundle/sp-cdp-drivers/page/SIDIR4OI4index.html, for SIDIRECT. Any other documents that have the complete steps to setup the OI server and then the InTouch settings would be helpful.

[ISS Support Case] Application is being edited in another session

Application is being edited in another session

[ISS Support Case] Intouch Connector tool

Connector tool fails to draw correctly after being used a few times

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as when user was attempting to start InTouch they would receive a license acquisition failure message.

[ISS Support Case] Import InTouch tag into Historian

Client reached out looking for guidance on Importing InTouch tags into the Historian as when user was importing tags it would delete the previously imported tags.

[ISS Support Case] InTouch Graphic Communication Failure

Client reached out due to a graphic object representing a valve losing connection to communication drivers when navigating between windows.

[ISS Support Case] ViewApp Stuck in Synchronization Status

Client reached as when deploying ViewApp the application become stuck in synchronization status.

[ISS Support Case] windowviewer application directory does not exist

created a new galaxy and now they are unable to open their intouch on their old galaxy

[ISS Support Case] Unable to Restore Galaxy .CAB

New Install setting up Intouch Server (2023) Unable to connect to Alarm DB using Windows Authentication. Remote support not possible.

[ISS Support Case] Updating MS Visual C++ Libraries on AVEVA 2020 R2

I support WonderWare 2020R2... We use WonderWare to control our production process throughout our packaging facility here with 25+ Wonderware clients running. Recently, we have discovered that it appears a newer version of C++ has been installed on our PCs and it is breaking WonderWare 2020R2. The Intouch HMI viewer will no longer open and reports multiple dll file missing errors related to Visual C/C++. We have discovered a workaround that if we uninstall the newer versions of C++ from the machine and then repair wonderware, it will alleviate the issue. However, this feels like a bandaid and is only limping us along until the next time it installs. My questions are: 1. Is there a way to force WonderWare to ignore newer C++ installs and just use the version thats compatible? 2. Are there any other things we can try that dont involve upgrading our version to troubleshoot this?

[ISS Support Case] InTouch Bitmap Transparency Issue

Client reached out as user had configured a bitmap as an overlay to different symbols representing areas of the plant. The bitmap was mapped to/responsible for navigating to these areas within the HMI. The bitmap was showing as transparent in WindowMaker but was obfuscating the view of the graphic in runtime.

[ISS Support Case] Alarm Printer - UAC is prompting admin login

UAC is catching the alarm printer control and is prompting or admin logging when logged in as non admin.

[ISS Support Case] SA_Trend Graphic Data Reset

I'm trying to test out the Stock Situational Awareness graphic "SA_Trend_MultiPen". I've got a functionality question regarding changing the time period live. I've added this graphic to my application and opened it's configuration. I've set 4 tank level tags and can see trend lines. I am not looking at a historian, but the local computer for log files. There is a down arrow button at the top left of the grid, which when pressed, allows the user to pick a different X-axis timespan. However, my problem here is that when I choose a different timespan, the data resets. So if it's defaulted to 1 min or 5 mins and the operator is having an issue he wants to review, he might want to choose a 1-hour time span. However, all that is erased with the change, and the data starts over. I get that this isn't a Historical Trend, but surely that data shouldn't be overwritten until window viewer is restarted.

[ISS Support Case] Recipe lists are to small

After an upgrade Recipe list text is to small

[ISS Support Case] aaServiceHost32 is crashing

Issue seems to have started December 8th - 11th No new updates applied NO AV on the system Just want to clarify before pushing out an update out trying to ensure alarm logger is running get process by name wwalmlogger (is that correct) have now a periodic script that checks this is running, seeing frequent crash events in event viewer they did the upgrade on this up to 2023 P03 Back story: while trying to deploy at one point the galaxy did get corrupted (had to recreate) no details about recovery at this time (JD OOO) Got it running and now is in production Seeing aaservice host 32.exe error in event viewer alarmlogger crashing

[ISS Support Case] DA driver communication

After configuring and setting up a new DA TCPIP 3.0 driver the are not communications that are coming in InTouch

[ISS Support Case] AOS server OI crashes when encountering one specific object

We've got a REAL bad object, and whenever it's referenced (or even looked at in object viewer) it takes down the entire AOS server. I have some logs, some galaxy exports, and some tears in my keyboard.

[ISS Support Case] Application Errors, reverting to previous version.

1/5/2023: -Did updates on two machines. -made changes on the secondary server, exported window to the primary. The primary changed it's name to the secondary, even though the export was just the one window. -Reverted to an older version.

[ISS Support Case] Archestra IDE missing

IDE in shortcut on start menu is blank, cannot find IDE in start menu folders.

[ISS Support Case] How to determine which window is associated with a certain number?

How to determine which window is associated with winXXXXX.wvw?

[ISS Support Case] Intouch Licensing Issue

Client called in due to not being able to open development software. He was receiving "Failed to acquire license" error message." Client was unable to open AEL possibly due to domain/account settings and was also receiving "Access Denied You are not authorized to access the this page" when attempting to open License Manager.

[ISS Support Case] License Activation ID in Use

Client called in due to receiving error message when trying to activate newly purchased license that stated " Unable to activate License - This Activation ID X is already being used. Please use different Activation ID"

[ISS Support Case] WindowViewer can not be launched

It says that it can't find the application. When reimporting it says failed to impersonate ArchestrA user.

[ISS Support Case] ABCIP Driver Installation

Client reached out requesting assistance with locating/installing of ABCIP drivers.

[ISS Support Case] PLC to OI Server Communication Failure

Client called in due to HMI screen showing blank which was connected to a specific PLC. The Server tree had 20+ PLC's listed under it and two of them seemed to not be sending data to Intouch. Confirmed this through test with WWClient $Sys$Status tag and some of the analog tags from the PLC's. The test were passed on all but two PLC's. Suggested to client to deactivate and reactivate OI server, but some of the connected PLC's are in live environments. Client advised they may need to migrate these PLC's back to the older servers in order to perform a server restart/repair.

[ISS Support Case] Intouch licensing issues

Licensing issues in the past. Intouch is not seeing a license. Verion 2012 R2 Patch 2. 10.6.002

[ISS Support Case] Getting License Is Currently Activated Message

Client uninstalled products and is unable to license them. Gets License Is Currently Activated Message. Was provided a .LOC which works LM 3.7.000

[ISS Support Case] License & Dictionary Limit Issue

Client called in due to issue when trying to Launch Window viewer. User is receiving "License not available error message". After retrying or trying to launch anyway receives "Exceeded dictionary limit" error message. Client did not have access to node remotely. Requested InTouch version information as well as screenshots of error messages.

[ISS Support Case] Tagname Dictionary

Application freezes when trying to launch the tagname dictionary. Working on a project in AVEVA HMI workstation version 2023 P03 (SP_2023_P03) and the Tagname dictionary keeps freezing up after clicking the select button. It will not launch the Tagname dictionary, and I must launch the windows Task Manager to end task of WindowMaker each time. It just freezes up.

[ISS Support Case] InTouch Scripts How to Delete Export and Import

Please email me how to perform the functions to Scripting in WindowMaker below. How to delete a Script in WindowMaker How to export and import scripts from different projects.

[ISS Support Case] 2023 Installation and licensing

License Manager is stuck in a stopped state and unable to start license services.

[ISS Support Case] Determine Security Configuration Of An Application

Have an application with multiple users with various access levels. I'm using the same collection of users identical to a previous version of this application / project we did. Manually created users in Windows. [Issue] Logging on with one of the users and the logged in user does not have the permissions they should have. Proprietary Medical Company unable to disclose name.

[ISS Support Case] How to determine InTouch Versions

Has multiple projects wants to identify the versions in which they were created.

[ISS Support Case] Trend Pages Displaying Blank

User called in due to issue when navigating Trend pages. Upon moving to the fourth page it would show blank with no trend information. The first three trend screens viewed would function normally. Client was initially receiving this error message from view: "HIST Abort Ack Message ERROR: Server not Responding." When reviewing documentation relevant to this error message found issue could be related to IE packages being used to serve Trend pages. (InTouch 7.1 and later (including ver 7.11) requires Internet Explorer 5.5 or above to be installed. InTouch 7.1 and later requires Internet Explorer (IE) to be installed on the machine. InTouch uses many resources and libraries that are provided by IE. After installing IE issue persisted. Requested that user check if HD.exe is running in task manager and it was not. When user attempting to start the service he received multiple error messages from WWHEAP: "(000b) HSareInternal: Expected ERROR_ALREADY_EXIST. 0" "Your system may be low on memory "and then an access denied message followed by what appeared to be a memory address. After reviewing further documentation relevant to WWHeap error messages found this: The wwHeap.dll module is single threaded and requires that all your IDEA applications communicate with it as a single threaded application. If your IDEA applications are allocating too much wwHeap memory, WindowViewer may not be able to allocate memory for itself, causing assertion errors or even access violations. It is also possible to run into errors in your IDEA applications if Window Viewer is too busy processing scripts, alarms, or history, or if the CPU usage is high. Error: "WWHEAP/(000e) HShareInternal: Expected ERROR_ALREADY_EXISTS". This error usually points to duplicate dlls on your system such as the wwheap.dll. Requested that user delete the two erroneous copies of the DLL from their system which temporarily resolved this issue. The issue reoccurred, but only when browsing two specific trends and when logged in as an operations user. Provided client with change network utility to assign an admin account for connection to the Trends. Client has advised this is working currently and would follow up later this week to verify continued operation.

[ISS Support Case] Remove or Omit Web Folder from Published App

How can we remove the Web Folder and its files from the published app folder? We do not use the Web App functionality. We manage all our Apps in a Galaxy using IDE. When an App is ready for deployment, we right-click on the app in IDE, and choose "Publish InTouch Application". This creates a Published App folder that we can then copy/paste to a field machine. The file size on these folders has gotten larger after upgrading to 2020 (partly because the "Associate Galaxy Graphics" checkbox keeps getting re-checked), but looking through the folder, the WEB folder makes up a large portion of the total folder size. How can we omit this folder when publishing?

[ISS Support Case] Assigning Long Integer to Indexed Tag

Client called in as they were attempting to use ABCIP drivers and Controllogix PLC to read an array of Long integers and convert them to be stored as a single indexed tag value. Advised client that Individual Elements of an array can be assigned to single tags, but array functionality in this manner is not supported.

[ISS Support Case] EAC Not Displaying Historical Alarms Error 164

Managed Intouch application. EAC displays alarms when run on the GR. Same application deployed to a remote work station does not. In SMC EAC logs the following: Failed to connect to Historian at NodeName:32568 - error = 164 (Communication Error) Connection to History Blocks Data Storage failed on server Historian Server not reachable

[ISS Support Case] How to reference a BIT in a MODBUS register

Direct Email: Any recommendation on how to decode an integer into individual bits? I have some devices that give alarms as a 16 bit integer but each bit represents a different alarm or warning. Usually from a TI PLC you can read V100.1 etc. but evidently you cant read these MODBUS register bits individually. I believe I can do this in an InTouch app but really only want to display the alarms on PI that is feed from the Wonderware Historian.

[ISS Support Case] Failure to Acquire License

Client called in due to failure to acquire license message. Client is using .LOC license and it stored in the correct folder. When checking this file it showed blank as well. "LocalBackEndAcquireInfo.xml." Had client delete file and retry still no success. When using Demo license application was able to load up after conversion.

[ISS Support Case] Requesting Consignment License Copy

Using development license once deactivated unable to locate XML. Needs copy of development license.

[ISS Support Case] Unable to install InTouch

The installation stalls at a black license agreement

[ISS Support Case] Application resolution across two monitors

1/22/2024: -Sizing for the application is wrong across two desktops. -1920x1080. -(2) 1920x1080 monitors. -One wide screen across both monitors but is around 30 pixels to narrow and to short. -using scale for resolution .ini to modify the screen resolution.

[ISS Support Case] 'No license activated'

1/23/2024: -Activated License. -When opening Windowviewer, say no license activated.

[ISS Support Case] License could not be aquired

License could not be aquired

[ISS Support Case] Are there any Additional Wizards and Widgets Available for InTouch 2023

Is there more Wizard and Gadget options available for AVEVA InTouch version 2023 than the standard options that come with the system platform. Please provide the AVEVA web links and directions if available.

[ISS Support Case] Windowmaker randomly closing

Windowmaker crashing after ~10s. Happens on all applications and published/standalone. Windowviewer is unaffected. Started after subcontractor was trying to export an application, unknown fully what they did. Resolved by deleting docksettings.xml. Found hotfix IMS2173252, but it is for 2023, not 2023P01 so inquiring with AVEVA.

[ISS Support Case] Needs to locate 2023 Download

Trying to install have an older intouch panel, trying to add some buttons to it. Do not have the same version. Version 10.0.200 Dev system is running 2023

[ISS Support Case] How to Auto Start InTouch

The Panel has a shortcut that makes it super convenient to start the application. I want to know how to do that. Couldn't I just put a shortcut in the start up folder?

[ISS Support Case] How to License Activated License

I've dont it like once before, I think you need to go to AVEVA license manager.

[ISS Support Case] Suitelink Error

Client reached out due to failure to start Window viewer. When viewing logs presented with the following error: From WWSLS: Multiline Message Encrypted Suitelink connection from machine (localhost) cannot be established. Problem: Digital certificate received from machine (localhost) cannot be verified or is invalid. Error: This certificate or one of the certificates in the certificate chain is not time valid. Possible Reason: Misconfiguration in digital certificates between this machine and machine localhost. Verified that SMS was configured in configurator and checked if certificate was auto generated. Had client restart server. Advised client to restart the PCS watchdog service which enforces the SSL certificate validity check within 5 mins. This machine host a standalone application and is the only machine in the network. It is the System management server. The certificate is auto generated. Requesting HotFix L00154078.

[ISS Support Case] Intouch HMI, License Request.

1/30/2024: -License Server: 3.6 -Requesting License, have to install proper License Manger First.

[ISS Support Case] Shelved alarm count mismatch

The number of shelved alarms as identified by the platform engines do not match the visible shelved alarms. This happened after upgrading from 2014 to 2020 R2 SP 1 and has been continuious ever since. The only time the correct alarms are shown is after an undeploy and redeploy. Here are some of the questions I have asked: Isolated incident, or has this happened previously? If it has happened before, when and how frequently has it occurred? I dont believe this has happened before. There was a network disruption which appeared to precipitate this. Does refreshing the query help? The thing that fixed the issue was restarting the platforms that the intouch instances run on. Does changing the query and then switching back to the original query help? I did not try this. This looks like its one of the Situational Awareness controls (which is fine) just curious if they happen to have a normal EAC that they use, and if it shows the same results? I dont know what EAC means. This issue appears to have started when there was a network disruption (one of our core switches went offline), and tags stopped recording historical data (i.e. the trends for tags associated with a few of our app servers that lost comms were flatlined). I had to fail over process engines associated with the app servers that lost network connectivity during the switch outage. Once I failed over the process engines, the historical data repopulated; however, the shelved alarms associated with the process engines disappeared (which is why I opened the case in the first place). And ultimately, restarting the platforms that the InTouch instances were running on fixed that issue, and the shelved alarms reappeared on the SA control. This is not the first time that a network disruption caused a slew of bizarre behavior that was fixed by restarting platforms or redeploying objects until things went back to normal, and it probably wont be the last. I wish System Platform was more fault tolerant when network disruptions occurred, but seeing as this happened several times when we ran SP2014 R2 SP1 and is continuing to happen in SP2020 R2 SP1, Ill just accept this behavior as a limitation of the product suite. You can go ahead and close out this ticket for now, and Ill do more restarting/redeploying platforms and objects before opening cases in the future Screenshots and Hf's https://insourcess.box.com/s/a9wlg693sxdmy3lqoffl8hyw1fal4od3

[ISS Support Case] Intouch Web Browser Widget Load Failure

Client called in due to issue when launching a window that has the Web Browser widget embedded in it. The window is blank and there is an error message that states "If this page is displaying incorrectly click here. " Upon clicking the hyperlink the window refreshes with a message stating: "about:blank#blocked" The window is supposed to display an internal website. In the test the client is using a Google.com URL. Believe this issue is related to internet explorer security configuration. The clients tested this on different nodes within the system and it functioned properly on all other nodes.

[ISS Support Case] InTouch Security

Intouch application currently requires user signing into the application to be a local admin in order to access the application but the customer would like them to be able to access the app with out being a local admin 2014R2

[ISS Support Case] Unable to open WindowMaker Error Undetermined

I am working on developing an HMI in AVEVA HMI Application Manager, but I am unable to open the window maker. It states that another window is open when there is not one open. How can I fix this?

[ISS Support Case] Indirect/Pseudo Tag Failed to Poke Error

I created a pseudo tag on a user defined object in the Galaxy and I am trying to write a value to it when a certain configuration of tags all read zero in order to trigger an alarm. The data change script works as intended and I can manually write to to the pseudo tag but when I deploy and run the application, I am getting "Failed to poke item "BlowerAlarms.Check_Blower_Building" for Access Name "galaxy"". I have attached screenshots of the configuration, just needing some assistance figuring out what I am doing wrong.

[ISS Support Case] recipe select screen only shows 4 characters, not formatted correctly

[ISS Support Case] Intouch not connecting to Hist for trend

[ISS Support Case] Cannot access topic 'ViewStream2 Start application "HISTDATA.EXE"

Direct Email: . I did have one issue that popup up when it was loading WindowViewer. I have attached a screen shot. I was able to answer No and it went on to our Home Screen. It did appear that I was receiving data from the PLC that this is attached to but I did not have an operator available to try anything from the HMI, will do that Monday. Message was "cannot access topic 'ViewStream2' for Access Name 'histdataviewstr' Start application "HISTDATA.EXE"

[ISS Support Case] Font Change

Client replaced 1 text display string value in 1 window, then published the application. Font sizes in all other windows then showed as significantly smaller, size in the window the change was made displays correctly. Verified no other changes were made, resolution conversion prompt selected 'No'. Changed text is Arial bold 12, reduced is Arial bold 8. Client will update all 8's to 12 and republish. Backup available if needed.

[ISS Support Case] Logging Daily Alarms to Text Files

Client called in as they wanted to inqwuire about whether it was possible to log the daily alarms to a text file.

[ISS Support Case] Communications Alarm

Is there an internal system bit in window maker that can be used to alarm a loss of communications to a Modbus bridge, If not, how can I monitor a loss of communications to a Modbus bridge and alarm it?

[ISS Support Case] InTouch Window Resolution Error

Client called in because two newly created windows are not filling the full screen. They are set to the same resolution as all other windows which are functioning normally.

[ISS Support Case] InTouchData Service Warning Message

Client called in because they were receiving the following error: "InTouchData Service: AnnounceOnline could not announce to local discovery service due to communication error: The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state."

[ISS Support Case] InTouch Display Error

Client called in because some of his View Windows were opening up not fully maximized and therefore hiding the symbols and they are not using controls so there was no way to maximize the view.

[ISS Support Case] PLC Communication Error

Client called in because he was not seeing communication with PLC in InTouch application. Server was not online for teams session.

[ISS Support Case] General Deployment Failure Platform

Client called in because he was receiving general deployment error message when trying to deploy Platform to target node.

[ISS Support Case] Opening an IT App Gets Initialization Failed Exceeded Maximum Number Of Windows

Direct Email: when I opened the application and I got these messages Initialization Failed Ex Exceeded Maximum Number Of Windows

[ISS Support Case] InTouch WindowViewer Error

Client called in due to error when trying to start WindowViewer. Error message states : "WindowViewer has stopped working" along with options to close, debug or send information about the application problem to Windows. When researching saw that there were several tech alerts that may be possibly related to the issue. 107,108,109. Advised client to follow up with specific version information as a patch may also be relevant to the issue.

[ISS Support Case] InTouch Multi Monitor Set Up Windows

Do I run multiple view instance or is it one instance stretched across two screens and you must specify window and coordinates. stuck with opened .ini file potentially a permissions issue (unable to edit) opened ,ini and unclear if missing entries are an issue, should they be manually added [INTOUCH]

[ISS Support Case] Data gaps due to time being in the past

VM time change data flatlines ever 2 or 3 days active factory SSPI error turn off time sync IO drivers (SMC name system parameters) replaced some cord switches

[ISS Support Case] License Locked Requesting Release

Initially was trying to install intouch 2023 however could not get the license activated. After resetting Windows 10 and reinstalling the license files were held by the old server. I have installed Intouch 2020 and have the software working under a 30 day demo license. I can send the original license files and more details as needed. Did a windows reset deactivated a few times and got locked along the way.

[ISS Support Case] SQL installation Error

SQL version not supported 32bit

[ISS Support Case] Failed to export trend data to CSV

export trend values to a CSV: Start date item invaild

[ISS Support Case] Connect InTouch to AB CompactLogix PLC

I'm trying to connect InTouch to an AB CompactLogix PLC. I have an existing connection to another CompactLogix PLC and have duplicated the settings in SMC but can't get a value to display in wwclient. I'm not sure whether I'm not connecting to the PLC or my syntax is wrong for the address.

[ISS Support Case] Missing Active - X In a remote Workstation .dll was loaded but the call to DllRegisterServer failed

Integrator doing work for a client and and Active X component is not populating a newly added screen. They added an active Ex Object via WM. Working on the development node. Integrator tried registering the application on the remote client and was met with an error. The module xxx with error code 0x8002801c while registering Dll files This is a NAD application. 2014 R2 SP1 (no patches) 11.1.131 2008 R2 Sp1

[ISS Support Case] Window Maker Failure to Acquire License

Client reached out as when trying to open Window Maker they were receiving message stating: "License could not be acquired. Click Retry to check for a license. Click Demo Mode to run InTouch in Demo mode. " When viewing license details in license manager noted that client had demo consignment license with InTouch Dev Unlimited Tags version 23.0. Client has InTouch 2023 Patch 3 installed on server. It was not showing in user or reserved on any node.

[ISS Support Case] Activated License Is Not Acquired New Installation

Intouch application got 2020 loaded on a new computer installed runtime license file says no license.

[ISS Support Case] InTouch Error - NAD unable to download new application

When I try to run a deployed managed InTouch View App on a terminal server session, I receive the error "NAD unable to download new application". Reviewing AVEVA's knowledgebase, a suggestion is: "For Aveva System Platform 2020 R2 request Hot Fix 1389107 For Aveva System Platform 2020 R2 P01 request Hot Fix 143707" Could I plrease receive this Hot Fix to see if it solves my problem?

[ISS Support Case] Migrated application not communicating with PLC

Trying to migrate an older migration 2012 - 2017 Copied over application file (completed steps in WM and migrated over the applcation) See's all windows there for that project Communication set up to PLC ( In previous case directed configure this in the OCMC) Old GE plc (has GESRTP installed) See's listing of processor > go into configuration (looks good) >clicking on PLC 3 tab windows

[ISS Support Case] Error When Opening WindowViewer

Client called in as they were receiving error message stating the following when trying to open WindowViewer: "Application developed with Win16 version of InTouch. Must be run WindowMaker first." When trying to open WindowMaker they would receive the error message stating: Application "File path" was developed with a Win16 version of InTouch. Older than version 5.0 Cannot migrate.

[ISS Support Case] Reverting and Intouch application

the original app was developed in version 2020R2 however modifications has been made in the version 2020 R2 SP 1

[ISS Support Case] OI Communication Issue InTouch Application !Updating

Ref Case 86546: An InTouch Application (new implementation) is not communicating with the PLC. Modified installation thinking there might be some conflict with the CDP. After the modification licensing broke and case 86456 was created.

[ISS Support Case] SQL scripts stopped executing Post 2020 Upgrade

InTouch and SQL script we had an existing application and SQL database upgraded to 2020 about a year a go. Brought from 2014 -> 2020 Updated to 64 - bit Scripts are no longer sending Not sending in the logs not familiar with SQL (profiler logs etc) Analog tags 15 periodically run a report for the day super light weight. Built new database new tables in an effort to eliminate any permission issue. Standalone application. Time based trigger and assigned to button action script

[ISS Support Case] Seeking Multi Monitor Support

Existing project running on some computers Setting up new system 3 monitors unable to get intouch to display larger than 1920 x 1080

[ISS Support Case] How to Export a Selection of Screens InTouch

Direct Email: I was already used to the IDE... client asked me to send him only the new screens created, that is to say not the whole project, do you have any manual or procedure to do this?

[ISS Support Case] missed prompt to change resolution of intouch app

26269

[ISS Support Case] 2017-2017 U3 SP1 Migration Inquiry

If I upgrade 2017 to U3 Sp1 is that difficult? Trying to gauge what's involved.

[ISS Support Case] InTouch Application Error

Client called in as they were receiving error when opening updated InTouch application that states: "unknown opcode in fixupoperand(); 0, ppexp:21e30046 continue?"

[ISS Support Case] SMC / OCMC Does Not Launch Snap-In Could Not Be Found

Messed up one of our servers getting SMC - OCMC not found. Ran repair to address a pop when attempting to launch the application. '..snap-in doesnt work, snap-in not found...' During the repair ( it complained about 'could not find a file') In the log viewer seeing a message an unexpected failure in the log messages (related ??) about 3 minutes before calling in (1:35 PM)

[ISS Support Case] refurb PC, sent out and now back cant install license

[ISS Support Case] Intouch RDS install question

Client requesting documentation on installing Intouch on an RDS server.

[ISS Support Case] Tags not updating in OI server

Intermittent issue. MBTCP-Comm drivers pack 2023.1 Client will update CDP to 2023.1p2 and send logs. Backlog of write txns in logs. SR960221195.

[ISS Support Case] Version Mismatch

Client reached out due to receiving "License could not be acquired" error message when trying to open WindowMaker.

[ISS Support Case] Blank EULA Agreement

Client reached out because he was unable to finish installation process due to blank EULA agreement.

[ISS Support Case] WindowMaker Shutdown when Opening Project

Client reached out as when he would try to open migrated application WindowMaker would boot after a few seconds and then shutdown immediately. Tested with Demo application with same result.

[ISS Support Case] Opens Window Viewer Cannot Access topic "X" for Access Name Pop Up

Trying to download a program to a new HMI Test screen is not working Manufacture gave software to upgrade 2017??? Open window viewer can't access IO error

[ISS Support Case] Installation failure InTouch 10.6

3/14/2024: -Windows 7 professional SP1. -Was provided 2012 R2 previously. -When installing, has to use a virtual disk, in which is giving issues. -Upon installing, a prompt comes up reading "non compatibility".

[ISS Support Case] Getting Application Being Edited In Another Session Post Reboot

Getting Application Being Edited In Another Session Post Reboot

[ISS Support Case] WindowViewer, unable to open, after a surge crash of PC.

3/14/2024: -WindowViewer tries to open, "corrupts" then shuts down. ------------------- Log Viewer: -Windowmaker cannot be started as application manager is running. -Failed to acquire License Feature. --------------------- -Sent WWSuite.LIC and Archestra.LIC Demo for testing. --------------------- -Failed to initialize galaxy service.

[ISS Support Case] Maximum amount of InTouch tags reached

When launching window viewer the error of maximum amount of InTouch tags reached displays and window viewer closes.

[ISS Support Case] Recipe Names Cut Off Narrow Column Format HF 1630068 Request

InTouch 2020 R2 SP1 (20.1.101) When opening recipe selector on a 4-monitor system, the recipe select window is very wide and very short, with very narrow columns showing only the first few characters of each recipe name. I need to have wider columns. I found this AVEVA note about a hotfix that will fix this. Can you check if this applies and can I get it? Sorry for tthe bad pic attached. This is just a "shadow" view of the thin client 4-monitor session. The narrow grey band across the middle of the screen is the recipe select. --------------------- Select dialog shows recipe names in a narrow column format Issue 1: The Recipe Select window displays recipe names in a narrow column format (as opposed to wide) and recipe names are cut off. The InTouch 2012 application displays the recipe select dialog box in Portrait format. However, the migrated InTouch 2020 R2 SP1 application displays the Recipe Select dialog box in Landscape format. Issue 2: The SQL Bind List is unreadable because the column width is too small. Resolution: Both issues are resolved with the following: Request HF 1630068 for Aveva System Platform 2020 R2 SP1.

[ISS Support Case] Inconsistent data and data not populating.

[ISS Support Case] InTouch v2023 R2 Install

[ISS Support Case] Historical Logging Not Working

Just trying to do historical logging no getting any log files. Permissions Directory Looked in logs Started and stopped application Never got it working Trying to set up distributed logging Running 11 Clients (tried to isolate server and one client (want it to be the logger))

[ISS Support Case] Installation questions

[ISS Support Case] Remote Gateway Communication Not Working

Has an intouch application uses fsgateway, has working set up using older software working. Newer versions mimicking the same machine InTouch and Gateway. New machine with remote Gateway. Updated the access name Service from FsGateway OPC Da or OPC UA Windows 10

[ISS Support Case] Installation Issues Close Running Applications

Direct email: if I download a different version will it over write the stuff I already have on my computer? I got the download. But now it tells me I have applications open and I dont. I have restarted my vm and computer. But still get the error message.

[ISS Support Case] Unable to access Intouch applications

Getting an error stating wm.exe cannot be found when trying via application manager. Try via IDE, gets popup application was developed in Edge, do you want to convert? If Yes, loops to same cannot find wm.exe error. SI not on support, contacted AM

[ISS Support Case] AA Graphic Keypad Animation User Input Font Size

We have a customer asking about changing the font size of the keypad launched from an Industrial Graphic (user input animation > use keypad option)

[ISS Support Case] InTouch Application Stuck Orange Icon Issue

Intouch 2014 R2 P01 It 4 WSP Server 2012 Deploying to Windows 7 was previously deployed (InTouch View App Not transferring) Stuck Orange Icon

[ISS Support Case] Insight History is not accurately displayed using default time spans

From Insight on the graphs, if you hit the 30 days you are missing the first 20 days of data it's blank. Using a custom time range allows you to see data sully. Believes the data sources are 2017 coming from multiple sites. Not sure if this is related to any maintenance. Client is uploading screen captures (SEE BOX)

[ISS Support Case] AA Graphic Keypad Animation User Input Font Size ENH L00156497 Status

We have a customer asking about changing the font size of the keypad launched from an Industrial Graphic (user input animation > use keypad option) Is this available in 2023 or 2023 R2? Would like to ask about SR 0001790777 which lists ENH L00156497 and see if this was ever implemented

[ISS Support Case] wants to know if intouch 2023 SP2 file will work with intouch 2023 R2

[ISS Support Case] Locked License Needs a Release

Trying to move from Windows 10 2023 to server 2016. Was working then at some point in the moving process activation attempts results in Activation is already in use.

[ISS Support Case] 2020 License Not Activating Gets Offline Activation Message

License Server Agent Service is not working. Uninstalled reinstalled a few times. Every attempt he is met with a message about not being able to communicate with AVEVA activation servers.

[ISS Support Case] Demo License Request

LM 3.7.002

[ISS Support Case] License not working

Has 3.2 on there.

[ISS Support Case] Communication with S7 Sporadically Working

At customer site InTouch standalone 2020 R2 SP1 P01 20.1.101 2020 R2 Sp1 Talking with S7 PLC's using suitlink SIDIR (as a an application) local DDE connections CPU 319-3 PN/DP 3.2 firmware set up like the rest of the lines firmware unknown Set up HMI PLC all of a sudden started talking again. Made changes in OI unrelated to this PLC and experienced sporadic behavior.

[ISS Support Case] Imported Graphics Missing Text In The Industrial Graphic Editor

Industrial Graphic Editor, text missing from right click and other menu. I've got no text in the menus. Can RB but no text in there. Neither is there text 22H2 Opened another application and the graphics are Generated new graphic still has issue. Opened an Item gets Modern Visual Toolbox is Not installed not available

[ISS Support Case] Estimating Network Transmission of OPC DA Over Fiber Run Greater Than 2000 ft

Figure out transmission rates for Wonder they are trying to install a new wonderware package. Have a cable that isn't reading the Fluke device (OPC da) which is far away using Fiber Optic Line. Can they function with Wonderware with less than 100% signal strength.

[ISS Support Case] Need GCS setup & v17U2 sw

[ISS Support Case] 2017 U2 Installation Not Executing

Found an old copy of a crashed application IT 2017.2 .000

[ISS Support Case] Demo License Request

Needs Demo License For 2017 U2

[ISS Support Case] failed to get range data

[ISS Support Case] InTouch Intermittently Shuts down Every 3 Days

Client called in because they were experiencing crashes of InTouch around every 3 days. Pretty consistent at the 3 day mark will experience a crash. Seems to be random not tied to any particular actions within the application or times. Any unusual resource usage (No) Gets Low Memory message on reboot Period of time the last issues occurrence (Today at 10:07 recieved an alarm) image in box ...DataAlarmShutDown).

[ISS Support Case] Unable to import Window.

3/6/2024: -Migration from version 2023. -Cannot import window, saving and locks the process up. -Then when trying to import again, says the window is already present. -It is present in the active directory. 4/2/2024: -Meeting with L2 (12:00).

[ISS Support Case] InSight Data Stopped Updating Across Multiple Sites

Insight bunch of data not being updated unable to get data locally 2017, 2020 and 2023 systems. Has not worked for 17 days data has not stopped all at once sporadic loss. Most tags are historian related (accessing aahIOSvrSvc). aahIOSvrSvc data has not been validated with wwClient.

[ISS Support Case] Cannot Edit Bitmap

When trying to edit a bitmap there is no response to clicking edit and no warnings/errors are generated.

[ISS Support Case] OEM Application

After upgrading to version 2023 the customer is not able to establish OI communication. No device groups patch 03

[ISS Support Case] Failed to install(watchdog service)

Failed to install(watchdog service)

[ISS Support Case] Real Time Trends Freezing

Client called in due to real time Trends/HMI freezing after one hour of continued viewing. The trends freezing was due to multiple applications logging to the same directory from different nodes which was causing the HMI/Trends to freeze/crash.

[ISS Support Case] PLC rejects connections from InTouch

InTouch 2023 using OI server to poll a single, very old AB PLC. Polling time set to 1sec. After an undetermined number of days, all PLC sockets are filled with reconnects from InTouch and will no longer accept a new connection from this specific server. We don't know if it's flooding the PLC with requests or if it's keeping all it's connections alive.

[ISS Support Case] OPC Client Communication Failure

Client called in because he had an InTouch application connected to an OPC client which was not reading values into the HMI and showing no connection.

[ISS Support Case] Document Viewer Wizard

Client wanted to be able to view documents within HMI application.

[ISS Support Case] Software upgrade required

View apps fail to deploy

[ISS Support Case] License shows as activated but WM does not acquire

The Runtime license installed is working but not the development license.

[ISS Support Case] Offline License Activation

Client reached out because he needed assistance with offline license activation for an InTouch Workstation.

[ISS Support Case] Application Data Is Stale SSL Error Undetermined

One of our primary servers for an application that we use has the screens that are not refreshing and shows an error related to SSL. Started sometime today (exact time unknown) Application is currently running data is not updating has tried rebooting system.

[ISS Support Case] Suitelink 2017 and 2023 Compatibility

Direct Email : Will suite link 2017 work with intouch 2023

[ISS Support Case] InTouch 10 Legacy ArchestrA License Activation How To

Direct email: I have my consignment license files. How do I install them to continue my development? In the past, I used the Schneider Electric License Manager to install the XML file. This has to be a stand alone, Offline Activation as the PC with the InTouch application will not have access to the Internet. Please note, I will use my consignment license for developing and testing only. My client has a support agreement in place and will use their licensing when the system goes live.

[ISS Support Case] New Application Import

After migrating Intouch application no windows are seen.

[ISS Support Case] InTouch Login Issue

When client is attempting to remotely login into InTouch users are presented with the following error message: "This InTouch application could acquire a ReadWrite license for Remote Desktop Services client." User's who were logged in when the issue began will start to experience the issue after logout. They are not able to log back in.

[ISS Support Case] Importing an application Fails Unable to Migrate

Was provided the published version of an app from a client. Said it's standalone InTouch. imported Suspect the file was acquired incorrectly described odd behavior during import. 2020 R2 Sp1

[ISS Support Case] WWSLS Unable to communicate Post Reboot

Component communication wwsls multi line message encrypted suitelink connection could not be established. Standalone system was previously working. Had a power outage. Remote support not possible. SMS is not reachable skipped unregistering the device.

[ISS Support Case] Post Reconfiguration Seeing Message Please un-register the device from management server

System was updated from the SMS to NO SMS. Post reboot seeing message in configurator: Please un-register the device from management server.

[ISS Support Case] Intouch Not Acquiring an Activated License

License manager is activating license, but Intouch is not acquiring license.

[ISS Support Case] License Activation issue.

-Customer having issues activating Demo License that was sent by AE. -License Enterprise manager 4.0

[ISS Support Case] Hot backup pair error

Running Intouch as a service Cannot get to the path of the ini file Runnung the alarm db logger as service when looking at hot backup pair as a query

[ISS Support Case] SQL Authentication Errors

4/17/2024: -Unable to connect to SQL Database.

[ISS Support Case] Available Space is low, cannot run CNA.

4/17/2024: -Unable to run CNA, error shown: "not enough space to create new secret Archestra user".

[ISS Support Case] Needs To Locate InTouch 10.1 Installation Media

Will be doing some development on a legacy app. Will need IT 10.1

[ISS Support Case] aaTrend Border

I have the aaTrendControl working in an object that is embedded in a traditional intouch application. I would like to remove/hide the white border/background and the tag info. on show script as follows. dim Color as integer; aaTrendControl1.AddServerEx(MsgInSqlName,"","",true); aaTrendControl1.LoginTimeout = 15; aaTrendControl1.RetrievalOptionsRetrievalStyle = "BestFit-5"; {live mode rate is update rate in milliseconds} aaTrendControl1.LiveModeRate = 5000; aaTrendControl1.AllowContextMenu = 1; aaTrendControl1.ToolbarVisible = 0; aaTrendControl1.TagPickerVisible = 0; aaTrendControl1.TagListRows = 0; aaTrendControl1.GridHorizontal = 0; aaTrendControl1.GridVertical = 0; aaTrendControl1.GridVisible = 0; aaTrendControl1.TimeBarVisible = 0; aaTrendControl1.TimeBarVisible2 = 0; 'Color = 16777215; 'white Color = 12632256; ' grey aaTrendControl1.PlotColor = Color; {default 16777215;} aaTrendControl1.BorderColor = Color; 'aaTrendControl1.BorderStyle = 0; ' 0=solid 1=dash 2=dots aaTrendControl1.BorderWidth = 0; aaTrendControl1.DataPointLabelType = 0; ' 0=no labels aaTrendControl1.NumDataPointLabels = 0; aaTrendControl1.ValueAxisLabel = 3; ' 3 is no label DIM intTemp AS INTEGER; IF StringLen( MsgDuration ) == 0 THEN aaTrendControl1.SetDuration("04:00:00"); ELSE intTemp = StringToIntg( MsgDuration ); IF intTemp < 24 THEN aaTrendControl1.SetDuration(MsgDuration + ":00:00"); ELSE if (intTemp == 24) then {1 days} aaTrendControl1.TimeSelector.TimeDuration = 27; {Set duration is limited to 24 hours so new command required} else {2 days} aaTrendControl1.TimeSelector.TimeDuration = 28; endif; ENDIF; ENDIF; aaTrendControl1.RealTimeMode = 1; aaTrendControl1.AddAnyTag(MsgInSqlName, MsgTagname); aaTrendControl1.SetTagPenWidth(MsgInSqlName,MsgTagname, 2); aaTrendControl1.SetTagColor(MsgInSqlName,MsgTagname, 0); ' something above defaults it to show cursors. put this last. {aaTrendControl1.ShowValuesAtCursor = 0;} 'aaTrendControl1.XCursor1Color = Color; 'aaTrendControl1.XCursor2Color = Color; aaTrendControl1.ShowXAxisCursors = 0; aaTrendControl1.ShowYAxisCursor = 0;

[ISS Support Case] Trend Scatter Plot Configuration

Client called in requesting information on implementing a Trend scatter plot in InTouch.

[ISS Support Case] Activated License Is No Longer Acquired

Activation Issue intouch 2023 first did an offline activation everything looked good says activated Does not open product

[ISS Support Case] InTouch Web Client Information request

Ref case 86922 Seeking Documentation on InTouch Web Client

[ISS Support Case] installing insight publisher

doesnt support net framework 4.8 2014 or 2014 R2 Sp1

[ISS Support Case] Needs 2023 R2 zip ISO not recognized

For some reason VM's are not recognizing the disc image.

[ISS Support Case] invalid reference message

Archestra visualization graphic library messages.

[ISS Support Case] WindowViewer Failure to Acquire License

Client called in because when trying to launch WindowViewer user is receiving failure to acquire license message.

[ISS Support Case] Error Showing custom properties, when closing window, Standalone InTouch.

4/9/2024: -Every window that is created with an industrial graphic, when the window closes an error pops up, "error showing custom properties." -The window uses the combo-box with industrial graphics. -This only happens when using the combo box. -Circular reference warning.

[ISS Support Case] Intouch 2023 dynamic resolution change

I want to have windowmaker convert an application to a new resolution but no longer get prompted with version 2023 P02. Also, the application will not dynamically scale in View either. App was developed in 1024x768 and I want to convert it to 1920x1080.

[ISS Support Case] Web browser graphic error

tried dropping Web browser industrial graphic and an unhandled exception error display instead.

[ISS Support Case] Trend Pen Configuration

Client reached out because when viewing Trends some of the pens are inaccurate or showing no data.

[ISS Support Case] Seeking Updated InTouch Activation Counts

Needs to add some more stations but license counts are off due to offline activations

[ISS Support Case] Script to poke sysupdate automatically

I'm trying to find a way to run a batch file by an operator pressing a button. This batch file would open up wwclient and poke the $Sys$updateinfotag. I didn't know if there was a baseline on how to do this or if there was a batch file that is already written?

[ISS Support Case] ABCIP to ControlLogix V33

[ISS Support Case] View Crashing Only If Launched From App Manager

trying to test basic functionality of a newly upgraded from 2023 P02 to 2023 R2 Deployed an app to platform, open from Window Viewer works Start from Viewer directly

[ISS Support Case] Change of Computer name, passwords and group policy.

5/2/2024: -Has to change the computer name, password and user names. -5 Computers total, all standalone application. -Each computer has it's own License Server. ------------------------------------------------------------------

[ISS Support Case] runtime not aquiring the license for window viewer

[ISS Support Case] printing receipts trying to get down to a specific size

[ISS Support Case] Importing a duplicate managed application results in Blank elements

Loading the app in runtime no graphics navigation is possible. Thinks app is corrupt. Was working last week (breaking in import and export)

[ISS Support Case] Trends Frozen & Loss of Data

Client reached out due to Trends being frozen when viewing as well as missing data in Trends.

[ISS Support Case] Granular Details On Conditional Program Branching Structures IF THEN ELSE

Wants a nested Else if statement to execute only when the previous If statement evaluated false. Described currently nested Else if is always executing.

[ISS Support Case] Recipe displays incorrectly

The recipe displays incorrectly the collums don't fully display P01

[ISS Support Case] Accessing InTouch TagDB Stalls Application Esc Resolves

Have an application trying to view tags i think its called the tag name dictionary. It's not working. Application locks up until until hit escape when trying to access. 11.1

[ISS Support Case] InTouch could not acquire ReadWrite license

Client called in due to InTouch failing to acquire read/Write license for remote desktop services.

[ISS Support Case] Alarm DBLogger Configuration Assistance

Started Alarm DB logger Manager Put Computer Name Not Seeing Anything Standalone Computer unable to connect to

[ISS Support Case] Can't configure read/write

Unable to configure read-write for specific tags. only on new tags IO discreet tags

[ISS Support Case] showing unknown method

GetWindow name saying not valid

[ISS Support Case] Window Save Error

When saving windows in WindowMaker the Window will save, but then not be available in the list of windows. If the client attempts to create a new window and save it with the same name of the missing window he receives a "Window already exist" message. Attempted the following resolution: Close Window Maker. Delete WindowsInfo.json from application directory. Reopen WindowMaker. Windows were still not available in Windows list.

[ISS Support Case] Intouch migration

Upgrading from 7.1 to 2023 with some errors. May be a corrupted app. ABKF2 serial driver was used.

[ISS Support Case] DA Server No communications

5/14/2024: -System is not communicating with PLC. -Can ping the PLC. -Perpetual License. -IT policy Changes? They said they did nothing. -communication driver standard one in use.

[ISS Support Case] Terminal Server not Updating in Real Time

Client reached out due to one of the RDS Terminal servers updating more slowly than its counterpart as far as the IO in the HMI. Client indicated that this issue began after installation of Microsoft RDS Cal and then a reboot of the terminal server.

[ISS Support Case] Window Viewer Crash

when selecting runtime through WM or opening window viewer directly the app will auto close with little to no errors in the logs

[ISS Support Case] InTouch Recipe Manager Multi Monitor Pop Up Placement

InTouch 2020 R2 SP1: I am running a four-monitor system that is treated as one large desktop.3840 x 2160. This runs on Thinmanager thin clients, but I don't think this really matters. Is there any way to control where the Recipe Selector window pops up on the screen when opened from a script (RecipeSelectRecipe(....)? The window has no size controls nor ability to move it, and it pops up centered on the "desktop" which puts it overlapping on all four monitors. This is very difficult for my operators to see individual recipes. If there is no ability to control where the window pops up, is there another alternative? The popup window is not a regular InTouch window. This is the Select a Recipe dialog box that pops up in response to executing a RecipeSelectRecipe(); script. This popup/dialog window appears to be a built-in part of the recipe manager. (uncertain if window manipulation is still possible.

[ISS Support Case] Setting up a NAD client, issue mapping it to network drive

[ISS Support Case] Windowviwer fails to launch

Windowviwer fails to launch: exception caught for view initialize

[ISS Support Case] Out of Comms Objects

Client reached out due to objects hosted under the same area/suitelink object losing communication to HMI from Topserver.

[ISS Support Case] Managed Application is not updating in window viewer

Managed Application is not updateing in window viewer after changes are made within window maker

[ISS Support Case] Application Failure to Update

Client reached out as they made changes to an HMI screen in the application. The changes are not reflected on the client node running WindowViewer.

[ISS Support Case] Primary license server is down

Disconnected from the primary license manager, on a backup right now.

[ISS Support Case] Thin Client Initialization Failure

Client reached out due to receiving the following message when attempting to start Thin Client: "Attempting to connect to thin manager server please wait." This message would just load indefinitely and the program was unresponsive.

[ISS Support Case] Can't see data in InTouch Web

WindowViewer works correctly, but no data goes to the Web Client. Warning in the SMC logs: Archestra Runtime asbi data provider: Reference to any InTouch tag name is not supported in a view app

[ISS Support Case] Alarms disappear

The intouch alarm provider disconnected after relaunching Window viewer the alarm display again. Alarms being displayed in the alarm object Almger error: The intouch alarm provider disconnected

[ISS Support Case] License Acquisition Failure

Client reached out due to client sessions of InTouch failing to acquire licenses. When trying to to launch remote session WindowViewer is producing the following error message: "The number of allowed TSE Session Count already exceeded. WindowViewer cannot run."

[ISS Support Case] Trend Scaling Issue

Client reached out due to Trends scaling differently than observed before upgrade from 2020. The current days Trends appear to be color coded differently.

[ISS Support Case] InTouch License Acquisition Failure

Client reached out due to receiving failure to acquire license when attempting to start WindowViewer.

[ISS Support Case] Industrial graphics not behaving as expected

Looking to dynamically set graphic positions and they are coming in with an offset.

[ISS Support Case] Is InTouch 2014 compatible with Windows 10?

[ISS Support Case] Complex Graphic Upgrade Results In SUSPEND Suitelink Updates

I have a complex InTouch graphic that I have been using for many years on version 2012R2 without a problem.. I have been recently upgrading my graphics to version 2020, but this one particular graphic is causing SuiteLink to suspend updates for several seconds (minutes), then resuming for a few seconds, and going back to Suspend. I tried changing the update rate on these many points to 30000ms, but it still gave me the same problem.

[ISS Support Case] WindowViewer display not appearing

Launching windowviewer doesn't bring up the display, but everything else seems to work fine.

[ISS Support Case] License not found

License is missing from the license manager

[ISS Support Case] AVEVA InTouch 'Database initialization failure' on launch

Direct email: Getting pop ups launching InTouch after resetting a server pop up 1 Database initialization failure. It may be necessary to restart Windows before starting Window Maker again. pop up 2 Exceeded dictionary limit of tags pop up 3 Initialization Failed

[ISS Support Case] License is Locked Release Request

Inadvertently locked a license resetting a system. Development server Had version 2023 working fine (central license server) another person was using development server upgraded to 2023 R2 (broke a number of things) LM would not come up. After talking went to P04 when adding license for R2 Trying to activate license Had another back up used that applied 2023 P04 Partially working

[ISS Support Case] Can't install Intouch

Just installed 2020 R2 can't install Intouch

[ISS Support Case] Installation issue

[ISS Support Case] Remote HMI Communication Failure

Client reached out as they had inserted an excel ad in into a HMI and it failed to pull recipe data from the development server.

[ISS Support Case] Blank EULA Agreement

Client reached out due to end user license agreement being blank when attempting to install InTouch.

[ISS Support Case] Alarm DB Logger Manager Crash

SR 960426564, HF 3202978

[ISS Support Case] Issue importing intouch 2023 app into 2023r2

Importing intouch 2023 app into 2023r2 Failed to import app or its children Migrating object $intouchviewapp A different object with the same name already exists

[ISS Support Case] Intouch combo box loading slowly after upgrade

Upgrading from InTouch 2014 R2 and moving the DB from Access to SQL Server 2019. The same action taken with 2014 R2 Access takes 2-3 seconds, but with SQL it would 6-8 seconds, and there seems to be a graphical delay. Wants to know if they're doing something wrong or if it's expected to take longer with the new version.

[ISS Support Case] ABCIP Communication Failure

Client reached out because on one of their HMI screens half of the elements are not updating. When viewing tags\items in Device group half of them were missing. Client has advised no system changes were made. The issue seems to be limited to one specific device group.

[ISS Support Case] Some OISIDIR tags are no longer displayed in remote work stations

Some tags are not displayed in remote work stations (Standalone) Was working yesterday - Came in today & operators noticing alarms aren't consistent - Using NAD deployment 17.3.100 CDP 7.4.0 Single OI.SIDir instance w. multiple PLC connections Mix of data types Coming from same PLC Some workstations read correctly Diagnostics in SMC look good - Tried Reboot of Runtime instances - Tried Reboot of VM

[ISS Support Case] Occasionally cannot open Intouch

Their C drive keeps filling up and they can't open up InTouch while it is full Dream Reports is running on the same node and Historian is installed but not active (they think) They want to know if InTouch 2017 or Dream Repots has some database or log file that is growing non-stop Found that the Dream Report log file found in the MSQL database under program files is ~135GB. Looking for how to stop logging/keeping so much data.

[ISS Support Case] FSG Installation Fails Error 1722 Windows 10

I am trying to install InTouch 10.1 SP3 on a windows 10 platform. The install works ok. and I am able to import our ver. 10.0 projects. I also need to install FS Gateway for OPC server communications to our Opto22 controllers. When I try to install FS Gateway 3.0 SP1, the install fails with a 1722 error. After hours of searching for a cause to the error the only thing I can find is a reference to a Hotfix L00130181. No where in the entire Aveva existence am I able to find or search for the download for that file. All I can find is a reference to contact support to obtain the file. I am not even sure it will resolve the issue, as it is a windows installer package issue, but only happens when trying to install FS Gateway. I have tried other versions of FS Gateway starting with 1.5 and have had install failures, or prerequisite failures with every one of them. All I need is to get DA Server installed for OPC server on our InTouch ver. 10.1 SP3 platform, and so far it has been an unsurmountable task. Can you provide any assistance, or recommendation that would help us resolve this issue? We are running InTouch ver. 10.0 on an XP platform that controls all of our R&D test process systems. The systems are running on Opto22 PAC controllers, and communicate with InTouch via an Opto22 OPC server. We have a strict mandate to eliminate all XP system platforms, so I have installed a VMware vSphere 7.0 virtual environment and have created virtual machines running windows 10 to run the OPC and InTouch platforms. Our biggest concern is we need to be able to migrate, or import all of our InTouch screens/programs into a newer InTouch version that will function on windows 10, and still be compatible with our InTouch ver. 10.0 Windowmaker files. What is the latest version of InTouch that we can install on windows 10, that will still allow us to migrate, import, and run our ver.10.0 InTouch files? Will that InTouch version along with the proper OI-server still be covered under our existing licensing? We can still use OPC as a means to access the Opto22 PAC controllers if need be. Or is there an OI_-server with an Opto22 PAC native driver? If we had to stick with OPC, what would have to change on the existing OPC platform that has components of FS gateway (DA Server) running on it.

[ISS Support Case] Tags Not Displaying Data In InTouch IO Devices Not Working Correctly

From the customers response below, it looks like their IO devices might not be working correctly and hence they are not getting any data from their PLC into InTouch Via IO device.

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as when they attempted to open InTouch they were receiving failure to acquire license error message. This was a single node environment.

[ISS Support Case] Memory leak causing InTouch to crash

Need to restart about every 15 minutes Raghu (the AVEVA support engineer) tried to track down the issue and we believe there is something going on with the interaction between their .NET framework and InTouch application. We could not find the culprit and AVEVA has passed it to their development team for investigation.

[ISS Support Case] Intouch crashing

Throwing exception error.\ "Exception caught for viewinitialize"

[ISS Support Case] QuickFunction Editing Slow\Delayed

Client reached out as when trying to edit QuickFunction scripts in InTouch it takes 5 minutes to make any changes. The quick function popup will show not responding before eventually allowing the user to type.

[ISS Support Case] Configurator Will Not Open On Historian

The configurator utility will not load on the server running our historian. I can see the process start and stay running but the actual window will never pop up Tries to launch Constructor FeaturePlugin: Exception occurred in FeaturePluginC'tor Could not load file or assembly 'file:///C:\Program Files (x86)\Wonderware\InTouch\InTouchRegisterPlugin\AIMRegisterPlugin.dll' or one of its dependencies. The system cannot find the file specified.

[ISS Support Case] AVEVA WSP Configuration Assistance

I am a bit confused with the installation of the Aveva suite. Our implementation is so miniscule compared to the vast capabilities of the Aveva 2023 platform. We have one instance of InTouch 10.0 running one instance of FSGateway/DAServer, connecting to one instance of Opto22 OPC server. And thats it. When I start the Aveva 2023 installation, I am completely uncertain as to the components that I need to install that will resemble and function as the current implementation does, without adding additional complexity. I know there will be some additional inherent capabilities, and complexity with the new version so I just want to avoid anything that would be completely unnecessary. I have run through the first install selecting the following components: System Platform (PCS Runtime, and PCS Service Repository) This seems to be a default selection that cannot be omitted InTouch and all of its components Historian with all of its components Application Server (just the bootstrap), also one which wont let me omit Enterprise Licensing Communications Driver Packs (Internal-SIM, and Standards-Gateway) System Monitor (Agent Install Manager) Running through the post-install configuration was a bit challenging. When looking at the System Management Server configuration choices, I selected No System Management Server, although it is indicated in BOLD as not recommended. I chose this as there are no other Aveva nodes, or platforms in our topology.

[ISS Support Case] ActiveX control Not Visible Post regsvr32 Registration

I'm developing an in-house application on a Windows 11 Machine running Wonderware Intouch 2020. I'm trying to embed the MSCAL9.OCX calendar control ActiveX on a graphic. I followed TNIT168 and successfully ran the regsvr32 command to register the mscal.,ocx file. When I look in the Configure -> Special -> ActiveX Window I don't see the option to add the Microsoft Calendar Control though.

[ISS Support Case] License Cannot be Acquired.

-Intouch Node. -Running 2023. -Enterprise License Manager Version: 3.7.002. -License manager is on the Local PC where the Intouch node is running. -supclt-01-c-23. -Supv Client ReadOnly w/HistClient 2023 no mscal. -System Platform Supervisory.

[ISS Support Case] Rename ASB - PCS on a Cloned Intouch Work Station

Even workstations new installs have blank forms) cloned as workaround Tries Repair of install (white screen) 23.1.001 P01 was blocked Requested process for renaming the ASB on a cloned system

[ISS Support Case] Unable to create IGA Industrial Graphics Pane Is Blank

Trying to create an IGA to embed a .NET control but the Pane is blank in Window Maker. Do I need to have the ArchestrA IDE installed?

[ISS Support Case] WWDossCommand add-on function

Looking for the .dll to use WWDosCommand

[ISS Support Case] How to Import & Migrate A Legacy Intouch Application

I had also tried to import the Windowmaker HMI file from our ver. 10.0 InTouch using the DBDump utility. In the new InTouch ver. There wasnt a clear choice for importing as there were several object types to choose from, and none of them would recognize the DB.csv file. I must be missing something there, or have not installed everything necessary to import from legacy versions. With all that, am I on the right track, or should there be additional components/programs that I should include during the install, and configuration? Found a TN that described creating a package file but steps dont line up in version 10.

[ISS Support Case] Request Tech Support Script Function Library

Client reached out to ask where the files should be installed and request a copy of Tech Support Script Function Library.

[ISS Support Case] SP 2023 R2 Installer Will Not Load Blank 'Quick Picks Form'

After applying Patch 1 to SP 2023 R2, the installer does not load correctly. A solid white window opens and nothing happens.

[ISS Support Case] Unable to connect to an application over InTouch access anywhere

It just keeps spinning and says connecting

[ISS Support Case] Launching Deployed InTouch App Results In Exception Caught For View Initalize

I tried uninstalling over the weekend and now encountering an exception problem

[ISS Support Case] Uninstalling WSP 2023 Blocked Install

Would you be able to call when available to show me where to find these groups outlined in TN 10225? I'm not sure where they're located. I tried uninstalling over the weekend

[ISS Support Case] SelectRecipe & RecipeLoad Script Functionality Issue

Client reached out as he upgraded from InTouch 2011 to InTouch 2020 R2 Sp1 and previously when executing the aforementioned scripts it would initialize a view which showed the recipe select menu allowing the user to initiate different recipes. After migrating to 2020 R2 SP1 when using the script the cells are truncated and the user can only view the first three characters.

[ISS Support Case] How to get data from a OIServer into Microsoft Excel

Client reached out to inquire about if there was a procedure to stream live data values for tags from the PLC to a CSV file.

[ISS Support Case] Intouch window too large

[ISS Support Case] How To Display a Galaxy Reference In InTouch

I am seeing it in the object viewer now and is updating so that part is good. Now I am facing the challenge of putting it on the screen so they can see it on the HMI (Intouch).

[ISS Support Case] How to Text Formatting Floating Point Values

Direct Email: ... I manage to see the tags on my Intouch screen now so I am done with it. I made a simple picture for it Because they only want to be able to see the temp on screen. The last thing I am looking into now is how to make the value only 2 decimal on screen, I do not know if that is possible. The TI01 tag is the one I made as you can see I have more than 2 decimal going here. Is there a way that I can bring the amount down to two decimal? I looked into the Value attributes but there is nothing in there regarding that. Also I will watch this video and keep it for future reference, thank you.

[ISS Support Case] InTouch Migration

Client reached out requesting information on migrating a standalone InTouch application.

[ISS Support Case] questions on dynamic resolution

trying to configure Intouch to use different resolutions for different nodes

[ISS Support Case] Unexpected Failure (8000ffff)

I am not able to import an InTouch application using InTouch Application Manager. I have imported this application several times on Win7 machines, however my Win10 machine will not import it and gives the error messages shown in the attached picture. Both the Win7 and Win10 machines are using InTouch 2014 R2 SP1.

[ISS Support Case] WWheap erros - windowviewer is crashing

Wonderware is shutting down. Log file says wwheap 2014 11.1.131

[ISS Support Case] Scripts in Script list Dont Open In Windowmaker

Random scripts in Windowmaker after migration have duplicated and cause Windowmaker to crash, throw an unhandled exception, or other outcomes outside of opening

[ISS Support Case] Hovering over IG has a dead-zone if there is any overlap

Trouble with Intouch, when we create an IG or graphic (simple rectangle) two pieces of text bring rectangles close together when you pan over them they don't highlight. Worked in previous versions up until 2020. Starting with 2023 noticed the issue

[ISS Support Case] InTouch WIndow conversion issue

CAUTION - This message originated outside AVEVA Dear WonderWare support team, I am trying to convert some Intouch windows to industrial graphics using windowmaker. However, for six out of my 106 screens, it fails with this message:

[ISS Support Case] Logger reporting, "Application is unable to connect to the SQL Server database"

Application is unable to connect to the SQL Server database. Please ensure that SQL Server is configured for proper access to ArchestrA Network User using aaConfig SQL utility and retry the operation.

[ISS Support Case] License not being Acquired after LM upgrade

3/29/2023: -Customer Upgraded client from 3.5 to 3.7.002 LM -Now when customer tries to get into Window viewer the License "Cannot be Acquired" -Does say license is in use. 2017 Update 3 SP1 3/29/2023: -Sent customer a DEMO License to see if the Client side would pick up the license. 3/30/2023: -Have not heard from customer.

[ISS Support Case] Galaxy Migration, all windows blank

3/30/2023: -Managed application. -Galaxy upgrade, all other objects imported correctly, Windowmaker all windows are blank. -Pulled from 2017 Update 3. -Does have backup of application 3/31/2023: -After Re-importing, opened Windowmaker template. -Opened Windowmaker from IDE, Application is now showing the windows. -Customer still does not see all the Windows that the original application had.

[ISS Support Case] Workgroup Across node and Primary server error

3/31/2023: -License Server on different machine. -Client machine pointed to License Server. -HMI, primary server name Team's Meeting: -License Server Version: 3.7.002 -Domain User not matching across the primary server and Node. -Went and logged both the node and Primary server into the same workgroup user and Windowviewer opened up and the License was grabbed properly. -Client will be looking at "oldman" user to see and make sure security and groups are the same across the node and Primary server and will report back.

[ISS Support Case] SP 2023 Install, greyed out Lic. Agreement

4/3/20/23: -Installing SP 2023, Getting greyed out license agreement.

[ISS Support Case] InTouch 2014 R2 SP1 Windows 10 Compatibility

Looking at versions 11.1.191 and wondering if it's compatible with Windows 10.

[ISS Support Case] How to display string text

New way to display notes that an operator may type in to scada. In the past they would use a string tag and a user entry. Is there a new graphic tool that has a scroll bar for a panel. Managed application

[ISS Support Case] Unable to Install Intouch

During install the setup.exe fails with "Unable to Start watchdog"

[ISS Support Case] Intouch not seeing DEV license

2014 R2 - Demo license is installed. When he opens windowmaker he gets license error message. 1211918

[ISS Support Case] needs driver for siemens 1512C-1 PN PLC (compact)

will send drivers, drivers are needed for communication.

[ISS Support Case] New Installation Unable Connect To Remote License Server

Licensing Issue Unable to connect to a Remote License Server USE WV on one machine (backup)

[ISS Support Case] IDE will not Open

4/6/2023: -License Server, Remote node, -License Server Version: 3.7.002 -Say's expected return 4/6/2023. -All license's that are to be expected to Return are supervisory and Historian. -Remote node's ARE actually opening. -The IDE on the License Server PC is not opening.

[ISS Support Case] Can't see node in SMC

Where server is supposed to be ther is just a loading spinnig icon

[ISS Support Case] During License Server upgrade nothing happens.

4/6/2023: -Trying to upgrade 3.7.002 -During upgrade, hit ok, then nothing happens. -Client will try TA for Poweshell then get back with me.

[ISS Support Case] Windowviewer takes a minute to load

2020 R2 sp1 - takes 1 minute for windowviewer to load. This is running on a VM running Server 2019. Says this is happening with 2 different applications. He clicks on view it takes forever Takes 1 minute for it to load. Standalone intouch application using NAD.

[ISS Support Case] License Release

4/6/2023: -In need of License release. -Awaiting Information On licenses. -PC Crashed.

[ISS Support Case] Communication Drivers Pack 2023 installation

[ISS Support Case] Pop up on application launch Cannot access topic for Access Name

When I launch my application I get a pop up that says it cannot access topic for ... Everything works once I accept the popup.

[ISS Support Case] How to identify which version an application was developed in?

The client has an application that was developed in an earlier version and needs to determine which version it was developed in

[ISS Support Case] Computers Crashed Need Licenses Released

2 of 10 computers at a client site have issue completely failed needs licenses released.

[ISS Support Case] Requesting HotFix IMS 2173252

The client is requesting hotfix IMS 2173252 referenced in FAQ000035064.

[ISS Support Case] Intouch unable to open

Intouch was running as a service and was still open in the background. Was getting the "standard user cannot open" message. Fast switching with different resolutions.

[ISS Support Case] Unable to open Window Maker Appedit .lok issue

Intouch issue Window Maker isn't working. Does not open, sometimes it doesnt say anything. Started yesterday and now application will not open. Trying to open WM but its not working.

[ISS Support Case] License Release

4/11/2023: -Customer state's he needs a license to be "generated". -Awaiting Information from client to Release the License's. -Client is leaving by 1:00 (EST) today and will not be back till 4/24/2023.

[ISS Support Case] Offline Activation

4/11/2023: -unit, that the license "ran out" mid way through march, it was the development license. -Machine is 'Offline', License is on the computer, when he tries to add license it "Times out" -Machine has been running fine. -

[ISS Support Case] Window Viewer Does Not Launch

Was working previously and now it's not.

[ISS Support Case] How to automatically run intouch as an administrator

I'm an Administrator and would like to not have to right click every time to launch the product.

[ISS Support Case] Exceeded Dictionary Limit

4/11/2023: -"Failed Initializing Runtime Database". -"Exceeded Dictionary Limit of 500 Tag's". -Customer is to get back with me. Waiting on the License tag count.

[ISS Support Case] SQL 32-bit to 64-bit Install

4/11/2023: -Customer Tried to run SP 2023 with SQL Server 32-Bit. -The Read-Me states 32 bit is no longer supported. -Client Uninstalled 32 bit, installed 64 bit SQL server.

[ISS Support Case] 2017 Update 3 Install

4/11/2023: -Customer needed help Finding SP 2017 Update 3. -Also needed help with Installation of SP as well as how to migrate a application backup to run on this version of SP.

[ISS Support Case] Processor Upgrade, No data now.

4/12/2023: -old Rockwell processor, Swapped the processor. -L55, now an L85. -The "Analog's are all just crazy", Most Discrete tag's are reading old data. Quality 00C0. -New IP, Changed that in the -DASABCIP -

[ISS Support Case] License Agreement Area is Blank

Unable to proceed with installation due to license agreement not being populated

[ISS Support Case] Intouch 10 on Windows 10 Licensing Issue

Was provided licenses, and it's not licensing the product.

[ISS Support Case] Demo License Request

4/13/2023: -Send Customer Demo Archestra.lic. -Send customer 2014 R2 and 2014 R2 SP1 OS Compatibility.

[ISS Support Case] How To Prevent Application Windows Converting

Application imported at the wrong resolution. How to resolve

[ISS Support Case] Starts Intouch Gets 'The service process could not connect to the service controller'

Running intouch 2020 R2 Sp1 opens window viewer The service process could not connect to service controller. The service process could not connect to the service controller

[ISS Support Case] Editing a Published Application Missing Graphics

had an application that must have been corrupted. Remembers a TN that mentioning a workaround.

[ISS Support Case] Deactivate Devopment Licenses

[ISS Support Case] Animation Not Changing color

4/17/2023: -Managed Application. -Animation not changing color but the value is changing from 256 to 1 just fine. -Can see the value changing inside of WWClient. -Tag is percentmw, Boolean Tag. -Inner circle of motor changes from green to red, whether it is running or not running. 4/20/2023: -Truth Table configuration looks off, they're running custom Scripts in the background and multiple tag's are templated to run like this.

[ISS Support Case] Using Tooltip how do I put a space between each expression

Using Tooltip how do I put a space between each expression Example: Tagname.Reference + Tagname.Name + Tagname.AlarmComment ObjectTooltip -> String Tagname Tooltip Attributes Expression A value of -1 (Tooltipwidth=-1) shows tooltip text on a single line without a line break If no tooltip width is specified, the default width of the tooltip window is 88. To create a tooltip link 1. Right-click the object and then select Animation Links. The Animation Links dialog box opens. 2. In the Miscellaneous area, click Tooltip. The Object Tooltip -> String Tagname dialog box appears. 3. In the Tooltip Attributes area, select either Expression or Static text. o If you select Expression, enter an expression that evaluates to a message value. This can be a simple message tagname or a more complex expression. o If you select Statictext, enter a static message, up to 131 characters, as the tooltip text.

[ISS Support Case] Unable to Install System Platform

License Agreement is blank when going through installation

[ISS Support Case] License Not Available When Accessing License Manager

Upgrading a system to the latest and greatest for some reason the license application server would you like to use the demo and when I go to start license manager service unavailable. coming up like it cant be found

[ISS Support Case] Where to place a published InTouch application

have a intouch program I just published and I need to move it to another computer. Not sure what directory to put it in for use

[ISS Support Case] Demo License Request

4/19/2023: -Demo License Request. -Working on client System.

[ISS Support Case] Close Intouch In Terminal Session

Developing an application that will be running from a RDP session, and just want to make sure that WWControl(InfoAppTitle("view"),"CLOSE"); will work properly to shutdown the Intouch View it was called from and not View on another session. If that doesn't work, is there a better way to close InTouch from a button or a script? I want to call it from inside a Symbol Script.

[ISS Support Case] load an app file, 17.2, did a 9.5 to 17.3

problem reading tag name read error, db could not be loaded, user has read only access

[ISS Support Case] Legacy 2014 R2 SP1 Compatibility with Modern OS

Can I run archestra server products and IDE on Windows Server 2019 or 2022? thanks

[ISS Support Case] View node cannot acquire license today

2020 managed app, cannot acquire a license. Getting message in lic manager in configurator: serverconfig file is not in proper format

[ISS Support Case] watchdog error

after license error

[ISS Support Case] System Platform Installation Help.

4/24/2023: -Need's help with determining what he needs to run Intouch with new download. -Told him to Download, Intouch HMI, License Server and the CDP for System Platform 2020 R2.

[ISS Support Case] Intouch 2023 showgraphic function questions

showgraphic function: he changed how he was developing the app to use web client. He is using showgraphic to bring up industrial graphics. If he uses the showgraphic and it launches the symbol, the focus is on the most recent symbol. Is there a way it can show another symbol at the same time? He also wants to show multiple symbols using indirect tags, if you want to show multiples it writes over the other one.

[ISS Support Case] SP23 In Touch clean install

[ISS Support Case] Unable to Import Application

Receiving a "File already exists" message when trying to import an application

[ISS Support Case] Intouch Version

Had an older application and looking to find what the application version is.

[ISS Support Case] Cannot open intouch application via intouch app mgr

Also cannot open demo app in windowmaker, it just disappears SMC Error: OnLoad :: Attempted to read or write protected memory. This is often an indication that other memory is corrupt., exception:

[ISS Support Case] InTouch app is very slow to deploy

Since upgrading to 2023 with Patch 2 last week, almost everything is faster in IDE, which is awesome! But sometimes deploying our managed InTouch application is REALLY slow (like over 5 minutes) and sometimes it's ~30 seconds. I think a correlation is: if it's the first time deploying a change to the InTouch viewapp, say to RemoteNode1, it takes a long time. Then if you make no changes and deploy to RemoteNote2, it's fast.

[ISS Support Case] Lost Back Up License Server Unable To Deactivate or Drop

Enterprise License Manager. Lost Back Up License Server Now unable to disable the back up. Unable to manage license 3.7.001

[ISS Support Case] Intouch dictionary tag limit errror

60,000 + tags but license isnt reading correctly. When you update the tag count it say 61,000?

[ISS Support Case] Data change Script using remote reference duplicated during migration

just upgraded intouch 2023 some issues with some scripting that didn't survive the upgrade 2023.P01 Issue is affecting data change scripts triggered by a remote tag. Seems like all of them that are like that can not be opened but have a duplicate with no name that can be opened.

[ISS Support Case] Seeking Syntax for Local Tags VS Global Tags in AB Project

Intouch and alarms using 569 control Logix processor (AB) setting up tags setting up access name In processor tags are listed local in scope vs Global. What is the syntax for accessing local (program scope) tags. Changing everything to Global scope would not be efficient.

[ISS Support Case] Not getting any trend data

The client is moving an application to a new PC and not getting trend data.

[ISS Support Case] Needs to bypass InTouch Security in a legacy app (password.bin)

Have an older application using Intouch security unable to access. Looking for a password.bin script function library.

[ISS Support Case] Application Resolution issue

[ISS Support Case] Alarm db logger manager connection issue

Setting up new win10 machines. On 1 of the machines after he installs SQL and tries to connect to database with alarm db logger manager error message: "connection to server not available" We can login to sql fine using same SA account and we can connect via UDL to sql which is on the same machine. Cannot create the wwalmdb database. Tried using hostname and (local) 2020r2p01

[ISS Support Case] Workstation Deployment Failure

Problems with RPC errors when connecting to GR from another node via IDE? Says he can deploy fine but wants to use the IDE on a remote node.

[ISS Support Case] Deployment fails SMS error on a Cloned Machine

System was using SMS so client undeployed the galaxy and updated ALL nodes to NO SMS configuration (rebooted). Now having issues with deployments gets :Cannot communication with the System Management Server. 2020 R2 SP1 P01

[ISS Support Case] Unable to Use SQL DataGrid

Imports the object into a graphic but it cannot be found once imported

[ISS Support Case] Trying to Install 2020 R2 SP1 P01 Gets Not Applicable Dialog

Trying to install the product but showing dialog of Patch and not listing applicable

[ISS Support Case] Seeking InTouch Web Client Configuration Information

Due to security policies preventing application deployment, site is interested in looking at the InTouch Web Client as an alternative. Seeking configuration information.

[ISS Support Case] Modbus data not making it past OI server

We're communicating with several of the same devices via modbus. The devices are all created from the same template in system platform. The devices were previously communicating with the same Driver configurations on the OI server. Now, some of the device communications are working, but some aren't. The OI server appears to be communicating with all devices, but that data is not making it back to the application server as seen in the Object Viewer. I'm not sure what steps to take for troubleshooting next.

[ISS Support Case] How to change application resolution

How I can change the resolution to 1920/1080 last time the application was imported it gave me option to convert this time it Hasn't 2020 R2 SP1 P01

[ISS Support Case] Unable to Install System Platform Gets unable to start watchdog service

During installation, setup.exe fails with "unable to start watchdog service"

[ISS Support Case] InTouch View Gets Unknown opcode in FixupOperand(): 117

Direct Email: Running View results in an Internal Error Dialog / Pop up with the following text / message: VIEW /Unknown opcode in FixupOperand(): 117, pPexp:81A4EAC9

[ISS Support Case] Needs to Edit Published Application

have a published running on some legacy hardware. Is there a way to convert published 10.6 and use with 2014 R2 SP1? Going to be moving to 2023 soon. While this application can be upgraded I'm unable to go into WM with it. (Published).

[ISS Support Case] How to Access SRS Reports (Via Browser) From InTouch HMI

We tried using ActiveX in the application but its not working as expected. What we are trying to do is generate SRS reports, can we have a button that launches a window pointing to a URL?

[ISS Support Case] One RDP session failing to acqiuire ReadWrite license

Our system uses ThinManager to launch a series of clients from numerous RDP sessions run against our two terminal servers. System has run properly this way for years, but this afternoon one particular senssion for one specific user stopped working. Now it displays the error "This InTouch application could not acquire a ReadWrite license for Remote Desktop Services client". The configuration license server test connection works properly and all the other sessions run against the same server work properly. Doing a forced disconnect for the user in question results in it reconnecting as expected, launching the client, and failing to acquire a license.

[ISS Support Case] Tag not showing data, no movement

Created the first time graphic but it doesn't move in the window viewer. Using GATEWAY to talk to RSLinx OPC Server.

[ISS Support Case] Unable to View Application In Web Client

User is unable to view application in web client

[ISS Support Case] Trend needs to be updated.

InTouch trends are not getting any data. They are still looking to an old server that needs to be decommishioned

[ISS Support Case] Unable to View Graphics in Web Client

When launching the web client, user is receiving a "404 page not found message"

[ISS Support Case] Application, access denied.

8/25/2023: -Application c:/demoapp1, access denied.

[ISS Support Case] Can not convert application

Application() was developed with a Win16 version of InTouch older than version 5.6 cannot convert.

[ISS Support Case] No applications found

When trying to open an InTouch application in Window Viewer the option for Window Viewer is grayed out and a license error message displays when trying to access Window maker.

[ISS Support Case] Errantly Gets Migration Pop Up When Opening an Application

When opening WV gets a pop up that the application needs to be upgraded. Was provided a demo license to assist with the migration but both stations are running the same version of the product 17.2.000. LM is 3.3.

[ISS Support Case] Watchdog Service Failed

8/29/2023: -Watchdog service failed.

[ISS Support Case] Can't get to sentinel database.

8/30/2023: -Started over with a local user account. -Configurator starts, SMS and System monitor not working. -Say's server is not reachable. -Can't get to sentinel database. Login failed. -unable to open a connection to sentinel monitor database.

[ISS Support Case] Watchdog service failure

8/31/2023: -Install of 2023, Watchdog services failure. -.net was manually installed, Version 6.0.5. -.net

[ISS Support Case] Reinitializing Script

Has questions regarding reinitializing IO scripts

[ISS Support Case] Post upgrade pressing a specific button kills HMI activity

Upgrading to 2023 all 2014 R2 Sp1 programs converted to 2023 P01 They can start the plant up as soon as they press any button and the application appears to shut down Undeployed Reimported All 3 sites different plants pressing a specific button - turns on magnet - start up a stacker - Standard intouch button (not action script No recreated Back from 2012 we had a lot of super buttons that

[ISS Support Case] Managed InTouch 2020 R2

The InTouch for one user on one machine is not respecting the Galaxy Format Styles. Other apps (derived from the same InTouch app) work when changing the style, but this one will not and is showing too many points of precision.

[ISS Support Case] Alarm purge. Unable to locate server

Alarm database purge function returns the below error. Is there another way to purge the database? Purge Started On 9:16:33 AM 11/28/2023 Starting transaction .... Purging records in the database ... Purge Failed ... Transaction rolled back

[ISS Support Case] Alarm Logs

How to get Alarm log from 2 weeks ago.

[ISS Support Case] New installation

What is the supported way to install the system platform?

[ISS Support Case] SP Installation Procedure.

Customer needed assistance in answering Three Questions: 1.) Is Historian a part of the System Platform Install? 2.) Where are the Read Me Files for the installation guide. 3.) Process of Mounting a Patch.

[ISS Support Case] Screen Resolution

InTouch access anywhere screen resolution was showing incorrectly.

[ISS Support Case] alarm groups are missing

they are showing in the tagname dictionary

[ISS Support Case] Displaying a Bitmap In Intouch

Have camera that displays a picture and yields a bit map. The program then saves the file in a location on server Trying to display the bitmap in InTouch

[ISS Support Case] Windowmaker will not close, Tagname being edited.

-Warning, already editing a Tagname. -Will not allow for any editing or closing of WindowMaker. -Almost in a stuck state.

[ISS Support Case] License Agreement Blank Fresh Install

Attempting a fresh Install of Intouch 2023 using ISO Getting to License Agreement Page and it's blank.

[ISS Support Case] How to Product Install InTouch 2023

ref case : 85938 has been struggling with this for many hours. Remote support not possible.

[ISS Support Case] Demo License Expired Needs License Released

ref case 85692 case was suspended due to inactivity. Activation attempts get license is already activated.

[ISS Support Case] License Question

12/18/2023: -Customer wanted to know if the license for 2017 would work for 2023 and/or 2020 Version of SP. -Also asked how to Acquire New licensing if going to 2023.

[ISS Support Case] View station not able to acquire a license

Will not open in WM or WV. Has been in service went down for about a day. Once back up the issue was present.

[ISS Support Case] Validating TSEGetClietnID

Question regarding the TSEGetClientID function. Have application running on a server with a few clients. Just want to confirm that this function will return the IP address of the client vs the IP address of the server.

[ISS Support Case] License Will not activate (online)

12/27/2023: -Customer having issues with license not showing activated (online activation).

[ISS Support Case] WM crashing

Memory leak

[ISS Support Case] Intouch app freezes on 2 new touch panels

2 new touch panels will freeze. Same intouch app runs fine on their old ones. They reset the power and then it comes back u Happened on 1/13 around 10a.

[ISS Support Case] Historian nodes nto reading data correctly.

Showing connected/disconnected but icons are red.

[ISS Support Case] Communication options for interfacing XBTGT4230 (Vijeo Citect) with InTouch

I'm currently trying to see if it is possible to communicate directly to a Schneider HMI (XBTGT4230) . If so what drivers will I need? Do you have any tech notes concerning this request? objective is to get process data from a Schnider Electric Device ( XBTGT4230 touch screen) that runs a line using Vijeo Citect (V6.2.8.12 SP8) into InTouch 2020 R2 SP1. Wanting to monitor and historize line data off a machine. The Touch panel talks to a MicoLogix PLC that is password protected by OEM

[ISS Support Case] Update Window Resolution During Import

Application window is larger than what target is

[ISS Support Case] No connection to PLC

1/27/2023: -WWclient Not making a connection. -PLC: Compact Logix. Firmware: 2/9/2023: -Left VM with customer.

[ISS Support Case] InTouch application problem

Using NAD. After a power failure can't get InTouch to start. An error occured reading the feature line "InTouch_" in ArchestrA.lic -31

[ISS Support Case] Alarm Banner Stopped Working Unknown Error Message

Using intouch 2020 R2 SP1 having an issue with an alarm banner getting an InTouch OLE Automation Error: 0x100e0202 Error processing 'AlarmViewerCtrl1.TotalAlarms' on getting real property (resolution). OLE object reference is not bound to an OLE object. New stand alone InTouch system running for 4 months, all of a sudden got this error message since last Early Saturday morning 01.28. Alarm banner basically runs the system based on ActiveX script whenever it runs (looking for total alarms in the banner alarm count or something like that) Does not currently have access to the system to collect error message or logger information (uncertain when access will be granted).

[ISS Support Case] Migrating Application Gets Your system may be running low on memory

upgrading to 2020 R2 SP1 from 2017 U3 SP1 moving one of the applications and is getting getting system may be running low on memory

[ISS Support Case] Licensing Agreement Is Blank Unable to Proceed With Installation

Installer 2014 R2 SP1 having an issue trying to install on Windows 10 build 19045

[ISS Support Case] Tagname Source not showing

2/1/2023: -Trying to find the Tagname Source. -Comes up at string, double clicks, goes to a System Tag. 2/3/2023----Team's Meeting at 9:00 A.M (EST) 2/9/2023: -Called Customer. -Team's meeting 2/10/2023 at 11:00 A.M

[ISS Support Case] Licensing Agreement Is Blank Unable to Proceed With Installation

Problems trying to install 2017 U1 Intouch on a new laptop. I get to the ULA screen is blank build 19044.2364

[ISS Support Case] SQL Database

2/2/2023: -Having trouble connecting to SQL Database Server. -Could not open connection to SQL Server [2]

[ISS Support Case] Starting Window Viewer Gets can not find .bat file message

Starts Window Viewer and gets Windows cannot find 'C:\Fairfax\SETTIME.BAT'. Make sure you typed the name correctly and then try again.

[ISS Support Case] InTouch is not launching on reboot

Getting message HDACC.exe cannot be found.

[ISS Support Case] Microsoft updates broke intouch

InTouch no longer opens, please check logger message. Lot of windows updates came in over the weekend which seemed to have broke it when they came in on monday.

[ISS Support Case] How to run Intouch 2020 R2 SP1 P01 as a service

Is there a tech note for running Intouch as a service (on startup without user logon) on the Historian server for Intouch 2020R2 SP1 P01. The Intouch app provides a number of tags using the PLC IO and scripts to the Historian.

[ISS Support Case] Unable to connect to License Server

License Server Version: 3.7.0 -cannot connect to license sever. -Sending Demo license to See if it will grab this license as a test.

[ISS Support Case] Aveva watchdog failed to start

installation fails when they get to the AVEVA watchdog instillation

[ISS Support Case] License Deactivating on one server

2/8/2023: -Needs 3 components "checked" back in so that license can be deactivated on a server.

[ISS Support Case] two nodes with same source showing different values

has a SCADA1 and a SCADA2 machine showing different values

[ISS Support Case] DDE Suitelink

2/9/2023: -VSA -Allen Bradley DDE Link to spreadsheet that's active, Generate a report to excel. A Live Excel. -Like, Visual Basics.

[ISS Support Case] Where to find a csv file in a managed application folder?

The client is maintaining a managed application and not sure where to update the csv file.

[ISS Support Case] Starting InTouch Gets Cannot access topic "" For AccessName""

Have my omfonfin DA server set up but when I run the Intouch application I get a pop up Initializing I/O - Cannot access topic "TopicName" for Access Name "AccessName". Start application " Old Alarm Viewer Windows 2000 Missing In New Application (sounds like old ActiveX ctrl) How to Use another CFG set? 2014 R2 SP1 windows 10 compatibility.

[ISS Support Case] InTouch - no data from new tags during runtime

Trying to display recipe information. The recipe is from a ControlLogix plc, broken up as a user defined tag. Different component of the recipe. Wants to designate that in intouch via the item. 17.2

[ISS Support Case] How to Filter and Export SMC Logs

Not familiar with the process would appreciate some direction.

[ISS Support Case] Convert App From Published to Standalone

Is there a method of converting a published app to standlone

[ISS Support Case] inTouch opening in a small window

window opens medium size and blocking taskbar.

[ISS Support Case] cant get to screen to do DB dump

couldn't get to main screen to perform DB dump

[ISS Support Case] Unable to Open Windowmaker

License not found, exiting Windowmaker when attempting to launch

[ISS Support Case] How do you publish a Standalone InTouch Application

Uncertain if development is done in the IDE or WM. Have a couple of nodes which one should be publishing from, have WM on both.

[ISS Support Case] PLC communication not working in Published application

After publishing an application neither development or runtime applications work. Communication is broken

[ISS Support Case] Wonderware app issues on Windows 10

We have observed two issues after replacing Windows XP/7 PCs with new WIndows 10 PCs that are running Wonderware apps under Window Viewer. It may be that there is compatibility issues occurring when a script attempts to execute the DialogStringEntry function and, in another case, the PostLogonDialog. In both cased the system would not respond to the button/action that invoked those functions.

[ISS Support Case] Windowviewer Crashing Randomly

Windowviewer crashes randomly. Possibly related to log in attempts

[ISS Support Case] InTouch WindowViewer closing

InTouch window viewer is sometimes closing by itself. We checked in the windows logs and at the same time that window viewer closes there are errors in the log. Please see the attached log file and let us know what could be causing this problem.

[ISS Support Case] Windowviewer Crashing Randomly

Windowviewer Randomly Crashing

[ISS Support Case] CDP version guidance

Set up 4 computers, which was "upgraded" -Downloaded CDP that came with installation file. -Installed latest version of DA-Server from AVEVA website. -"Please install valid license for this DA-Server product" -OI-Core 5.05 -ABCIP 2.0.7 -Find Documentation outlining how to go From DA to new OI-server communication. 1/4/2023: -Sent over how to Install and Configure: OI-Gateway, OI-Core and CDP.

[ISS Support Case] Alarm client control not working

Alarm client is not working. He has another alarm client that is working with same database. 2020 p01 1. 2. \galaxy!\areaname ------ queries and filters group

[ISS Support Case] Installing 2020 License Agreement Is Blank

Installing 2020 R2 SP1 and the License Agreement Is Blank

[ISS Support Case] An Error Occurred During Assembly Installation - Error 1603

Direct email: The installation now it did start, now I got these errors. Product did install successfully, but was told the follow up deployment issue was due to the installation. On Server 2022 in order to be more successful, they have to install .NET framework before hand. installations succeed half of the time. Ultimately seeking clarity on the consistent issues installing the product on the latest builds of Windows 11 & Server 2022 (22H2, 21H2).

[ISS Support Case] 2014 r2 sp1 patch 02 installation issues.

New computer, installing 2014 r2 sp1 with patch 02. The patch is not installing. Windows 10

[ISS Support Case] Unable to Open Windowviewer

Windowviewer is unable to acquire a license

[ISS Support Case] 2014 r2 license agreement install issue

2014 r2 windows 10 end user license agreement not working

[ISS Support Case] Unable to Install Intouch

When attempting to install Intouch, the user agreement in the installer is empty

[ISS Support Case] OI-Server stopping

1/5/2023: -OI-Server just Stops, 4 or 5 times a day. -TI-500. -OI.TI500.1 -3 Groups -The OI-Core and CDP was updated as well. -other machines running just fine, it is just this one server. This is the only PC that is running the TI-500 Controller. -Escalated to AVEVA 1/10/2023: -No Reply from Customer after reaching out through E-Mail and Phone.

[ISS Support Case] Cant connect to the Unitronics OPC Server

OPC client is connected but data has not come through. The client has recreated a new connection and still nothing is being pulled. 2014 r2 sp1

[ISS Support Case] Alarms not being logged in SQL

Database stopped purging and had to be recreated sometime later alarms stopped logging in sql 2012 r2 Dump event data start "the following SQL query has a syntax error"

[ISS Support Case] License Agreement Blank

Walked rep through how to run powershell script to get working, email TN

[ISS Support Case] Moved a Node Now License is in a Grace Period

Licensed Locally License 3.6.000 Unfamiliar with offline activation

[ISS Support Case] Getting Memory Pop Up on a reboot

Every time we reboot this computer (few months old) upgraded from version 2012 R2 (10.6) to 2020 R2 SP1. We get a pop up saying Your system may be running low on memory Windows 10 21H2

[ISS Support Case] BindTo Indirect Tags In a For Loop Misses Writing Some Values

First and second attempt at script execution within an indirect tag fails, but the third execution works properly existing system (yes)? new work being done not working as expected. Modern application Action Script for a button (in AG) looks at an array of 20 objects Call notes: Wrote LogMessage in the loop which we see in the log however not all of the elements are being written as expected. Index zero seems to be skipped as do some of the expected tag values at the end of the resultant string.

[ISS Support Case] Needs to Rebuild an Application using 2017 U2

After extensive work trying to fix the issue, I believe that I know what needs to be done. However, we are currently unable to do it. In addition to us not being able to do it, our maintenance has expired so we must wait until it is renewed. To resolve the issue, the following needs to be done: I have exported the tables, db, scripts, and Windows to a folder named "Export2" on the desktop of the tablet pc. A new application needs to be created using version 17.2. We cannot do this on the tablet PC because it is running 17.3. Applications made as 17.3 cannot import 17.2 windows and scripts. I've tried to create a new application on the Scada Server that runs 17.2. However, it stalls at a certain steps and never completes. We need someone from Insource to create a 17.2 application, and import our windows, scripts, and db into it. Once it's made, we can import it into the 17.3 application manager and it will upgrade it properly.

[ISS Support Case] Intouch Scripting Inquiry

Getting customer to Email with outline of what They're needing. -What Im trying to do is to see if there is a built in function that is like the Dtext() function. Where Dtext() is a boolean based function, I need an integer based function that will display state change messages off of an integer value rather than a boolean value. Is there something like this or do I need to create a quick function for something like this? -AVEVA Engineer Gave Answer as to how or if this is possible.

[ISS Support Case] Tag coming back null

Installed O/I server MODBUS Tag showing null value Data acquisition in SMC disconnected References data from primary window maker

[ISS Support Case] Changes can not be deployed

Changes made in windowmaker wont deploy on primary server but take fine on sencondary server. "the managed application has been undeployed you must redeploy the application to run it"

[ISS Support Case] Unable to Open Window

When trying to open a window with a new Active X alarm control, Intouch throws the message "Alarmdbviewcontrol1.providername and AlarmDBViewcontrol.servername are having an issue resolving". Intouch version 2017 U3 Sp1 P1

[ISS Support Case] Migrated application suffering from performance issues

Application was migrated from 2014 R2 SP1 to 2020 R2 SP1 and the migrated application is suffering from performance issues. In Runtime while moving from window to window there is occasional lag Will sporadically get the application is not responding pop up. Waiting allows the application catch up. pattern / repeatable / same windows? - seems sporadic Messages in the logger? - unknown Messages in Event viewer? - unknown

[ISS Support Case] Cannot start windowviewer

Application manager - wants to have windowviewer to start automatically. He rebooted and now cannot get the app to start. -------- We set the window he wants to show as the home window. We can launch windowviewer and the app runs fine. ------- Needs to create .bat file and place shortcut in shell:startup.

[ISS Support Case] Missing Windows In Project View After Application Migration

Several windows missing from Project View window list after migration of InTouch application from 2014 R2 SP1 to 2020 R2 SP1. Can still be seen in the Window Selection List.

[ISS Support Case] When InTouch running for 24 hrs a script using an ODBC link will freeze

Issue: When InTouch running for 24 hrs a script using an ODBC link will freeze. ..when the application is started it establishes an ODBC link, the client has a button executing a script via ODBC (basically running a search and grabbing some information) When intouch has been running for 24 hrs the script will start freezing. You have to wait 10 seconds before it will activate. If you cycle wonderware is starts working again and happens pretty consistently at the 24 hr mark. InTouch 2020 R2 SP1 Asynchronously (no)

[ISS Support Case] DASMBTCP Not Communicating Install Valid License Message

Direct email: have a bit of a nagging problem with this application The customer computer recognizes the RT license, but we are using the DASABTCP DA server with the PLC-5 that they have on this line. It comes up with no communication at time. I have adjusted the DASABTCP service to restart if it stops, but have noticed this error in the log viewer as shown below that there is not a valid license for the DA Server Please install a valid license for this DA Server Product

[ISS Support Case] Needed an upgraded license for 2023

Needed an upgraded license for 2023

[ISS Support Case] Preventing Screen Resolution Changes

New to intouch - multiple screen resolutions how to prevent Screen changes

[ISS Support Case] License Server Core Service Keeps Stopping

Primary license server Core keeps stopping, happened 3 times today.

[ISS Support Case] Question about where to download System Platform 2017

The client currently has 2017 Update 2 and is looking for System Platform 2017

[ISS Support Case] Application not opening in windows viewer

Test application works. Sending over project so I can try and replicate.

[ISS Support Case] Deactivate License on Laptop with no Privilege's

Development License was Activated on a laptop, IT then Took away Admin Privilege's on said laptop. -Need's help Deactivating the License. -Awaiting Client to get in contact with IT to get Admin rights once again.

[ISS Support Case] Installing OI.Servers Broke KepDirect Communication

Client had a PC crash, installed new 2014 R2 SP1 on a system and sent it to client. Managed InTouch Had KepDirect installed and working, then installed OICORE 3.0 OI.MBTCP The OI Server worked but it seemed like the install broke something with KEPDirect Server v5.11.263.0 (*not supported on Windows 10). KEPServer is still connected to PLC and testing utility indicates it working.

[ISS Support Case] Duplicate Displays Multiple InTouch Apps

Customer is trying to remove Suitelink conenctions between muultiple Standalone InTouch applications and wants to know if there is any other way to manage 1 display over multiple stand alone applications that does not involve the distributed application server option

[ISS Support Case] Needed help activating a license

Couldn't find the license , very weird situation, chris jumped on and was able to get him working with demo, but doesn't know if license he received was old or not

[ISS Support Case] License Agrrement Blank, New install.

Copy 2020 R2 SP1 -license agreement blank. -Disable DCOM, Reboot, try to install.

[ISS Support Case] Unable to Acquire a License

Windowmaker is unable to acquire a license

[ISS Support Case] Unable to edit published application

Running intouch 2020 R2 has an old published program trying to edit it. DB load fails its a Legacy application and does open in WM.

[ISS Support Case] License Agreement page is blank Unable to Install Product

Cannot proceed with the installation and can only click Exit to terminate the install.

[ISS Support Case] Needs to locate licensing activations

We have our license XML has 29 licenses in it, When I look at and activate it that number doesn't update. Client is trying to activate some of their licenses and is getting ( the license is currently activated ) messages. Over time they have lost track of which machines went down etc and are requesting assistance locating the current activations

[ISS Support Case] Historical Trending

1/20/2023: -When trying to get data (1-1.5years old) The Graph is blank.

[ISS Support Case] Upgraded Intouch Application Won't run

Win10 build 22H2. Build 19045.2486 --App runs fine on my server 20198 vm. Tried to reinstall software, installation media is not blocked.

[ISS Support Case] Communications drivers pack issue

Driver not installed correctly. old version installed on top of CDP messed up system platform. Cannot uninstall or configure.

[ISS Support Case] InTouch will not connect to DA Server

DASABCIP 5.0 InTouch 2014

[ISS Support Case] No Alarms in Windowviewer

No alarms in alarm banner on remote clients after restarting primary server

[ISS Support Case] 2014 R2 not installing on touch panel

Touch Panel is 7 years old, hard drive failed. Customer sent it in for repairs. Needs 2014 R2 software. Runtime -

[ISS Support Case] How to identify a tag name in an Intouch db dump?

The client has a DB dump and wants to know how to reference the tag in a script.

[ISS Support Case] SP 2020 R2 SP1 P01 Install Help

1280x1024, cutting off on the right side. -Migrated from -Needing help Finding SP 2020 R2 SP1 P01

[ISS Support Case] Window Is Smaller Than Windowmaker Field

Migrated an application and one of the windows is slightly smaller than the Windowmaker pane

[ISS Support Case] Close Windowviewer via Hotkey Combination

Asked about a hot key combination to close Windowviewer

[ISS Support Case] InTouch keeps going into grace period

AVEVA software package keeps going into grace period

[ISS Support Case] Intouch Questions

Recently made some big changes in development on a 2014R2SP1 machine but clients are running on 2014R2 only.

[ISS Support Case] Needing SP 2020 R2 SP1 P01

Customer can not access AVEVA Knowledge Center to Download SP 2020 R2 SP1 P01

[ISS Support Case] cant get PLC recognized

Doesnt know how to set up PLC

[ISS Support Case] OI_Core ABCIP Configuration

Guardlogix PLC. -Historian for commissioning services for forensic analyses. -Version 33 Firmware Allen Bradley Controller. Control Logix. L7x. -2017 Update 3 SP1

[ISS Support Case] trying to disable alarms with a script

The script he used is not disabling the alarms,

[ISS Support Case] Windows DCOM hardening

Customer Was inquiring about the TA's referring to the new Windows Updates affecting Wonderware products

[ISS Support Case] InTouch Historical Logging stopped working

Trend stopped recording data on 1/24. 2020 R2 SP1

[ISS Support Case] DBLoad keeps failing

Attempting to rebuild a corrupt application but the DBLoad keeps failing.

[ISS Support Case] DCOM Hardening Errors when Installing

Installing SP 2020 R2 SP1

[ISS Support Case] Application Import to New PC

2017 Update 2 Needing Guidance on how to Backup Application, Install new Software on new PC and Import application.

[ISS Support Case] License Checkbox issue

Having blank license box and checkbox issue.

[ISS Support Case] Windowviwer not launching, error: Exception caught for view initialize

2014 r2 sp1 When starting windowviewer he gets error message: Exception caught for view initialize

[ISS Support Case] Updated Objects showing fail to connect

6/5/2023: -A few recently updated and deployed objects showing fail to connect (Red X) 2020 R2 P01 GR Object Server 1 OI Pro Object Server 2 OI Pro Terminal Server 1 Thin Manager V 12.1 Terminal Server 2 Thin Manager V 12.1 (All HMI's are thin clients) Historian (2023)

[ISS Support Case] When switching to runtime it says license exceeded 500 tag limit

NAD computer at each site which is pointed to central license server. It will grab a DEV license fine but when they pull up windowmaker it doesnt check out a runtime license.

[ISS Support Case] Intouch not allowing to run as admin

[ISS Support Case] Issue with Datachange scripts using Galaxy References POST 2023 Migration

after migrating the Intouch Standalone application from 2014 and 2017 Update 3 as well. but for both scenarios, I am getting 2 errors related to the data-change script. 1. some blank scripts are added automatically. 2. some data-change scripts are not opening.

[ISS Support Case] InTouch is not logging data into the Historian

Version: 2023 Patch 2

[ISS Support Case] Intouch how to implement security

2020 - working on an application, need to add several users and passwords.

[ISS Support Case] Viewer Immediately Shutting Down Post 2023 Migration

This is a total Schnider solution M50 and M340 and WW on the front end. Upgraded quantum to an M580. Upgraded ww from some version of 2014 . Communicating through gateway to OFS. From Gateway in SMC (can browse tags) When they try to run window viewer it (view) just crashes. - unblocked installer (uncertain what this is in reference to)

[ISS Support Case] AlmDBView Control Error

[ISS Support Case] Your system may be running low on memory. Continue?

When launching InTouch Viewer gets ; Your system may be running low on memory. Continue? impossible to accept, must select No or exit to close. New system, Standalone InTouch.

[ISS Support Case] After reboot, Memory shortage error

7/6/2023: -Compressed file. -Sent the file to a USB. -When restarting the intouch application.

[ISS Support Case] Unable to Open Windowmaker

Check logger for details message when launching Windowmaker

[ISS Support Case] Unable to Upgrade Intouch

Running the installer produces "unable to add NT service asbmanager account to aaadministrators" message. Upgrade doesnt start

[ISS Support Case] System Management Server Configuration Error.

7/10/2023: -Trying to System management server. -Inside configurator giving an error. -Managed Application. -Waiting on Picture of error received inside configurator.

[ISS Support Case] WindowViewer Running Low on Memory

When launching Windowviewer, the message "windowviewer is running low on memory" appears

[ISS Support Case] No Data In A Published View Application

Trying to get a tablet up and running / application installed but running into a problem. When placed in runtime gets a pop up that says: ArchestrA Platform is not deployed on the node. Not seeing any data. New Configuration This application was created by their implementation specialist (uncertain who that was).

[ISS Support Case] Application Manager Will No Longer Start

Was troubleshooting an issue where applications stopped automatically opening (defined in startup menu). It just suddenly stopped working, called support and implemented some suggestion. Now application manager will no longer start.

[ISS Support Case] When View Starts Gets: System running low on memory

Was troubleshooting an issue where applications stopped auto launching, client encountered this message. Called support and implemented suggestions. Still gets message.

[ISS Support Case] Cannot start application "ABCIP.exe"

While troubleshooting an automatic start up issue, client is now seeing a message when launching InTouch Viewer gets Cannot start application "ABCIP.exe"

[ISS Support Case] Read Only Application Question

Can you set an application to read/write, but have certain users be read only. The objective is to not have to manage two versions of the application, read/write and read-only

[ISS Support Case] Keypad no longer masks

Since upgrading to 2023 from 2020 R2, our keypad no longer masks character even though the "password, use replacement character" is on. Turning echo off still functions correctly. Same sentiments for a text box as the keypad input.

[ISS Support Case] Replacement HMI Not Launching for a particular user

Issue: Client computer had a hardware issue. Setting up a new client computer, just finished configuring. But unable to open window viewer as a standard user. Set it (intouch) to run as Admin (still not working). This computer has two accounts (Administrator) and an operator account. View works using admin account. Switch to operator account ( encounters prompt)

[ISS Support Case] 2020 SP install error.

7/14/2023: -Installing 2020 SP. -SQL Server is missing required service pack.

[ISS Support Case] How to Auto Start InTouch on Windows 10

Issue: Client computer had a hardware issue. Setting up a new client computer, just finished configuring. But unable to open window viewer as a standard user. Set it (intouch) to run as Admin (still not working).

[ISS Support Case] Unable to Find Download

Cannot find download link on Aveva website

[ISS Support Case] unable to acknowledge alarms

[ISS Support Case] wwGenericSQLGrid Cannot Initalize data binding

Cannot Initalize data binding

[ISS Support Case] No connection after PLC upgrade.

7/17/2023: -Updated PLC. -One PC with application is populating data correctly. -The other PC with the same application is not receiving data. -New Tag's, are not populating data. -Workstation 5 (is the I/O Server) -"No local host, disconnected". -DASABCIP (Version 5) -SSGateway -Make file share for application.

[ISS Support Case] New Installation Unable to Run Window Maker

Older version of WW (make upgrades) trying to run 2014 R2 SP1 have integrator license. Failed to open InTouch Application See Logger

[ISS Support Case] Unable to Import Application

When attempting to "find" the file folder containing application data, Application manager looks like the process completes, but no application is added

[ISS Support Case] InTouch 2012 OS Compatibility

What is the compatibility of InTouch 2012 for Windows? If I needed to upgrade to to 2014 or 2017? Can I just upgrade to any version directly?

[ISS Support Case] Unable to DB load

DB load fails with "Line xxx Problem with tagname: tagname too long"

[ISS Support Case] RDS will stop working because this computer is past it's grace period

We have a server that we remote into with RDS enabled. On that server 3 sessions of Wonderware running... recieved an alert on the desktop indicating : No remote desktop license server is available. Remote Desktop Services will stop working because this computer is past it's grace period and has not contacted at least a valid windows server 2008 license server. This message to open RD session host server configuration to use licensing diagnostics. First time seeing this message, inherited this not sure how to proceed

[ISS Support Case] License Pending Activation.

7/24/2023: -Customer Needed assistance with License that was Pending Activation. -Also needed to know if a new license was needed for a New PC, running a Copied Intouch Application.

[ISS Support Case] How to Export - Import a Modern Application.

Familiar with backing up the application directory.

[ISS Support Case] Unable to Open Windowmaker

Windowmaker is unable to acquire a license

[ISS Support Case] Seeking Assistance Applying .LOC License

Has an all in one Touch Panel Was originally provided .LIC version of the license now has .LOC but recieved no instruction on how to apply / install it.

[ISS Support Case] Having issues Picking up .loc License.

7/31/2023: -Client having troubles picking up .loc file. -2017 update 3.

[ISS Support Case] Historian issue, windowviewer is crashing

Wiindowviewer is crashing. May be due to Historian. In log viewer they are getting send attribute to historian. This is affecting multiple stations. There will be a static square when this happens. Problems started this week.

[ISS Support Case] Intouch Migration

[ISS Support Case] Cannot acknowledge alarms.

Nothing happens when he tries. No relevant messages in the SMC. This was working 2 days ago. He is on the dev node. -------------- Intouch v2017 U2, Modern Application. Unable to Ack current alarms, tried to do it different ways and they will not disappear. We have rebooted. I thought the app was corrupted so we tried rebuilding the app but it failed when importing windows with archestra graphics. I didnt see any errors in the smc. He is using intouch security and is logged in as admin

[ISS Support Case] Intouch 2023 installer issue

Getting stuck on watchdog not able to start

[ISS Support Case] Auto Start InTouch Application Not Working

updates are regularly pushed out, client described intouch does not auto start. Windows 10 22H2 2017 U3 When trying to open a WindowViewer it will popup 'Application "C:\DEMOAPP1" Access denied'

[ISS Support Case] Unable to Access License Manager Gets "not authorized to access this page"

New installation licensed locally Gets " You are not authorized to access this page " when accessing License Manger Web Page.

[ISS Support Case] SSL/TSL Secure Channel. Remote Certificate validation failure

5/31/2023: -System Management Server "Not Available" -Failed to connect to console. -Remote Certificate

[ISS Support Case] Imcompatible Version

GR has hotfix and a test system does not so we cannot restore the galaxy. Tried installing hotfix on test system and get the same message. The WWcdi and WWPackageServer dll files were updated. We moved the newer dll files from the gr to the test node and import still failed.

[ISS Support Case] Window Doesnt Show When Called

Window no longer appears when pushbutton is pressed

[ISS Support Case] Reference a PLC Program Scope Tag

Can you reference a PLC Program Scope tag without using an Intouch tag

[ISS Support Case] NAD unable to download new application

[ISS Support Case] System Platform To TopServer connection issue.

6/8/2023: -New install of SP 2023. -TopServer, Suitelink, Starting as a service. -NO System management server. Unencrypted suitelink connection.

[ISS Support Case] Installation Issue .NET Hosting Bundle and Watchdog Service Not Starting

Installation Issue - trying to install 2023 gets an error unable to install .NET hosting bundle, another install hangs up on watch dog service not starting. Running as local administrator

[ISS Support Case] Galaxy Requires Password

Connecting to clients cab file and does not have the credentials to connect to the galaxy

[ISS Support Case] Unable to Launch Windowmaker

Windowmaker is unable to acquire a license to open

[ISS Support Case] Unable to Launch Windowviewer

Check logger for details mentions an impersonate archestra user cannot be found

[ISS Support Case] tag not defined

Export/import some screens to another folder location tag not defined shows "D?:" before tag name

[ISS Support Case] Intouch Windows No Longer Appearing in Application

4 Intouch windows are no longer available in application list

[ISS Support Case] Unable to Run Installer

Installer fails at .NET prerequisite. Another version of this product is already installed

[ISS Support Case] Discrete Values Do Not Match In New Installations

Transferred a project to a new computer Digital signals do not appear to function. Analog signals seem to be functional. Original system Comm Server MBTCP END DEVICE Model Number: BMX 340-20 (Modicon M340) Firmware : 2.5

[ISS Support Case] Unable To Export A Project

Second Issues is I cannot export the project

[ISS Support Case] Configuring XL Reporter Connector Needs to Locate InTouch History

New installation configuring XL reporter, real time values connector is working, Historical connection is not.

[ISS Support Case] Windowviewer Crashing Randomly

Windowviewer Randomly Crashing

[ISS Support Case] can't open runtime while in developer mode

[ISS Support Case] Backup Server setting not saving

1/30/2023: -License Server, 3 Clients. -Primary and backup license server but, no backup license server. -Old configuration keeps going back to backup. -Happens Every couple days. -Goes into each client individually, But keeps defaulting back to old setup. -All licenses are on one server. 2/9/2023: -Left VM with Receptionist. ----2/10/2023: Team's Meeting 1:30P.M ---2/15/2023: Team's meeting at 10:00 A.M 2/15/2023: -During meeting, we removed the "Backup license server" that had no activated license(s) on it. It served no purpose. Went through log files. Nothing obvious. -Made port '55555' open for Inbound and Outbound rule for the port exemptions. -Checked other firewall settings. -Have to wait to see if the "Enable backup" checks itself in and loses the license from the primary, to determine if this is resolved. 2/20/2023: -Disabled Reservation for 60k Runtime and historian Client. 2/28/2023: -Team's meeting. -Put demo license on all 3 Client servers. -Deactivated License(s) on primary server. -made a backup of LicenseManagerData.db. -Deleted, then copied new blank .db. -restarted machine after activating the licenses. -Client's grabbing license as normal. -Awaiting any faults, yet to be seen. 3/2/2023: -Error occurred again. 3/14/2023: -Team's meeting; Cleaned up backup license database through registry. Found that PrimaryScada was written in for a backup through the registry. -Also attempted to Upgrade LM.

[ISS Support Case] Authentication on SQL grid not configured correctly

Not allowing us to change the selectedrowdata column in the properties.

[ISS Support Case] Cross Reference Utility Stalling

Cross reference utility stalls when used and doesnt complete. Has to restart Intouch to recover

[ISS Support Case] Import of Application From DEV machine to Plant floor, WM does not open.

2/17/2023: -IDE, Windowmaker, upon opening, goes through process then just "stops" -Imported back to Plant Machine. -Development PC: 2012 10.5.000, OS: Windows 7 PRO.

[ISS Support Case] Not getting Historical data in Intouch trend

This is working on the server but not on the client.

[ISS Support Case] Installed Updates Broke Intouch Web Live Data

installing Feb Windows updates, Intouch Web is no longer showing live data in graphics using web clients not on local node of the Intouch app. i did notice a few what look to be new info messages in the logger that I hadn't noticed before: 2768644 2/20/2023 2:22:02 PM 14956 8764 Info ArchestrA.Visualization.Graphics.MAInTouchSupport [InTouch Support] Detected InTouch settings changed. Will update Intouch settings. VA03YWVAP0100 439 Aveva.Web.ContentHost.exe 0 2768645 2/20/2023 2:22:03 PM 14956 8764 Info ArchestrA.RuntimeData.ASBIdataProvider Successfully connected to '$MyViewApp' , Connection Id is 2bfb761b-9719-4e67-b54d-791349876d1a VA03YWVAP0100 711 Aveva.Web.ContentHost.exe 0 2768648 2/20/2023 2:22:21 PM 9080 8820 Info ArchestrA.Visualization.Graphics.ModelProxyLibrary [ModelProxy-Service] Service Session of type: ISecurityProxy is opened. Session Id: uuid:a0c1d7fa-5957-432e-9b62-5e60d3637c1b;id=4 VA03YWVAP0100 123 view.exe 10.78.5.216 2768649 2/20/2023 2:22:21 PM 14956 12160 Info ArchestrA.Visualization.Graphics.ModelProxyClientLibrary [ModelProxy-Client] New proxy client is started. Model type: ISecurityProxy, Address: net.tcp://localhost:55701/ModelProxy/ISecurityProxy, SessionId: uuid:4163062b-be50-448d-b6ac-89cb3b3abe97;id=1 VA03YWVAP0100 125 Aveva.Web.ContentHost.exe 0 2768650 2/20/2023 2:22:21 PM 14956 12264 Info ArchestrA.RuntimeData.ASBIdataProvider Successfully connected to 'intouch' , Connection Id is 508a5710-a96d-4485-831b-95b931a1032f VA03YWVAP0100 440 Aveva.Web.ContentHost.exe 0 2768651 2/20/2023 2:22:21 PM 4840 14104 Info InTouchDataSource Successfully Added the user access level info for connectionId 508a5710-a96d-4485-831b-95b931a1032f VA03YWVAP0100 498 InTouchDataService.exe 0

[ISS Support Case] Screen not showing after migration

2014 r2 to 220 r2 sp1 no errors when opening Intouch after migrating he has no errors but when trying to access certain screen they dont exist

[ISS Support Case] Window viewer font large to small

2/27/2023: -Development, asked to convert every time. -changed resolution up and back down. -Window Viewer: Opens, font goes from large to Small. -Prompt for Windowmaker to convert resolution. -Need's to know If the application can be fixed, "More simply" 2/28/2023: -Team's meeting with Client. -Asked client questions pertaining to his problem. -Has no backup of the original application. -Client will need to Manually Change the font size's.

[ISS Support Case] one client cant modify door commands, cant open and close doors

one client cant modify door commands, cant open and close doors, logs in as client attempts to close prison doors

[ISS Support Case] License Agreement blank

[ISS Support Case] License could not be acquired

Runtime License disappeared

[ISS Support Case] Unable to install the communication drivers pack

License agreement error, not able to view it.

[ISS Support Case] New Install License Could Not Be Acquired Message

Have a new intouch 2023 workstation. Have a runtime with license could not be acquired message.

[ISS Support Case] Unable to Use Intouch

New install of 2014 R2 on Windows 11 and is having trouble opening System Platform utilities

[ISS Support Case] How to Rebuild an Application

Picking up on previous cases for a colleague 83424, 83000

[ISS Support Case] Unable to login to intouch applications

InTouch access level stays at 0.

[ISS Support Case] Could not load library "CursorFnDLL" Messages

While deciphering why elements are missing from screens. The client is seeing these messages in the logger Could not load library "CursorFnDLL" Messages

[ISS Support Case] Obtain Version Information

Wanted to find version information based on .win file, lgh, and idx

[ISS Support Case] Application not able to open

Had brought over the application to a new pc but had not brought it over correctly.

[ISS Support Case] Applicaton developed in different version.

Works on 2020R2SP1 Other running windows 11 Copying a application over to a new windows 11 build but version is not correct

[ISS Support Case] Unable to Access Sp1 Download

Unable to access the SP1 download on the aveva site

[ISS Support Case] How to Activated Licensing

Fresh install of 2017 U2 on a new laptop

[ISS Support Case] Nested If Statement Evaluations In Intouch

Direct email : In a Nested IF statement when a sequence != 0, two things can happen. Either 2 (MSACCESS) connections are opened, and none are closed, or one connection is opened, and closed. This can build up, but not sure how often the button triggering this sequence is being pressed or why it would eventually lead to a crash if its not pressed for 20 hours or so, then pressed. My question to you, however, is on the semantics of the conditional: IF FROMSTEP==0 THEN Else IF FROMSTEP THEN The second If FromStep, Im not sure what that means. Some compilers will treat 0 as false, and anything else as true. Visual basic typically treats True as -1, so what does Wonderware do? Either way, I dont like the script as written, but to make a change, I need to know how the If FromStep is treated. Any insight would be appreciated.

[ISS Support Case] Needs XML licenses files

Direct email: I received these license files however the version is using 2017 3 SP1 and needs an xml file. Can you assist me. There are 2 licenses enclosed

[ISS Support Case] ABCIP connection to 1756L84ES Poor Performance

I've been having an issues which may be caused by the ABCIP connectivity to my Rockwell Controllogix 1756L84ES Guardlox 5580 Safety Controller PLC, Revision 32.013. It appears that the CIP connections are loading up the MSG (Class 3) to the point where the controller is becoming unresponsive. I reduced the Maximum Number of CIP Connections from the Default (4) to (2), which has improved the performance, but it is still burdening the controller. I notice in my SMC that ABCIP is showing as (BETA). I am not sure if there is a later release that improves this performance. I scanned through the AVEVA knowledgebase, coming across this KB: FAQ000019318 . It suggested that for "lower-end" controllers, to reduce that number. But this is a high-end ControlLogix processor, so I don't know if that applies. I would welcome any thoughts or suggestions.

[ISS Support Case] Cant load DASERVER and not able to see in SMC

Cant load DASERVER and not able to see in SMC Allen Bradley DASABCIP server was successfully installed, but still cant see in SMC

[ISS Support Case] Is Wonderware 2017 U3 supported on Win 11

[ISS Support Case] Licensing Issue License Not Acquired

Working on setting up a PC today. I was able to add the license and activate it. everything looks good, I try to run the view says no license found. Originally 2014 was upgraded to 2017 (had 1 thing after another all day) License Manager 3.5.1

[ISS Support Case] Can InTouch Deployments be streamlined

Previously at 2014 using unmanaged application now moving to 2017 using managed applications - I have like 10 standalone PCs, if I make changes to an application is there a way I can group them so that they dont all have to be deployed separately.

[ISS Support Case] License file was located but feature line "InTouch_" could not be found

Have an HMI on a piece of machinery after a power outage upon reboot is says it cant find something in the license. License file was located but feature line "InTouch_" could not be found

[ISS Support Case] Windowmaker

3/13/2023: -WindowMaker, Another Application is being Edited. -Pointed Customer to AppEdit.LOK, to delete file and restart Computer.

[ISS Support Case] Installing Intouch 10.1 SP3 on Windows 10

Working on a project for a customer. They need to upgrade from XP to Windows 10. Been getting by using rebuilt machines. Currently running InTouch 10.1 SP3 GE SNP driver GE LM9030 PLC Testing a new machine 10.1 installs fine OI Server does not.

[ISS Support Case] Unable to Open Windowmaker

Launching Windowmaker produces a "Exceeded Maximum Number of Windows Allowed 32" message

[ISS Support Case] Unable to Read Array

Unable to make a template in order to read an array value from a PLC. Co worker working with wonderware 2020 come across a problem where bits are getting stuck. - conditional script when it sees a bit come on performsWork (BitResets) Noticed in some cases the bit isn't resetting. We have the same application running on 3 clients, where would those scripts be running (all three locations?).

[ISS Support Case] Communication Issue With DASABCIP

Set up a test process DASABCIP not getting communication. Remote support is not possible. 2014 R2 11.1.0.8.081 DASABCIP 4.1.2 L75 ControlLogix 5575 firmware 24.12

[ISS Support Case] SP 2020 License Agreement Blank

3/15/2023: -Customer E-Mailed asking why when installing his SP 2020 the license agreement is greyed out.

[ISS Support Case] Galaxy will not connect, service not available

3/16/2023: -Having an issue connecting -Galaxy will not connect, Service disconnected. -Any galaxy new or old.

[ISS Support Case] Historian Client Applications are having issues connecting to Historian

3 computers that were running 2020 R2 Sp1 2 were working well 1 was on a domain now removed and having connectivity issues. Objects data not coming across. Cant find historian. 20 H2 SMC lot of failed to kill al host ASB service manager 20188 access denied. - CNA

[ISS Support Case] CDP and OI-Server question

3/17/2023: -Product version 2020. -Product version 2012. Standalone -DASABCIP 2017 (Communication works for PLC) AVEVA complete Driver's OI-Driver -Needs FS-Gateway CDP, 2023 Version 7.4 -Now SMC show's nothing as far as connections. -No control of SMC, He has Log viewer, -Need's Oi-Gateway

[ISS Support Case] Where is Symbol Factory - How to Access Symbol Factory

Not seeing it, does this require a different install or license.

[ISS Support Case] line must start with ;ingredient name , ingredient type

CASE# (0001482153) in CALL TRACKING DB ISSUE: when try to upload receipe, the error "Line1 must start with : Ingredient" appears CAUSE: the regional setting was changed and a new filed separtaor was selected (, or ;). SOLUTION: reset the old regional setting or just change the field separator in the new regional setting.

[ISS Support Case] Trying to deactivate a license but the License Manger interface is blank

Trying to reset a system but when going to deactivate the license there is no license to deactivate. Running 3.7.002 remote support is not possible.

[ISS Support Case] WWClient Keeps crashing

Troubleshooting MQTT issue wwClient keeps crashing.

[ISS Support Case] Intouch - access name not configured correctly

Intouch - all in one machine died, they moved the application to a new machine. They are getting an alarm. 3 device groups are not pulling up. Cannot access topic error

[ISS Support Case] Unable to Accept License Agreement

License Agreement field is blank during 2017 U3 Sp1 P1 install

[ISS Support Case] No Data In Application

Published application from the IDE to a remote node and cannot get IO

[ISS Support Case] .NET ComboBox blank with items exists

Adding a .NET combobox to a system platform symbol. Populating the combobox from a SQL Adapter. Items get assigned to the comobobox, however in runtime the combobox isn't showing any data. Just a list that is approx as long as the number of items assigned to the combobox. I can inspect the items and there are items. So I have no idea what is going on.

[ISS Support Case] License Manager You are not authorized to access this page

Just installed 2023 tries to install license gets you are not authorized message. Smokeless Tobacco

[ISS Support Case] Unable to Call Faceplate Template

Created a faceplate template with the IO setup through autobind and doesnt know how to manipulate it

[ISS Support Case] Development License Not Working As Expected

I installed a runtime license on the HMI that I will be using and it seems to have installed. I then tried to install my development license on the same HMI to try and open the application but this license is in the xxx.LIC extension type and it says invalid file type or similar if I try to put it on the HMI.

[ISS Support Case] License Agreement Is Blank

Trying to replace a working machine we use Window Viewer On. Gets to License Agreement and it's blank.

[ISS Support Case] Suite Link Communication Issue Unknown

Suite link issue new installation I have an IO server (all IO) and a terminal looking at the IO server due to some kind of suitelink issue. Seeing messages in SMC about suitlink encryption mentioning IO server.

[ISS Support Case] OMI app Stuck in orange state.

3/23/2023: -2020 R2 P01 -Deploying ViewApp issue, get's deploy success but, then get's orange square, left it for 11 hours, has not deployed still. -Tried to deploy and undeployed everything back to the platform, did not solve. -Issue started occurring 3/22/2023 in the afternoon. -New ViewApp.

[ISS Support Case] IDAS connections keep bouncing between Started and Stopped

Two of three existing IDAS workstations that are configured have been bouncing between Started and Stopped after a recent reboot. Is that normal?

[ISS Support Case] Validation screen Error

3/24/2023: -Installing SP, on setup it say validationscreen. not able to "Load?" -Customer sending screen capture of error.

[ISS Support Case] Secondary administrator account affected license manager

3/24/2023: -Licensed a 6000 HMI station with I/O license. -Ran fine for a few days. -Now opening Windowviewer, cannot locate or retrieve license File. -License manager, license is there. -Initially, created a secondary administrator account, went back to administrator.

[ISS Support Case] SP Install .NET Interference

3/27/2023: -SP, Trying to install AVEVA 2020 R2 -.NET procedure -.net 4.7. -has installed 2020 R2, has installed this before on the same machines.

[ISS Support Case] I/O comm issue on 3/24

on 3/24 a plant was losing comms. In the log he sees error license 24hr grace period for instance expired.

[ISS Support Case] Intouch crashing after opening

[ISS Support Case] Windowviewer no values on screen

2023 intouch setup with abcip. Compactlogix controller, no values for tags is on the screen. Log file says tags were uploaded. PLC is5069 l310 er

[ISS Support Case] Unable to Find Software

Unable to find Intouch 2023

[ISS Support Case] After upgrade License cannot be grabbed.

3/30/2023: -New Client and License Server relationship. after upgrading, license cannot be picked up.

[ISS Support Case] Consignment license, activation ID not valid.

3/30/2023: -Consignment license -try's to activate it Activation ID is invalid or does not exist. -Online Activation process. -Version of License manager 3.5.1

[ISS Support Case] Memory Manager - Your system may be running low on memory

[ISS Support Case] ObjectViewer Crash Events after DCOM hardening update

After installing cumulative Microsoft update KB5022289 (DCOM hardening update for January 2023) on 3 separate servers (Galaxy, SS-SVR2 - IO server and SS-TS2- terminal server) windows event log is recording ObjectViewer.exe crash events, even though the Object Viewer itself is running. Attaching screenshot and SMC logs. Update was installed arounrd1 pm on 3/14/23 on galaxy and around 3:30 pm on 3/22/23 on the terminal server. Object Viewer crashing - deploying to secondary nodes all working. Doesnt actually crash but an event is logged (Windows thinks ist crashed) DOMAIN

[ISS Support Case] Direct Action buttons are frequently acting as if they are Toggle.

Direct Action buttons are frequently acting as if they are Toggle.

[ISS Support Case] Graphic question

graphic or way to reference tag and graphic changes with tag to notify operator of tag change

[ISS Support Case] Unable to open WindowMaker with popup Exceeded dictionary limit of tags

Unable to open WindowMaker with popup Exceeded dictionary limit of tags. After clicking OK, a second popup appears, "DB cannot be loaded. Are database files read-only? Or user has read-only access? Or tagname.x file is correct format? Exiting WindowMaker.

[ISS Support Case] Deleting Place holder tags In Intouch

Using intouch 2023 that is AVEVA WM and WV having lot of issues with WM. 2 weeks before had a ticket which resolved now having issue deleting a tag in the window maker.

[ISS Support Case] ABCIP Activate

I have an installed OI.ABCIP.2 that will not activate. Option to activate is greyed out. --------- Customer will uninstall and install cdp 2020.3 This is not a licensing issue

[ISS Support Case] Intouch from 2014 to 2020 R2 SP1 error.

4/28/2023: -11.0 Version of Intouch Application. -Upgrading to 2020 R2 SP1. -Upon upgrading, the application cannot be seen through the file registry.

[ISS Support Case] ABCIP connection to 1756L84ES Poor Performance

Direct Email. REF CASE: 8390 and SR 960275396. AVEVA indicated there are some known issues reported by Rockwell related to Firmware version 32.xxx, including v32.013. FAQ 000021344 CompactLogix 5380 v32.014 Release Notes . Per AVEVA's recommendation the client upgraded firmware resulting in even worse performance. "....we had some down time on the production line yesterday, so we took that opportunity to upgrade our controllers to from V32.013 V33.015. That turned out to be *worse*! The data gaps we were reading we much more pronounced. So we reverted back to V32 on the controllers to get it back to the way it was before. I then ran an experiment this morning, turning off all of the HMIs on the line, and then stopping our data collection and OPC server. Turning off the HMIs made a significant impact on the communication (MSG Class 3) utilization. Turning off the data historian made a little impact, and turning off the OPC Server did not affect the utilization at all. I then turned the OPC Server and the data historian back on, and then turned the HMIs back on one at a time. With each HMI, the data gaps increased. At this time, I am seeing a gap of about 0.4-0.5 seconds, occurring regularly every 2 seconds. Im still trying to understand what could be causing this periodic interruption.''

[ISS Support Case] OI-Server .dll Error

5/2/2023: -Managed Application. -Upgrading from 2012 to 2020, Siemmon's PLC, Using Si-Direct, Oi-server. -Problem with .dll.

[ISS Support Case] Access denied WV

[ISS Support Case] App list is blank after migrating

[ISS Support Case] Number Pad Closes When Called From Animation Link

Number pad closing when called from animation link

[ISS Support Case] Screen Resolution not working after migration

10.5 to 11.1

[ISS Support Case] Unable to Connect to Alarm Database

When attempting to connect the Alarm DB logger Manager responded with "User (null) does not have permission to connect to database"

[ISS Support Case] Opening Window Maker is Slow

We have different generations of product. Plan is to migrate various versions of the software plan is to upgrade 2023 2014 - 2023. Since we are going to rollout everything. no slowness in window viewer, launching application manager (2 minutes to open) 2019 32 gig memory across all memory No System Monitor Using System Management Server confirmed ISO is unblocked.

[ISS Support Case] License Server Configuration Fails Test Connection

Configurator primary license server fails test connection. Customer X

[ISS Support Case] License Agreement Blank

Trying to install the product license agreement is blank.

[ISS Support Case] 2012 will not install

Will be testing with 2014 and seeing if current license will work.

[ISS Support Case] Requesting Latest Version Of The Product

would like the latest version and a demo license.

[ISS Support Case] Windows 10 Compatibility with 2014 R2 Sp1

Is InTouch 2014 R2 compatible with Windows 10.

[ISS Support Case] Unable to Connect to Excel via DDE

Unable to make connection to excel sheet from Intouch

[ISS Support Case] Needs to White List AVEVA Activation Servers

Described ongoing Grace Period issue Needs to white list AVEVA activation server (provide list)

[ISS Support Case] Installation Issue 2014 Installer Times out on New Avantech panel

Gets to the pre-requisites screen seems to complete, splash screen goes away. Had to manually install prerequisites. Gets green checks on all pre reqs Clicks next Sees please wait, The next screen never displays ( has waited 15 minutes or more) Installation consistently times out. New install on a new AdvanTech computer. Note installed Win 7 on a panel designed for Windows 10 . Booted from a windows 7 USB stick and loaded it that way. Event viewer WMI error : Remote support may be possible.

[ISS Support Case] IDE fails to open

[ISS Support Case] "Asertion Error" when modifying Application.

5/9/2023: -Deleting tag's and Windows. -2017 Update 3 SP1. -Error Prompt "Asertion error" -Standalone Application.

[ISS Support Case] System Platform Installation Error

5/9/2023: -Intouch HMI. -Cannot install the Patch. -cannot select the patch's . 5/10/2023: TEAMS Meeting.

[ISS Support Case] Unable to Open Intouch

Unable to acquire a license

[ISS Support Case] Unable to Install 2014 R2 Sp1

When attempting to run installer, message states "windows installer service could not be accessed "

[ISS Support Case] Upgrading OI-Server CORE Installation Times Out

5/10/2023: -Issue's installing OI-Server_30 ABCIP g-2. -Core 30, started running and installing the prerequisites. -Getting Prompt that the pre-reqs are installing but, nothing happens after this. -Update from version that is already installed.

[ISS Support Case] Intouch Web Graphics Not Displaying Data

Intouch web graphics no longer displaying data

[ISS Support Case] intouch really loading slow

takes 30 to load, then its fine

[ISS Support Case] Intouch to excel connection help needed

Trying to populate data from Wonderware into Excel. Live data. 2014 r2 sp1 Exel 2010 windows 10 enterprise Cant access the topic message. 11.1.131

[ISS Support Case] Looking for installation media

[ISS Support Case] On board keyboard function for action script

[ISS Support Case] Not Compatible SQL Server with SP install.

5/11/2023: -Not Letting them Delete, SQL Server. -Installation of System Platform 2023 at a halt.

[ISS Support Case] Can't enable historical logging

doesn't start when try to start historical logging

[ISS Support Case] The program cant start because 'X.dll" is missing from your computer

The issue only occurs on a reboot, if Viewer is launched manually everything is fine. Gets several pop ups: The program cant start because 'X.dll" is missing from your computer. Try reinstalling the program to fix the problem. INSPT.dll SELBOX2.dll is missing PTACC.dll WWHOOK.dll Windows Professional LTSC build : 1607 - Installer unblocked? : (confirmed) installed from disc - offline system updates disabled

[ISS Support Case] The service process could not connect to the service controller

After a reboot auto starting intouch results in an error "The service process could not connect to the service controller" Windows Professional LTSC build : 1607 Installer unblocked? : (confirmed) installed from disc

[ISS Support Case] the corresponding editor for this item is invalid

i believe .aarul need to be replaced requesting from aveva as customer only has one installation

[ISS Support Case] Unable to Import Application

Unable to import aapkg file

[ISS Support Case] License not being seen

after power outage

[ISS Support Case] Changes not showing when opening from WV

Changes show when running from the IDE but when opening from WV WM or Applications Manager

[ISS Support Case] WindowViewer is not getting a license

This was working previously

[ISS Support Case] Intouch Alarm Viewer Control not working

ActivexViewerControl not resetting correctly

[ISS Support Case] Unable to Install System Platform

License agreement area is blank

[ISS Support Case] Graphics Not Loading

Some data in graphics arent loading

[ISS Support Case] After a Switch Firmware Upgrade InTouch Is No Longer Updating

We had a network problem Switch was upgraded everything is back online. PLC appears to be working but HMI is not updating any data. In System Management can see PLC drivers is up and running. ABCIP is running Rebooted Server no change

[ISS Support Case] Establishing Communication From A Host To VM and RSLINX to FSG

Using an application using the installation that I have 2013 11.0.04000 Windows 7 SP1 (VM). Had studio 5000 running on physical machine (host), have OPC group running through RSLINX. Trying to figure out how to get those tags from the host to the VM. VMWare

[ISS Support Case] After In Place Upgrade InTouch Window Viewer Will Not Open

Upgraded from 2017 to 2020 R2 SP1 using an UNBLOCKED installer. Went through the upgrade (uninstalled SQL Server) now tries to open application in WM and gets Failed to open InTouch Application See Log For details. In the SMC : Warning WWCdi From Microsoft OLE DB Driver for SQL Server. Named Pipes Provider: Could not open a connection to SQL Server [2]. . Unspecified error (80004005) caught at line 12377 in Cdi.cpp Warning WWCdi Application is unable to connect to the SQL Server database. Please ensure that SQL Server is configured to allow proper access to the ArchestrA Network User using aaConfig SQL utility and retry the operation. - Standard InTouch - Can create New Application NOTE: Client described during the installation getting an non specific error (rare occurrence message). Remote support is possible.

[ISS Support Case] Unable to play a sound

This works on an older machine. They are upgrading to new PC.

[ISS Support Case] License Agreement is Blank

Trying to install the product agreement is blank.

[ISS Support Case] Unknown Licenses Locked Needs List Of License Activations

Running out of licenses, think we have two that need to be released. Had grace period on a couple machines and released manually without disactivating licenses. Needs to identify the 12 machines where the licenses are activated to determine which one need to be released.

[ISS Support Case] Unable to Open WindowViewer

Windowviewer was unable to open as it could not acquire a license

[ISS Support Case] Unable to Open Windowmaker

Windowmaker was unable to open due to a license violation within the license feature

[ISS Support Case] InTouch not Acquiring License Reservation ServerConfig file is not in proper format

2020.0 Have a PC device name uses the PC name, has the PC name allocated to a InTouch Workstation 3000 tag has a device reservation unable to acquire a license updated tag count and redeployed (issue) LM 3.7.002

[ISS Support Case] Installing the WSP License Agreement Blank

Trying to install and can't accept the license agreement.

[ISS Support Case] Licensing Issue Product Not acquiring a License

Fresh installation. When I installed the license file it shows up in the LM says no license found. Opened 3 ports in the firewall according to documentation. Turned off firewall (same issue).

[ISS Support Case] License Agreement Grayed out.

5/30/2023: -Attempting to install SP 2023, first time install. -No previous software installed. -Get's all the way through the setup, license agreement is grayed out.

[ISS Support Case] Unable to accept license agreement Is Blank

I already installed a lot of PC with this version and it worked fine . I just got 2 new W10 pro computers ( Advantech 64 bits ) to install and at the step where I have to check the box I have read and accept .. , No license agreement displayed No way to check the box I need to exit the setup Why I cannot continue the setup ? I guess that I cannot check the box because the license agreement is not displayed . What is missing ?

[ISS Support Case] License cannot be acquired when running window viewer

Power outage took place and LM 3.5.1 cant see the license.

[ISS Support Case] InTouch Crashing

InTouch Crashing

[ISS Support Case] Render Webpage in Touch

Is there an updated method to render a webpage in inTouch? The Microsoft webpage ActiveX control that uses Internet Explorer within Intouch is not able to render a webpage with a live video feed from a webcam. I'm guessing it has to do with IE's age and lack of support. I can bring up the page with Edge and Chrome browsers.

[ISS Support Case] v2023, acked alarms do not disappear when querying 2 areas

v2023 p02 - got backup of 2017 r2 galaxy and restored it. Alarm display issue, when he acks active alarms they do not disappear. The alarms stay visible and are black.

[ISS Support Case] No IO updates when viewing a screen showing all plant IO but can see a smaller subset

No IO updates when viewing a screen showing all plant IO but can see a smaller subset after upgrade from 2014 to 2023 All IO uses InTouch Access Names.

[ISS Support Case] Intouch crashing and unresponsive

project sent over. Crashes after a few minutes.

[ISS Support Case] HMI Screen keeps freezing up Reoccurring issue

had a long standing issue where the HMI screens keep freezing up converted from 2012 - 2017 have two IO Servers frequent connect / disconnects. looking to resolve it. 960312199 ML logged in for a while, resolution clean up application went through a rebuild. Saw some immediate improvement but eventually returned to the same state. 2017 U3 SP1 CORE 6.0.0 SIDirect ABCIP

[ISS Support Case] Unable to migrate an 2014 R2 application to 2023

Loaded on 2023 Intouch Windows 10 computer. Can create a new application, new window , can communicate with 3 PLC in the field (feel it's stable). We have an application running on 2014 R2 - copied folder on the new computer. - did a find (puts a project in the application list). - It wants to migrate. - select yes (nothing happens).

[ISS Support Case] How to install SQL Server for Wonderware Products.

Seeking direction outlined in these documents. Upcoming upgrade / install.

[ISS Support Case] Needs access to GCS and How to request upgraded licenses.

Upcoming migration / upgrade seeking instruction.

[ISS Support Case] license issue

possible license release request

[ISS Support Case] DB Read Error

I have 4 computers running the same version of the software. I made some changes to the database and screens and transferred them to all the other computers. However the fourth computer has an error which will not all the DB Load and in kind won't let me open Window Maker. I get a TAG database cannot be read error. Window Viewer functions properly and the develop license is fine. Drivers have all been updated.

[ISS Support Case] Cannot open Intouch Application, License Issue.

Application has been crashing a lot, assertion error's. Rebuilt the application. -After this, Cannot acquire runtime license. -Primary license server. say's server is disconnected.

[ISS Support Case] Unable to grab license on a New install

Loaded on Wonderware intouch 2023 on computer did the license activation (offline) i/O servers no certificate Open application could not find license

[ISS Support Case] Cannot located license

[ISS Support Case] Tag count violation

Tag count violation error

[ISS Support Case] TopServer & InTouch 2023 Licensing Questions

Questions : Top Server Q: which type of top server license would need to be ordered to exit demo mode and allow use of OPCUA. InTouch 2023 Q we are looking at upgrading to Windows 11, last time I checked it was compatible... Preference is to use .LOC for business reasons, is that still possible for intouch 2023.

[ISS Support Case] Post Migration Unable to Open Some InTouch Scripts

Migrating from intouch 10 to 2023 i did the conversion but when I open the app (some quick function are missing Before there was nothing under quick functions Under application I can still see them there. So they are listed under application and quick functions.

[ISS Support Case] Migration/resolution questions

Wants to launch maker without asking to change the resolution.

[ISS Support Case] Backing up and transferring an OI Server configuration

The customer wanted to know how to back up and transfer an OI Server configuration. using a aacfg file

[ISS Support Case] Maxium screens

Window viewer error: Maximum amount of screens have been reached.

[ISS Support Case] How to Activate a 2023 License

Trying to set up license for WM.

[ISS Support Case] Wonderware Applicatiom Mananger Does Not Launch

Intouch HMI Manager will not launch. I have attached the error existing system (sort of inherited another WWTP) Application runs fine (viewer) Trying to launch Window Maker or Application Manager throws error. Tested using one user / a default log on.

[ISS Support Case] Renaming ASP wwMachine Name Change

I have another project that requires multiple workstations and I wanted to see if there was a way that you can set up a computer with WW 2023 and then change the machine name. Is there a procedure that you can share with me that would be successful? For your info, this project is working on a virtual platform and I would like to just copy the VMs several times and not have to load each VM separately.

[ISS Support Case] License not being acquired after reboot.

-Network switch that was bad, replaced the switches. -Now the Intouch Node Is not acquiring the license. -Primary license server is testing successfully under the configurator.

[ISS Support Case] Some strings not being read in runtime intermittently

We have certain strings that worked in 2020R2 consistently, but in 2023 P02 they read maybe half the time. if you re load a screen, it'll work. It seems to be the same particular objects, but some things using the same graphics and derived from the same templates do work consistently. -it doesn't matter if we undeploy/redeployy them -the strings in objectviewer are always there -if you do something like have a popup with that object open it always loads on screens -I know all this sounds crazy but I swear it's happening

[ISS Support Case] intouch windowmaker slow/unusable

This is a brand new system. Windowmaker is incredibly sluggish. It takes 10 minutes or more to open, application freezes when clicking anything after opening. We've found that disabling anti-virus resolves the issue. Anti-virus exclusions are in place. Opening windowmaker standalone appears to not have an issue. Opening the managed windowmaker application in archestra IDE does have an issue, which suggests something not right with SQL or archestra IDE possibly.

[ISS Support Case] Can you embed Google chrome browser in an InTouch application?

We have Wonderware Intouch 2014 R2. I would like to know whether we can embed Google Chrome browser inside application. I understand that we can embed Internet Explorer but we have some applications that only run on Google Chrome.

[ISS Support Case] Cannot locate the password.bin file

Security lost on the application and the password needs to be reset and the password. bin file location is needed.

[ISS Support Case] Redundant Server Questions.

Redundancy. -Any documents pertaining to this. -Intouch 2020 R2 Patch 1. -Standalone Application. -Is there anyway to Automatically pull up a HMI (redundant) if the Primary goes down, using access anywhere. So the operator can still see what is happening. -One user per session.

[ISS Support Case] alarm history clears when runtime is restarted

[ISS Support Case] AVEVA 2023 Product Links

Please email the link to the product hub to download the latest version of AVEVA 2023, system platform, patch, and AVEVA 2023 communications drivers. Just need the three links. Thank you.

[ISS Support Case] InTouch 2012 compatibility

Is window 11 compatible with InTouch 2012

[ISS Support Case] 2023 no patch Windowviewer crashes overnight

New installation of 2023, using as a web server. WindowViewer does not stay running overnight. Windowviewer is running and web clients are connected to it but the next morning the application has stopped running. Stopped at 2:18am

[ISS Support Case] Recipe Manger within InTouch

When selecting a recipe the message success displays while the logger displays an error saying could not load the library patch 1

[ISS Support Case] PLC lost connection

Error message: unknown error. ----- CDP 2020r2sp1 v7.2.2 ----- 1 plc is seeing data and the other is not.

[ISS Support Case] Intouch Application Import Symbol Missing Red X

I am trying to convert a Wonderware 2020 R2 application to 2023. My windows and scripts import, but the Industrial Graphic Library and all of my custom symbols do not. In the windows, every symbol is shown as "empty" in a white box with a red X. I'm sure you are busy, but we are on site now so we would appreciate any response. Also, I am sending this with my father's information. Me and my Uncle would like to set up our own accounts if that is something you could help us with. Thank you.

[ISS Support Case] Tag scaling issue

Scaling issue with tags. They are looking at raw value for compactlogix, scaled from 6200 to 32000. The value returned by wonderware is off by 170. He has a scale block in the plc and it scales correctly. 17.3

[ISS Support Case] EndPoint Failed

The customer is experiencing communication issues the their remote server. The Log indicates a EndPoint Failure

[ISS Support Case] Aveva Enterprise license manager installation.

Customer needed help and guidance with installing AVEVA Enterprise license manager version 3.6 from using the Schneider Electric License Manager.

[ISS Support Case] Recovering a "crunched" screen (Managed InTouch )

A customer was attempting to make changes to an InTouch window and managed to "crunch" all the graphics AND save the app in the crunched state. I have seen this before when Windowmaker or Windowviewer is ran in a different resolution than then resolution in which it was created. The customer did not make a copy of the original screen before making the change. They do have a galaxy backup that I could restore, but I was looking for an easier way to restore just the screen. Do you have any ideas?

[ISS Support Case] Compatibility

Is Windows Server 2019 compatible with InTouch 2014R2. How is the upgrade process and what newer versions are compatible.

[ISS Support Case] InTouch 17.3.1

How do I upgrade from InTouch 17.3.0 to 17.3.1? I have downloaded Update 3 Patch 1, but after the installation is complete, my InTouch version is still 17.3.0. Please see the attached screen shot. 10/11/2023: -Waiting on ISO from the client, so that I can test in my environment. -Say's File is unblocked, double clicks on setup but, after the version stay's at 17.3.0 and does not change to 17.3.1.

[ISS Support Case] Intouch License Manager

I have a license manager setup on a PC with my development license as well as my some of my WindowsViewer licenses. I am not sure what has changed, but I am no longer to open WindowsViewer or Maker on the local machine. I am also no longer able to add my license manager PC to remote PCs, even though in Configurator I can add it and the test for connection is successful.

[ISS Support Case] Is InTouch 9.5 Supported on Windows Vista or Windows 7

I am looking for a full list of which Windows OS versions are compatible with InTouch 9.5 SP1. I see that the documentation lists Windows Server 2003 SP1 as a minimum. Has it been tested with Windows Vista or Windows 7?

[ISS Support Case] InTouch OPC Communication With OFS & M580

version 2023 classic intouch trying to make it communicate through gateway -> Schneider OFS (OPC Server) - PLC (M580). all in one box local (has remote access to system). Can brows tags -Tried To connect with WWClient, outcome; Bad Connection.

[ISS Support Case] Cannot open window viewer

After installing InTouch on a client machine the customer cannot open window viewer

[ISS Support Case] IOSetAccessName not working on access name with secondary data source

Not really an issue question; One of our functions called IOSetAccessName. Sets access for Primary but what about back up. Objective to script connection primary and communication server Trying to read this info from EXCEL spread sheet 2014 R2 11.1.13

[ISS Support Case] trouble installing, watchdog failed during

[ISS Support Case] wants a name plate that pulls up to 26 different motors, so he doesnt have to script 26 plates

[ISS Support Case] EULA Blank Issue

[ISS Support Case] NAD Client Unable to Write or Ack Alarms

Using NAD Notifies 3 clients (application works on 2 of them) One of them can not write, or ack alarms CNA SLSPING Cleared NAD folder allowed it to rebuild (same issue)

[ISS Support Case] Db load issue

Showing all 0s.

[ISS Support Case] Clients system crashed Looking for InTouch 10

old customer wonderware 10 / 10.1 maybe. Computer that had that is long since dead. Would like to download the development

[ISS Support Case] No Data received.

PLC: L71 Ethernet and actual controller. No data in Intouch (standalone) Graphics.

[ISS Support Case] Can you view .aaLOG and .aaLDX without the SMC log viewer

Can you view .aaLOG and .aaLDX without the SMC log viewer

[ISS Support Case] Cannot find pentrend.dll

I have an older Wonderware application that I am trying to convert to my current Intouch version. It appears to convert all of the windows but says it cannot find pentrend.dll. That file is in the application folder. Is this something you can help me with?

[ISS Support Case] "Mode=Ask" vs. "Mode=Replace"

Customer is needing to know what to put in Excel sheet instead of "Mode=Ask", that way it does not prompt for every tag modified.

[ISS Support Case] License

License cannot be acquired on the Client

[ISS Support Case] historian trend showing big red box

Just upgraded from 2014 to 2023

[ISS Support Case] No license server available message.

No license server available. He has thinmanager with 7 terminals. This is 2014 r2 sp1. Problem started over the weekend. He has 1 terminal working and cannot get any others to work. They are using the .lic files. Date and time are correct. The license that is not working is used for multiple clients logging in to the server, RDS license. He can only run 1 view engine at a time. Tries to run windowviewer and gets message "the number of allowed tse session count has been exceeded"

[ISS Support Case] Device Reservation with Checkout feature not working as expected

Licensing issue this morning got a call from one of the sites. They reported a License error on the computer. They had lost internet so the client had someone on site enable a hot spot so he could connect remotely. I am currently transferring licensing to 2023 and set up a central license server using device reservation and assigning runtime type licenses. Was assuming once a license was acquired the product would not require internet connectivity but in addition to the internet outage the site also had a power outage and the product will not launch.

[ISS Support Case] 2023 SP Upgrade: won't deploy to one platform

we upgraded our galaxy to 2023 from 2020R2 today. We got everything working except for one of our 2 redundant viewapp platforms deployed. No windows updates or anything between. We've run configurator and Change Network Account many many times to no success. We stood up a new server: also can't deploy that. in IDE our error is "Failed to Deploy (nodename): remote node's user ID/Password don't match GR node's" in SMC, I think the error is: "Execute CallGlobalCacheMonitor Return S-False, Will retry 1". it could be an aaPim thing, DCOM, I dunno. it's a weird one. production is limping along, but not running well.

[ISS Support Case] InTouch communicated failed

Around 30 seconds the communication freezes for around 5 seconds or more and then continues working with not troubleshooting. Log error: ASB failed to start the configuration service due to a communication error.

[ISS Support Case] Exported changes are missing on a new system where they were imported

Exporting from an old version some things like tag updates and buttons are missing. Importing into 2023

[ISS Support Case] License Release Request

Offline activation 3 of the production computers will not pickup their license. -Need to check on the status of each and get back with the customer. -In the meantime, I have sent the customer a Demo License to get him running again.

[ISS Support Case] Modbus Booleans Intermittently Display Inaccuratly

8/28/2023 -Modicon PLC. -Communication Driver is 2023. -OI-MBTCP. -Customer state's "having configuration issues, does not show PLC information from the field" -Reading Boolean, some true and some are false. -When reading from Object Viewer and Intouch reading wrong. -Used to have DAS-MBTCP (old) -Modbus PLC (old) -"Swapped bits at the driver".

[ISS Support Case] Can you use an offline map in intouch?

2020 r2 sp1 - is there a way./ GPS lat/long coordinates, wants to map the data in to an intouch application

[ISS Support Case] App Engine wont deploy,doesnt open in object viewer

[ISS Support Case] InTouch 2023 OS Compatibility

Request for OS compatibility documentation

[ISS Support Case] Technote questions

[ISS Support Case] Backup License Sever cannot "connect" Primary License Server.

9/6/2023: -Intouch: 2017 Update 2 -License Manager Version: 3.7.2 -Primary Server Has all the correct licenses. -Backup License Server, on another PC, will not, cannot connect to Primary Server, backup server is not listed as a good connection. License Server cannot be added to license manager.

[ISS Support Case] How to Create Test Application InTouch 9.5.1

Direct Email: Version of the InTouch View application 9.5.100 Version of the communication driver (likely a DA, IO, or OI Server) Kepware v4.300.449.0 - U ArchestrA.DASABTCP.1 OI.ABCIP.2 OS version number Microsoft Windows Server 2003 Standard Edition Service Pack 2 When creating a blank test application, is this done on the current installation of InTouch View? Not clear on what that means.

[ISS Support Case] InTouch Runtime Service failing

We have been having issues with our system for a couple of weeks. We have alarms not being sent out and then when we receive alarms, we cannot acknowledge them. I have worked with WIN-911 for days and they believe this to be an issue with InSource Wonderware. We cannon acknowledge an alarm either on phone in WIN-911 or in Wonderware. FYI, we performed the tested Windows Updates on 08/29 which is approximately when these issues began happening.

[ISS Support Case] Intouch Application Crashing When Printer Not Selected

We have an issue with InTouch 2014 R2 more of a like error handling if we click print or configured with a computer. This is literally the issue. Version 11.1.113 When the print option if there is no printer - doesnt print - whole software crashes. Has access to Window Maker. Standalone Windows 10 Server 2012

[ISS Support Case] InTouch Dynamic Curser

Hard curser values dynamic curser position pixial

[ISS Support Case] Lost connection to PLC

-Lost connection to PLC. -Power outage, now no PLC data. -Managed Application. -Allen-Bradley. -CDP: 2021 -ABCIP.

[ISS Support Case] ScanGroup Item Ping.

9/14/2023: -Ping Item from DIO? -Scangroup Tag Redundant IO object. -ScanGroup tag, Ping Item, Populate with OPC tag, look into PLC.

[ISS Support Case] Blank License Issue

Direct email: Trying to install the product agreement is blank

[ISS Support Case] OI Driver Configurations are Missing SMC

upgrade a SCADA PC that had AVEVA v2020 to v2020 R2 SP1 and the System Management Console did not populate correctly. See pictures below. This is why I requested the most current communications drivers pack that you sent me the link to. Any ideas on why Im missing the configuration option or how to recover that? The GESTRP and MBTCP driver configurations are in the correct location on the SCADA PC, ?C:\ProgramData\Wonderware\OI-Server\$Operations Integration Supervisory Servers$

[ISS Support Case] After Power outage, Intouch HMI will not stay open

9/15/2023: -Managed Application. -Intouch will open, then closes afterwards.

[ISS Support Case] IDE will not open.

9/18/2023: -Trying to Open IDE, does not pop up, mouse turns to "Circle" loading and nothing else happens. -

[ISS Support Case] InTouch Connectivity

2 apps the were running that were changed to be on a new server. one is running fine but one does recognize the OI server. went from using 2 view app engines to using 1 Can't access topic. Iissue is with all access names.

[ISS Support Case] SQL installation not correct

SQL DLL issue Originally had SPE edition.

[ISS Support Case] Does Aveva support for Intouch 2014 R2 SP1 installed on Windows 11?

[ISS Support Case] Log out button, Close Application.

9/26/2023: -Customer is wanting to know how to create a Script function to Close the Application, upon pressing the log-out button on screen. (This should be in the InTouch Training manual)

[ISS Support Case] Low on Memory

When launching InTouch the error message of low memory displayed

[ISS Support Case] Industrial graphic visibility not showing unless same tag is being read elsewhere

I have an issue with InTouch 2020R2 SP1 and specifically related to Industrial Graphics. One of our faceplates should show a value under 2 conditions however, whatever I try, the value always remains hidden, except when I call the faceplate in a web browser when the project is running as a web client. I have included 3 pictures below. Picture 1 showing no value in blue, just over the word bar, picture 2 showing the visibility animation with the condition and picture 3 the same faceplate but accessed through a web browser. I have tried various variations on the expression but nothing is working.

[ISS Support Case] Log check

Client concerned about a message in logs with Chinese characters

[ISS Support Case] windowmaker crashes opens window one on top of the other

[ISS Support Case] .LOC License Activation

Client reached out looking for guidance on activating .loc license file.

[ISS Support Case] .LOC Stopped working Suddenly

Installed Demo License on computer to prep for an upgrade. Must stay running, installed license and it ran for a few hours. Worked most of the day suddenly Everything stopped working.

[ISS Support Case] Getting a warning upon opening WindowViewer

Cannot access topic "tagname" for Access Name "XXXXX"

[ISS Support Case] HMI Communication Loss

Client reached out due to two of several HMI nodes loosing communication intermittently. When reviewing the logs I observed several instances of Suitelink suspend and resume messages. This indicates an overload condition generally. SuiteLink handles the possible over-flooding of its write buffer in the above condition by posting a message to itself every one hundred milli-second by default. This message estimates the depth of the message queue. If the message queue is too deep then SuiteLink generates SUSPEND events message on all connected clients and servers. When the message queue falls to a minimum depth, SuiteLink sends a Resume event message to its clients and servers. If a PC or network gets busy for any reason and can not handle the suitelink traffic, a suspend event will occur and suitelink is supposed to stop sending data until it receives a resume event.

[ISS Support Case] block pop up that ask to convert resolution

[ISS Support Case] hardware requirements for Intouch 2023R2

They need the readme for intouch 2023R2 to find the hardware requirements

[ISS Support Case] Quick Function Validation Error

Client reached out as when user was attempting to validate QuickFunction user was receiving the following error: "Invalid reference or unknown OCX Method"

[ISS Support Case] Licenses Are All Activated Message

license issue comes up quantity 4. installed on 3 so far trying to activate the 4th getting already activated error. 17.3.100 Great Lakes Dredge & Dock Co.

[ISS Support Case] Access Anywhere

How to select your application once installing and configuring Access Anywhere?

[ISS Support Case] Migration question

they are trying to change out computers and have prepared a replacement pc. They want to change it's IP and Name to match the old PC to replace it on their network

[ISS Support Case] Intouch HMI, The Location of Windows Shifting from Negative Location to 0,0 in WIndowMaker

See SR 960388721

[ISS Support Case] How to log InTouch tag event data to the Historian?

Client is hoping to move away from having to purge the Alarm database by having alarms stored in History blocks.

[ISS Support Case] Assistance Locating System Management Console

Direct email: I need to change the ip address for the PLC Im connected to in wonder ware. I am on the customer site and only have runtime installed. I can find the system management console to open it. Can you help me?

[ISS Support Case] Suitelink not connecting

[ISS Support Case] How to uninstall WSP Requesting Batch Files for 2023 & 2023 R2 Products

Ref case: 88557...Client is going to ship a system with a DEMO license and will uninstall / reinstall AVEVA products remotely. Requested 2023 uninstall .bat files

[ISS Support Case] Needs to be able to open a project.

What version was the project designed in.

[ISS Support Case] Alarms not logging to database

[ISS Support Case] Web widget graphic not displaying

Web widget graphic not displaying shows a box with a red X in it's place

[ISS Support Case] IOGetAccessName Primary Shows Back up Disconnected Back Up Shows Connected

InTouch 2014 R2 SP1 P02 have an IO server and a back up (development) show communication status . The back up IO Server shows good status Primary shows disconnection. is being used for both to a common PLC 11.1.1300. Using NAD

[ISS Support Case] Unable to Acquire A License Post Reboot

intouch 2020 (running fine) Computer restarted, Now getting license not found. No recent updates applied

[ISS Support Case] Validating License Usage Details & Setting A Device Reservation

My Wonderware Deployment periodically goes blank screen in the field, only showing the windows task bar. Could this possibly be a problem with the runtime license? It had once told me that it could not find the license and asked me if I wanted to run n 120 min demo mode. I declined and told it to relook for the license. It never complained again, but the customer is logging complaints about the periodic blank screen.

[ISS Support Case] wants to rotate a specific degree less than 90

wants to be able to move 10 or so degrees

[ISS Support Case] intouch not loading after power outage

ViewInitialize error

[ISS Support Case] WindowMaker Crash on Startup

Client reached out as when launching WindowMaker the prompt for resolution conversion would appear and when user clicked no the application would crash.

[ISS Support Case] Determining Active Communications Server Status

Would like to determine that Computer is running & product is Licensed. or somehow tell that system is ready to fail over.

[ISS Support Case] Intouch security issues with view app

The issue we had was that we had to make an operator account an administrator on a machine to fix a NAD unable to download the new application error. However, we dont want operator accounts to have administrative privileges, so we are wondering if there is another work around to this issue in the future.

[ISS Support Case] Intouch resolution issues on import

The resolution was incorrect after importing the project

[ISS Support Case] Intouch graphic errors after installing edge

They installed Edge on top of their existing intouch installation, including industrial graphics. Afterwards their existing Intouch application is giving them a lot of errors. app server 2020R2 SP2 P01

[ISS Support Case] Alarm display and data sources delay on failover using IOGetAccessaName 2023

Looks like there is a timing issue with SMS wrote ActiveX when an alarm control starts up an alarm query is selected. Using IOSetAccessName to determine which TS is available. I dont believe the IOSetAccessName does not resolve in time. Put a While Showing script in a Window to try and combat that and it's having issue also

[ISS Support Case] Windowmaker Crash

Client reached out due to WindowMaker crashing when editing certain items within the canvas. When observing logs there were multiple errors pointing to corruption/blocked installation. "aaServiceHost.ParseArguments unable to find required DLL name after '@' character in service description 'Default_Application_name_GRBrowse@@@'" "Watched service Default_Application_name_GRBrowse (C:\Program Files (x86)\Common Files\ArchestrA\Services\aaServiceHost32.exe) with service interval (30000) is not responding, will restart"

[ISS Support Case] Corrupt Application

Customer believes the application is possible corrupt due to inconsistant communication

[ISS Support Case] license not acquired

[ISS Support Case] Access Denied when opening windowviewer

They are able to open it through the IDE, but when they try to open it directly they get and access denied error new installation

[ISS Support Case] Hardware Requirements RDS-Terminal Server

Windows 2022 server with 2023 R2 Application Server with 35 Intouch thin clients 25-50K I/O. What are the recommended RAM and storage requirements? The Aveva webdocs listed show a min 8GB but that seems to make no sense unless that is per thin client session. Also, are AMD EPYC processors 100% compatible with System Platform 2023R2.

[ISS Support Case] Intouch not getting data from topserver

Possibly related; They recently had some licensing issues. They had a 2023 license for 2023 R2 and used a demo license over the weekend. The demo stopped working after a couple of days, but they got it working again after activating their 2023 R2 license. After that, they started having this communication issue. Topserver is getting data but it's not making it to Intouch. Several errors and warnings in the log viewer: Failed to open core services host Background Service failed Failed to open proxy config service host Background host has thrown an unhandled exception

[ISS Support Case] Looking for DAS ABCIP Guidance

Got an old InTouch system trying to resurrect do I need a separate install for IDAS? Recieved separate installation package from a colleague. It Installs but does not appear to be working. Windows 10 LTE DAS to ABCIP Allen Bradley L32 Compact Logix.

[ISS Support Case] How to Validate Suitelink With wwClient

ref 88713 Looking for DAS ABCIP Guidance. Would like information on validating item reference using wwClient

[ISS Support Case] Seeking 2014 R2 Download

We have an account, 45824, and we have a problem if our obtaining a version of 2014 R2 of in touch, not system platform, but InTouch. 2014 R2. We have a matrix that shows that that version was released in December, but it is not present in the list of downloadable in touch from your website support. So we have to have this in order to work on the job. We have somebody coming out to this job on site, so please call me back at 407-927-3653, and let me know if you can send us an ISO or show us where we can go to download it. We do see, to be clear, we do see 2014 version, and we see 2014 r2 patch one, but there is no 2014 r2 so please call me back. Let me know. 407-927-3653, thank you. Thank.

[ISS Support Case] Needs SysInfo Script Function Library

Looking for something Upgrading a client from 2014 or earlier (uncertain) to 2023 and hoping the SysInfo script library still exists and is still supported. Needs to obtain the Windows logged in user name.

[ISS Support Case] aahTrendControl showing a red-x in the HMI window

A customer has upgraded their system platform from 2012 (integrator was uncertain regarding previous version) to now 2023 R2 SP1. The system is mostly working but his HMI view apps are unable to display the trend controls that they were able to use prior to the upgrade. They see the red X in the screenshot below when they try to load up the control/symbol in the IDE/window maker __GalaxyInfo_CdiVersion=3275.0113.0110.0008 SQL version : 10.0.4067.0 (2008 SP2 update MS12-070)

[ISS Support Case] lost connection to PLC

PLC L33er- compact logix is able to ping the PLC

[ISS Support Case] Some tags missing data

wwclient can't see the data

[ISS Support Case] users can make pw change on one device and it update through the galaxy?

[ISS Support Case] InTouch can not acquire a license

[ISS Support Case] WindowViewer Initialization Failure

Client reached out as when user is attempting to launch WindowViewer they are receiving a prompt to convert the application version which has already been converted, but when selecting either option WindowViewer fails to launch. This is a managed application. Prompt states the following: "Application developed with older InTouch. Run WindowMaker to Convert?"

[ISS Support Case] Top server connection issues

trying to connect to top server

[ISS Support Case] OPCUA

How to creat a OPCUA alert to say whether the system is online of offline

[ISS Support Case] questions about intouch

about RDS and license count regarding RDS

[ISS Support Case] Seeking NAD & Password Bin Validations

What is the role of the password.bin file? Can changes made on a thin client update persist or update the application?

[ISS Support Case] InTouch 10 update needed

Wants to update v10.0

[ISS Support Case] InTouch resolution change problem

2023 R2 SP1 How can I change an InTouch application resolution from 1024x768 to 1280x1024?

[ISS Support Case] migration stuck while going from 2017 - 2023