	Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

APM Remote has many different connection points that can make it difficult to troubleshoot. This guide is meant to be used as a structure to help optimize the approach in troubleshooting problems with APM Remote and synchronization between APM Remote and APM Foundation. This is a living document. As additional troubleshooting steps are identified they will be included in the document.

Troubleshooting

Determine the version of APM the User is running
Determine if User is a hosted Managed Services
Is Remote configured?
1. Check Service Providers to make sure Remote Web Service > Active = True
Is user using Server Manager for Remote Synchronization.
1. Is Website running?
Has user recently upgraded?
1. Was Remote repackaged and deployed?
2. Was the Remote Service updated? On Enterprise level> Services view > Services tab.
  1. Open the Remote service and make sure that the version number matches the Application Server version. If not you may need to reinstall the Remote Service.
3. Has download structure for the Remote Tablet been brought up to date?.
Has user recently hot-fixed?
1. Was Remote repackaged and deployed?
2. Were all hot-fix component files deployed to the Remote instance.
Is the Remote Service running
Is auto-sync activated?
1. Yes, is Remote listener turned on
Can user log onto remote?
1. Does the user have an APM User record?
  1. Yes, Is user a Remote user?
  2. Yes, Are there Remote Security Profiles?
  3. No. Remote DB does not contain your username, check Remote Download Package for filters. Check if Generated SQL exists for the remote download package. Check Employee's Maintenance Group is set.
2. Is the user having issue connecting with the remote database?
  1. Yes, did the admin user run the client package with elevated privileges.
    1. Admin user should not use elevated privileges when packaging remote clients, this leads to database permission issues
  2. Yes, did the admin user run the install from the tablet using elevated privileges.
    1. See above, if the user is using elevated privileges to install the client they will run into database connectivity issues.
    2. This will also result in issues for any subsequent users using the same tablet who do not have elevated/admin privileges.
  3. Yes, only some APM remote clients will not connect.
    1. Were the database user credentials recently changed?
    2. Was the apm remote server address changed?
    3. Try uninstalling APM Remote. Restart tablet. Redownload and reinstall APM Remote from the Deployment share
    4. Compare ODBC driver on failing tablet with ODBC driver on successful tablet. Manually install appropriate drivers on failing tablet.
Can the user upload checksheets?
1. Yes, Do checksheets process successfully?
  1. No
    1. Is User record linked to Employee record?
    2. Does user's security profile allow Remote Sync, Audit trail etc?
    3. Are there open, integrated Work Orders associated with a previous acknowledgement?
      1. In a CMMS Interop environment, if the Maintenance Order/Work Order is closed in the target system but the APM Work Order is not closed, the auto-acknowledgement may fail.
  2. Yes, but they do not disappear from Remote
    1. If user is using differential download or has not waited for the Package Expiry time to elapse, previous checksheets may be delivered to the Remote. Use need only wait for the Package Expiry. By Default this is set to 1hr. To review this, go to the Ivara Configuration Tool > Remote Service > Service Providers > Remote Web Service > Package expiry time
  3. Yes
2. No, Check Sync logs for the Mobile Computer and check error logs for the Remote Service.
Can user download checksheets?
1. Are all checksheets generated in APM?
  1. No,
    1. Is the user using CMMS Interoperability?
      1. WO exists in APM?
        
        WO Status is Planned
        
        Check date of the checksheet
        
        Check maintenance group is assigned
        
        No, Operator Rounds.
        
        PM Generation set-up in APM and running?
        
        WO Planned, Standard Job Triggering set properly
      2. Check SAP for Work Order
        
        Troubleshoot Interoperability, check for failed messages.
    2. Is the user using Assetwise Interoperability?
      1. WO exists in APM?
        
        WO Status is Planned
        
        Check date of the checksheet
        
        Check maintenance group is assigned
    3. Is the user using CMMS Integration
      1. WO exists in APM?
        
        WO Status is Planned
        
        Check date of the checksheet
        
        Check maintenance group is assigned
        
        No, Operator Rounds.
        
        PM Generation set-up in APM and running?
        
        WO Planned, Standard Job Triggering set properly
      2. Integration Service running
    4. User not integrated
      1. PM Generation set-up and is active?
      2. Work Order Status is Planned
      3. Standard Job triggering appropriately
  2. Yes
    1. All checksheets received but download package generation took exceedingly long
      1. Check that filters are appropriate for the Remote Computer Download Structure
      2. Check that SQL has been regenerated
      3. Check that amount of data being sent to remote isn't excessive (<500Mb)
        
        remove pictures from instructions
        
        reduce time period.
        
        lower hierarchy branch
    2. Some checksheets received by Remote
      1. Open Mobile Computer > Check Maintenance Group hierarchy, asset hierarchy, check Remote download package assigned download structure and filters
      2. Asset Spec bug: https://bentleysystems.service-now.com/community?id=kb_article_view&sysparm_article=KB0089060
    3. No checksheets received by Remote
      1. Is XML download package with the Mobile Computer Name created in: C:\ProgramData\Bentley\IvaraEXP\XML_DLPackages
      2. Is the download structure SQL statement appropriate?
        
        Is there a maintenance group filter, date filter, asset node problem?
      3. Does the Mobile Computer have a synchronization error indicating a corrupt download package?
        
        Take a screenshot and note the exact name of the Remote computer
        
        If the environment is hosted by Bentley, user to launch a Service Request assigned to Managed Services group to have the xml download package on the Remote server for the specific Mobile Computer.
        
        If the user is not Managed Services, request the user's APM Administrator go to the server running the remote service, find the xml download package for the erroring Mobile Computer and delete it manually.
        
        Resync the Remote tablet to regenerate an up-to-date download package for that specific computer..

12. Some users can synchronize without issue but 1 user cannot and receives the following type of error:

"synchronization Failure EXCEPTION OCCURRED:EndpointNotFoundException There was no endpoint listening at https://apm-proddomain.com/default/RemoteService/Synchronize/ that could accept the message. This is often caused by an incorrect address or SOAP action."

1. Check that "Username" has appropriate Windows Security to Read, Write & Modify the folder
  1. C:\ProgramData\Bentley\IvaraEXP\
2. Launch the Remote Client form the erroring computer, right click on the Bentley APM icon in the task tray and choose settings from the list of option:

This will launch the APM configuration tool, compare the Remote settings for the working and non-working remote clients, it is most likely that the Remote Server URI is different between the instances, update the non-working remote with the new URI or fully uninstall APM Remote From the non-working computer and redownload from the remote deployment share:

APM Remote troubleshooting guide

Problem Description

Troubleshooting

See also