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

[ISS Support Case] InTouch Web Client Only Showing SQL Grid

Customer is setting up an InTouch Web application and is only seeing the SQL Grid graphic available in the browser.

[ISS Support Case] Intouch web app unresponsive after query times out

script running every one minute that executes a query that retrieves data from a sql db once every few days the query times out sees an error that they lost connection to the license server

[ISS Support Case] How to Access Web Client Application

Customer converted a window so that it could be viewed in InTouch Web Client. Wanted to know how to bring that Web Client application on up a machine. When launching a web browser locally, it comes up with a URL of localhost\InTouch

[ISS Support Case] Issues with .NET Alarm Client in System Platform.

Client is upgrading a tag based managed InTouch ViewApp SP2017 U3 to SP2023 R2 SP1. The remote sessions alarm client alarm states are synced with the console. Alarm animations (specifically blinking via InTouch animation) are not behaving correctly like it did in the 2017 ViewApp.

[ISS Support Case] red box asking to install launch historian.exe

resolved to install HISTDATA.exe error, but still getting low system error 960578231 960578696

[ISS Support Case] Current .LOC expired Needs Demo .LOC

We have a client worked no last year have 2020 R2 unable to purchase license only 2023. New license would not open WM. Was provided a .LOC assured it would work from now on. Needs a demo

[ISS Support Case] License Server Disconnection Behavior - Backup Licensing Strategy

We are running AVEVA System Platform 2020. Many of our InTouch workstations run 24x7 operations and rarely reboot. If we had a network issue and one or more of our workstations were to lose access to our AVEVA license server, would the workstation application(s) continue to run? If so, for how long would it continue to run without access to the license server? Would the application stop working immediately? We do need to stand up a backup license server. However, we are also considering the possible need to have every InTouch workstation be a license manager so that we would not have to deal with possible disconnections from the network in order to prevent shutting down our production operation.

[ISS Support Case] Watchdog Service Failed To Start 2023 Install

2023 on windows 11 pro install error message watchdog service failed to start. Logged on as Administrator

[ISS Support Case] Existing Trends Point to Previous Historian - Edit aaTrend

Standalone InTouch Looks like have data in Circular files. Opens a Trend Client can connect to data base. The application is like linking the trend files - no matter if I change it or save it it goes back to the old server.

[ISS Support Case] Communication/License issues after upgrading PLC

Client upgraded Contrologix 60 Series PLC to Contrologix 70 series PLC . Also upgraded the ABCIP driver from 4.0 to 5.0 Client is using Wonderware InTouch. They are not seeing activity in the PLC from InTouch. Also they are getting a red triangle on the server in the SMC. InTouch 10.0.200 running on Windows XP.

[ISS Support Case] Post Migration Not Seeing WWALMDB

Recently moved historian to another system. Can see data in old HB, not seeing WWALMDB in SQL. Alarms aren't working.

[ISS Support Case] Configuring IDAS for Store Forward

While troubleshooting a separate issue it was identified that S&F was not configured. Would like to enable S&F.

[ISS Support Case] How to update tags with out duplicates

How to update tags with out duplicates

[ISS Support Case] License not being consumed by development machine

Development license is being consumed by another machine.

[ISS Support Case] Unable to launch Intouch after Windows Updates

Intouch 2017u2 Error when launching WV - Failed to open application Update installed was an Insider Preview for Windows 11 Update does not have a KB, not listed in Security Central Also found that Windows 11 not supported for program version - client advised OS updated on its own

[ISS Support Case] InTouch Widget Crashing

Client is experiencing an issue with adding the web widget to an industrial graphic. After adding the widget and clicking "save and close" on the industrial graphic, InTouch crashes and the client receives the following error: "Unhandled exception has occurred in a component in your application. If you click Continue, the application will ignore this error and attempt to continue. Could not load file or assembly 'CefSharp. Version=107.1.120.0 Culture=neutral. PublicKey Token=40c4b6fc221f4138. or one of its dependencies. The system cannot find the file specified." *This error is experienced when adding any widget, not only the web widget.

[ISS Support Case] OPCUA IO Validation Assistance

Project - recreating PLC and getting set up on new system. InTouch 2014 -> 2023 R2 Sp1 On Intouch trying to validate some buttons (35) half work half dont Going through OPC UA server

[ISS Support Case] How to Export an Intouch Application

Ref 975356 Project - recreating PLC and getting set up on new system. InTouch 2014 -> 2023 R2 Sp1 On Intouch trying to validate some buttons (35) half work half dont Going through OPC UA server

[ISS Support Case] only showing on one monitor

[ISS Support Case] Historical log files (.LGH) are not being created

[ISS Support Case] Window Maker Canvas Is Smaller Width Than View App Resolution - UseClassicBorderRendering=1

Chat Request: WindowMaker canvas is smaller width than the ViewApp resolution setting and window width. It cuts off the right portion of all windows at runtime

[ISS Support Case] Common Services Portal - Errors in Common Services Portal Scan

[ISS Support Case] 2020 Does Not Install Stuck At Splash Screen

2020 R2 installation downloaded system platform 2020 R2 - offline system - copied to USB

[ISS Support Case] Help finding license serial number

They needed to find the license serial numbers needed to submit an upgrade request

[ISS Support Case] Error - One or more runtime components required for system platform could not be found...

Trying to install the product, . Standalone Intouch. Gets error: ----------------------------------------------------------------------------------------- One or more runtime components required for system platform could not be found on you computer. Download and install the latest x64 versions of following and re-run System Platform installation: - ASP Runtime 6 - ASP.NET Core 6.0 Runtime (Windows Hosting Bundle) -.NET Desktop Runtime 6 Download link: https://dotnet.microsoft.com/en-us/download/dotnet/6.0 ------------------------------------------------------------------------------------------- Manually downloaded and upgraded .NET to 9. No change

[ISS Support Case] InTouch alarms not working after restart

Client is experiencing an issue with alarms not displaying after a restart. In addition, I/O data is displayed correctly in WindowViewer when launching WindowViewer from the runtime tab in InTouch but not when launching WindowViewer directly or from Application Manager . Alarm data is not displaying correctly at all. Everything was working fine before the restart. Client is also seeing errors related to alarms when opening the alarm window in WindowMaker. Reboot resolves but can also access WM before accessing WV and the SCADA IO is recovered. Alarms do not restore until a reboot vs restart.

[ISS Support Case] SQL Version Error

Client was getting errors when attempting to install InTouch 2023 R2: "Install Cannot Continue. If you have an unsupported version of SQL Server already installed on this computer. please upgrade to a supported version..." When attempting to uninstall SQL Server 2022 from control panel we get the following error: Warning 26003: Microsoft SQL Server Setup Support Files cannot be uninstalled because the following products are installed: SQL Server 2022 XEvent SQL Server 2022 Common Files SQL Server 2022 Database Engine Shared Microsoft SQL Server 2022 RsFx Driver

[ISS Support Case] Pop-up window displaying incorrectly

Issue Summary Behavior: Pop-up windows appear normally in WindowMaker (development mode) but are cut off during runtime in WindowViewer. Root Cause: The behavior is associated with changes introduced to InTouch HMI 2023 R2, specifically Defect ID IMS-1437426. This fix improves resolution scaling handling, but may cause layout issues for older applications that used static window sizes. Validation: This is a known and documented behavior by AVEVA, noted in the InTouch HMI 2023 P03 Readme and Tech Note #000032702

[ISS Support Case] .LOC is not Activating Product - Failed to communicate with AVEVA Enterprise License Product Service

Unable to activate InTouch license. Normally take license file and place it in local license pool Starts up works normally. Dealt with 2020 mostly. with 2023 R2 License could not be a colleagues have shared on a similar scenario they had to reformat the system to recover. Windows machine (ELO)

[ISS Support Case] run intouch as a desktop instead of a service

accidentally set to run as a service and is having trouble resetting it

[ISS Support Case] InTouch - Window Maker Won't Open

[ISS Support Case] InTouch - Can't Import Window

[ISS Support Case] System Platform - OS Compatibility

[ISS Support Case] Home window does not display

Issue Summary: Customer reported that WindowViewer launches, but the configured Home screen does not display when the "Hide title bar" setting is unchecked. When "Hide title bar" is re-enabled, the Home window displays as expected. The system is running AVEVA InTouch HMI 2023 R2. Observed Behavior When Hide title bar = checked: Application loads correctly in runtime. Home window displays full screen as expected. When Hide title bar = unchecked: WindowViewer launches with expected GUI controls (title bar, minimize/maximize). However, Home window does not appear leaving a blank or minimized Viewer.

[ISS Support Case] Japanese characters entered into text input graphic issues

2017 u3 sp1 p01

[ISS Support Case] Unable to open Intouch app after upgrade/conversion

2020 to 2023r2sp1. Only 1 application impacted. Error around wm.exe close due to ntdll.dll in Event Viewer.

[ISS Support Case] InTouch Web Widget Continuously Refreshing Page

Client reached out as user has embedded the Web widget into the HMI linked to an action button. When the web browser widget is launched within the HMI the initial page comes up without issues. After the user has completed the login process the page will continually refresh every second. Tested switching the link to Google.com on the problem node which loaded without issue. This is on a specific runtime node. The other nodes seem to load the widget post login without issue. This specific node also has a script attached to the button but even after commenting out the part of the script that may be responsible the issue remained unchanged. Does the Web widget utilize whichever browser is the default browser on the system?

[ISS Support Case] Scaling InTouch Windows

Client reached out as when user is importing windows from one InTouch application to another the windows resolutions are not being converted to match the resolution of the applications original windows.

[ISS Support Case] Action Script Error

Client reached out as after upgrading InTouch application from 10.1 to 2023 R2 an action script within the HMI is now producing the follow error when invoked: "ADODB.Parmeter:Arguments are of the wrong type, are out of acceptable range, or in conflict with one another." The term "ADOdb" refers to a popular database abstraction layer for PHP. It enables developers to use the same code to interact with various database systems, such as MySQL, PostgreSQL, Oracle, and SQL Server, without needing to rewrite database-specific code for each one.

[ISS Support Case] InTouch - Alarm and Trend

InTouch application they switched from one computer to another. Everything well except alarm history not working properly and historical trend.

[ISS Support Case] Performance issues

deployed view apps 2023R2 SP1 P02 navigating between screens takes 4-5 seconds as far as they know it's always been this slow they only have action scripts, no "while running" scripts all HMIs are physical machines and the issue is present on all of them CPU/Memory/Disk usages seems normal

[ISS Support Case] Hard key license activation

Client seeking guidance on activating a development studio hardkey license.

[ISS Support Case] Intouch application doesn't open

Standalone InTouch They can open it on another user It used to work for this user

[ISS Support Case] InTouch application could not acquire a ReadWrite license for Remote Desktop Services

Have a server here called RDS server It hosts the intouch HMI WV application to see our graphics. Have a primary and a secondary Saying it could not acquire a ReadWrite license AVEVA InTouch 2023 R2 AVEVA Enterprise 4.0.1 Workgroup

[ISS Support Case] Intouch not acquiring license - tamper detected

Intouch 2017u3sp1 not acquiring a license from Schneider License Manager 3.1. License Manager version installed on client node is 3.5, which should not be an issue. Only affecting a single client, no errors in SMC logs, no change with a demo license or device reservation. Nothing in backendmodule1 folder, 'everyone' has full permissions.

[ISS Support Case] Windows 11 Support

Customer is going to be upgrading to Windows 11 for their OS and is looking to find what versions of InTouch support Windows 11.

[ISS Support Case] Unable to launch intouch

read error: header messed up

[ISS Support Case] SP 2014 R2 Compatibility with Windows 11

Is InTouch 2014 R2 supported with Windows 11?

[ISS Support Case] After Migration, Application Is Now a Modern Application

Customer is moving from one machine with 2014 R2 to another machine with 2014 R2 SP1. The application directory was backed up on the old machine (listed as Standalone app). When brought over to the new machine and opened in WindowMaker, a dialog appeared asking if the application should be migrated. Clicking yes on that and going through the upgrade seems to have caused the application to change from Standalone to Modern.

[ISS Support Case] DASMBTCP Is Not Running Error on Startup

When launching WindowViewer, an error appears saying that the DASMBTCP server is not running. When the customer clicks YES on this, an error appears saying that it cannot start.

[ISS Support Case] Invalid Reference or Unknown OCX Method

After moving an application from one node to another, WindowViewer is throwing an error "Invalid reference or unknown OCX method"

[ISS Support Case] Failure to View Historical Alarm Files

Client reached out as client is utilizing the Alarm printer utility to log alarms to a file and when attempting to view those CSV files in runtime he is receiving the following error: "There are only 10 elements allowed, you have 11 Please fix this .... now exiting" When viewing the elements within the alarm printer utility it appears the system only allows for the definition of 10 elements.

[ISS Support Case] Information Request - Installing Wonderware and migrating InTouch Application

Client called in with questions related to installing Wonderware and migrating a project from another machine. Client is working with 2014 R2 SP1 P02.

[ISS Support Case] Product authorization failed message when opening WindowViewer

Client is receiving an error message when opening Window Viewer: "Product Authorization Failed, Could not find a valid connect subscription"

[ISS Support Case] Unable to Import an Application .aapkg Sticks at Loading Scripts

Intouch 2020 R2 Importing a program from another system Validated as working, systems are identical 20.1.101 Gets stuck on loading scripts.... described export import as .aapkg template and import of .aapkg process. 2020 R2 SP1 P01

[ISS Support Case] InTouch - Error

Today he's setting up the main server with the Historian. He has a backup of the database. He has a standalone app too. He imported the application and launched WindowMaker to convert it and it told him it requires 1920x1080 and says he has 1280x720 and he said no to convert. But when he says no it says the InTouch application is being edited in another session, cannot edit.

[ISS Support Case] RDS Licensing questions

They are trying to use Remote desktop to be able to log in on multiple users on the same remote desktop using separate licenses. Some read only some read/write

[ISS Support Case] InTouch - Data Change Script s

Working in InTouch Development. He's trying to create a data change script for a tag and the system seems to think he already has one. This is an imported project. It won't let him save it thinks it's already there.

[ISS Support Case] Cannot Import Modern Application Into IDE

When trying to import a Modern Application into the IDE, an nothing actually appeared on screen. Created a new Application Template, opened that, selected the "Import existing InTouch App" and then nothing happened. In the Log Viewer, a warning appeared "Repository ##### doesn't exist in the local system".

[ISS Support Case] InTouch - Export

Very old WW application. He has been given a copy of the application and he doesn't have a machine to put the application on. He wants to send the application to me and have me do work on it and pull data out for them.

[ISS Support Case] Unable to Embed .NET Control into WindowMaker

Trying to import a custom .NET Control into the application. After importing the necessary DLL files, the control can be embedded into the Symbol Editor. But when trying to embed that symbol into WindowMaker, it shows a Red X. There was another issue as well: When trying to import the control and its dependencies, everything appeared to work and import. But in order to get it to the point where the control could be embedded into the Symbol editor, every dependency had to be imported manually instead of coming in with the initial import.

[ISS Support Case] InTouch - Autocomplete

How to turn off autocomplete in 2020 R2 SP1. It is not possible to disable it before 2023.

[ISS Support Case] Password length

Customer is wondering if having a 15+ character password for accounts will cause issues.

[ISS Support Case] InTouch - Migration of WinCC Project

Customer was given a WinCC HMI app, and wondering how to recreate it with a InTouch HMI app. Looking for an TNs.

[ISS Support Case] InTouch 2023 Repetitive Log Error WNALEndPaint

Errors were repeatedly coming in on one machine involved in the setup. WNALEndPaint AlarmMgr not running WNALBeginPaint AlarmMgr not running WNALGetStatistics AlarmMgr not running

[ISS Support Case] Window selection pops up when running WindowViewer

When client launches WindowViewer, he receives a prompt asking which windows he would like to open. Client would like a banner to pop up with buttons for the corresponding window.

[ISS Support Case] License issue

Customer is wanting to use .lic license with 2017 software.

[ISS Support Case] Convert Standalone to Modern Application

Customer has a 2017 U3 SP1 Standalone application that they want to convert to a Modern application. We know that you can create a brand new Modern Application and import windows, tags, scripts, etc... from the Standalone app into it to make it a Modern app, but the customer is wondering if there is another way. When you upgrade an application, it asks if you want to make it a Modern App (in different terms) during the process. Is there a way to manually trigger that when an upgrade isn't being done?

[ISS Support Case] wwClient How To Access System Items $sys$updatetaginfo

ref case 98874. Seeking alternate method to accomplish this update in the event the manual download is not an option.

[ISS Support Case] Scaling questions for Intouch tag

InTouch 2014 R2 They were looking for advice on Max EU and Max Raw for a tag measuring amps Set Max Raw to 65535 and max EU to 250 for now which did not work

[ISS Support Case] WindowViewer Asking to Start All OI Servers on Startup

When WindowViewer is launched, popups appear asking to start up each OI Server being used here. All the OI Servers are running correctly and when these errors are bypassed, communication is working. When we try to click "Yes" to start any particular OI Server from the error, another error appears saying it failed to start.

[ISS Support Case] Scripting help

Needed some basic help with writing a QuickScript InTouch 2014 R2

[ISS Support Case] View app won't launch using thinmanager

New system running Thinmanager 2023

[ISS Support Case] WindowViewer Throwing Exception Error When Trying to Open

Customer has a standalone application running on a Remote Desktop Server. The application is open on two sessions and works fine there. A third session is trying to launch but will fail each time. Exception caught in View Initialize. Checked Windows Event Viewer and found an error saying the faulting module was CBTreeNT.dll. This is related to InTouch Historical Logging.

[ISS Support Case] System Platform - Download

He tried making a new account on the support website on he could not get it to work. It was not working. He says he tried thirteen times and could not get it to create. He'd create the whole account, they'd send him a text for confirmation, he'd put the confirmation number in and then it would always denied it. He said to just download it for him and send him a link.

[ISS Support Case] alarms not showing in alarm window

New project, they haven't got the alarms to work before

[ISS Support Case] Time Synchronization on Standalone InTouch Nodes

Customer has a few standalone InTouch nodes that are not part of a domain. They want to be able to sync the time on each node so they are all the same but are not 100% sure how to do that without a domain. The Net Time command doesn't seem to be working for them.

[ISS Support Case] Help activating consignment license

Consignment license had an expired activation ID

[ISS Support Case] Client needs assistance downloading software

Client was having account issues when logging into the AVEVA site and assistance downloading software.

[ISS Support Case] Alarm client unable to connect to historian

wwuser cannot connect to the database, but they can on a separate account.

[ISS Support Case] Unable to delete activex scripts

Gets an error that it is being used elsewhere. Intouch 2014r2 Just wiped it out and started something new. Take the project archive Some more things to follow up on this project.

[ISS Support Case] license release

end user had a machine crash, after setting up the new machine they cannot activate the license since it's still active on the old one

[ISS Support Case] Historical Query Type Questions for AlarmViewerCtrl

Customer has the AlarmViewerCtrl activeX on screen. Wondering if it is possible to clear out the alarms so they don't grow too large and use up unnecessary resources on the computer.

[ISS Support Case] Lost Galaxy

When attempting to connect to a galaxy, the galaxy list is blank. Logger entries include StartMSSQLServer::StartService() - Access denied., ArchestraUser does not have required permissions

[ISS Support Case] Published Application Changes

Customer has a Published InTouch app (2014) that needs changes. Customer is new to the software and does not know how to edit the application.

[ISS Support Case] 16 pen trend

Using the 16-pen Trend in InTouch with InTouch Historical Logging enabled. In the trend configuration, there are Start Time and End Time fields. Do these control if data is being logged or not? For example: If we set the end time to 8/27/2025 1:00:00 PM, does that mean that data after that point will not be recorded? Then is it possible to change these fields at runtime?

[ISS Support Case] SQL error during install

Client is experiencing SQL version errors when installing InTouch 2020 R2 on Windows Server 2022.

[ISS Support Case] WindowViewer Will Not Launch After Splash Screen Appears

Starting today, customer tries to launch WindowViewer. The splash screen appears and then goes away without anything else happening.

[ISS Support Case] InTouch - Memory, Alarms, Trends

Your system may be running low on memory. Right-click run as administrator fixes it. Now he's saying he has no alarms, active alarms and historical alarms are both blank.

[ISS Support Case] Current License Status

Customer is running an older version of InTouch. Looking to find out what they are licensed for as they intend to upgrade to Windows 11 and need to know how far they need to upgrade.

[ISS Support Case] How to back up an application

A customer reached out with a question on how to back up their InTouch application. We began troubleshooting by determining whether they were working with an InTouch 2017 Update 3 standalone application or a managed application within the IDE. During the investigation, it was determined that the system was not a managed application. This conclusion was based on the fact that when attempting to launch through the IDE, the system failed to acquire a license. We then verified in the Application Manager that the application in use was a standalone InTouch application, as the plant name was displayed there. The system in question is air-gapped, so support was provided entirely over the phone. The customer required this information to provide to one of their sales representatives, who needed to evaluate licensing requirements for an upgrade and migration to System Platform 2023 R2.

[ISS Support Case] Cannot access topic 'ViewStream1' for AccessName "histdataviewstr"

they have a configured historical trend that was working fine but they lost data and now the trend just says updating The old version of the project is working

[ISS Support Case] Failure to Import aaHistClientTrendcontrol.dll

Client reached out as when attempting to import the aaHistClientTrendControl.dll it would complete normally and show 0 of 1 clients controls imported. When embedding the industrial graphic within another graphic it shows as a red x stating client control not found.

[ISS Support Case] How to enable Store Forward on window maker / wonderware version 10.1

Customer requested guidance on how to enable Store-and-Forward functionality in Wonderware InTouch version 10.1 using WindowMaker, to ensure data continuity during network interruptions and communication loss with the Historian server. Store-and-Forward allows data from InTouch applications to be buffered locally and sent to the Historian once the connection is restored, preventing data loss.

[ISS Support Case] AVEVA Website - Downloads

Last week somebody got some tech support on adding some things for some screens. That customer now wants to swap out an existing PC. He needs to know where to get the download for the software.

[ISS Support Case] Trends Stop Showing Data

After performing a migration from InTouch 2023 R2 to 2023 R2 SP1, InTouch trends seemed to work fine for about 10 minutes and then they all went black and no data was coming in.

[ISS Support Case] Resolution conversion issues with intouch

trying convert from 1024x768 1920x1080 they can convert the base application, but the windows will not convert along with it even though they are set to dynamic resolution

[ISS Support Case] Window Viewer crashes when attempting to open HistTrend screen

Opening a specific screen with the HistTrend with Scooters control causes a crash of WindowViewer. Other screens with the same control work fine. This one problem screen only started after an upgrade from 2014 R2 SP1 to 2020 R2 SP1.

[ISS Support Case] Windowviewer won't start

Multiple projects do not open, but a new one does, implying some sort of corruption of the app.

[ISS Support Case] WindowViewer says access denied

Using Wviewer shortcut they see access denied message, it is trying to open a demo app

[ISS Support Case] InTouch - WV Won't Open

Customer said he had an issue with opening WV. Was getting error about view exception.

[ISS Support Case] Aveva suitlink has been suspended for 5 cycles resuming automatically

Aveva suitlink has been suspended for 5 cycles resuming automatically

[ISS Support Case] Online License Activation Issue Unable To Process Request ServiceBehaviorAttribute

Chat Submission We are currently unable to add a license server for our InTouch application. Each time we use the enterprise license manager to add a server, we get an error: Error : The server was unable to process the request due to an internal error. For more information about the error, either turn on IncludeExceptionDetailInFaults (either from ServiceBehaviorAttribute or from the configuration behavior) on the server in order to send the exception information back to the client, or turn on tracing as per the Microsoft .NET Framework SDK documentation and inspect the server trace logs See activities for end user / site details.

[ISS Support Case] Tracing a log message

They have a message that is being written to the logs and they are trying to find it's origins. They've tried using the cross reference tool, but it freezes and they aren't sure it's the right tool. 2014R2SP1

[ISS Support Case] InTouch - Events Not Showing

Customer had an issue where he could see alarms, and data, but no events were being historized. Events table empty.

[ISS Support Case] This InTouch Application Could Not Acquire a ReadWrite License

Starting at about noon today, customer started getting an error when launching WindowViewer: This InTouch application could not acquire a ReadWrite license for Remote Desktop Services client. No changes were made to the machine that we are aware of. No one can launch WindowViewer. Customer tried adding their Dev License. No change in behavior.

[ISS Support Case] License core service is stopped and won't start

This is known issue with Enterprise License Manager 4.1

[ISS Support Case] Error - "Cannot Access Topic". Windowviewer not opening.

Client is getting an error message when opening application. Cannot access topic. Cannot start application siDir.exe. Additionally, WindowViewer is closing immediately after opening. Client is copying the application manually from development machine.

[ISS Support Case] InTouch Tag Communication Error

Client reached out as all tags under a specific Topic\Access name hosted by MBTCP driver are failing to communicate and producing OPC quality code 001B.

[ISS Support Case] Suitelink SUSPEND RESUME Control Flow Tuning

Seeing a number of reoccurring periods of suitelink suspend / resume messages in the logs. During these periods trends do not behave as expected. Seeking information on flushing out a root cause.

[ISS Support Case] Opening Tagname Dictionary Locks Up WindowMaker

When opening the tagname dictionary in an application in WindowMaker, it locks up. Customer must end the process from Task Manager. No errors in the Log Viewer.

[ISS Support Case] InTouch 2023 SQL Help

Client reached out as they have a script within the HMI's that requires connection to SQL. On one of three nodes the connection is failing and throwing the following errors: "ADODB.Parameter: Arguments are of the wrong type, are out of acceptable range, or are in conflict with one another."

[ISS Support Case] InTouch 2023 Nuisance Message

Issue: How to eliminate "This listen URI" messages shown in logger. Warning PCS.Discovery.Local This listen URI 'net.tcp://192.168.9.105/ASBService/InTouchDataV3Service' of discovery entry 'net.tcp://marissagr/ASBService/InTouchDataV3Service' is invalid and will be ignored. Please check if it is the address of this machine. Cause: The warning messages could be caused by a duplicated interface alias or duplicated NIC configuration.

[ISS Support Case] Fileselect function not working on 1 machine

Works fine on dev machine. Script function library containing it not found on problem machine.

[ISS Support Case] InTouch - Issue on Import

Customer imported a standalone app into a newer version, but never fully finished converting.

[ISS Support Case] WindowViewer Will Not Launch

2023 R2 SP1 Published Application. Application has been working up to this point. Starting today, WindowViewer will no longer launch. Splash screen appears, closes and then nothing else happens on screen.

[ISS Support Case] InTouch Application Not Opening In Correct Resolution

Customer has a Managed InTouch App that is 1920x1080. When opening the application in WindowMaker on the IDE, customer makes sure to click "NO" when asked to convert the resolution. Even with this, when the application is deployed to a target node, it is not taking up the full screen.

[ISS Support Case] Application Cannot be Edited

Client reached out as when attempting to launch Windowmaker he was receiving error message advising that application cannot be edited.

[ISS Support Case] Intouch alarm logger not working correctly

New intouch installation. Having problems wiith alarm logger. He created the alarmdb but now if he does a test connection it times out. Says he unblocked the installation media. 2023 R2 SP1 p02

[ISS Support Case] Launching View Results in Window Viewer Already Running

InTouch 2017 U2 17.2.0 AVEVA Enterprise LM 3.7.002 We have perpetual licenses I don't know every September or august it seems we have to update something. Have redundant LM. At some point the ability to obtain a license has been affected. rebooted a few times no impact. WV already running.

[ISS Support Case] Auto Start InTouch on Windows 10

Client would like details on getting View to auto start with Windows. Historically has not been able to get this working. We

[ISS Support Case] Option To Restore a .CAB Missing

Local Hyper V Sandbox internal development. Trying to restore a cab Not seeing restore option?

[ISS Support Case] 2023 R2 SP1 Configurator Validation

Ref case 98516 direct email: Upgrading Migrating Wonderware InTouch 2014 R2 SP1. Would it be possible for you to review my configurator settings with a quick screen share?

[ISS Support Case] How to Publish a Standalone Application 2023 R2 SP1

Direct email: Im looking for some help again. I still have the South Plant published application with the workaround in the .ini applied. I have made some changes to it, but dont know how to publish it, so I can put it another pc. I wouldnt mind a call tomorrow Friday July 17, if you have time.

[ISS Support Case] Using AND with Multiple Tags

Client reached out inquiring about whether the software allowed for an AND statement in a script that referenced two different discrete bits within different PLC's.

[ISS Support Case] InTouch - On Screen Keyboard for Login

Customer used to use 2012, used to have a function to open keyboard. Now can't open keyboard from login screen.

[ISS Support Case] License faied to aquire

Customer reported that client nodes were unable to acquire a valid read/write license. The error displayed was: "Unable to find or acquire a read/write license." Upon investigation via a support call, it was determined that the environment included mixed software versions: a 2014 R2 Galaxy and two client machines running 2020 R2. The client nodes were configured to pull licenses locally, as confirmed through the AVEVA Configurator. Further investigation revealed the license was managed through a redundant license server pair. When attempting to launch the AVEVA Enterprise License Manager to inspect the license availability, the following error occurred: "Access to the License Manager is denied." This was attributed to a permissions issuethe currently logged-in user was not a member of the AVEVA Enterprise License Manager Users group. When attempting to manually add the user to the group via Local Users and Groups, the system returned another permissions error, indicating that administrative rights were insufficient to apply the changes.

[ISS Support Case] Issues after installing v 2023 R2

New install, strange issues

[ISS Support Case] Issues running histdata

possible power outage cannot access "viewstream1" for access name "histdataviewstr" When they try to start histdata.exe they get the same error cannot start application histdata.exe make sure the application name and the location of the application is including in your path occasional .net framework error

[ISS Support Case] Login displaying on wrong screen

Client is converting a multi-monitor InTouch project. Converting from 2020 R2 (20.1.000) to 2020 R2 SP1 P01 (20.1.101). Upgrading to Windows 11 Client has a login pass popup function on an InTouch button. This is supposed to display on monitor two but it is displaying on monitor one. All other functions in the project are working as expected.

[ISS Support Case] ViewApp Stuck in File Transfer In Progress On Deploy

Starting today, customer attempted to deploy a copy of a ViewApp to the local GR node. It completes the deploy process, but gets stuck in the "File transfer in progress" state. The application does not appear in the Application Manager and the Windows Explorer File path doesn't exist either.

[ISS Support Case] InTouch - NAD Issues

Issue with 2 of the 3 NAD nodes. 1 ) one of them displays incorrect trends even tho master app shows fine. When it gets sent over, it displays other trend values which doesn't make sense. 2 ) trend window appears, but it is cut off

[ISS Support Case] Issues reinstalling System Platform

SQL server getting in the way of reinstalling System Platform

[ISS Support Case] Upgrade Procedure for 2023 R2 to 2023 R2 SP1 P01

I am updating InTouch Aveva 2023 R2 (23.1.000) to 2023 R2 SP1 Patch2. Do I need to uninstall 2023 R2 first due to it not being 23.1.100 (ServicePack1) ? Just verifying..

[ISS Support Case] WindowViewer, ArchestrA Logger, and Application Server Engines keep crashing

During the course of the investigation in case 88810 the client reported WindowViewer, ArchestrA Logger, and Application Server Engines keep crashing

[ISS Support Case] Nad application delay

InTouch application takes 15+ minutes to load when launched via Network Application Development (NAD) path. Windows 11 build pending:

[ISS Support Case] Tag picker stays visible during runtime.

.net errors on active x controls in Intouch. He replaced it with embedded hist trend client control. Tag picker will not disappear, it stays visible during runtime. ---------- He has done everything to disable options during runtime but tag picker is still visible. No messages in the logger. ---------- They are using the .net control because of issues with active x control.

[ISS Support Case] Unhandled Exception Errors in InTouch

Customer is getting .NET Framework Unhandled Exception Errors showing up in their application.

[ISS Support Case] Intouch trend not pulling live values

When app launches data populates, but live values after launch display as NULL. Confirmed the data is in Historian (source). If app is closed/opened, values for that time period populate and issue resumes from new launch time. No errors in logs. Test env, only 1 node. Confirmed Hist server and node date/time match.

[ISS Support Case] InTouch - Workgroup to Domain

[ISS Support Case] Windowmaker crashes when launched from IDE after upgrade to 2023 R2 SP1

Client upgraded from System Platform 2020 to 2023 R2 SP1. When opening windowmaker from the IDE and selecting 'no' to change screen resolution, it load and freezes with 'not responding', and then abruptly crashes. There is no error or message displayed on screen. Client is able to launch WindowViewer without issue.

[ISS Support Case] DB Load Failure

InTouch 2017 Update 3 SP1 P01 Standalone Applciation Client reached as when attempting a DB load it would fail with an error message advising to check the logger. When reviewing logger the following error message was present several times: "Failed to call Dispose() for class ArchestrA.Visualization.ConfigService.PublishBusinessLogic.ViewAppPreviewBusinessLogic. Clean up of unmanaged resource was deferred to garbage collector."

[ISS Support Case] Windowviwer crashes

Windowviwer crashes freezes and closes down The customer reports that WindowViewer intermittently crashes, freezes, and closes unexpectedly when running their application in AVEVA InTouch 2023 R2 Patch 1. Initial Assessment: Previously identified a known issue in AVEVA System Platform 2023 where InTouch would crash at launch, addressed by hotfix 2173252, which is included in Patch 1. Since the customer is already on Patch 1, this specific issue should not be the root cause.

[ISS Support Case] AVEVA Services not starting automatically after upgrading to Windows 11 - InTouch 2023 R2

Client has upgraded three workstations with InTouch 2023 R2 to Windows 11. After upgrading, several AVEVA services are not starting automatically. Everything functions normally after manually starting the services. Services affected are AVEVA Watchdog, AVEVA Product License, AVEVA Communication Backend Service, Historian Client Access Point and others. Some services start without issue.

[ISS Support Case] Information Request - Adding Siemens Driver InTouch 2023 p04

Client called in seeking information on adding Siemens driver to InTouch.

[ISS Support Case] InTouch - No Data

Customer is trying to get two machines communicating, but isn't getting remote machine data.

[ISS Support Case] InTouch 2023 R2 SP1 P01 Software Request

Client reached out requesting install files for the latest version of InTouch.

[ISS Support Case] Request for Installtion guide

Request for 2023 Installtion guide

[ISS Support Case] InTouch Application Could Not Acquire a ReadWrite License for Remote Desktop Services Client

Unable to launch WindowViewer with the following error resulting: "This InTouch application could not acquire a ReadWrite license for Remote Desktop Services client."

[ISS Support Case] Error: "Can't attach to InTouch" when using custom IDEA toolkit driver

Client is using a custom driver developed with the IDEA toolkit. Client is experiencing the following driver error after updating to Windows 11: Error: "Can't attach to InTouch" Client has developed a custom driver and is utilizing the PTACC.DLL. The DLL attaches to the runtime database InTouch. Get notifications if tags changes and able to write to tags. Specifically, the driver fails to connect to InTouch on the initialization command PtAccInit Client has not experienced any issues with Windows 10 and older. But on upgraded and new Win11 boxes the PtAccInit command fails. Windows 11 24H2 OS Build 26100.3775 Aveva Intouch 2020R2 SP1 20.1.100

[ISS Support Case] Published Application cant find DLL Pen trend

Its been a couple of weeks, and back on the wonderware upgrade. I downloaded the 2023 R2 SP1 on the new development pc, loaded the south plant published app, it updated and ran fine. Loaded the north plant published app, and it wont run, says it cant find DLL Pen trend.

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

Its been a couple of weeks, and back on the wonderware upgrade. Tried to open ww maker and it says application is being edited in another session, I rebooted and it still has that problem.

[ISS Support Case] .NET error for Historian Trend Client control

SP23 R2 SP1 - We're encountering .NET errors (seems to be Windows message instead of Aveva app based) sporadically (sometimes days between popup warnings) in all our tag-based managed InTouch ViewApps at runtime. No configuration errors/warnings in the galaxy graphics (with embedded control) and the graphic works as expected at runtime.

[ISS Support Case] Unable to Open a published application

Trying open an application but stuck in a loop of This is a published application and AppEdit.lok

[ISS Support Case] RecipeSelectRecipe Not Showing Selection Dialog

A button in InTouch contains the RecipeSelectRecipe function. When clicking on it, nothing happens. Another application using the same function works.

[ISS Support Case] InTouch Upgrade Inquiry

Client reached out looking for guidance on upgrading/migrating an InTouch application from version 10 to 2023 R2.

[ISS Support Case] InTouch - Resolution

They developed all their WW screens in 1280x1024 a while ago. They are upgrading their Thin Clients and monitors. The new ones are 1920x1080. They want them to display the whole screen. They have screens with different monitors, managed application.

[ISS Support Case] Not seeing any Galaxy alarms in InTouch

This application is being upgraded from a prior version.

[ISS Support Case] Not seeing any new Historical alarms

This system is in the process of being upgraded. They see the old historical alarms but not the most recent ones.

[ISS Support Case] 2023 R2 License Compatibility Inquiry

Just purchased a license for 2023 R2 Workstation. The only thing I see to download is a license for 2023 R2. Will that work for 2023 R2 Sp1?

[ISS Support Case] InTouch - Import App Issue

Customer trying to import an app but crashes at around 45% then appears as imported upon opening app manager again.

[ISS Support Case] InTouch - Alarm Issues

Customer had an alarm appearing that he didn't know where it came from. Enabled the tagname column, saw it was a tag he never thought it'd be.

[ISS Support Case] InTouch Intermittently Not Getting License

InTouch 2017 U3 License Manager 3.7.002 Single node setup, machine is using itself as a License Server. Customer notices that, occasionally, when they try to run WindowViewer, it will fail to get a license. Sometimes, when they hit the "Retry" button, it will pick up and run from there. Other times it will not.

[ISS Support Case] EAC Alarm Client Error - Row number 0 exceeds row count

Intouch 2023R2 latest SP. I have an Alarm Client Control dropped on an Archestra Object. Occasionally, I get a Windows dialog pop up that says "Row number 0 exceeds row count". It also places that error in the logger showing under the component column showing "EAC". What is EAC? Also, there is a While Showing Script Running on the Arch Object. It has a try catch but it doesn't appear to catch this error.

[ISS Support Case] User Input Keyboard Customization

Is there a way to change the fond on the numeric keypad that is called from a user input object? The buttons are large but the numbers are hard to see.

[ISS Support Case] InTouch - Alarm Client Failing Login

Customer couldn't get remote machine to connect to alarm DB. Kept getting login failed.

[ISS Support Case] InTouch Application Deployment

We are looking for guidance to transfer the HMI application developed in In Touch from a PC with Windows 10 to another PC with Windows11.

[ISS Support Case] SQL - Alarm DB Issues

Customer had an issue where IT came in on May 28th and made some change and now alarms haven't been historized since.

[ISS Support Case] Migration Inquiry

Client reached out seeking guidance on migrating an InTouch application version 10.5.

[ISS Support Case] Installing RDS Role On InTouch Node

Customer wants to install Terminal Services (Remote Desktop Services) on a Server to allow users to remote in an launch InTouch applications. Customer wants to know if this role being installed will affect the AVEVA software.

[ISS Support Case] WindowViewer Launch Failure

Client imported an InTouch application into the application manager and when attempting to launch WindowViewer it would fail with no error message.

[ISS Support Case] License Is Already Activated Requesting Release

Direct Email: A customer scada computer is having a license issue. Attached is the offline activation request file. I previously went thru this process and sent the activation file to Insource. The file I received back gave me an error that the license was already activated. I think the license needs to be deactivated on the server before generating the receive activation file. Thanks,

[ISS Support Case] License Manager Showing Disconnected

basically the activated licenses License Manager I think one of the services is not able to be running LM showing disconnected. deactivated licenses repair 4.0.1

[ISS Support Case] InTouch - No Data for Some Equipment

Customer just upgraded app, now getting comm issues where every time he opens WV, there's either 1 or multiple lift stations that simply won't get data. OCMC shows good quality, but InTouch / Tag Viewer shows bad.

[ISS Support Case] MBTCP OI Server Reading Incorrect values

Client is adding a new MBTCP data source, a SEL 3530 RealTime Automation Controller to use with InTouch 2020 R2 SP1. Client is experiencing an issue with the data values in the OI Server and InTouch are slightly different than the actual values coming from the PLC. Client has tested this from another HMI and the data is correct. Another issue the client has noticed is out of 50 analog values, 47 of them are showing as a real with a decimal, 3 of them are showing as a integer, even though all the tags were created with the same data types in InTouch and the source has created them all as 32 bit floating.

[ISS Support Case] How to Rebuild Corrupted Application

Was able to get the south plant you found, and load it. It says that it is a published app, but lets me open it in maker and run it, it goes online and looks good. Does it need to be a standalone like the north plant one.?

[ISS Support Case] Alarm History Screen Not Updating

Customer has an Alarm DB View Control connected to the WWALMDB. They do not have any alarms past May 20, 2025 at 7:30 AM or so.

[ISS Support Case] Getting Suitelink interface is disabled

The client is trying to connect to the ABCIP OI Server.

[ISS Support Case] InTouch - Could not Acquire ReadWrite License

Customer said his RDS servers are getting license issues.

[ISS Support Case] InTouch Resolution is wrong and not converting properly.

The resolution is showing 2560 X 1440 but the windows are all being shrunk.

[ISS Support Case] InTouch - One Time Occurrence

Customer called in saying something happened on 6/14 where they got some pop up messages in WV and then saw some errors in logger.

[ISS Support Case] Modbus Serial and System Platform 2020 R2 SP1

Client called in with a question on where to download Modbus Serial OI Driver for System Platform 2020 R2 SP1

[ISS Support Case] SQL Query Assistance

Chat kept disconnecting : Looking for assistance writing a SQL query to access three databases. I have an existing Intouch application in 2023 R2 that I need to add some information on one of the windows. The information is contained in three different tables in a database on the network. I need to run a script in Intouch that contains the query below that I can run in the MS SSMS and I get the following results: I am trying to retrieve the Batch, Heat and the Description for the three Tanks. The following query returns those values from the three tables. select distinct p.Batch, p.Heat, loc.Description Tank from [dbo].[TransactionCurrentPieceLocation] t join [dbo].[Piece] p on p.PK_Piece = t.FK_Piece join [dbo].[location] loc on loc.PK_Location = t.FK_Location where 1=1 and t.FK_Location in (10,11,12) and t.FK_PieceType = 'B' and p.FK_PieceStatus = 'A' I know I need to create the Bindlist to return to values, but how can I run the SQLExecute with the long Query like that, there are 267 characters.

[ISS Support Case] Configuring Visibility Expressions

Client reached out looking for guidance on configuring visibility expressions for a graphic.

[ISS Support Case] InTouch 2023 R 2SP1 P01 Software Request

Client reached out requesting the installation media for InTouch 2023 R 2SP1 P01 Software Request.

[ISS Support Case] License activation issues

Unable to activate a new license

[ISS Support Case] InTouch - Not Opening

Customer had a power outage and had an issue getting one remote client open. Kept failing when launching WV.

[ISS Support Case] Windows 11 Compatibility

Customer is running either Intouch 2020 or 2020 R2 and is looking for compatibility with Windows 11 as Windows 10 is being sunset.

[ISS Support Case] InTouch - Prompt Window Off Screen

Customer's pen selector window appears off screen.

[ISS Support Case] Web widget not working

Client developed a web widget that works on their system, but not the end user's. Local Intouch install, not web client. Widget is embedded into a symbol. Widget loads, but cannot display any data either via URL or local files. Same URL's resolve without issue on the machine. No errors in logs. Tried fresh widget - same issue.

[ISS Support Case] InTouch Access Anywhere error- connection failed - verify access server running and reachable.

Client is getting the following error when attempting to access the ITAA server from a remote machine. "Connection failed: verify that the Access Server is running and reachable"

[ISS Support Case] Tagname dictionary not opening

Client is not able to access the tag name dictionary from the Tagname dictionary > select button. Client has not opened this project for approximately one year. OS: Windows 11 Pro 24H2 26100.4351 Software: InTouch 2023.0.002 InTouch HMI 23 P02.

[ISS Support Case] Intouch historian not collecting data

[ISS Support Case] Alarm DB Logger Manager Unable to connect to server

Client reached out as when user is attempting to connect to the WWALM DB the user is receiving a "Connection to Server not available" error message. Troubleshooting steps taken so far: Enable mixed mode in SQL Enable the SQL SA account Tested connection to DB with a UDL file and it was successful. Make sure SQL port 1433 is not blocked and is open on that machine. In the SQl Server Configuration manager: TCP/IP should be enabled? In the SQl Server Configuration manager: Names Pipes should be enabled? In SSMS>Security>Logins: Windows user and SA user should have DB_Owner permissions to the WWALMDB (This would fail with the error message SA Lockout Err 15405 Cannot use special principal SA)

[ISS Support Case] InTouch .NET Framework Error

Client reached out due to a .Net Framework error related to aaHistClientTrend Control causing the ViewApp to crash intermittently. "At runtime we get a .NET Framework unhandled exception that seems to be related to the aaHistClientTrend control. The error is recoverable (we can "continue") but seems to appear randomly and the application crashes from time to time (every other day or so) "

[ISS Support Case] This application has a corrupt database file

They had a corrupt database that crashed a system, they had a backup and were able to restore it. They are missing some graphics/screens they recently made and would like to import them but don't know how or if it's a good idea to import from a corrupted system

[ISS Support Case] wwHeap Out of free shared maps for memory allocation

Client described Navigating viewer triggers shut down of the application / pop up encountered wwHeap error.

[ISS Support Case] Window Maker Crash

When selecting the tag name disctionary the error with a warning "need to run db.exe" 17.18.00

[ISS Support Case] suite link errors after editing a tag

changed the tag from 415 - 414, was getting double alarms

[ISS Support Case] Application Manager can find mapped drive

Application Manager can find mapped drive

[ISS Support Case] Configuring IP Camera in InTouch

configure InTouch to view some IP cameras. Just InTouch 2023 SP1 have a plugin for viewing cameras in Runtime ? How would be the best method to accomplish this? -InTouch 2023 SP1

[ISS Support Case] Intouch windows blank

[ISS Support Case] Using Bit Fields In InTouch

trying to use intouch HMI at bit level within a PLC register.

[ISS Support Case] Window resizing issue

Window resizing issue in Intouch,

[ISS Support Case] compatibility with windows 11 and InTouch 2023

[ISS Support Case] How to Export Industrial Graphics

Client reached out requesting guidance on exporting Industrial Graphics from an InTouch application.

[ISS Support Case] Intouch import issues

2020R2 SP1 P01 Trying to delete tags but it says they are in use classic view the windows icon doesn't show up new installation

[ISS Support Case] unable to set or edit alarm on a tag in runtime

thinks its a defect

[ISS Support Case] active X names changed by themselves

active X names changed by themselves

[ISS Support Case] Alarm Client Graphic Not Available

Client reached out as when placing Alarm Client Control within canvas it would initialize a Graphic not available symbol that stated the following: "Graphic is not embedded nor included in this application" When attempting to open the Industrial graphic nothing occurs within WindowMaker.

[ISS Support Case] error launching InTouch HMI WindowViewer

Assertion error when launching. Only one user, other user on the node working fine.

[ISS Support Case] InTouch Access Anywhere Session Denied Singular Web Client

Client reached out as when user was attempting to launch application from Web client they were receiving the following error: "The requested session access is denied."

[ISS Support Case] how to edit published application

[ISS Support Case] How to Auto Start InTouch Application

1 If I try to have the WindowViewer startup automatically on boot up I have one the two conditions A If I put the shortcut into the startup shell directly from the file location as a shortcut, when the system boots the application will startup .. but doesnt see the license => only demo mode. B If I go into the startup shell and set the Advanced settings to allow it to boot up running the shortcut as an Administrator .. it never even starts WindowViewer? In either case, I can use the desktop shortcut and the programs operates fine?

[ISS Support Case] System Platform 2014 R2 Compatibility

having issues installing 2014 r2 in a windows 10 station can we have a call next monday morning and go over this

[ISS Support Case] Questions about Aveva and compatibility

[ISS Support Case] HMI When Deployed Is Showing Wrong Template

Client reached out as when deploying InTouch application is was showing the previous template instead of the newly developed one.

[ISS Support Case] Does a 2020 License Activate 2020 R2 Sp1

Has a system that was upgraded to 2020 a while back, wants to ensure the license will still work for 2020 R2 Sp1

[ISS Support Case] Window Viewer Stopped Launching

Randomly had issue With a window open places in runtime. Sees splash screen for WV. Never opens up. Started 20 minutes ago.

[ISS Support Case] InTouch Discrete bits continuously fails to Set or Unset in InTouch

Client reached out due to intermittently experiencing issues with specific elements tied to discrete tags\bits that were failing to update properly based on user input or reading new data.

[ISS Support Case] Chart\Data table Creation Inquiry

Client reached out inquiring about whether an InTouch window can be converted to a data table.

[ISS Support Case] red box asking to install launch historian.exe

resolved to install HISTDATA.exe error, but still getting low system error 960578231 960578696

[ISS Support Case] InTouch session has ended

I have updated my license but my application continues to time out. Please advise what caused this issue.

[ISS Support Case] Access Name is grayed out in InTouch View App

Client is inquiring about the access name being grayed out when InTouch is configured as an InTouch View App.

[ISS Support Case] How to import and migrate an intouch application

How to import and migrate an intouch application

[ISS Support Case] Trouble starting Intouch as a Service

[ISS Support Case] Seeking Information on Running ALARMDB Logger as a service

Client is seeking assistance running AlarmDB Logger as a service. Alarms are not showing up when running as a service. When running the Alarm Logger as a service, I can view all past alarms in the database but it wont log any new alarms. Only when I run it as an application will it log new alarms. Again it shows connected to the database in either mode, but will only log NEW alarms when its running as an application. To answer the questions below: 1. The connection shows succeeded when testing it in the DB Manager. 2. The Wonderware Alarm Logger Services is Running. 3. The alarm query is \InTouch!$System. 4. The AlarmDBViewCntrl shows connected.

[ISS Support Case] ITAA Printer Issue

Client is trying to print trend screens from ITAA server on another server. Client is getting inconsistent data when printing trend reports directly from server but is able to print. Client is not able to print at all from ITAA server and sees the following message: The print screen is displayed and gives option to cancel print or continue. Pops up a "save output as" window, when closed, "Error, no default printer found" Requested a copy of the script from the client. Additionally, client has stated that script is working even when commented out. Requested a copy of the scripts with comments.

[ISS Support Case] InTouch - Possible Memory Leak

[ISS Support Case] InTouch - Alarm Client Issues

After migration of an application, the Alarm Client Control used in the application is showing 0% complete for their queries and not displaying any alarms.

[ISS Support Case] Add On Script Functions for InTouch

Customer is looking for some of the older add-on script function libraries for InTouch. Not exactly sure which functions are needed at the moment though.

[ISS Support Case] Tag count investigation

They wanted help figuring out how many tags a project used to determine what licensing they needed to purchase

[ISS Support Case] Disk Space error His logging

When using a NAS drive, the error of free disk space displays.

[ISS Support Case] InTouch PrintScreen - Print of Trend Data Triggers SaveAs Dialog Box

Currently have my system automatically printing to a printer. When a process is complete I take my trend start end and length and it prints to a printer. Trying to save to pdf or screen capture and save as a file. would like tagname & possibly message in the filename Describes SaveAs screen with empty filename upon script execution.

[ISS Support Case] license not available

could not get the license to activate through invensys license manager, demos didn't work we suspect it may be looking for a license in the AVEVA license manager, but we aren't sure how to get it to look at the right spot

[ISS Support Case] Intouch tag dictionary count exceeded

Added reservation - no change. Provided demo license - picked up as expected. Client advised they had another license they wanted to apply to this server and move the existing licenses off it.

[ISS Support Case] Changes to a graphic are not getting propogated to InTouch instances.

Possibly the template is not checked in?

[ISS Support Case] InTouch - Alarm DB Creation Failing

[ISS Support Case] WV not grabbing license

Demo license expired.

[ISS Support Case] No connection to Allen Bradley CompactLogix 5380 controller

Client is adding a Allen Bradley CompactLogix 5380 controller into existing environment and is not getting a connection from InTouch. All other PLCs are showing as connected.

[ISS Support Case] Add Special Characters to Window Names

Customer is migrating an app from 2012 to 2023. The old application had window names with periods in them. Now in the migrated app, they were replaced with underscores because special characters and periods are no longer allowed. Customer found InSource TN 1217 going over the WindowNameWithSpecialCharacters entry in the InTouch.ini, but it didn't work.

[ISS Support Case] After a power outage, 4 workstations no longer recognize .loc license files.

.loc files, no license server. Verified license services running. Ran a repair of the SP 2020 software. Tried dragging the license out of the folder, reboot, drag it back in. Tried the OEM license. Tried running the OSconfigurationtool.exe then reboot. Tried making sure the license enterprise system (in the configurator) was configured for the computer to act as server and client. Tried running windowmaker with the oem license. In the system management console there is no entry related to obtaining a license. It just says window viewer shutting down. Deleted BackEndModule1 files to clear client-side trusted storage.

[ISS Support Case] Trends

Client reached out looking for guidance on adjusting the scale of Trends.

[ISS Support Case] Changing dates in runtime trends

Client would like users at runtime to be able to select a date and have tag values update to show just that date. Local Intouch historical data, no Historian.

[ISS Support Case] Needs ArchestrA .lic for 2014 R2 Legacy System

Older version 2014 R2 SP1 version 11.1.13 Worked with ISS resources Believed he should be able to upgrade to 2017 and use the current system, however the earliest OS is 8.1 he has WIndows 7. Has 4 projects on this machine wont be able to get to this until next week. Needs updated .lic

[ISS Support Case] License Manager - License Question

[ISS Support Case] InTouch Internal Error

Unable to delete InTouch window. It says it can not open .win file.

[ISS Support Case] Trying to dowload Intouch 2014 after customer computer srash

[ISS Support Case] Download Link for InTouch 2014

Client requesting download link for InTouch 2014.

[ISS Support Case] License manager delay

Customer contacted support reporting several issues that appeared to be specific to their PC environment. The user experienced a blue screen crash, and was unable to access any applications initially. It was determined that the issue was not directly related to InTouch, but rather due to a broader system crash on the PC. Following a system reboot, the machine was brought back online. The customer indicated that their IT team suspected the AVEVA software might be contributing to the system instability. However, based on the symptoms described, I was not convinced this was the root cause. As a precaution, I recommended running a repair on the AVEVA software, which we performed together during the call. After completing the repair, we attempted to launch the application, but encountered a licensing issue. When accessing the License Manager, the interface was slow to respond and took a significant amount of time to display any information. Although the License Manager indicated it was running, the customer was unable to successfully start or interact with it to further diagnose or resolve the issue. To help the customer continue working while the issue is investigated further, I provided a pre-activated demo license. I also advised the customer to monitor the system and follow up with their IT team for additional diagnostics regarding the original system crash.

[ISS Support Case] InTouch Web - No Data

Im running the Intouch WebClient and verified the WEB server is running. When I navigate to the WEB client, the graphics are behaving like they do not have tags assigned to them. I have restarted the WEB client a few times and have not had any luck fixing it. Any suggestions?

[ISS Support Case] Window Resolution

2014R2 SP1 migration to 2023R2 SP1 Windows are to small

[ISS Support Case] InTouch App Deployment Stuck in Synchronizing

Customer was able to get Platform and ViewEngine deployed to a remote node, but the InTouch App itself is stuck in the Synchronizing state.

[ISS Support Case] Configuring Standalone InTouch Nodes

Client reached out looking for guidance on running standalone InTouch nodes with a previously developed application. this is in an offline environment where each server will act as its own local license server.

[ISS Support Case] Issue Deleting Tags & Scripts

Having issues deleting some tag and some scripts would like to schedule with a support engineer

[ISS Support Case] Could not load library ITEXTRAS.DLL

Encountered Could not load library ITEXTRAS.DLL. What is this in reference to?

[ISS Support Case] Workstation Not Pulling License After Removing _ In Machine Name

Post Machine rename to remove the _ from the name, InTouch application launches in demo mode with reservation and checkout in place.

[ISS Support Case] InTouch - NAD

[ISS Support Case] InTouch - NAD

[ISS Support Case] Tag Count Inquiry

After aborting a system upgrade to 2023, the customer installed 2017 UD3 and tag count should be aroun 600+ but it dosent look like they are all their in diagnostics.

[ISS Support Case] Resolutions questions

GR and client are on different resolution and are migrating everytime. Wants to keep the resolution and graphics the same across the board when going back and forth.

[ISS Support Case] Moved InTouch Application Alarms Not Working

Customer is working on a new machine but it was not setup by him. It is unknown how SQL or the software was installed/configured. Trying to do a Test Connection from the Alarm DB Logger Manager resulted in an error "Connection to Server not available".

[ISS Support Case] Exceeded Dictionary limit of tags

Client is getting an error when opening WindowMaker "Exceeding dictionary limit of tags" Currently licensed for only 100 tags. Needs a different license.

[ISS Support Case] Edits Made In Window Maker are Not Updating in Viewer

The system is still not behaving in a 'typical fashion'. The screens being developed in Maker are not updating in runtime. First issue reoccurred this morning. Tags were not Restarted to restore access. Standalone Publishing Legacy using NAD Getting Notify client on close Having to restart the development server before tags are visible in the SMC for the topic / diagnostics.

[ISS Support Case] Historical trend wizard Active X Installation

Client reached out as after migrating\updating application the Historical Trend wizard with scooter was showing as a red screen in runtime.

[ISS Support Case] Unable to import project

[ISS Support Case] Start Alarm Printer Automatically

Customer is trying to start the Alarm Printer and query automatically using a batch file.

[ISS Support Case] InTouch Performance Reduced

Client reached out as the HMI windows are updating slower than expected and take significant time to load when navigating between windows.

[ISS Support Case] WindowViewer system may be running low on memory.

Client reached out due to receiving the following error when launching WindowViewer: "Your system may be running low on memory. Continue?"

[ISS Support Case] InTouch - No Data

[ISS Support Case] Alarm Sub-Groups Unavailable in Display

Client reached out as the Alarm query within HMI was not functioning properly and the sub groups for the alarms were unavailable.

[ISS Support Case] TN IT235 Request for WWTagDBRepair Utility

Need assistance with getting a download for WWTagDBRepair utility. Referencing TN IT235

[ISS Support Case] Intouch freezing during shutdown

[ISS Support Case] Installation Issue - InTouch HMI 2023 R2

Client is experiencing issues with InTouch 2023 installing on Windows 11 Pro workstation. Client is receiving an error during installation "System Platform 2023 R2 installation failure - AVEVA Watchdog service failed to start"

[ISS Support Case] Some text box values are not updating correctly

It starts working if you login and switch to another window and then back.

[ISS Support Case] Error: License could not be acquired

Client has a Standalone PC that is running Wonderware 2017. License originally showed it was in a grace period. Receiving the error "Could not acquire a license" when opening the application. Client does not have access to XML licenses.

[ISS Support Case] InTouch Upgrade Procedure

Customer is upgrading from 2014 to 2023 and has some questions.

[ISS Support Case] Historical Logging Directory Does Not Exist

The plant does not want to log data locally on the workstation. They have had issues with the hard drive filling up. Cant we just configure the historical logging to delete after x time? Its set for 1 year now but the folder C:\Log does not exist. This leads me to believe the tags checked for log data are not logging anywhere.

[ISS Support Case] InTouch Access anywhere auto logoff

They want to know how to configure the auto-logoff feature for InTouch access anywhere

[ISS Support Case] Unknown Communication Error

Client reached out as there is a redundancy faceplate embedded with the HMI that is showing the DIobjects as partially connected and they are losing communication to a portion of the graphics within the HMI.

[ISS Support Case] Date/Time Picker

I am currently updating an older version of wonderware to 2023. The date time picker is not working on an alarm historical page. I have come across in the past and painfully worked through getting it to work. Is there something current that does work, so I don't have to spend numerous hours getting this to work?

[ISS Support Case] help with a db dump/load

they performed a db dump and made changes, but during the db load froze they have tried this a few times before and it didn't work in the past either

[ISS Support Case] Script debug messages flooding the logger

2014 R2 SP1 Unchecking debug scripts and rebooting did not resolve the problem Standalone InTouch look for "maximum transactions exceeded" in the logs

[ISS Support Case] Alarm Client - Not Showing on Remote Machines

Customer has a Thin Client set up where the master machine works, but others won't connect. They change the query and it goes blank.

[ISS Support Case] Resolution issue after import

2014R2SP1 They have edited several windows and all of them are slightly larger than they should be.

[ISS Support Case] InTouch - Script only executes when user has administrator privelages

I upgraded an existing Wonderware Galaxy/application to version 2023. Object scripts in my application will execute without issue when the logged in user is a local administrator to the computer. If the user does not have this privilege, the script does not appear to execute and the object does not display correctly. The old system is running in parallel with this system and does not display this issue.

[ISS Support Case] failed to poke item

They have a new InTouch view app they created from the default template. They cannot write to any discrete tag, but they can read all tags. They can write to tags in object viewer and other view apps. "Failed to poke item" in the logs when they try to write to the tag in InTouch abcip communication driver no compatibility issues they were able to write to the tag when they created a new project in application manager

[ISS Support Case] Upgraded LM to 4.1 Migration Locked License

Issue with a system out in NJ Launch system today and InTouch is not seeing a license. Got on remotely License server showed it was activated. Upgraded to 4.1

[ISS Support Case] 16-Pen Trend Scooter

Is there a scooter control that can be used with the 16-Pen Trend?

[ISS Support Case] Set Focus On Web Control In Popup Window

Customer brings up a Web Browser widget via ShowGraphic from InTouch HMI. The graphic appears and shows the correct URL. That all works. The problem is that the operators need to being typing in that web browser. If they do not click the graphic first to bring it into focus, their input will be lost. So they are looking for a way to automatically set the graphic in focus so it will start accepting input right away.

[ISS Support Case] InTouch - Secondary Tag Server no Comms

Customer has an upgraded system, for 2014 to latest. Primary server works fine, but backup server isn't communicating. When he fails over, it gets an error. He had another DEV machine that it was working fine on earlier, but that got corrupted and they had to rebuild the dev machine.

[ISS Support Case] Rebuilt application Missing Some Windows in tool box but Display in Dialogs

WV ! start was directed to rebuild Standalone app. Recreated application by exporting windows scripts and DB backup Some windows not show up window or window maker Copied to new application a group of windows in rebuilt app does not show up Referencing a duplicate system (sees windows there) There are 4 machines on this networks all standalone. So I did an upgrade on one of the machines to 2023 SP1 Was horrible... Looked at other machines if I go into (the.... ..... .... animation links. They do a show up in the dialog window.

[ISS Support Case] Historian Configuration Assistance

InTouch 2017 Update 2. Client is having issues related to historical alarms displaying in InTouch. Client is wondering if there is an issue with the Historian.

[ISS Support Case] Cannot import or create galaxy - service cannot be started

trying to restore the existing galaxy service cannot be started either because it is disabled or there is no associated device associated with it

[ISS Support Case] cannot separate alarm and event printer directories

they are trying to run 2 different queries at once

[ISS Support Case] Constructor FeaturePlugin Exception Configurator does not open fresh install of SP 2023 R2 SP1

intouch 2023 have an error trying to open configurator Trying to get it 2023 installed on windows 11, I cant get configurator to pop up. At one point saw 7 instances of the configurator open in the task manager but none of the forms were visible.

[ISS Support Case] System Platform - Installation Error

Customer installed on 2 machines, but the third one is giving an error when trying to run setup.exe.

[ISS Support Case] ApplicationServergRPC Configuration Failure

Client reached out as when attempting to configure ApplicationServergRPC tab in the configurator it would fail stating that the AIM token host service could not be reached.

[ISS Support Case] Migration with different versions

[ISS Support Case] Issues Importing Windows Into Modern Application

When importing windows from a Standalone app into a Modern app, the first window in the lists imports but then WindowViewer seems to lock up and nothing else happens. Have to kill WindowViewer, clear the appedit.lok file and then reopen the Modern app. The imported window is still listed and functions without issue, but none of the other windows get imported because of this.

[ISS Support Case] Failed to create activex control 'DTPicker'

They are missing fm20.dll from C:\Windows\SysWOW64

[ISS Support Case] InTouch License Acquisition Failure

Client reached out as when attempting to auto start InTouch Windowviewer the program would fail to acquire a license, but when hitting retry it would acquire the license successfully.

[ISS Support Case] Cannot Edit Node Properties

Client reached out as when attempting to edit node properties the option to select the node properties was greyed out.

[ISS Support Case] ABCIP Communication Issues

2023 P01 Client is experiencing communication issues connecting to PLC on one PC. Everything looks correct configuration wise.

[ISS Support Case] Certain users unable to access alarm history

They are using sql server authentication on their sql server and windows account authentication on the alarm client

[ISS Support Case] InTouch Compatibility Question

Is InTouch 2014 ( 11.0.04000) compatible with Windows 10.

[ISS Support Case] InTouch - Remote Access Name with Thin Client Set Up

What I need to know is how to create an access name that points to a specific thin client instance (HMI-04_C), and then use tags from that access name in other thin clients (HMI-01).

[ISS Support Case] License not acquired

Reserved and checked out the license but it still won't take it

[ISS Support Case] ThinClient InTouch Communication Failure

Client reached out as InTouch Workstation within Thin client setup is not receiving communications from the ABCIP driver.

[ISS Support Case] InTouch Patch

He has installed 2020 R2. The patch he downloaded is 2020 R2 SP1 P01 and it won't let him install it.

[ISS Support Case] InTouch Memory Warning Popup

Client reached out as when launching InTouch the system would produce a popup stating the following: "Your system may be running low on memory. Continue?

[ISS Support Case] InTouch - Log On

Trying to use the log on button feature in AVEVA and it's not pulling up the option for domain selection. Everything he sees in Help, if security it based on operating system. His just says username and password. Putting domain in the username field does not work because he hits the character limit.

[ISS Support Case] Historian won't start after upgrade

They are trying to upgrade to 2023 R2 SP1 on their historian which is also their SMS. Still issues on a reboot ERROR: Service could not be started (aahIDataService) [NASSMOTSQL01; aahCfgSvc.cpp; 5167]

[ISS Support Case] InTouch Not Showing Correct Version After Install

Customer installed 2017 Update 3 SP1 on a machine and then put the patch on top of it. Going to Help > About in the InTouch Application Manager, it still shows the version 17.3.000.

[ISS Support Case] Alarm Client & Thin Client Sessions

Have purchased a system that will have approx. . 3 stand alone Intouch machines an 53 Thin Clients (no app server, Intouch only). How does Intouch / Archestra Alarm client work with multiple sessions. Will each thin client be running its own instance of the Alarm client & DB? Are tags and values sandboxed in the separate sessions?

[ISS Support Case] AVEVA System Platform 2023R2 SP1

Had 2023 R2 on it before. Will run the batch file and see how it goes.

[ISS Support Case] Seeking Syntax Document Outlining Global Vs Local Tag Access ABCIP

Direct Email: Did some upgrades to our Dust collector by adding some new modules to read data from an opacity sensors but had issues reading the data in Intouch. I recently contacted tech support, but they could not answer why Intouch could not read to a local tag . We fixed the issue by making it a global on the PLC code. I know with factory talk you must add the scope and :: double colon when trying to read local (Selected scope on control logic) tags is there a tech note on how to do this I have completed the project but for future reference this could save some time.

[ISS Support Case] Beckhoff HMI

Customer upgraded a machine running WindowViewer from Windows 7 to Windows 10. Since it is running slower, they want to downgrade back to Windows 7. Looking for the procedure to do that.

[ISS Support Case] InTouch cannot connect to Omniserver

Client has upgraded from 2020 to 2023. OS went from Windows 10 to Windows 11. Omniserver Pro version went from 3.2 to 3.5

[ISS Support Case] Supertags and InTouch - I/O

Client is developing a Supertags topic for a class he is teaching. Client needs assistance configuring supertags as IO from PLC.

[ISS Support Case] Trying to register an account to access licenses

Sep 16, 2025 - I'm trying to register an account so that I can access the licensing to start getting ready to add to my new site and it keeps popping up with something wrong with my email. | Sep 16, 2025 - Completed "Contact Page - Contact US - EN" form enquiring about Services and Support on www.aveva.com/en/contact/. |

[ISS Support Case] Button Failure After Upgrade

Client reached out as after updating standalone InTouch application from 2020 to 2023 certain buttons/elements are no longer responsive.

[ISS Support Case] System Platform Upgrade Path Windows 11 Compatibility

Customer is preparing to upgrade their workstation/servers from Windows 10 to Windows 11 and requested guidance on AVEVA System Platform compatibility, potential licensing impacts, and whether migration services are available. Customer is currently running System Platform 2020, which does not support Windows 11. Customer requested clarification on supported versions, licensing considerations, and available services for migration. Customer also inquired whether AVEVA Tech Support could provide direct migration assistance. Attachments were provided: Customers original email and screenshot (agreement number and location included). AVEVA Technology Matrix excerpts for System Platform 2020 R2. AVEVA System Platform 2023 R2 SP1 documentation.

[ISS Support Case] Installer Disappears Once Install Button is Clicked

Attempting to install System Platform 2023 R2 SP1 on a Server 2025 machine. After going through and checking the desired components to be installed, we get to the final screen where we should be able to hit "Install" to start the process. When the button is clicked, the installer goes away and nothing further happens.

[ISS Support Case] InTouch 23.1.1 Histdata: Can't alloc global mem

Client reached out as they were receiving the following error when running WindowViewer: "internal Error" saying "UNKOWN /wwHeap_Allocptr(0, 0040, 53)" and then shortly after, another popup: titled "HISTDATA" that says, "Can't alloc global mem.""

[ISS Support Case] Intouch 2012R2 downloads

[ISS Support Case] UDTs and Tag Dictionary

WWClient is showing GOOD values coming from the PLC but the InTouch Tags (using UDTs) are not showing data.

[ISS Support Case] License acquisition error Undetermined

Have License server - reservations for workstations On a particular client configurator test connection successful Tries to run InTouch License could not be acquired message. Using SMS works on other work stations. Never seen this problem Can ping license server Test connection successful - - Checkout option (enabled?) 2020 R2 SP1 P01 Central License Server moving from 2014 R2 to 2014 R2 SP1 3.7.002

[ISS Support Case] InTouch - KepServerEX Connection

Establishing communication between InTouch 9.5 and KEPServerEX

[ISS Support Case] WindowMaker Crashes at Startup

Client reached out as when launching WindowMaker it would complain about the appedit.lok file. After deleting the file from each application directory the error message persisted. Even when launching from Application manager even when the error message about the application being edited did not popup as soon as the user attempted to launch the application in WindowMaker it would crash without any obvious error message. When reviewing the logs there were error messages referencing memory errors, but this was for each application not any individual.

[ISS Support Case] NAD Unable to Download New Application

A machine running a Managed InTouch 2020 R2 application was renamed. Prior to renaming, an undeploy of the platform was done. Once renamed, the platform and app were redeployed. Since then, trying to launch the application from the Application Manager results in "NAD unable to download new application".

[ISS Support Case] Installing and licensing.

Working on upgrades and installting 2023R2. Questions about older versions.

[ISS Support Case] Cannot acknowledge alarms through win911

After windows update logs: encrypted inbound suitelink connections are not possible in this configuration

[ISS Support Case] ASB and PCS errors in logs

This is a standalone InTouch node can do a screen share over teams Service repository is showing some errors Screenshots and logs in the box link

[ISS Support Case] Project not migrating

Work on another test pc.

[ISS Support Case] Running test on backup server.

[ISS Support Case] Questions on migrating to a new user

Moving to a new user account and they didn't want to mess up their system

[ISS Support Case] ABCIP communication driver installation assistance

Client would like to add ABCIP communication driver to existing installation of System Platform. The option is greyed out when mounting the installer and modifying the installation.

[ISS Support Case] Projects disappear from application manager after import

Projects were displaying fine, but after importing a folder of several projects, everything disappeared.

[ISS Support Case] Application Manager Showing No ViewApps Found

Customer is trying to open an application in WindowMaker. But when they go into the Application Manager, it says "No ViewApps found in c:\Program Files (x86)\ArchestrA\Framework\Bin\ViewApps"

[ISS Support Case] InTouch not acquiring loc license

Client has an installation of InTouch 2023 R2 P01 configured to run on startup via task scheduler. The license appears to be picked up eventually.

[ISS Support Case] License Could Not Be Acquired

When trying to open WindowMaker from an InTouch Application Template in the IDE, customer got an error: "License could not be acquired." and gave the option to Retry, go into Demo Mode or Exit

[ISS Support Case] IDE, Older Template Conversion

1: Needs to convert older templates to newer. 2: Intouch Web Client, does not translate script completely.

[ISS Support Case] Intouch Web Https certificate

[ISS Support Case] DB dump fail

DDEAPI.dll error

[ISS Support Case] Wonderware Intouch Crash

had three HP machines where intouch crashed and left the customer in their windows desktop. According to reports from the customer the machines were all rebooted and intouch restarted. Have been running fine since then. This is not the first instance of this happening. We have records of this happening in Jan., March, August and the most recent event in October. I have requested the SMC log file and an export of windows event logger as well. I would like to open a case for this and get the information to you so we can determine a coarse of action to resolve this issue.

[ISS Support Case] view freezes

2017 Update 3 SP1 further troubleshooting needed with ts tool txt (already sent) and debugdiag dump but reality check: WWTechSP.dll being present in the C:\Program Files (x86)\Wonderware\InTouch directory. This is a legacy "as is" custom dll which is not part of the base installation. Resolution: - Test by moving the WWTechSP.dll out of the InTouch directory. could be a conflict between this legacy custom library and the Operating System or the current version of Intouch and WWTechSP.dll can no longer be used.

[ISS Support Case] Unable to Migrate wwGenericSQLGrid

After migrating application, the datagrid controls just appear blank while in runtime

[ISS Support Case] I've been trying to hunt down a "no such Window name: 0.0000000s" then I realized that same set of zeros with the "s" at the end is all over this log.

no such Window name: 0.0000000s

[ISS Support Case] Unable to Install Hotfix

Client is trying to apply a Hotfix which requires deletion of particular files but the user is unable to find them.

[ISS Support Case] Migrated Application Frequently Locking Up

Have a problem on a intouch view application. Locking up every 5 seconds. Just converted application from 10 to 2020 R2 SP1 Upgraded access names using new communication drivers. in SMC sees repeating error: wwsls encrypted suitelink connection can not be established Remote support possible. Can share application. What are these lgh files, can they be deleted. (historical files)

[ISS Support Case] How to license and where to find the download for stand alone InTouch 2017x

How to license and where to find the download for stand alone InTouch 2017x

[ISS Support Case] Installation not going through.

[ISS Support Case] InTouch Applications Do Not launch

Has installed InTouch 2020 R2 SP1. Trying to view an application created in 2020 but application will not launch. Previously had been able to launch 2014 versions when he was at 2020. Has since upgraded to 2020 R2 SP1, the issue persists but now he is also unable to launch even the 2014 version. Wells Fargo CITI (harris teeter blvd)

[ISS Support Case] Needs to locate 2020 Download Link

Went to product hub, found 2020 R2 SP1 P01 but needs 2020

[ISS Support Case] Alarm Banner Shows Update Incomplete

When launching Windowviewer, the alarm banner shows "Update incomplete" and crashes Windowviewer when the ack is pressed

[ISS Support Case] Application Manager is Blank After Adding Application

When I add an app to intouch application manager it seems to hide all apps on intouch application manager. If I delete the file out of the file directory, they all come back up, but it will not allow me to add the application that I want.

[ISS Support Case] OI Server showing as BETA in SMC

When I open smc I get a beta under the OIS servers. I have converted around 20 computers and no others have shown this. I am not sure if this is a licensing issue or what. Any help would be awesome.

[ISS Support Case] License upgrade

Loading 2014R2 license but need run it as 2012R2, also needs to upgrade existing license to 10.6

[ISS Support Case] Install Intouch 2020 R2 SP1 on server that has historian 2020 R2 SP1

Client is not able to add Intouch to a Historian installation.

[ISS Support Case] 2020 License Compatibility with 2020 R2

Will a 2020 license work with 2020 R2

[ISS Support Case] Intouch Clients Failed to Acquire Licenses

Over the weekend, Windowviewer stopped running on clients and produced the "License Cannot be acquired" message.

[ISS Support Case] Intouch Clients Failed to Acquire Licenses

Over the weekend, Windowviewer stopped running on clients and produced the "License Cannot be acquired" message.

[ISS Support Case] Ongoing issue Exporting InTouch Application

Unable to Export a modern InTouch application (ongoing issue for about a year) Consistently getting - Error: Server Busy. This action cannot be completed because the other program is busy. Choose "Switch To" to activate the busy program and correct the problem. Nothing indicating why it would fail (WM is not open) Terminal Server 2016 2017 U3 Sp1 P01 Happens on multiple Terminal Servers in their environment - only thing that works is a full reboot of the system which causes down time Has had an ongoing resource issue (Wonderware being blamed) - CPU usage unusually high (going high and stays at 100 percent) - No one knows why WMIProviderHost GalaxyRepository Domain Environment

[ISS Support Case] InTouch 2020 and Historical Logging

version 2020.000.4300 windows 10 build 1942 No historical log files for 1-10

[ISS Support Case] WWheap Messages in SMC

System Management Console logged wwheap message

[ISS Support Case] How to Activated Licensing

New VM WIndows 10 installed 2020. Not sure how the licensing works. Licenses show as activated, not grabbing a license.

[ISS Support Case] license 3.5.1 not found

license 3.5.1 not found Dev 2017 sn 1743412 PO46451

[ISS Support Case] Update Alarm Banner with Active X Control

Replace old distributed alarm banner with the more current Active X banner control

[ISS Support Case] Unable to Read LGH file

Needs to read data from an lgh file

[ISS Support Case] Apache Log4j Vulnerability

IT is complaining about a Log4j shell vulnerability. On the InSource Solutions knowledgebase, there are several inquiries regarding this problem. Solutions reference tech alerts TA000032828 and TA000032818, but there's no direct information regarding the exact solution. Is there a solution? If so, please provide information.

[ISS Support Case] A2ALMDB query

Client is looking for a query to see alarms in the A2ALMDB over a period of time.

[ISS Support Case] Restoring .Cab results in version is incompatible Error

ERROR: - System.Data.SqlClient.SqlError: The database was backed up on a server running version 14.00.1000. That version is incompatible with this server, which is running version 12.00.5000. Either restore the database on a server that supports the backup, or use a backup that is compatible with this server. Tried restoring customers Galaxy on a VM Client has a newer version of SQL.

[ISS Support Case] 2020 Configuration Guidance

Would like to go through the setup process to be sure it's done correctly

[ISS Support Case] DBLoad is failing

IntSpt error reading entry when trying to perform a DB load into an existing application Version 10.5 P 01

[ISS Support Case] Needs DAS Version of GESRTP

Working on a 2014 R2 system unable to locate the driver on the AVEVA site

[ISS Support Case] WindowViewer will not launch

When launching WindowViewer it just disappears and nothing ever launches.

[ISS Support Case] WindowViewer Closing Randomly

Windowviewer launches successfully but closes itself every 2 hours

[ISS Support Case] Cant Find Where Graphic is Being Referenced

Deleted a graphic from an application and the viewapp shows "Could not find referenced graphic xxxx" in the errors/warnings of properties

[ISS Support Case] License is going into demo mode

Getting message "Hardware license can not be detected" The same message also occurs with a 30 day demo license installed.

[ISS Support Case] iosetaccess name for secondary source

is there a script function for

[ISS Support Case] Unable to open WindowMaker

It says it exceeded the tag count

[ISS Support Case] Planning an upgrade compatible with Windows 10

Few questions about 2014 R2 Currently using classic InTouch on 2012 (10.5) and some at 2014 R2 running on Windows 7. Objective to get on windows 10. Would like to upgrade to 2020 R2 SP1, but they may need to stick with 2014 R2 SP1 P01 Current Drivers: - OI Core - ABTCP 2.1 - ABCIP 2.0 //also has DAS_ABCIP 50 Q1: Need to locate products: Q2: Can I do an in place upgrade?

[ISS Support Case] Needs to license Intouch 10.1

Have a project an Intouch 10.1 project and is looking for a temp license so he can look at this view app.

[ISS Support Case] No Alarms In Application

Alarm client isnt receiving alarms from remote provider

[ISS Support Case] Windowviewer Resolution is Off

After a migration, application resolution didnt span the entire screen

[ISS Support Case] Panel PC failed; Spare PC is not acquiring license

Had a recent panel pc failure and the spare machine is not acquiring a license.

[ISS Support Case] error in smc

logged in as user and doesnt workie

[ISS Support Case] How to simulate a tab and enter in an Intouch application running on a 64 bit OS?

The client is using stand alone Intouch and looking for a way to script tab(s) and enter in order to automatically pull up an entry box

[ISS Support Case] Download link for AVEVA 2020

[ISS Support Case] InTouch reverted to a previous version in Window Maker

System went crazy yesterday, an engineer went to make upgrades to some controls (Maker) opened up but it opened up an older version. Missing several edits that had been made. Viewer would look like it was going to open but would not. Restarted and experiencing the same issue. Disconnected the development box from the network to avoid any unwanted changes being pushed out.

[ISS Support Case] Intouch application not opening correctly after a db load

database error when opening maker.

[ISS Support Case] Intouch application not opening correctly after a db load

database error when opening maker.

[ISS Support Case] Unable to Migrate Application

Performing a "Find" from the Application Manager did not load the application into Intouch

[ISS Support Case] cant db load

[ISS Support Case] conversion and resolution

appedit.lok screen resolution

[ISS Support Case] Application migration resolution not correct

Converted application to a different resolution and wanted to go back but the scaling is not correct.

[ISS Support Case] Application migration resolution not correct

Converted application to a different resolution and wanted to go back but the scaling is not correct.

[ISS Support Case] Confirming Application Version from .aapkg

Line down has an .aapkg back up. Client is trying to get a system online asap due to a hardware failure.

[ISS Support Case] InTouch Installation Guidance

Needs guidance on installing the product for a first time installer.

[ISS Support Case] How to Licensing 2014 R2

Fresh Installation, needs demo license and instruction on how to license from for a first time installer.

[ISS Support Case] How to import an InTouch .aapkg

Fresh install needs to know how to import an application for a first time installer.

[ISS Support Case] No Alarms in Application

Not getting historical alarms in application

[ISS Support Case] Using "Read Only" Option for Remote Clients Breaks Connection to PLC

Using OI.Gateway.3, while the application is set to Read Only for remote access, the OI server is unable to send data to the application. Read/Write works as expected

[ISS Support Case] Using "Read Only" Option for Remote Clients Breaks Connection to PLC

Using OI.Gateway.3, while the application is set to Read Only for remote access, the OI server is unable to send data to the application. Read/Write works as expected

[ISS Support Case] Wants to be able to open a specific trend within InTouch

The client has embedded the historian client trend activex and wants to be able to load a specific trend file into it.

[ISS Support Case] Unable to Create Database

When attempting to create alarm database, intouch shows an error that states the user doesnt have permission to do so

[ISS Support Case] How to reset administrator password in InTouch

[ISS Support Case] Notification Button Stays Highlighted

Has a button thats highlighted in the application but the bit is off in the PLC

[ISS Support Case] Notification Button Stays Highlighted

Has a button thats highlighted in the application but the bit is off in the PLC

[ISS Support Case] Trend Client not Connecting on Windows 7

Historian Client .NET control Windows 7 running a published app Sounds like the client is using the .NET client control. Has a script configured to bring up Trend. On the Windows 7 system it does not work as expected, he has to explicitly log on the server. The Windows 10 systems seem to default to WIndows auth and work as expected. Mixed Mode Auth? UDL Test? Eagle Claw Midstream Pacos Texas

[ISS Support Case] Migrated Historian Client Trend Throws .NET Error

I open the trend window, see trendlines, etc. all is ok. I log in as part of the on show script so its always logged in once the window opens. System.InvalidOperationException: Cannot set the SelectedValue in a ListControl with an empty ValueMember. at System.Windows.Forms.ListControl.set_SelectedValue(Object value)

[ISS Support Case] Migrated Historian Client Trend Throws .NET Error

I open the trend window, see trendlines, etc. all is ok. I log in as part of the on show script so its always logged in once the window opens. System.InvalidOperationException: Cannot set the SelectedValue in a ListControl with an empty ValueMember. at System.Windows.Forms.ListControl.set_SelectedValue(Object value)

[ISS Support Case] where to download 2014R2

will send explained may want to load 2020 for new project because 2014R2 is not supported except base build

[ISS Support Case] Intouch LGH and IDX and deadband question

deadband set and resolution of results not proper

[ISS Support Case] Intouch and Access Anywhere and cant see alarms

17.3.100 cant see any alarms (current alarms)

[ISS Support Case] Will KB5004442 affect Currently Installed Wonderware Products

Rockwell Called the Client and notified him that this would affect his Rockwell products. Client is wondering if this will also affect Wonderware / is 2014 R2 Sp1 Affected? Uses Standalone InTouch

[ISS Support Case] Ack Alarms going off that shouldn't be.

Shows that we have to acknowledge an alarm on a pushbutton. Just gives a generic ack when it shows.

[ISS Support Case] Ack Alarms going off that shouldn't be.

Shows that we have to acknowledge an alarm on a pushbutton. Just gives a generic ack when it shows.

[ISS Support Case] 2014R2 download

2014R2 download

[ISS Support Case] Unable to lunch Intouch With a Particular Account

Testing different deployments. Originally deployed in a client session (application was unstable) Now trying on a terminal server. Some event occurred that removed a user account from the administrators group while doing a print screen (Rebooted) Now launching InTouch user gets: POP UP: Failed to open intouch application see logger for details. Nothin in SMC. From a different account (account application works) Domain Environment

[ISS Support Case] Unable to lunch Intouch With a Particular Account

Testing different deployments. Originally deployed in a client session (application was unstable) Now trying on a terminal server. Some event occurred that removed a user account from the administrators group while doing a print screen (Rebooted) Now launching InTouch user gets: POP UP: Failed to open intouch application see logger for details. Nothin in SMC. From a different account (account application works) Domain Environment

[ISS Support Case] Alarm issue

Wants to only show current alarms on his window. (May have additional questions)

[ISS Support Case] How To Find System Platform Download

Wanted to know where to find System Platform installation media

[ISS Support Case] How to create a ack selected button in an Industrial Graphic

[ISS Support Case] Application Converting and Transporting

Im running 2017, I do not believe I have that particular application, at least I did not see it. In any case I need some assistance opening the archives.

[ISS Support Case] Missing a NAD Master

NAD error when trying to open WM. Has an application 2014 (appears to have been previously set up for NAD) but there is no engineering station. System has been offline for an undetermined amount of time. There are two clients each with a directory in C drive labeled NAD that has application seems missing the engineering machine.

[ISS Support Case] Missing a NAD Master

NAD error when trying to open WM. Has an application 2014 (appears to have been previously set up for NAD) but there is no engineering station. System has been offline for an undetermined amount of time. There are two clients each with a directory in C drive labeled NAD that has application seems missing the engineering machine.

[ISS Support Case] Opening app template results in resolution prompt

Logged in to development server (IDE) tried to open view app Getting a prompt that "The application was made in 1920 x 1080 (1536 x 834)" Checked resolution in display settings (its 1920x1080) New PC has never happened before. This is a virtual machine

[ISS Support Case] Imported application unknown version

Standalone InTouch tried to import an application but it's listed as unknown. The application is not telling what version it is. Needs to figure out what version it was developed in. Currently running. Currently on 2014 R2

[ISS Support Case] Application Deployment Guidance

In intouch if you have an operator who needs to access an application. Is that done from WV or Window Maker? How would that be set up with so that an operator can access screens. Not seeing the application in Application Manager

[ISS Support Case] Auto Start an InTouch Application

Would like instructions for getting this configured. Windows 10 Client.

[ISS Support Case] Where to download 2014 R2 SP1

ITAppVer utility specifies version 2029, where to download.

[ISS Support Case] Failed to open InTouch application on an Existing Development System

Having trouble with a modern application 2017 U2. Has been editing this application for a while now (no issues). For some reason it will no longer open in Window Maker or WV. Application acts like it's opening but does not do anything. Checked for Appedit.lok but it did not exist. Now ready to export screens to the client application and this trouble started Sees opening RPC SCADA (popup) and then nothing. Issue started when the client disconnected from the process network. due to some work being performed overhead. Remote connection not possible

[ISS Support Case] Failed to open InTouch application on an Existing Development System

Having trouble with a modern application 2017 U2. Has been editing this application for a while now (no issues). For some reason it will no longer open in Window Maker or WV. Application acts like it's opening but does not do anything. Checked for Appedit.lok but it did not exist. Now ready to export screens to the client application and this trouble started Sees opening RPC SCADA (popup) and then nothing. Issue started when the client disconnected from the process network. due to some work being performed overhead. Remote connection not possible

[ISS Support Case] 2014 license

update or overwite

[ISS Support Case] Running InTouch Application Throws Database Error

Have a node running window viewer. On a specific page of an application describes a pop up saying : Database error - call technical support They Mix materials, when they transfer / drop material. They write to SQL for that batch. Remote support not possible

[ISS Support Case] New Installation Does Not Launch Application

New Machine installed 2014 R2 SP1 & P02. Goes to open application and gets: failed to open application see logger for details. SMC warning: WWCDI : error encountered impersonating archestra error boot strap was not running

[ISS Support Case] Unable To See Historical Alarms

Remote alarm client unable to view alarms

[ISS Support Case] Unable To See Historical Alarms

Remote alarm client unable to view alarms

[ISS Support Case] Purge Utility Unable to Connect to Database

Alarm purge utility set to run as a service, but when its time to run a purge, the utility is unable to connect to the DB to do it

[ISS Support Case] Purge Utility Unable to Connect to Database

Alarm purge utility set to run as a service, but when its time to run a purge, the utility is unable to connect to the DB to do it

[ISS Support Case] Unable to Connect to Provider

One specific alarm client is unable to connect to the DB logger manager

[ISS Support Case] Unable to Connect to Provider

One specific alarm client is unable to connect to the DB logger manager

[ISS Support Case] Spaces Change to Underscores After Migration

After migrating an application with spaces in the names of the windows, by design, the window names were replaced with underscores. This broke scripting references to the windows

[ISS Support Case] Spaces Change to Underscores After Migration

After migrating an application with spaces in the names of the windows, by design, the window names were replaced with underscores. This broke scripting references to the windows

[ISS Support Case] Locating AVEVA Products on GCS

New to wonderware and difficulty locating items on GCS Recently purchased consignment license, would like to download core products, communication drivers and edge

[ISS Support Case] Issues converting 7.11 app to 2020R2

corrupted database

[ISS Support Case] OSI Pi interface done

OI Gateway not running - Activate (auto start after reboot)

[ISS Support Case] Security Central Inquiry

Wonderware last (earliest) is ww16-001. (page 80). Download excel eariest one is ww21-038 page 10. How do I get page11-80 in excel? the archive begins ww108-109 through ww015-058. but missing ww21-037-ww108-110 in any excel I can find.

[ISS Support Case] Needs InTouch 2020 R2

Trying to access Intouch download has an image of version info 20.1.0005000.1121.1957.1 Always contacts ISS to locate the product

[ISS Support Case] Button Fonts show gibberish when clicked

[ISS Support Case] appedit.loc Application cannot be edited, [node] is editing this application

Error: "Application cannot be edited, [node] is editing this application". This error message is displayed in a dialog box when trying to open an InTouch application in WindowMaker. Another node is editing the application, the application was copied while it was being edited, or WindowMaker crashed when the application was last edited. When an application is opened in WindowMaker, a file "APPEDIT.LOK" is created to indicate that the application is being edited. This file is deleted automatically when WindowMaker closes normally. If WindowMaker crashes, the file may not be deleted. Delete the file "appedit.lok" from the application directory. InTouch 10.1 Windows 7

[ISS Support Case] install questions and mbtcp and licenses

com driver pack for MBTCP and copy aacfg from old license questions (include manual and xml split and list of activated license) Change Network Account

[ISS Support Case] Dealing with ItemErrorCountAlarm alarms in Alarm Viewer

Direct email: ...One question: They keep getting ItemErrorCount alarms they can't clear by ACK'ing the alarms, which does clear all the other alarms. What causes these and is there for them to not show up at all in the alarm viewer, or is there a way to clear them. The operators are saying they're a nuisance...

[ISS Support Case] Licensed Intouch Application Will not launch

In process of Converting Windows 7 to Windows 10 OS Wonder from 2012 -> 2020 at the moment looking at Enterprise manager - sees development license activated Trying to open the project under application manager will not launch

[ISS Support Case] Licensed Intouch Application Will not launch

In process of Converting Windows 7 to Windows 10 OS Wonder from 2012 -> 2020 at the moment looking at Enterprise manager - sees development license activated Trying to open the project under application manager will not launch

[ISS Support Case] InTouch resolution issues

only thing to try restore from backup abd maybe "ScaleForResolution=0" set in the INTOUCH.INI file.

[ISS Support Case] InTouch resolution issues

only thing to try restore from backup abd maybe "ScaleForResolution=0" set in the INTOUCH.INI file.

[ISS Support Case] Unable to Launch Windowmaker

Windowmaker cannot acquired a license. "Unable to read Intouch license file"

[ISS Support Case] Unable to Launch Windowmaker

Windowmaker cannot acquired a license. "Unable to read Intouch license file"

[ISS Support Case] blank screen

IT version 2017.3.101 lic manager vers 3.6.000 on both CC1 and CC2 ---needs all nodes reserved as differing license counts see oppy 103339

[ISS Support Case] ShowGraphic With Transparency

Can you make the ShowGraphic border transparent or less visible

[ISS Support Case] Alarms not showing in managed application

Alarm History working fine, but live alarms do not. They show on the GR node, but they do not on the thin clients. Started after a power outage where the servers rebooted. InTouch 2014 R2

[ISS Support Case] How to change a custom property from within InTouch or another graphic

How to change a custom property from within InTouch or another graphic

[ISS Support Case] Questions about alarm purge utility

US Navy Intouch 2014 R2 SP1 SQL Server 2012 cant connect purge - test connection fails

[ISS Support Case] Launching View Results In /ww_Heap_Release Internal Error

: If I launch WindowViewer, it all works fine. But, if then I close the Application and then go to open it again in WindowViewer, I get the following error: Internal Error: UNKNOWN /wwHeap_Release( NULL ) Continue? Appears to be related to TopServer Once Stopped application launches successfully.

[ISS Support Case] Unable to activate development license

Trying to use a development license for InTouch 2020. Thinks the seats have been used up. Is there a way to check up on the current license activations Scotland

[ISS Support Case] 2017 Installation Guidance CNA Questions

First time going though installation process. Seeking installation guidance Not sure how to answer the User and Password for Off Node question. All HMI workstations are Stand Alone and have SMC. Main WW application is on the server and if changes are made to the program my HMIs will update with the latest copy. If server goes down, HMIs run off of the local copy on the workstation.

[ISS Support Case] latency Intouch 2017 17.3.100

NMXSVC engine 32761 is unavailable. please restart the engine nmxcallback datareceived to local engine failed with error 0x800706be

[ISS Support Case] 10.1 supported on 2019

customer that is running version Intouch version 10.1 on Windows server 2008. They are upgrading to Windows version 2019. Will Intouch version 10.1 run on Windows server 2019 or will they have to upgrade to a newer version of Intouch?

[ISS Support Case] Failed to acquire license after keyboard replacement

Have a WONDERWARE 2014 running on Windows 10. Been running for months. Had a hardware issue keyboard has been replaced. Getting failed to open intouch application see log file. Getting failed to acquire a license.

[ISS Support Case] warning: Need to run DB.exe and file rd line 430

Intouch 17.2 cross ref crash and now run db.exe when windowmaker needed to delete appedit.loc corrupt appy

[ISS Support Case] No Intouch Alarms

Upgraded a node to 2014 R2 Sp1 and alarms disappeared

[ISS Support Case] Suitelink Network Latency. Slow performance and lots of Suitelink Suspend / Resume messages in SMC

We have archestra Intouch we are seeing some suitelink suspends in the logs. Previously worked on the issue getting pop up at times that locks up the system for few moments. Applied registry settings from SR 63511163 and 103175302. Anything else we can do? Plans to upgrade to 2017 or 2020

[ISS Support Case] InTouch application locks up on IO server disconnect - follow up

Ref SR 960147221/ Ticket 80635 would like to submit a follow up question on SR 960147221. "I found an issue that was causing a majority of the lag. However, even on bare metal, there is additional slowness in 2020. When switching areas that are showing increased slowness Messages in the SMC begin appearing about non-encrypted communication. Everything 'works'. Reducing number of access names clears up messages. Could it be possible that Im just trying to connect too many things and there is a time out delay there? Would it speed up if I connected un-encrypted? Is there way a to disable secure and go back to the old unsecured way for testing? Would like to temporarily disable encryption or force connections. I would like to leave security SMS on and use it for everything other than suitelink."

[ISS Support Case] InTouch 2012

I am replacing an offline PC with windows 7 pro and Intouch 2012 (version 10.5) to a new PC with windows 10. At this time I would also like to update Intouch. I have seen a few versions of Intouch in the software downloads, and I am not sure to which I should update. Which is the latest version of Intouch HMI and is there compatibility with Intouch 2012 so that I am able to update the HMI that we are currently using? Additionally, I know there have been changes to licensing and have a few questions. I have a development license available to me that I can use but have not yet activated. The old PC probably has the old type of runtime license; would there be an issue with porting this license to the new PC or would the licensing method need to be updated with updated software? Further, at this time, I will likely be developing directly on the PC to be commissioned, is this acceptable and will I be able to move the license to my personal laptop once I am finished?

[ISS Support Case] Graphic Not Available occurring often on deploy

attached is a screenshot of our issue. The past few days, on deploy, many different graphics are not available. Opening the screen to edit the graphics shows them all there and it seems they change per deploy. This has always (very infrequently) happened, but it's really common the past few days and I've had trouble even getting a non-broken deploy.

[ISS Support Case] .net data grid wants to set to windows authentication

scripting for windows authentication

[ISS Support Case] Intouch not able to run

[ISS Support Case] Memory Message When Launching Windowviewer

Gets a message from Memory Manager saying "Your system my be running low on memory" when only half of the machines memory is used.

[ISS Support Case] Newly Added Real Not Working In Intouch

Question :Trying to add in an analog value to an existing application: but its coming in to the application as a zero. Set up an IO real in the tag name dictionary not sure why its not working . 2014 R2 SP1 communicating with DASABCIP. Using IDE to edit tag based InTouch.

[ISS Support Case] alarms are being acknowledged automatically

alarms are being acknowledged automatically what acks an alarm below is a simple list: 1. ack by a script or button 2. ack by selection in the object and ack 3. use the return to normal check box 4. distributed alarms and someone or a script on another pc can ack look in the applications directory in the file Intouch.ini The listing for RTNImpliesAck=0 turns off the return to normal implying acknowledgement.

[ISS Support Case] InTouch Alarms Stop Working After a Reboot

Upgrading wonderware apps to 11.1 done about 15 no problems. One app we just did recently started acting weird, after the thing has been on for a couple minutes it doesnt update the alarm screen. Just says update incomplete Affects both historical and real times alarm Nothing really in the logger just says alarmmanager disconnected. Has not applied P02.

[ISS Support Case] Unable to Open Windowviewer

"Unable to download NAD application" when launching windowviewer

[ISS Support Case] TSEGetClietNodeName 15 Character Limit

We have intouch 2014 R2 SP1and are connecting to a mobile HMI running a session. Using method TSEGetClientNodeName and returning only 15 characters of the Node Name. Is there a work around for returning the full Node Name. Node Names are around 16 - 20 characters

[ISS Support Case] Error When Launching Windowviewer

Your system may be running low on memory message when launching Windowviewer

[ISS Support Case] Window Maker Crashed Error Need to run DB.exe

Was in Window Maker yesterday and it crashed. Now trying open the tag name dictionary gets an error : (pop) need to run db.exe Nothing in the logger when triggering the error. 11.1.191.102

[ISS Support Case] Need 2020 InTouch

thought we had a copy of 2020 somewhere, but I cant seem to find one. Is there somewhere I could download it? Or does it require a DVD? If so is there a cost associated? I can go back through the support channel if needed.

[ISS Support Case] License Warning in SMC

SMC states "The current license doe not allow multiple versions of the same server to run. Please ugrade to a Professional level license or higher"

[ISS Support Case] 21H1 support for InTouch 2020

21H1 is not officially supported but I would install and try at least the demo app.

[ISS Support Case] Question Regarding Replacing a Computer

Site had a node go down and needed information on how to proceed to replace it

[ISS Support Case] Is 2020 R2 SP1 compatible with Windows Server 2022

[ISS Support Case] cant acquire license

3.5.1 version of license manager Intouch 17.0.18 customer needs to upgrade to 3.7.002 but needs his licenses from Dean Walde FIRST

[ISS Support Case] Looking for assistance creating a managed app

Looking for assistance creating a managed app

[ISS Support Case] Unable to Use DB Dump

DB dump doesnt enable for selected application

[ISS Support Case] Unable to connect to database

Getting message in SMC log viewer: Unable to connect to database for the component wwalmlogger

[ISS Support Case] Unable to access date time functionality in MEMOLE

Error message states "Error processing date time on create access" when trying to access MEMOLE

[ISS Support Case] Method or TN for Importing Smart Symbols In A New Application

Working with Intouch 2014 problem created a new application (had one that was working) imported smart symbols in a new application (converted with local tag) imported screens imported tags first New symbols if you click the new symbol to edit does not work gets a pop up: not part of the smart library (something like that)

[ISS Support Case] Windows on which alarms are displayed blank out for a prolonged period when those windows are opened.

Windows on which alarms are displayed blank out for a prolonged period when those windows are opened.

[ISS Support Case] Unable to communicate between 2 different Intouch PCs

Getting encrypted suitelink message on the problem PC

[ISS Support Case] Resolution changed on application

[ISS Support Case] How to make alarms be captured automatically when a PC is turned on?

The client wants to ensure that alarms are being pushed to the database when possible.

[ISS Support Case] Modern application

The client has a published modern application. They no longer have the original and they need to open it to make a small change.

[ISS Support Case] Unable to Open Windowviewer

WV could not acquire a license

[ISS Support Case] Looking for WSP 2020 Download

Latest listed on the site is 2017.

[ISS Support Case] intouch locks up

After client has run for a while (could be a day or longer) when user attempts to log on within intouch, the application will lock . the only way to get out of it is to reboot the computer. migrated application to 2020 R2 SP1. the best indicator that this could occur (has the several times I have tried it) is that I see a message repeating in the SMC - webclient.logger effor in checking website availablity

[ISS Support Case] Installed 2020 R2 SP1 OI Servers Missing From SMC

Installed new version of software 2020 R2 SP1 Opened SMC no OI server (previously using oi in 2017)

[ISS Support Case] Installation Issues 2017 Splash Screen Flash

Installation question upgrading a 9.5 to InTouch 2017 on a Windows 10 system. Has previously copied DVD contents to an external drive and has never had an issue. On these new systems he launches the application which only opens a splash screen briefly or will not launch. Dev box - splash screen issue Runtime - Ran installer (required .Net 3.5) installed .NET on both systems and ran windows updates to fully update the system. Now neither one will get past splash screen. Has 2017 U3SP1 21H1

[ISS Support Case] What is the difference in the way you view alarms in the 2020 R2 version?

The client has upgraded from 10.1 and has some questions around the differences in the way alarms are viewed.

[ISS Support Case] Unable to Launch Windowviewer

License cannot be acquired

[ISS Support Case] RecipeSelectRecipe Script

[ISS Support Case] Needs assisting creating a window.

Client would like some assistance in creating a new window that updates a tag value

[ISS Support Case] OI.ABCIP locks up Application when Running

I have one project when I run it if I activate OIABCIP and OI.SM I can navigate the application. If I deactivate OI the I cant move. (Described locked interface).

[ISS Support Case] Migrating an application to 2020

Have customer upgraded old intouch installation. I have consignment license goes up to 17.2 the new software on the computer is 2020 can I migrate with only a runtime license?

[ISS Support Case] No Trend Data

No Trend data in application

[ISS Support Case] Tag count Exceeded

Prompted that the tag count has been exceeded when in fact it has not been.

[ISS Support Case] 2017 License Could Not Be acquired Message

Customer has site with a license could not be acquired messages from licenses server encountered this 4 years ago. Upgraded LM to 3.7 and selected option to end grace period and remove activated license. License is now also locked.

[ISS Support Case] Unable to acquire license

[ISS Support Case] Home Screen Doesnt Open in Windowviewer

Windowviewer isnt opening home screen when first launched

[ISS Support Case] 10.6 App Home Windows not launching Windows 10

Running app on windows 10 (20H2) Intouch 2012 R2 tries to bring up runtime one of my apps will pop up one wont. When the runtime starts home window

[ISS Support Case] Wonderware Alarm Logger Memory Issue

wwalmlogger.exe is taking up excessive amounts of memory. I can't look at settings due to not being able to stop alarm logger. Need some help with this first thing in the morning if possible this is impacting a customers ability to view historical alarms.

[ISS Support Case] Alarms stopped working after upgrading CDP

Alarms stopped working after upgrading the Communication Drivers Pack to 2020 R3

[ISS Support Case] How to configure a pentrend to get data from a remote Historian

The tags are intouch tags ( not app server )

[ISS Support Case] How to disable autocomplete in Wonderware scripting?

How to disable autocomplete in Wonderware scripting?

[ISS Support Case] Upgrading an InTouch 7 Application to 2020 R2 Sp1

Has an old version of Wonderware 7.N needs to upgrade the app to 20. Is there KB article or articles outlining that process

[ISS Support Case] Can two different versions of InTouch co-exist on the same node

Can two different versions of InTouch co-exist on the same node. One version would be 2017x and the other would be 2020x.

[ISS Support Case] Trying to license Industrial PC

Trying to get an industrial PC licensed has license files on it cant remember the path. LM 3.6 This isn't documented anywhere, feels it should update based on the Wizard configuration selection.

[ISS Support Case] InTouch screens are freezing

InTouch windows are currently locking up about once per minute.

[ISS Support Case] Unable to install software

[ISS Support Case] WWHeap_Lock Error

[ISS Support Case] Historical logging error

Historical logging not working on.

[ISS Support Case] Getting an error upon application import

Failed to authenticate network user

[ISS Support Case] NAD Configuration In a TS Environment Assistance

Gets how to set up NAD when sharing across the Network, looking for examples or documentation configuring NAD on a Terminal Server where the directory is defined locally.

[ISS Support Case] Cross Reference Utility Not accurate In a Migrated App

Migrating from 2014 R2 SP1 to intouch 2020 project had animation links tagged with the old server name. They have been changed but cross reference utility still shows server name references on windows that were updated.

[ISS Support Case] Legacy Intouch Installers for Progressive Upgrade

I opened the 7.0 in windowmaker and it converted it directly to the new version. Seems to look ok but I have not connected it to the PLC yet. To perform the upgrade in small steps ie 7 to 9.5, 9.5 to 10.1 etc. Do I need to download windowmaker form each of the past versions. I dis not see a way to direct the upgrade to a specific version.

[ISS Support Case] Converting Managed InTouch to Standalone InTouch for Offline Development

Managed Application Question using 2014 R2 Sp1. Familiar with editing a managed app.. Opens IDE - Edits Application - Launches WM - Closes and deploys Trying to edit offline as a standalone app. Would it be possible to convert a Managed App to Standalone, edit in Window Maker on a development laptop and convert the application back to a managed app? Has an integrator who needs to make changes to the template and does not have access to the Galaxy at his office.

[ISS Support Case] Configuring Multiple Suitlink Connections to aahIOSvrSvc Using Gateway

Trying to expose 2 collections over OPC DA and only one of the 2 work properly. Client has a number of collections coming in through OI Gateway as OPC being historized. Objective is to expose them via suitelink using aahOISvrSvc and the same Oi Gateway. Gateway is installed local to the Historian. Using Matrikon OPC explorer and is able to view tags from one suite link connection but not another. Things to determine OPC server data source local or remote server -

[ISS Support Case] Windowviewer Doesnt Accept User Input

Keypad entry on a Windowviewer screen isnt being accepted

[ISS Support Case] Set Up License

License could not be acquired error.

[ISS Support Case] Development version is earlier than the runtime station

Dev: 2020.1.000 Runtime: 20.1.100

[ISS Support Case] Unable to Install Patch 2

Installation file is prompting for an intouch disk when installing Patch 2

[ISS Support Case] Can you upgrade an InTouch 10.1 application to InTouch 2020

[ISS Support Case] How to convert a stand alone application to modern

[ISS Support Case] Unable to perform DBLoad

Ordinal Not Found

[ISS Support Case] How to Import an Application for Editing In Window Maker

Not much of an issue want to know how to open these files up. Familiar with software from 3.1 days I used it for 6 months. Weird situation integrator at customer site walked off job and need to pick up the pieces.

[ISS Support Case] Needs a development license on a TouchScreen client

The license is currently in use on another PC.

[ISS Support Case] SQL install error

Test environment. SQLPrerequisite: sql server condition not met. Aveva not seeing the SQL version installed.

[ISS Support Case] Trying to move a window to a new resolution

It is not attempting to convert. The window is 1024 X 768 and the client is hoping to convert to 1920 X 1080

[ISS Support Case] Quick Function Script Calls in ArchestrA Symbol / Industrial Graphic Not Working

Converted a screen to an archestra graphic and is unable to call a quick function from it

[ISS Support Case] Looking for options to send hex string to a COM port

Goal is to be able to send a hex string (example 02 1F 20 31 30 30 30 31 03) To a com port of our choosing from the InTouch application during a recipe download cycle.

[ISS Support Case] InTouch alarms show future time stamp

Utilyzing InTouch alarm db logger to store alarms in a database called WW_Alarms

[ISS Support Case] Cloned Drive Trend Stopped working ERROR: WWFILPRO - !Invalid Historical log file path!

Standalone Intouch 2014 R2 Client had a computer with a noisy drive so it was cloned and placed in a new box. Everything works except the Trend (white back ground... sounds like trend graphic / .NET control). Attempts to access the Trend are unsuccessful client described some authentication errors potentially SQL related (historian?).

[ISS Support Case] Launching Intouch Getting Cannot access topic 'N' for Access Name Popups

Has been working recently on OI Core / OI Servers. HMI has communication (its working), however when booting intouch gets lots of errors indicating communication driver is not working. Once acknowledged the application has data.

[ISS Support Case] Error when trying to do a dbload to rebuild an application

DBLoad fails. It is failing when trying to import super tags that exceed 64 members: 64 members supertag limit exceeded. 11.1.19102

[ISS Support Case] Touch Screen functionality not working in app

[ISS Support Case] Double Click Event Not Working as Expected

ActiveX Event issue: has an alarm view control on screen set for historical alarms - a click event set to grab the description - a double click event so when the alarm is acknowledged it updates / maintains the description Single click - Grab description Double click - Supposed to acknowledge the alarm and display the description (but nothing is happening) column is blank. Alarms are being simulated by bits in PLC Tested with an internal bit and the behavior is the same

[ISS Support Case] Unable to activate license the license is currently in use

Trying to activate one of two licenses but getting 'the license is currently in use error' Using Application server 17.2 License Manager 3.3

[ISS Support Case] How to auto start Intouch on Windows 10

Currently uses InTouch Application manager to launch the application but in the end wants to auto start intouch. Does not want operator to have access to application manager.

[ISS Support Case] Unable to Open Windowmaker

Windowmaker is unable to acquire a license when launched

[ISS Support Case] Unable to Migrate Application

Migrating an application from 10.1 (best guess) to 2020 and is unable to import screens

[ISS Support Case] Moving an Application Between Nodes

How can you move a stand alone application between nodes

[ISS Support Case] Can't not see alarms

Can't view alarm. Updated from 2014 to 202R2

[ISS Support Case] Access anywhere gateway error

Access anywhere gateway not starting up. The client had an expired certificate.

[ISS Support Case] How to OS Security Implementation

Client is requesting assistance setting up security. I need to setup security on 4 computers for a client. I have never done this and since the system is running, I would like to make sure that I do it correctly. I would request a WebEx so we can do one of the systems online

[ISS Support Case] Application Inadvertently Scales Resolution with ScaleForResolution=0

While opening an application the resolution was in advertently scaled. (Selected yes to the Convert Resolution Prompt.

[ISS Support Case] Licensing issue Launching IDE gets Failed to acquire License

Has a VM set up a while back but when Launching the IDE gets failed to acquire a license Pop up.

[ISS Support Case] WindowVIewer screen displays clipped

WindowVIewer screen displays clipped with a portion of the lower and right-hand sides missing.

[ISS Support Case] System Platform Installer Fails

Setup.exe throws the error "Archestra data store failed to start" during installation

[ISS Support Case] Unable to automatically install the prerequisite Microsoft OLE DB Driver for SQL Server

issue Cordis was just purchased by another company (getting new laptops) needs to convert 2012 to 2020R2 SP1. trying to install 2020 R2 SP1 (zip) getting an error during the install : Unable to automatically install the prerequisite Microsoft OLE DB Driver for SQL Server (x64)

[ISS Support Case] Update use count is not accurate

Trying to delete an access name in a managed intouch application. Getting a message that there are still tags associated with that access name. Update use count is not accurate and displaying inaccurate data

[ISS Support Case] Alarm Sound Doesn't Play

Alarms are set to play a target .wav file on alarm and does not from the terminal server nodes

[ISS Support Case] Intouch Import Question

Q1: Is there an easier way to change from published app to modern app. Not possible with Arhcestra Graphics Q2: How to Import into modern application. Will not working with Archestra Graphics but will with Old style standard Intouch Graphics

[ISS Support Case] Unable to find Application Fresh Install - Application list is blank

Build 21H2. Fresh install, I go to find an application from application manager and it does noting.

[ISS Support Case] Recipe Names Are Cut Off In Narrow Column Format

Displayed recipe is too narrow possible HF 1630068?

[ISS Support Case] Possible "Else If" Limit

In a nested ElseIf statement, adding the ~60th elseif statement causes the entire script to fail with "Expected ENDIF (Line: xxxx Col: xxx)

[ISS Support Case] Security Implementation Put a Login Button On The Top Of A Screen

Is there a way to put a login button on the top of the screen?? Not going into security and such. Please advise and thank you

[ISS Support Case] Unable to Find 2017 Update 3

Unable to find download on the Aveva site

[ISS Support Case] Unable to Open Application

Failed to open application, see logger for details

[ISS Support Case] SQL Compatibility with Windows 10 Build

Wanted to check is SQL Express 2014 was compatible with Windows 10 1909

[ISS Support Case] Dynamically control Window Viewer Visibility Features

Is there a way to control the control menu in the view (during runtime) based on access level Basically would like to change control menu accessibility via scripting. Would like to do this dynamically Personal Project

[ISS Support Case] Identify Each HMI

Just want to verify how to identify each HMI that exists in the system

[ISS Support Case] License Upgrade Inquiry

Question about updating an old 2012 License

[ISS Support Case] Unable to Launch Windowviewer

New install of Intouch cannot launch Windowviewer. Unable to acquire a license

[ISS Support Case] Intouch Questions

Is there to find a specific tag inside your application?

[ISS Support Case] High Memory usage

Working on a time to jump on a remote session

[ISS Support Case] Telemetry Q3

We are having trouble with OPC time formats. We want to read some system tags like LastPollTime , which are a Time data type, but the time shows incorrectly in Object Viewer. Both the timestamp and the time value are off when displayed in Object Viewer.

[ISS Support Case] Resolution issue

[ISS Support Case] Graphic not showing up correctly in runtime

[ISS Support Case] Intouch Questions

Backing up and copying a project

[ISS Support Case] Looking for a download link for SP 2020

The client is looking for a download link for SP 2020.

[ISS Support Case] Unable to import a modern InTouch application

Unable to import a modern InTouch application.

[ISS Support Case] Some IO is not working

The client has 1 redundant partner down and the other is only getting partial connectivity.

[ISS Support Case] Failed to deploy

Invalid credential, new install.change platform name now before getting error.

[ISS Support Case] Disabling Sentinel Services and Log Message Establishing connection for mode: Never

If I disable Sentinel Install Manager Service, Sentinel Console Service and Sentinel Agent Service all repeating messages stop except Asb.Watchdog Establishing connection for mode: Never. Is the Watchdog needed and can I prevent that alone from starting? Is there any negative impact due to the Sentinel Services being disabled? How upon installation can I prevent this in the future? 2020 R2 P01

[ISS Support Case] Password force expiration assistance

Using Intouch Security objective is to try and implement enforce password expiration and uniqueness.

[ISS Support Case] After a power outage licenses are not working

System has been up for several months. Recently suffered from a Power outage. With power restored Licenses do not appear work/ Product does not launch TS opens View, Gets pop up - This intouch application could not acquire Read/Write license for Remote Desktop Services client The License Server is on a Historian LM version unconfirmed. Has 5 thin client licenses however AVEVA said the current license are not for RDS in SR 960203155. Client was provided a .LOC If this is the case why was this working previously? 2020 R2 P01

[ISS Support Case] OI MBTCP Connectivity issue New Installation

MBTCP OI server not communicating. Has some AB micro 800 he needs to add to application. MBTCP is set up and partially working with some other components but not the new end devices. - Appears to be complaining about a license - demo mode Should some features work despite being in demo mode? CDP 7.2.0 2020 R2 downloaded Follow up Q: When I create a tag to connect to PLC via MBTCP (40001.1) how would that be referenced in Intouch The south parkway WTP in Huntsville

[ISS Support Case] License: failed to acquire a license to enable the Development Studio configuration system

View only license Failed to acquire license error when trying to launch IDE to launch.

[ISS Support Case] SQL asking for Port number

Client is constantly prompted for a port number for SQL.

[ISS Support Case] Not seeing any values for tags in SMC

Connected to PLC Cannot see device roots in diagnostic ABCIP Tags showing red 0001b No data for values in wwclient

[ISS Support Case] Changes made on one thin client to a combo box are not reflected on the others

The client has 6 thin clients and changes made to one are not reflected on the others. The changes made are being captured to either a database or text file.

[ISS Support Case] Intouch, SQL Error

8-4-2022: Initial E-Mail sent. Having issues getting modern InTouch apps to open or create new in windowmaker. The logger says SQL Server related issues.

[ISS Support Case] NOt updating across pcs

1.SErvr running 10.1 6 thin client discrepencies between operators. INtouch not updating between pcs

[ISS Support Case] Tag Array

When I try to add a tag in an array, it is rejected. The Siemens Tags for the array are as follows: SFPS_SZ_RT[0],SFPS_SZ_RT[1] and so on, how do I add them in correctly??

[ISS Support Case] Galaxy Node, Certificate error

8-4-2022: System Management Server, Not connected to the same system management server as the system galaxy node. "Certificates not matching." But, they show as the same, matching set.

[ISS Support Case] configuring ABCIP

Client needed assistance in configuring ABCIP after upgrading from 2014 to 2020R2

[ISS Support Case] Alarms did not show on the Intouch Client PCs

We have an application developed by a Vendor and in this app have an Screen to show the Alarms on the PLC and the System. If i run the Intouch app on my IDE Server it show the alarms but if i deploy this on the Client PC's this does not show any Alarm Attached is a zip with the pictures from the IDE and the Client PC

[ISS Support Case] Unable to write to file

error: could not load library wwsql.dll

[ISS Support Case] System Platform, Deployment issue

8-8-2022: Deployment status "is not changing whenever object is assigned and deployed."

[ISS Support Case] Intouch errors

NET Frame 2.0 Windows 10, Intouch 10 and 12, Both did not work. Microsoft Error: 0x80072F8F.

[ISS Support Case] Historical alarms not showing up in WindowViewer even though the display shows connected

Historical alarms not showing up in WindowViewer even though the display shows connected

[ISS Support Case] Offline Activation

8-8-2022: Secured machine, Cannot put consignment license, inside license manager. Due to the system being offline. .LOC file for license. Advising to do and Offline License Activation.

[ISS Support Case] Unable to Create an Application

An item with the same key has already been added

[ISS Support Case] Application Specific Configs Use Which WIN.INI file in an TSE, USER or System

Direct email: . I wanted to clarify which WIN.INI file multi monitor settings need to go in. Do recall that this is on a Server w/ThinManager and 5 total runtime clients. Only clients 1 and 5 use multimonitor. With that, does adding these settings to the WIN.INI file in C:\WINDOWS affect all 5 of the runtime applications? If so, should I only put the settings in the local user WIN.INI in C:\Users\[username]\Local\Wonderware\? I ask b/c I thought that I read somewhere that the C:\WINDOWS location serves as global settings for all applications; whereas, the user settings are user/app specific

[ISS Support Case] Filtering alarm question

Way to filter alarms only at plant level

[ISS Support Case] View App Crashing

8-10-2022: View.EXE, Windows Error 1001. This issue has been persistent, after upgrading view app crashes at idle or when being used. Customer ran Software on a VM and it worked great. The Two PC's that they're using, originally were cluttered and the CPU usage was at 99%. Now, The issue seems to be an installment error.

[ISS Support Case] Customer needs help with assigning new server and activating license offline

Computer is not connected to internet Missing license server from interface Assigning new server license server was there when the product was installed sent the computer to the client some how the license server was removed. Tries to add server gets an error.

[ISS Support Case] Unable to Open Modern Application

When launching modern app, Intouch throws the message "check logger for details"

[ISS Support Case] InTouch options for database connections

I have a few different questions regarding Intouch/WW that I would appreciate resources for. I am traveling and away from the machine that I am developing, so I wont be able to try anything or get any more screenshots, but I would just like to get a better idea of what is available. I believe I am using 2020R2SP1 5- What capability is there for database connections? MySQL, SQL, Postgres

[ISS Support Case] Configuring InTouch as an OPC UA Server How To

I have a few different questions regarding Intouch/WW that I would appreciate resources for. I am traveling and away from the machine that I am developing, so I wont be able to try anything or get any more screenshots, but I would just like to get a better idea of what is available. I believe I am using 2020R2SP1 1- How to properly use the OPC-UA driver for Intouch/WW (screenshots below) I am trying to connect to a raspberry-pi -like device that is set up with OPCUA server capabilities I can ping it and reach it with UaExpert I tried each security policy, but I believe it should be None for what we have set up

[ISS Support Case] Email Alert Options for InTouch 2020R2 SP1

I have a few different questions regarding Intouch/WW that I would appreciate resources for. I am traveling and away from the machine that I am developing, so I wont be able to try anything or get any more screenshots, but I would just like to get a better idea of what is available. I believe I am using 2020R2SP1 2- What capability is there for sending email/text type alerts? I saw some forum posts using scripts, is this the best way?

[ISS Support Case] Using InTouch Web Client Feature How To

I have a few different questions regarding Intouch/WW that I would appreciate resources for. I am traveling and away from the machine that I am developing, so I wont be able to try anything or get any more screenshots, but I would just like to get a better idea of what is available. I believe I am using 2020R2SP1 3- I was unable to use the web client feature from Windowmaker It appears enabled in Application Manager; I can enable/disable it there The application Im editing is old but updated to 2020 I dont have a screenshot of the error message

[ISS Support Case] database not reading

add plc node database not reading da server tags are there when looking in plc In window maker needs indicator to come on screen and will not change state. OPC Factory Server 3.5.0.2909 -> FSGateway 3.0 Sp2 -> Intouch 2014 R2 Model Number CPU 3420 Schnider Electric M340 Firmware of End Device 2.7 All the other PLC are quantum and using MBTCP references.

[ISS Support Case] Dev Updates Are Not Applied On a TP

Remote Support not possible. Had to add some alarms (change some text) Topology: Server 1 (alarm provider) Server 2 Server 3 (simulation server) 2 TP PC HMI Not using NAD not TSE. Uploaded project on Server 1 and it automatically updated on server 2 and the simulation server (the development changes were visible). Uploaded project on TP not seeing updates. Each TP has its own copy of the project which was updated by deleting the project and finding the updated application. Changes are not visible. Provided .LOC client opened WM locally (sees tagname changes in dictionary) returns 22nd.

[ISS Support Case] Unable to do a dbload

64 member supertag has been exceeded.

[ISS Support Case] OI gateway not updating values

InTouch OI gateway 3.0 gateway will connect to remote OPC server never updates value errors: didn't receive initial update of value

[ISS Support Case] High CPU usage with Alarm Client Control (EAC) since upgrade to 2020 R2 SP1

4 different plants using same alarm client. At one of the sites whenever an alarm comes in CPU usage hits 100% (resulting in lag 10 - 15 seconds) 15 - 20 clients on this TS Managed application, using galaxy references. Increased CPU usage issue is affecting LIVE alarms. All sites running 2019 all running same Microsoft Updates. Upgraded from 2017 U2 to 2020 R2 SP1. Was previously using Active X control moved to .NET EAC. (Whole new VMs) Reverted to Active X Alarm Window was always up on all the clients.

[ISS Support Case] License Not Found

8-15-2022: License Failed to Validate/Find. When deploying the Galaxy from the IDE, the error, "Failed to acquire a license to enable system platform to run" but, the license is active on the License Management console.

[ISS Support Case] Intouch Client lost license configs gets server config file is not in proper format

Using a Remote license server, product does not launch. opens configurator and in the section where the license server is defined is getting "server config file is not in proper format" it appears to have lost its previously configured settings. selecting the Configure button and gets " Failure to write to file" 2020 R2 P01

[ISS Support Case] I/O-Server Communication Issue

8-16-2022: I/O-Server Communication issues. Couldn't describe greatly in detail what's happening. Has Thin client, alarms work with tagname's but, when PLC's try to communicate, there is no good connection.

[ISS Support Case] Application not viewing all screens

open application. 6 screens. only two populate. windows maker when trying to open says "the same application is being edited by another session can not edit this application." power outage errors: windows 2014

[ISS Support Case] General License Activation Questions

Licensing questions - working on a project, in an effort to get going site purchased software directly from AVEVA. Signed up as System Integrator (was previously using sites licenses) Needs to return their licenses (rehost) move them on to their (sites) servers. (AIR Gapped System) what's the procedure to rehost or re-add them. Questions for getting SI licenses on the machine.

[ISS Support Case] OPC UA Support On 2014 R2 SP1

Is it possible to connect to OPC UA server. The add OPCUA option does not appear in FSGateway configuration tree.

[ISS Support Case] Problems creating Database and upgrade information

Trying to create database SQL2014 Connection Failed: Please check the user name or password. Does not remember password for sa connection to service succeeds Error: User "(null)" does not have sufficient permission to create tables/database.

[ISS Support Case] Getting a popup message:

A valid license could not be acquired from the license server.

[ISS Support Case] Swapped HDD Grace Period Expired

Had to move HDD out of a SCADA system they were using (lightning strike). Now that it's moved to another box grace period has expired. Needs gpec asap.

[ISS Support Case] I/O not connceting to PLC

Nothing showing in app

[ISS Support Case] Lost communication with application

Processor update(1756-l82e) and lost communication

[ISS Support Case] Wonderware OPC Data Issues

Wonderware 2014 R2, trying to establish OPC communications with OPC Server on same PC. Have Matrikon OPC explorer installed on server and can see source data. Can browse OPC Server via SMC however can't get good quality data out of the OPC server. Need to schedule a call to access the client system.

[ISS Support Case] Upgraded to 2020 from 2017 Not Seeing ABCIP

2017 to 2020 intouch upgrade applied license looks good, in the SMC not seeing ABCIP.

[ISS Support Case] Alarm DB Logger Doesnt Collect in Run as a Service Mode

When attempting to run as a service, the alarm db logger doesnt store anything

[ISS Support Case] How to configure InTouch as an OPC Server

DA or UA ultimately trying to retrieve tag data remotely from an InTouch workstation (2014 R2 SP1).

[ISS Support Case] Intouch User Audit Trail

Is there a built in audit trail that can be used to track a user login and actions they initiate on the HMI and when they logout? If not does Aveva have a recommended software that works with InTouch?

[ISS Support Case] Unable to DB Load

DB Load doesnt complete and fails with an error message we cant reproduce

[ISS Support Case] Exceeding Tag Limit

8-25-2022: Windowmaker, "Exceeded dictionary limit of tags" Last DBDump had 3,200 Tag's. Tag Server has about 7,000 Tag's.

[ISS Support Case] Intouch Application Migration

8-25-2022: Application to export to version 2017. (InTouch) Graphics are showing black when application is running. Client can upgrade to 2020.

[ISS Support Case] Cant open a project

[ISS Support Case] Partner not Available Error

Partner not available after windows update

[ISS Support Case] Intouch

Establish connection dde to excel

[ISS Support Case] Intouch P01.

8/30/2022: Application Server 2017 update 3 SP1 Patch 01

[ISS Support Case] Archestra Data Store

8/30/2022: Archestra Data Store stops (PCS) Randomly. HMI does keep working but, when trying to update or deploy new object the Archestra Date Store Error Is received.

[ISS Support Case] IMport/export scripts and quick function

WAy to import scripts

[ISS Support Case] ABCIP Micrologix

NOT SEEING THE ALARM Absip da server 5.0.0 In touch 10.1.300 Micrologix 1400 has failed

[ISS Support Case] Unable to connect to the SQL s

Can not connect to sql server after migration

[ISS Support Case] License Manager

8/31/2022: Enterprise License Manager Access Denied.

[ISS Support Case] Seeking InTouch Component Installation Guidance

Unable to explicitly confirm but it sounds like the objective is to install Window Maker and Window Viewer on a TP

[ISS Support Case] Track Object Clicks

Can clicks on an object be tracked

[ISS Support Case] 2014 Application Not opening

9/2/2022: -Intouch Version 2014. -Not opening. -Standalone Application.

[ISS Support Case] Importing Image to a bit map container is not working for some images

Trying to import graphics, drew a bitmap object on the screen. Tried to import images - For some gets unsupported image file type. Client drew a 3-D model of the facility using a google application and exported the images. They are all jpg files exported the same way. Of the 7 images 3 import with no issue 4 do not. Interestingly the ones with an issue are smaller in file size that the working images.

[ISS Support Case] GR Node Unable to deploy

9/2/2022: -2014 R2 -GR Node not able to Deploy -Error Message, Platform cannot be deployed while the GR platform is not started.

[ISS Support Case] Unable to Use Multiple Monitors

After migration, Windowviewer only spans one screen

[ISS Support Case] Windowviewer Stalls

After upgrading from a version 10 build, Windowviewer stalls every couple of minutes. Goes from "Not responding" then recovers

[ISS Support Case] How to XMl license Activation

How to activate a license the product

[ISS Support Case] Looking An Easy Way To Add An Existing Tag In Historian

Not sure the tag was ever added it exists in the database.

[ISS Support Case] Terminal Server Set-Up

9/7/2022: -Intouch Version 10 -2020 Version -Redundant Server, Wanting to view client's machine. -Terminal Server's

[ISS Support Case] OPC Communication Not Restored Undetermined Issue

2017 U3 SP1 P01 Siemen's PLC's (3 different PLC's) S7 400 S7 300 S7 300 Been running for a month now almost 2 months. Server based set up with Thin Clients. Had an issue with the application initially thought it froze. Had to log out and log back in. Logs indicate OPC communication disconnected but wasn't restored. CDP 2020 R2 7.2.0 Had a power issue yesterday that affected 3 of 5 stations. Today stations 1 & 2 had issues again related to logging out and logging back in. Communication was restored after about 30 min with no direct action by client. Weird thing was that this affected other stations. Seeing logged out and OPC connection failed to start messages in the logs.

[ISS Support Case] Panel PC crashed

9/8/2022: -Contron WW-OIC Panel 15" -Window's XP -Hard drive died. -Need's driver's for network card. -Does not work as a Touch screen, only working as regular PC.

[ISS Support Case] Unable to Install Intouch

Attempting to run installer and the installer requests that application server 2014 p1 be removed

[ISS Support Case] Uninstall Hung Product Does Not Install or Uninstall

2014 R2 SP1 build 1904 Issue :product was installed galaxies were not creating. Client decided to perform an uninstall from the media. Something seems to have broke during the process it froze (left it running) eventually had to hard boot to stop. Now on install installation complains about WIS. Needs to preserve OS and installed programs.

[ISS Support Case] Install Issue

"install can not continue unsupported version of SQL" Has several other machines doing the same thing. Installation is off an old cd.

[ISS Support Case] MLO Repeating Records In Util Table

Calling to understand MLO issue on site. Related to the previous ticket Client called in about at a particular site having repeated records entered in the 'util table' (has some images). Typically see changes of states in the table but they are getting multiple running records back to back and that is not expected behavior.

[ISS Support Case] Unable to Open Windowmaker

Windowmaker cannot acquire a license

[ISS Support Case] OPC Grouping and Configuration

9/12/2022: -OPC Group, -FS gateway. -Control Logix 5000, Emulate. -2014 R2 SP1 -Dynamically meshing two tags for one Template.

[ISS Support Case] Difference Between Modern and Stand Alone

Asked what the difference between the two application types are

[ISS Support Case] MBTCP is not coming in with the correct value in Intouch

The data looks correct in the SMC but not in an InTouch window.

[ISS Support Case] License Activation Error

9/13/2022: -License server manager giving error. -check firewall or ports.

[ISS Support Case] Gets a License Expired Notification But Licenses Are Good

We have 3 HMI that work (in sequence together) HMI 1 2 and 5. We have a license update on 11.14 of this year. But one of the HMI's says it's expired. I restarted the machine and now unable to open WM. looked in primary license server it says license is good till 11.15 InTouch 2017 AVEVA LM 3.7.002 Remote support is not possible.

[ISS Support Case] WindowViewer Frozen, No response.

9-14-2022: -Window Viewer ("in application") -Spinning pinwheel, Application is not responding, may have to wait. -mouse does nothing, No Key's work. -"whited out screen".

[ISS Support Case] Unable to Open Windowviewer

Application Manager icons for Windowmaker and Windowviewer are disabled

[ISS Support Case] Uninstall Intouch Version

Can you uninstall a service pack specifically

[ISS Support Case] Licensing Issue

9/15/2022: -Enterprise License Manager Version. 3.5 -.LIC File -Offline -Say's File is invalid. -Need's customer's License Released because they "lost" the PC with the active license.

[ISS Support Case] OIServer installed But is not Visible In SMC

Trying to install OMRONFINS OI Server spoke to someone who gave him SR 960217326 not sure who he spoke with

[ISS Support Case] Unable to Open Windowviewer

Windowviewer is unable to acquire a license

[ISS Support Case] Issue with InTouch connection to ABCIP

When the operators initially launch the application, the IO connects with no problem. The application will run with no issue. After an undetermined amount of time, the OI Server disconnects and cannot be re-established without restarting the application. The random disconnection, even after the tag DB has been persisted makes no sense to me. Here are a couple of interesting notes--- If I run another instance of the application on the same server, the IO will connect, even while the production PC will not. Also I have other CompactLogix L32E v16.2 PLCs that run flawlessly, but they are NOT deployed, and the OI version is the G-2.0 v7.0.0 (not sure if this makes a difference) This seems to occur every time they user walks away from the HMI for a while and then returns.

[ISS Support Case] Looking for an InTouch 9.5 license

The client has a 2017 version of the license and is looking for a license that will open on older version ( InTouch 9.5 )

[ISS Support Case] Intouch issue

Slow after a migration to 2020R2SP1 from 2014

[ISS Support Case] System Platform Installation

9/20/2022: -Replaced Hard-Drive. -Wonderware 2014 R2. -Installing View Node.

[ISS Support Case] Alarm Client Unable to Connect

A node name was changed and now an alarm client can no longer connect

[ISS Support Case] Computer name change broke SQL

Needs to run the SQL scripts to update the name...etc

[ISS Support Case] After a VM Back Up InTouch is Crashing

App running on server for a long time. Shut it down and took a back up of the VM. Turned on the VM, now not able to open the Window Viewer. Getting a generic pop up 'Intouch Window Viewer has stopped working'. Problem details 'stopped working'. Event Name 'app crashed'. tried restoring a previous version of the application Event Name

[ISS Support Case] Unable to Open WindowMaker

Launching Windomaker produces a "could not acquire license" message

[ISS Support Case] Exceeded Tag Limit

9/23/2022: -Panel PC. -Exceeded tag limit on panel PC. -3k Tag limit license, Has 3,600 tags right now needing a new license.

[ISS Support Case] Migrating Application Walkthrough

Just licensed his system wants to validate application but need to be migrated first. has general questions and want's to validate the process.

[ISS Support Case] Offline Activation

9/26/2022: -Activate license, Off-Line Activation. -License server. -

[ISS Support Case] Deployment Issue Cannot find the target PC OR target PC can not communicate ... using the NIC that is top in the binding order

Trying to deploy to new terminal servers, getting error message on : Error: Failed to deploy HMTS1 : Cannot find the target PC on the network OR target PC can not communicate back to the Galaxy Repository using the NIC that is top in the binding order.

[ISS Support Case] Application Migration Inquiry

Would like to import / export screens from an old system to the new application received a version conflict message. Did some development in the legacy application that was running in tandem with the new system

[ISS Support Case] Galaxy name (shared) two separate servers.

9/27/2022: -2014 r2 SP1. -Going to 2020 R2. -Can you have two servers with the same Galaxy name?

[ISS Support Case] WindowMaker Question

Can you open two instances of an application in Windowmaker

[ISS Support Case] Cross Reference Utility Showing Deleted Windows

Windowmaker is showing a Window in the "Open Window" menu but not in "Windows and Scripts". Cross Reference Utility showing references to those windows

[ISS Support Case] Just installed Licenses And In A Grace Period

Just started installing Licenses and noticed the message Grace period will end 9/30/2022 3:45:34PM. What does this mean? I was told FLB licenses are treated the same as regular Licenses. Am I missing something or not applying the License Correctly?

[ISS Support Case] Window Missing From "Windows and Scripts" Menu

Window that appears in "Windows to Open" doesnt appear in "Windows and scripts"

[ISS Support Case] Trying to move a license

The client is trying to deactivate 2 licenses in order to have them activated on another machine.

[ISS Support Case] Unable to Open Windowmaker

Unable to acquire a license for window maker

[ISS Support Case] AOS servers occasionally out of sync

Issue Overview: It appears that the AOS servers get out of sync with each other occasionally and don't operate/display the same as each other. This issue has been there for along time it doesn't happen often. We are on System Platform 2017 U3 SP1, but the issue was also there when we were running 2014. The system is running in an offline configuration so you can't remote in to help with this support. What can I do the next time this happens to help identify what the issue might be? CORE G-3.0 v6.0 MBTCP G-1 v4.0 ( coming through bridge serial to ethernet) GATEWAY G-3.0 v6.0

[ISS Support Case] Panel PC resolution

9/29/2022: -Panel PC resolution to large. 1024x768

[ISS Support Case] Historian configuration

Error; 242. -Module for real-data acquisition has stopped. Computer name. -Historian Server grabbing data from other data sources (not Local). -Replication Server; send unit of time measure is wrong.

[ISS Support Case] License Server IP address

License manager is on separate device. -adding another IP address. -License server and a backup server. -They're trying to Add Two IP addresses to one license server manager.

[ISS Support Case] Alarm DB logger not starting on boot

System may be running low on memory. System Manager. TN used to help "a little" 1130. -Histdata and wonderware logger (DB) not running automatically. -Can't run them as a service.

[ISS Support Case] Tag Limit Exceeded

Exceeding dictionary limit of tags, user has only read only, maybe. -Tag limit for license (Development license) - small 250/500/100 license

[ISS Support Case] System Platform 2023

System Platform, DI -Wants to pull information back from insight. -object attributes but, no tag-names are shown.

[ISS Support Case] Windows 11 Compatibility

Is Intouch 2023 Compatible with Windows 11?

[ISS Support Case] Windowmaker

Development for 2 weeks. -Closed out of windowmaker (windows all worked) then re opened windowmaker, no windows were present.

[ISS Support Case] Unable to Connect to ENTHIST with Purge Archive Utility

When trying to purge alarms from the A2ALMDB database on the tier 2 enterprise historian receive Unable to locate server. Test Failed! error message . Already verified that port 32568 is open, can ping between galaxy and enteprise historian back and forth. I am also able to purge other historian's database data and Connection test succeeds with them, but not the enterprise historian. In SMC on the galaxy when attempting to purge events i see a message stating " ArchestrA.Visualization.SQLPORT Reading port information from Registry as WMI failed"

[ISS Support Case] Intouch Import, File's not seen.

Brought over 11.1 version R2. -Intouch migration, when imported, 6 other applications go "missing". 10/6/2022: When trying to find a file or import an application inside application manager, the screen goes blank and the SMC logger reads, "Same key is already in use".

[ISS Support Case] Excel not updating

[ISS Support Case] Communication Driver Not Working

Intouch 10.5 .00 ABCIP 7.0 ABTCP 4.0 Issue still running old ABTCP to 4 devices upgraded to

[ISS Support Case] High CPU Intouch

High CPU on INtouch

[ISS Support Case] Animation issue

Overlay screen

[ISS Support Case] Intouch alarm control object issue

Alarm control object. Select.item - which will select a specific row from the alarm client. He types select and then dot and the method is not in the list, he types it and it is not recognized. This is intouch --------- I tried it with same version and it works for me. Advised caller to type a period right after item instead of clicking on it. [ select.item. ]

[ISS Support Case] Auto Start OI and Intouch On Windows 10

Would like information on setting up Intouch to auto start and IO servers to auto start in the event of a reboot

[ISS Support Case] On startup, a popup to start the local IOS DAServers appears

Has a clients application and when starting view gets multiple Error: 'Application Cannot Start IOS/DAServer.' How can these be stopped?

[ISS Support Case] Application Resolution Questions

Client has existing application all they are doing is upgrading hardware. Copied over application but when restored in a VM the screen is not filled up. Currently has 1920 x 957. Tried set node properties from application manager but nothing is working. Original resolution of the application unknown suspect 1280 X 1040 but even with that the client reported the screen on the clients monitor was not completely full. How can I confirm the application takes up the full screen?

[ISS Support Case] AutoStart Window Viewer

Unable to auto start Windowviewer.

[ISS Support Case] Close Button Disabled in Windowviewer

The x in the top right corner is disabled. Cannot close WV without using the task manager

[ISS Support Case] Unable to See Applications in App Manager

Application Manager would successfully create applications, but the list was empty

[ISS Support Case] Seeking Port Information for 2014 R2

Recieved a new InTouch HIM Screen which connects to System Platform need to locate firewall exceptions documentation if possible. How does it communicate suitelink I assume.

[ISS Support Case] Trend client not showing historical data

[ISS Support Case] Imported Application Not in List

Importing an aapkg yields no results in the Application Manager List

[ISS Support Case] Managed Application With Dual Screen Not Working As Expected

Deployed application loses dual screen settings. Modify intouch.ini but changes are overwritten upon deployment

[ISS Support Case] Intouch License Upgrade

Can an AVEVA Intouch Runtime License version 2020 work if the project application is upgraded to system platform 2020 R2 SP1 or would the license need to be upgraded as well to 2020 R2?

[ISS Support Case] Historian Client.

Need's help installing Historian Client. -New install. -Teams meeting.

[ISS Support Case] IDE, "stuck"

Object is stuck in Limbo. -When deploying, "could not find Bootstrap" -Supplied customer with Tech Note 855, which outlines a solution based upon the same issue's we are running into.

[ISS Support Case] DB Load Pointing to wrong application.

DB Load is not working properly. -DB Load is pointing to a different application.

[ISS Support Case] InTouch issue with logging off application automatically

2017 U3. Client has 2 different view nodes. When 1 logs in to the view app it should automatically log off the other one. He is using the logoff command. $second

[ISS Support Case] Historian Crashed

New License, now "tag count" violation.

[ISS Support Case] InTouch Reporting Options

Wondering if InTouch had any kind of option to print a daily report of any kind screen that we have. Managed IDE application. They have wonderware with motors would like to get an average printed daily.

[ISS Support Case] License Could Not Be Acquired Post Computer Name Change

Been working up until today IT updated the hostname and it stopped working. (License was deactivated before the change) . Reverted the hostname to what it was previously and the licenses were reactivated. Still not working. License could not be acquired uninstalled archestra licensing but nothing works. 3.7.0

[ISS Support Case] Moving a Super Tag Template To Another System

Working on a machine and created a super tag template. Moved the project to a new machine, wanting the template for the super tag to be move also but it was not. Per the manual the super tag template would not be moved because it would be saved in the supertag.dat file in C:\Documents and Settings\All Users\Application Data\Wonderware\InTouch folder. This doesn't line up with modern operating system.

[ISS Support Case] HMI not showing on IPAD

HMI not showing on IPad -Storing on the terminal server. -C:Drive (where it's pointed)

[ISS Support Case] Application manager - all applications are missing

App manager is blank

[ISS Support Case] Unable to Migrate Application

User purchased a panel pc and cannot migrate an application. The Windowmaker button is disabled

[ISS Support Case] Moved application unable to identify active X control Needs OCXGotFileSpy utility

Getting an error with an ActiveX control application is being moved from existing computer to new computer. Gone through typical steps in trying to figure out what is control is called TXTANALOG Value When I open that up in WM I get an error Normally when that happens I can go on the old box and look at installed controls but this time I don't see any differences / nothing is listed. TN922

[ISS Support Case] Runtime Changes

Wanting to know if he can have runtime changes while deployed. 10/25/2022: -Inside Application, You can Select "Deploy Changes" while Runtime Deployed.

[ISS Support Case] Unable to access License Manager from a non-admin account

Working on an application that requires we have an standard login to a PC. The install was performed under an administrator account, and license server seems to work fine. When trying to access the license server under the standard user account we get this screen grab shown below and the license is not recognized can you advise a course of action?

[ISS Support Case] License Not Valid

Remote desktop -License Is not "valid"

[ISS Support Case] Cannot open intouch app in windowviewer

Trying to open WindowViewer. Asynch select failed 10038 error message. App works on another system. Possible corrupt install. Upgraded from 2018 U3

[ISS Support Case] Histdata.exe errors when launching WindowViewer

histdata viewstream1 ------------- On the recipe screen they are able to click on button that says "open recipe" it opens a csv file.

[ISS Support Case] Standalone Migration Issue

Import/Migration from 2017 Standalone to another 2017 standalone. -Error inside the Log viewer indicates licensing issue?

[ISS Support Case] Locating Tag References In An InTouch Application

I have an older Wonderware application. I don't know the version. I need a list of addresses and how they appear on the various screen within this application. Is that something you can help me obtain, if I send you the application? At this point, I do not know: (1) the version of Wonderware that was used to create the application; (2) the License Serial Number of this installation of Wonderware, although certainly there is one. What I need help with is, take this Wonderware application; 1) open it; 2) convert it to the Wonderware version youre working with, if necessary; 3) create/print/otherwise-develop some kind of output that will allow me to recreate the application.

[ISS Support Case] Interrupted License Error

Enterprise license manager, V.10.1 -5,000 License count. Now 500 count license. -"Demo License" Mode -Management changed networking configuration, interrupting the license pick up sequence.

[ISS Support Case] When trying to login using onscreen keyboard the login fails

2020 R2 SP1 Using OS Security. Using InTouch keyboard. It works fine when plugging in a keyboard

[ISS Support Case] AVEVA Antivirus Recommendation

Wanted to see if Aveva is recommending any AV. The Technology Matrix for InTouch takes me to only Runtime Env Compatibility, Browser Environment Compatibility and Wirtualization and Fault Tolerant Environment-Environment Compatibility. Any clue if Aveva still does not recommend anything (only offer Tech Notes on what to exclude)?

[ISS Support Case] How to Open an Intouch Application Developed On Another System

I am coming into the middle of this issue, and I do not know much about it at this point. What I need help with is, take this Wonderware application; 1) open it; 2) convert it to the Wonderware version youre working with, if necessary; 3) create/print/otherwise-develop some kind of output that will allow me to recreate the application.

[ISS Support Case] How to Migrate An InTouch Application

I am coming into the middle of this issue, and I do not know much about it at this point. What I need help with is, take this Wonderware application; 1) open it; 2) convert it to the Wonderware version youre working with, if necessary; 3) create/print/otherwise-develop some kind of output that will allow me to recreate the application.

[ISS Support Case] Alarms Banner Goes Blank After a few minutes

Alarm banner goes completely blank after about 5 minutes. Have alarm display (current active alarms) Alarms are present after about 5 min banner goes blank' Alarms are coming in and active Standalone intouch (no archestra graphics) SMC - NA only way to recover shut down application open window viewer SMC alarm manager provider / intouch is disconnected issue recently started on several machines (10 plants) sporadically.

[ISS Support Case] Alarm Database Purge.

Alarm Database Purge, Running out of storage. -When purging getting error Purging failed, transaction rolled back. -2012 R2 -Status Message: "Purge Failed... Transaction rolled back" KNOWN ISSUE. Change Request L00021349 has been written against this issue. -Escalated to AVEVA to get the information I'm needing on this. 10/31/2022: -Database is to large to use Purge Utility (27GB), Needing to do a Manual purge. -Database is to large to do a Manual purge also.

[ISS Support Case] License Server Error

License Server: V. 3.7.002 -Was in Demo mode, Now trying to activate runtime license, which is giving an error. -Trying to activate valid license. -Two runtime license, one behaving correctly. -11/1/2022: -Sent over Demo license while awaiting AVEVA's response on the License status 11/4/2022: Multiple devices trying to grab one license, improper configuration.

[ISS Support Case] Windowviewer Stalling

Windowviewer is stalling on another node

[ISS Support Case] Unable to Migrate Application

During migration process for the Town of Westpoint, Windowmaker throws the error "Cannot find pentrend. Install dll" then the migration stops

[ISS Support Case] Runtime Error R6030 CRT not initialized

We are restoring a new PC but when we launch the Intouch we are getting this errors like in the attachment

[ISS Support Case] License cannot be acquired

License cannot be acquired. -Enterprise License Manager: V. 3.7.0000 -PO1.

[ISS Support Case] What AVEVA resources are needed before an OS Reset

IT is going to Reset the OS of the system I've been working on. What do I need to get from this system to recover. (standalone Intouch with OI.ABCIP) ref case 82919

[ISS Support Case] Application Can Not Be Edited Error

The application cannot be edited. Process WindowMaker on Computer ComputerName is editing the application.

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

Project was handed off, not a lot of back story here. Objective is to get Intouch to Auto launch the application.

[ISS Support Case] Unable To Migrate Intouch Application : Failed to open InTouch Application. See logger for details

Attempts to migrate an application developed in 17.2 on a 17.3 installation consistently fail.

[ISS Support Case] Recipe Names are being truncated

After an upgrade to 2020 R2 SP1 some recipe names are being truncated.

[ISS Support Case] ABCIP/ OI core

ABCIP -Control Logix: L81E, 1756 -OI-Core -Quality is: 001C "socket timed out, DSA Port Failure" -7.4.0 -Historian 23.0.0.0

[ISS Support Case] LGH Fie Corruption From A Power Outage

Experienced a power outage last night, They are using the Trend Active X control. The way it should work is when Viewing trend page each plant has a ranges of data that can be viewed in 4hr increments. Since the outage no data is visible. Question: Are these files corrupted, is recovery possible? Are these files corrupted in such away it would continue to affect data when new files are created at midnight?

[ISS Support Case] Licensing InTouch Application could not acquire a ReadWrite license for Remote Desktop

When we are signed into to our intouch applications get an error . (terminal server) This InTouch Application could not acquire a ReadWrite license for Remote Desktop Services client. Application not checked as ReadOnly November 1st first application went down. Everyday since has lost one more computer.

[ISS Support Case] Dialog String Entry

-Dialog String Entry Function, Everything shows Asterisk. -Standalone Application. -Issue is new, when upgrading from 10.1 to 2020 R2 SP1. -All Keyboard. -Tried on Multi monitor and Single monitor. 11/9/2022: -Research show's that there is no way to show the alphanumerical symbols using the DialogStringEntry Function. 11/10/2022: -Escalated to AVEVA to see if they have any pointers. 11/15/2022: -HF 2017681, Sent to Customer, Waiting on feedback.

[ISS Support Case] Super Tags and Tag References In InTouch Inquiry

Right now using super tags and currently in the tag name dictionary I have to preface the tag name with the OPC topic name. For example |GL3APVM|PDIT_001.Cfg.EU Will that be the same for tag references to ABCIP?

[ISS Support Case] Industrial Graphic Best Practice Guidance

Q1: Right now I'm using Industrial Graphics on InTouch, Does AVEVA recommend that as a best practice. Would it make switching to a managed application easier? Q2:Is there any limitation on the availability of the usual stock graphic face plates? Like the ones when you get with System Platform, when I installed InTouch I noted some were missing. In 2020R2 SP1 Application Server there was a valve faceplate (with scripting stubbed out) but didn't see it in the intouch Graphic tool box.

[ISS Support Case] InTouch Alarm History Inquiry

Is it possible to store Intouch Alarms in Historian / History Blocks?

[ISS Support Case] Intouch Access Anywhere Installation Inquiry

In the past were were using remote desktop for all out remote users. and were were configuring security using a mix of ArchestrA and OS Security. Now we are looking at using access anywhere, is it as simple as just running the installer and installing?

[ISS Support Case] Intouch web client in read only mode

Data isn't accurate either

[ISS Support Case] Unable to read S7-1200 symbolic tags using SIDIR

Connected 2 new Siemens PLCs to the system, using the existing configurations for other Siemens PLCs. The 2 new units test positively, however the data does not populate. OISIDIR: G-2.2 Series v5.0 OICore: 6.0 Model: S71200 (CPU 1214 C) Firmware: 4.2

[ISS Support Case] 2023 System Platform Upgrade Error

Installing System platform 2023. -Service AVEVA Watchdog Failed to start. -Server did not respond to control request. 11/10/2022: -Teams Meeting 4:00EST.

[ISS Support Case] InTouch Generic Memory Leak Investigation

Seeing memory leak, have dell touch screen computers ELO monitors 2020 R2 SP1. Memory on the RAM going over 90% Moving back and forth between windows rapidly causes issue. Reboot, About 6hrs, closing Intouch does not have any impact. No antivirus, defender disabled (fully open) no windows updates ever.

[ISS Support Case] Distributed Alarming Not Working On Windows 11

Distributed Alarming is not working Has two standalone intouch applications, with and alarm viewer control in each. Alarms are visible when querying between nodes one direction only, not both ways. Can slsping alarm manager and view both ways Can ping back and forth

[ISS Support Case] Unable to Open Windowmaker

The same application is open in another session

[ISS Support Case] tags not reading correctly

Reading directly from tagname database, some work and some dont. Roughly 3800 tags reading at once. Is there a limit?

[ISS Support Case] Prevent a display board timing out on an RDS Session

We are testing a message display board through wonderware. However, our Remote desktop connection keeps timing out. For security reasons we have a timeout set. how do you recommend setting up a display board so that it does not time out?

[ISS Support Case] DDE server is not running on wonderware

Software called scada phone uses DDE to talk to intouch. DDE server is not running on wonderware

[ISS Support Case] Active X Historical Trend Stuck In Updating State

New install just started up the application. Not seeing History.

[ISS Support Case] Intouch Windows

when opening project, some windows are showing only with open windows

[ISS Support Case] Window Maker Canvas / Grid Inquiry

Using Window Maker 17.2 is there a way to see a visible grid on the the gray canvas to line things up?

[ISS Support Case] How to set the Resolution of a Project

Inherited a bunch of projects, how do I set the project resolution?

[ISS Support Case] Locating tag references in Intouch Windows / Identifying Dead Windows

(inherited a bunch of packages) is there a way identify if multiple pages are needed. It here any easy way to see if tags are referenced an window? if not referenced is it safe to assume a window is safe to delete?

[ISS Support Case] Printing Windows In Intouch

(inherited a bunch of packages) is there a way identify if multiple pages are needed. Can I print Windows?

[ISS Support Case] InTouch Keeps Crashing Suddenly

Existing Application Window Viewer Keeps crashing (license error) have a perpetual license. - View installation been running since august - Every restart it just crashes sees splash screen and disappears. On occasion gets an exception caught message in the logger. Did a repair (didnt make a difference)

[ISS Support Case] Import, Export on Local Machine

No Errors. -Current Version of project, want's to do in depth testing. Wants to work out of the copy. -Wants to import and Export the same application on the same local area.

[ISS Support Case] Unable to Acquire a License

Launching Windowviewer produces the following message "You need an Intouch TS license to allow view to run on a TS client"

[ISS Support Case] Intouch Cross Reference not correct in While showing scripts 2017 U3 SP1 P01

Client is having issues with cross reference utility accurately showing tags in While showing scripts (on show and on hide). Standalone InTouch, cleared Metadata folder but the issue persists. See attached Word document. using 2017 U3 SP1 P01

[ISS Support Case] Unable to Open Windowviewer

Windowviewer is unable to acquire a license

[ISS Support Case] InTouch error message - no application available

Cannot open WindowViewer.

[ISS Support Case] Developed Screens Are Not Importing

We are in a start up and have developed screens and are trying to import them. It wasn't liking the file. Looking at the development system vs system onsite there is a minor difference. At the site it's running Wonderware InTouch version and ArchestrA version 2017 U3 in Dev it's SP1 (Managed application Tag Based InTouch).

[ISS Support Case] How to DB Dump from a Managed InTouch Application

Ref Case: 83157. Going to have to recreate some previously developed screens but it's only a hand full of screens fairly small, should be able to export tags that were created, how to db dump in a managed application.

[ISS Support Case] InTouch Security Needs a Password Reset

someone put a password on our application that no longer works there. Is there a back door Trying to use the security tab When I click on the log in it asks me to authenticate.

[ISS Support Case] DASOMFINSenet Randomly Stopped Communicating

Existing system been running for a few years. Last couple days. No data from the PLC Diagnostics are red. no updates to the box no crashing

[ISS Support Case] TopServer not connecting.

12/1/2022: -Communication issues via TopServer. -Cannot see any tag on HMI Windows-viewer. -Just not showing the Tag, Not connecting as a client to TopServer. -Brand new PC, installed 2023 software. 12/1/2022: -Team's meeting. -Tag's cannot be read, quality is good. TopServer and Intouch configured properly. -Escalated to AVEVA.

[ISS Support Case] Unable Launch Windowviewer

Unable to acquire a license when launching Windowviewer

[ISS Support Case] Unable to Open Backup

Received an aapkg file from a client and cannot open it

[ISS Support Case] New 2020 Installation DASSIDirect Not Licensed

DASIDirect not licensing (in SMC) sees message in the logger.

[ISS Support Case] Windowviewer could not acquire read/write license

Opens intouch wviewer 2020 r2, gets message this intouch application could not acquire a read/write license for remote desktop services client.

[ISS Support Case] Virtual memory errors which terminates view.exe

See case 82995. Virtual memory errors which terminates view.exe.

[ISS Support Case] How to terminate InTouch RDS sessions in ITAA

Client has different InTouch Apps and noticed in ITAA when he opens one application a previously accessed one is launched even though he selected a different one

[ISS Support Case] Seeking Assistance using a DataGridView Documentation Request

I have to integrate the .Net DataGridView into my InTouch - modern application. I tried but I don't have any properties available. See below (two print screens).Can you please send me the link to the video or a link to the webinar or Technote. I have Wonderware InTouch 2014R2SP1. Windows (21H2)

[ISS Support Case] AttemptInvisibleLogin not working as expected

Question trying to understand AttemptInvisibleLogin. Using function, in his application and it returns 0 (success) however $AccessLevel stays 0. Can log in manually. Has tried FQN for userID Access level is assigned to the groups on start up. Domain environment.

[ISS Support Case] Historical alarms missing and Alarm DB Logger Manager never finishes initializing.

Historical alarms missing and Alarm DB Logger Manager never finishes initializing. The logger includes error level message, "Logging mode mentioned in the 'Settings' and logging mode present in the database are different."

[ISS Support Case] Historical alarm display for one site fails to connect to the alarm database.

Historical alarm display for one site fails to connect to the alarm database.

[ISS Support Case] Unable to Convert Application

We recently purchased an upgrade license for a Wonderware InTouch v9.5 application so we could upgrade the computer to Windows 10. I have installed the Runtime Role of the System Platform installation disk (version 2020) on the new computer, but either the software wont run my old runtime file or Ive done something incorrectly. Should I be able to open my version 9.5 runtime application in version 2020 or will I need to convert it? If I need to convert it, I do have access to a version 2014 development versionwill that work?

[ISS Support Case] Initouch Not Opening

Window viewer is currently configured to run as a nt service

[ISS Support Case] Default Password For Intouch Security

Unable to log into standalone application. Was looking for the default admin credentials

[ISS Support Case] Intouch 10.1 On OS Windows 10

Intouch 10.1 -ABCIP 4.1 -Application Server ? -Wanting to know if this version can run with Windows 10. If not, which version do they need to upgrade to, to run on Windows 10.

[ISS Support Case] Installation Issue Unable to Accept License Agreement Blank

Recently had an on sight visit and was provided direction on how to proceed with the next installation. Using validated installation media client set up a new Windows 10 VM and proceeded to install. When he gets to the licensing agreement page the text is missing and he is unable to select the 'accept' button. Tried both ZIP and ISO, both were unblocked behavior is the same. Windows 10 Professional 22H2

[ISS Support Case] Wonderware after Windows 11 update

Customer updated his computer to Windows 11. Immediately after, Wonderware will not open with an error of "Failed to open Intouch application. See logger for details."

[ISS Support Case] Locating Hidden Scripts In a Legacy InTouch Application

Need help with identifying locations of references to Historian server within InTouch application windows and scripts. Midst of move from 2014 Historian to a 2020 Historian. Issue applications are currently referencing the Historian in legacy code by host name and IP Spoke to ISS resource !work to change host name. - no problem to change IP - Updating Hostname reference to IP address Most references are in a Windows. Not using Archestra Graphics OES file ?? Windows ?? Using Agent Ransack to scan the application. Printing all scripts crashes when an ActiveX control is missing or not installed.

[ISS Support Case] InTouch Alarm Historization Options

Can someone send a screen shot of history block alarming for InTouch and System Platform? This request is for the Ingenco upgrade It is uncertain how the existing application to be upgraded is configured. Trying to prepare for any scenario.

[ISS Support Case] Recipe Manager Names Are Truncated

Most of our machines we use Recipe manager built in to our 'smart system'. Using older app and have one that selects recipe template, but names on recipe are compressed. 2020 R2 SP1

[ISS Support Case] How to Identify a referenced ActiveX Control

There are scripted references identified in a .oes file (using a deep search utility) to an ActiveXEvent by an object called Grid9

[ISS Support Case] 2023 Intouch installation issue

Cannot click on accept license during the install. Possible blocked zip file, customer will download again and unblock prior to extracting.

[ISS Support Case] How to Install and Register the wwGenericSQLDataGrid

references case 83289. Deep search on an application finds script references in .OES files (binary files for ActiveX control). These pointed to a GUID which was identified as the wwGenericSQLDataGrid. Not sure its used but needs to know how to Install and register the control.

[ISS Support Case] No Input/Output to Application

Application lost communications over the weekend. No reason as to why

[ISS Support Case] Select Windows Pop Up On InTouch Viewer Launch

Launches product - Consistently gets windows to show pop up, trying to figure out how to get that to not show. Already has a default window configured.

[ISS Support Case] Editing an ActiveX script 'invalid reference or unknown OCX method

Direct email: click and newstart scripts contain hostname references. However, when I attempt to save a change in either of these scripts from hostname to IP address, I get the error Invalid reference or unknown OCX Method: Are the lines that begin with # comments? If so, this code would appear as if it is not even used. If the hashtags are not comments, I did find TN IT242 Considerations when Migrating InTouch applications to another PC - InSource Solutions (insourcess.com), but I could not determine that any of those factors applied. Do you know what I might need to do to complete the change of hostname to IP address in the ActiveX scripts?

[ISS Support Case] License Unable to be Acquired.

Unable to Acquire License.

[ISS Support Case] License agreement installer grayed out

[ISS Support Case] The application is being edited in another session

I was developing in Intouch and power was disconnected. I recall you had to previously go into the wonderware file and delete a lock file but don't recall exactly.

[ISS Support Case] No I/O In Application

Application is not receiving data

[ISS Support Case] NAD Performance Slow - Load Changes Into Window Viewer

Using NAD and the performance slow. Have the option Load Changes Into Window Viewer which is supposed to dynamically load in WindowViewer the changes made in the development node.

[ISS Support Case] Failed to create bootstrap

No data showing in intouch