Rtip TS 101

GE Fanuc Automation

GE Fanuc – Proficy Real‐Time Information Portal
Troubleshooting 101

Table of Contents
GE FANUC – PROFICY REAL-TIME INFORMATION PORTAL ......................................................................................... 1
BASICS OF TROUBLESHOOTING IIS ................................................................................................................................ 3

Testing Functionality ..............................................................................................................................................................................3
IIS Logs ...................................................................................................................................................................................................4
HTTP Error Codes ..................................................................................................................................................................................5
IIS Admin................................................................................................................................................................................................8
Default.htm versus Default.asp.............................................................................................................................................................10
Performance and IIS KB Articles from Microsoft ...............................................................................................................................12
BASICS OF TROUBLESHOOTING TOMCAT5 ................................................................................................................. 24
BASICS OF TROUBLESHOOTING JAVA ......................................................................................................................... 25

Java common problems and fixes.........................................................................................................................................................25
Out of Memory......................................................................................................................................................................................26
Memory Limits and how to Adjust.......................................................................................................................................................28
Changing Java Virtual Machine Memory Limits for 5.x (JRE 1.5).....................................................................................................29
BASICS OF RTIP CONNECTORS AND SETUP................................................................................................................ 30

Connectors.............................................................................................................................................................................................30
Testing and Configuring .......................................................................................................................................................................30
RIF Connector.......................................................................................................................................................................................31
BASICS OF RTIP PERMISSIONS AND SECURITY .......................................................................................................... 32

What is Windows Authentication .........................................................................................................................................................32
What is RTIP Authentication................................................................................................................................................................32
I can’t log in!!........................................................................................................................................................................................33
Windows Security .................................................................................................................................................................................34
General ..................................................................................................................................................................................................35
Log Info.................................................................................................................................................................................................36
Other Options ........................................................................................................................................................................................37
User is prompted to log into Proficy Portal twice ................................................................................................................................38
Users with no password set cannot log into Proficy Portal when Security is enabled ........................................................................38
Using iFIX Pictures with Proficy Portal ...............................................................................................................................................38
LOGS AND LOCATIONS.................................................................................................................................................... 45

IIS Logs .................................................................................................................................................................................................45
RTIP Logs .............................................................................................................................................................................................45
Windows Logs ......................................................................................................................................................................................45
Java Logs...............................................................................................................................................................................................46
Apache Tomcat Logs ............................................................................................................................................................................46
TIPS AND TRICKS.............................................................................................................................................................. 47
QUESTIONS TO ASK THE CLIENT ................................................................................................................................... 48

General ..................................................................................................................................................................................................48
Server ....................................................................................................................................................................................................48
Client .....................................................................................................................................................................................................48
Connector ..............................................................................................................................................................................................49
Sample Email: .......................................................................................................................................................................................49
SYSTEM REQUIREMENTS ................................................................................................................................................ 51

Basics of troubleshooting IIS

Testing Functionality

First, in order to determine whether IIS is actually working, the quickest and easiest way
to test this is to have the client type the following into the address bar:

http://localhost

From that, the client should see the following:

As you can see, you will be testing the users ASP configuration at the same time with
this test. What we have just proven is that ASP and IIS are both running perfectly. Only
other variable to this is if this is a Web Server used to host other webpages, in that case
you will see the index page for that server.

IIS Logs

IIS 5 (Windows 2000/XP):

%Windir%\system32\Logfiles\W3SVC# (Default location; configurable)

IIS 6 (Windows 2003):

%Windir%\system32\Logfiles\W3SVC# (Default location; configurable)
%Windir%\System32\Logfiles\HTTPERR (Default location; configurable)

The final location, like with any major crashes, is to check the event log. Ensure to use
due diligence and not only check the Application Log, but the System Log as well.
Reason being, is that when something goes seriously wrong, and there is no valid
reason, check the hardware for errors first. An example of seriously wrong: Every time I
open up RTIP I get a blue screen, it flickers, and reboots all on its own. That’s a “Serious
problem”.

When looking at the logs within %windir%\system32\Logfiles\W3SCV# directory, you
will notice a list of stamps and statements about what was/has been happening on the
server. Always view the most current files and sort by date. When you open the logs up
in notepad, there will be a 3‐digit code on the end. The following is a list of those 3 digit
codes, and what they mean:

HTTP Error Codes
(http://www.modemhelp.net/httperrors/httperrors.shtml)
Information Codes
Error # Info Error Code

100 Info Continue
101 Info Switching Protocols
Success Codes

200 Info OK
201 Info Created
202 Info Accepted
203 Info Non-Authoritative Information
204 Info No Content
205 Info Reset Content
206 Info Partial Content
Redirection Codes

300 Info Multiple Choices
301 Info Moved Permanently
302 Info Found
303 Info See Other
304 Info Not Modified
305 Info Use Proxy
307 Info Temporary Redirect

Client Error Codes

400 Info Bad Request
401 Info Unauthorized
402 Info Payment Required
403 Info Forbidden
404 Info Not Found
405 Info Method Not Allowed
406 Info Not Acceptable
407 Info Proxy Authentication Required
408 Info Request Timeout
409 Info Conflict
410 Info Gone
411 Info Length Required
412 Info Precondition Failed
413 Info Request Entity Too Large
414 Info Request-URI Too Large
415 Info Unsupported Media Type
416 Info Requested Range Not Satisfiable
417 Info Expectation Failed
Server Error Codes

500 Info Internal Server Error
501 Info Not Implemented
502 Info Bad Gateway
503 Info Service Unavailable
504 Info Gateway Timeout
505 Info HTTP Version not supported

IIS Admin

The IIS Admin is located under Start>Control Panel>Administrative Tools>IIS. Within
here, you will want to get to this point:

The two major points to check here is that RTIP and Jakarta are both listed in this
location. Once this is confirmed, now go to the properties of “Default Web Site” and
click on the ISAPI Filter Tab:

Once you’ve gotten to this point, ensure that Jakarta is listed, with Priority of High just
as shown.

Next, click on Directory Security, and then “Edit” on the first edit box:

Ensure that Anonymous Access is the only thing that is checked, with all other boxes
unchecked. This is known as the Un‐Secured mode for logging into RTIP. To enable
secure mode, click on Integrated Windows Authentication.

Lastly, under the Default Web Site tree on the IIS Admin, right click RTIP, go to
properties, and confirm that the Local Path is pointing to the install directory for RTIP:

E.g. \Program Files\GE Fanuc\Proficy Portal\WebApps\InfoAgentSvr\

Also, under the Default Web Site tree on the IIS Admin, right click Jakarta, go to
properties, and confirm that the Local Path is pointing to the install directory for Jakarta:

E.g. \Program Files\GE Fanuc\Proficy Portal\bin\i386\win32

Default.htm versus Default.asp
By default we prefer our customers to be using default.asp but from time to time you
will run into an odd situation where the default.asp does not produce any results other
then errors, but the default.htm works perfectly fine. Based on this, there is a work
around that does work for some customers. The catch is, ASP is installed correctly, tests
perfectly fine when you type in localhost, but still will not show that first page.

The work around is as follows: Enable MIME

Multipurpose Internet Mail Extensions (MIME) is a specification for creating file formats
to be used in the exchange of e‐mail, in Web documents, and in other applications on
intranets and on the Internet. Each MIME format includes a MIME content type ("MIME
type") and subtype which denote the kind of data stored in the file. MIME types and
subtypes are typically listed as type/subtype. For example, an MPEG video file would be
listed as "video/mpeg." MIME type/subtype listings include acceptable file name
extensions.

For example, a table listing MIME information for an MPEG file might have an MPEG
entry that appears as follows:

Type/Subtype Extensions
video/mpeg .mpe, .mpeg, .mpg

MIME‐formatted content is widely used in Web documents. For example, you could link
an MPEG file to a Web page. When a user viewing the page clicks on the MPEG‐file link,
Internet Information Services (IIS) and the Microsoft® Internet Explorer browser

perform the following sequence of events when downloading the MPEG file to the
browser for display:

1. Along with the file, IIS sends the MIME type and subtype (video/mpeg,
video/mpe, or video/mpg) to the browser.
2. If support for the MPEG MIME format is built‐in, the browser displays the file.
3. If the browser does not contain built‐in support for the MIME format, the
browser looks up the file name extension in its table of helper applications. Then
it either selects the appropriate helper application to display the file or returns
an error message.

IIS includes a table of the most common Web‐related mime types/subtypes and
associated file name extensions. If IIS does not have MIME information for a MIME‐
formatted file that you download, then IIS will attach a default MIME identity to that
file. As a result, the client receiving the file may misinterpret its contents. You can
manually add MIME types, subtypes, and file name extensions to IIS for files whose
MIME identity is not in the table. See the section on adding MIME types that applies to
your version of IIS.

Note: When planning to use a MIME format, you must configure the browser for a
helper application to process any MIME type not supported directly by the browser.

Adding MIME Types to IIS 5.0

MIME types can be registered in IIS 5.0 using the IIS snap‐in.
For example, to add the XML MIME type to the default Web site using the IIS snap‐in:
1. Select Default Web Site and bring up the Properties dialog box.
2. Select the HTTP Headers tab.
3. Under MIME Map, click the File Types tab and select New Type.
4. Type .xml in the Extension field and text/xml in the Content Type field, and then
click OK.

To add the XML MIME type to all sites running on a given machine:
1. Select Internet Information Services and bring up the Properties dialog box.
2. Under Computer MIME Map, click the Edit button and select New Type.
3. Type .xml in the Extension field and text/xml in the Content Type field, and then
click OK.

Any other extensions, such as .xsl (eXtensible Style Sheets), may be added using the
same procedures.

Performance and IIS KB Articles from Microsoft

If you are seeing slow performance with your displays after upgrading from a previous
version, the first thing you should do is resolve your displays and check to see that your
server and clients fit the minimum hardware requirements listed in the documentation.
If you continue to see performance problems please take a look at the articles below:

Knowledge Base Article: 'i014167'

i014167 ‐ Optimizing the performance of iWeb Server or infoAgent in conjunction with IIS ‐ Article ID Date
Created Date Modified Category Status i014167 9/14/2001 6/17/2002 Articles Published

Description

The performance of iWeb Server or infoAgent is not as fast as expected and some or all
of the clients trying to connect either receive time‐out messages or the refresh of data is
very slow.
Resolution

iWeb Server relies heavily upon Microsoft Internet Information Server. If IIS is not
correctly configured, then it can greatly effect the overall performance of iWeb Server
and any client connections.

IIS includes many property settings that make it easy for you to fine‐tune site
performance. This topic describes properties associated with network capacity and how
to adjust them. It also makes hardware recommendations based on the volume of
traffic or types of sites you plan to host.

Restricting Bandwidth

By throttling the connection bandwidth used by IIS, you can maintain available
bandwidth for other applications, such as e‐mail or news servers. If you are running
more than one Web site on IIS, you can also throttle bandwidth on each of the Web
sites individually. Throttling bandwidth on individual sites assures that bandwidth is
available for all the sites sharing the network card. Bandwidth throttling limits only the
bandwidth used by static HTML files. Also, bandwidth limits set on individual Web sites
overwrite the limits set on the computer level.

Throttling Processes

If you run multiple Web sites on one computer, or if you have other applications running
on the same computer as your Web server, you can limit how much processor time a
Web site’s out‐of‐process applications are permitted to utilize. This ensures that
processor time is available to other Web sites or non‐Web applications.

NOTE: If virtual directories within a throttled site are configured as in‐process or pooled‐
process applications, the site may actually exceed the apparent processor use limit. In‐
process and pooled‐process applications are not affected by processor throttling and
are not included in process accounting statistics.

To decide whether you should use processor throttling

Use System Monitor to examine both the % Processor Time counter of the Processor
object and, in the Web Service object, the specific instance counters for Maximum CGI
Requests and Total CGI Requests.

 Enable process accounting, so that the Job Object counter reports are included in
IIS logs.

 Examine the Dllhost object counters to determine the numbers of out‐of‐process
WAM and ISAPI requests.

To throttle processor use by a Web site

In the Internet Information Services snap‐in, select the Web site on which you want to
restrict processor use.
Open the Web site’s property sheets, and then click the Performance tab.
Select Enable process throttling and type the percentage of the CPU time that you want
this site to be limited to.
Select Enforce limits if you want to enable the Level 2 and Level 3 consequences of
processor time overrun.

Throttling Bandwidth

If the network or Internet connection used by your Web server is also used by other
services such as e‐mail or news, you may want to limit the bandwidth used by your Web
server so bandwidth is available for the other services. If you are running more than one
Web site, you can individually throttle the bandwidth used by each site. You can throttle
only the bandwidth used by static HTML files. If you are using socket pooling, throttling
the bandwidth on one site also throttles all other sites sharing that port number. Socket

pooling is enabled by default. For more information about disabling socket pooling, see
Balancing Memory Use Against Response Speed in About Memory Management.

To determine how much bandwidth your server is using

Use System Monitor to examine the Bytes Total/sec or Current Bandwidth counter in
the Network Interface object. (If you want to compare incoming and outgoing traffic,
you can examine both Bytes Sent/sec and Bytes Received/sec.)
Compare the values with the total bandwidth of your network connection. With a
normal load, your server should not use more than 50 percent of its total available
bandwidth. The remaining "headroom" bandwidth is used during peak periods.
Note if your server is subject to large peaks or extreme spikes, it's a good idea to keep
the normal load even lower than 50 percent.

To throttle the bandwidth used by IIS

In the Internet Information Services snap‐in, select the computer running IIS. On the
Internet Information Services property sheet, select the Enable Bandwidth Throttling
check box. In the Maximum Network Use box, type the maximum number of kilobytes
per second (KBps) you want to be used by IIS.

To throttle the bandwidth used by an individual Web site

In the Internet Information Services snap‐in, select the Web site and click the Properties
button to display its property sheets. On the Performance property sheet, select Enable
Bandwidth Throttling. In the Maximum Network Use box, type the maximum number of
kilobytes per second you want to be used by the site.

To determine whether you should throttle the bandwidth of IIS, or of an individual site,
use the tools described in About Performance Tuning. Keep in mind that while the total
number of connection attempts in a day may give you an idea of the overall activity on
your site, you also need to consider changes in the connection rate (connections per
second) to see if you are having congestion problems at peak times. If you are regularly
using more than 50 percent of your total connection bandwidth, you may need to
consider upgrading your connection. For more information on connection types, see
Choosing the Right Connection.

If you are just setting up your Web site and have no available data to analyze, but do
plan to run multiple services such as a Web server, mail server, and news server, you
may want to start by restricting your Web server to 50 percent of the available
bandwidth. Once you have been in operation for a short time, you can analyze site

performance and adjust bandwidth accordingly. To throttle bandwidth, see Throttling
Bandwidth.

Balancing Memory Use Against Response Speed

Generally, to increase request response speed you must dedicate memory or processor
resources to individual connections, thereby reducing resources available for other
applications during times when requests are not being received. Maximizing memory
performance for all applications running on your server may mean slightly slower
request responses for users visiting your site because memory and processor resources
are not immediately available for the requests.

IIS asks you to set the estimated number of requests in a 24‐hour period and then
automatically adjusts to balance memory use against response time. When you change
this estimate, IIS changes the number of sockets dedicated to listening for new requests.
If the number is set just slightly higher than the actual number of connections,
connection attempts are made faster. If the number is set much higher than the actual
number of connection attempts, however, memory is wasted. For instructions on how
to set the estimated number of connections, see Estimating Traffic.

In IIS 5.0, sites with different IP addresses but the same port number share the same set
of sockets. Thus, creating multiple sites with different IP address but all using port 80
does not significantly increase the non‐paged memory consumption of IIS. IIS uses these
sockets flexibly among all of these sites, reducing its resource consumption. This socket
pooling increases the ability of IIS 5.0 to host many more sites on the same hardware
than was possible in IIS 4.0.

However, socket pooling causes IIS to listen on all IP addresses, which may present a
possible security risk for secure domains with multiple networks. Also, both bandwidth
throttling and performance adjustments will apply to all Web sites configured for the
same port number. If you use bandwidth throttling or do other performance tuning on a
per‐site basis, you must disable socket pooling for the sites you want to throttle.

The default setting for IIS is to enable socket pooling, and in general this should not be
modified. However, for sites that are mission critical and want their own dedicated
socket pool, a metabase entry (MD_DISABLE_SOCKET_POOLING) can be set at
/LM/W3SVC/X (where X is the number of the site) to revert back to the IIS 4.0 behavior.
Socket pooling should be disabled at the site level only so that other non‐critical sites
can continue to take advantage of this new feature. This property can be set only by
scripting and is not available in the IIS snap‐in. For more information, see ADSI Changes
for IIS 5.0.

Limiting Connections

If you limit the number of simultaneous connections to a Web site, you can conserve
resources for other services using the same connection, or other applications using the
same computer. When limiting connections to an individual Web site, remember that
most browsers typically make up to four simultaneous connections to download text
and graphics from a page. All connection attempts beyond the connection limit are
rejected.

Limiting Connections and Setting Connection Timeout

Limiting connections is a way to conserve bandwidth for other uses, such as e‐mail or
news servers, or for another Web site running on the same installation. All connection
attempts beyond the connection limit are rejected. When a browser stops working
unexpectedly or a connection is lost in midstream, the site continues to process data
until the timeout value is reached. Setting a timeout value reduces loss of processing
resources for broken connections.

To decide whether to limit connections

Use System Monitor to log the Current Connections, Maximum Connections, and Total
Connection Attempts counters in at least the Web Service and FTP Service objects.
Continue logging until you have a good sense of the normal range; typically, this can
take several days, to a week, or more.

To limit the number of connections

In the Internet Information Services snap‐in, select the Web site and click the Properties
button to display its property sheets. On the Web Site property sheet, select the
Limited to option. Type the maximum number of simultaneous connections you want
to allow in the Maximum Connections box. Note The Unlimited option permits as many
simultaneous connections as your bandwidth and processor can support. Type the
connection timeout value in seconds in the Connection Timeout box.

Network Connection Capacity

In addition to the hardware inside your computer, the type of network connection you
have can directly affect server performance. If your network connection cannot handle
the amount of data being sent across it, then the performance of your server is reduced.

The bandwidth available to IIS is also affected by other applications running on the
computer that require network bandwidth, such as e‐mail.

On a moderately busy site, IIS can completely saturate a 10‐Mbps Ethernet card. To
prevent the server from being restricted by limited network capacity, use either multiple
10‐Mbps Ethernet cards, or install a 100‐Mbps Ethernet or FDDI network card. To check
for network saturation, check for CPU % Utilization on both the client and the server. If
neither the client or the server is restricted by the CPU capacity, then something else is
the problem. Use Network Monitor, included with Windows 2000, to check the Network
Utilization. If the network is close to 100 percent utilized, for either the client or the
server, then most likely the network is the bottleneck. For more information on
accessing Network Monitor, see the Windows 2000 documentation.

Different brands of network cards perform differently. The performance of network
cards is also affected by the drivers and driver settings used when configuring the
network card. Check with the maker of your network card to see if updated drivers are
available. For information on the symptoms of network saturation, see Throttling
Bandwidth.

Internet Connection Type

Your Internet bandwidth determines how fast data arrives at your computer and also
how many requests can be serviced simultaneously. If you do not have sufficient
bandwidth for the number of requests coming to your site, delays or failures can occur.
The amount of bandwidth you have is a function of the type of connection you select.
This section discusses the various connection types and their corresponding capacities.
To figure the amount of bandwidth you need for your site, see Choosing the Right
Connection.

Your computer connects to the Internet through a network adapter card or other
network device, such as a modem or ISDN card. The rate at which your connection
transfers data is measured in bits per second (bps). The following table lists types of
connections and the capacity of each. The connection types described represent typical
levels of service for full Internet connections in North America and Japan. The Internet
services offered through ISPs in your country/region might differ significantly.

Internet Connection Types Connection Type Maximum Bandwidth

 Dedicated PPP/SLIP Modem speed
 56K (Frame Relay) 56,000 bps
 ISDN (using PPP) 56,000–64,000 bps
 T1 1,540,000 bps
o Fractional T1 Varies as needed

 T3 45,000,000 bps
 ATM 155,000,000 bps

In addition to the number of simultaneous users you anticipate supporting, you should
also consider the speed at which your files are sent to users. How fast your files are sent
is a function of connection speed and file size. A general guideline is that it should take
less than five seconds to send a page. This does not include external graphics, audio, or
video. External files typically load after the text loads. A general rule for external files is
that they should load in less than 30 seconds.

Once you have determined the amount of bandwidth needed for your Web or FTP
server, consider whether you will be offering other services that require bandwidth.
These services can include electronic mail (e‐mail), news, or audio or video streaming.
Be sure to include enough bandwidth for these services.

Typically, your Internet connection comes to a router, and a network adapter card
connects your computer to the router. You need a high‐performance network card to
prevent a bottleneck between your Internet connection and your computer. For
example, if your connection to the Internet is a T1 line with a 1.54‐Mbps bandwidth,
then having your servers on an Ethernet LAN with a 10‐Mbps bandwidth should be
sufficient. However, if you have a T3 connection to the Internet, you should consider
putting in a Fiber Distributed Data Interface (FDDI) LAN for your servers because the T3
bandwidth of 45‐Mbps is much greater than the Ethernet bandwidth of 10 Mbps.

HTTP Compression

HTTP compression provides faster transmission time between compression‐enabled
browsers and IIS. You can either compress static files alone, or both static files and
applications. If your network bandwidth is restricted, you should consider HTTP
compression, at least for static files, unless your processor utilization is already
extremely high.

When IIS receives a request, it checks to see if the browser is compression‐enabled. IIS
then checks the file name extension to see if the requested file is a static file or contains
dynamic content. If the file contains static content, IIS checks to see if the file has
previously been requested and is already stored in a compressed format in the
temporary compression directory. If the file is not stored in a compressed format, IIS
sends the uncompressed file to the browser, and adds a compressed copy of the file to
the temporary compression directory. If the file is stored in a compressed format, IIS
sends the compressed file to the browser. No files are compressed until they have been
requested once by a browser.

If the file contains dynamic content, IIS compresses the file as it is generated and sends
the compressed file to the browser. No copy of the file is stored.

The cost of compressing a static file is modest and is typically incurred only once,
because the file is then stored in the temporary compression directory. The cost of
compressing dynamically generated files is somewhat higher, because they are not
stored and must be regenerated with each request. The cost of expanding the file at the
browser is minimal. Compressed files download faster, so are particularly beneficial to
the performance of any browser that uses a network connection with restricted
bandwidth (a modem, for example).

By default, compressed files are given an expiration date of January 1, 1997, to prevent
proxy servers from serving cached copies of compressed files to browsers that are not
compression‐enabled. This also means that browsers will not display a cached copy of
the file on the next user request, but will return to the server for a fresh copy.

Enabling HTTP Compression

HTTP compression provides faster transmission of pages between the Web server and
compression‐enabled browsers. If your server generates a large volume of dynamic
content, consider whether the additional processing cost of compression is one that you
can reasonably afford. If the % Processor Time is already extremely high (80 percent or
more), compression is not necessarily a good option.

To test HTTP compression

Use System Monitor to log the % Processor Time counter of the Processor object over
several days to establish a baseline. This counter has a Total instance, and a separate
instance for each processor in the system. (If your server has more than one processor,
you should probably watch the individual processors as well as the total, to discover any
imbalance in the workload.) As an adjunct, you should probably also log the Bytes
Sent/sec counter of the Network Interface object. Enable compression and continue to
log the value of these counters for an extended period, preferably for several days, so
you have a good basis for comparison. Compare the values without and with
compression.

Note: If you see signs of blocking or bottlenecking during the test, you should promptly
stop the test. A significant drop in the value of either counter indicates that
performance with compression enabled has decreased when compared to performance
without compression enabled.

To enable HTTP compression

In the Internet Information Services snap‐in, select the computer icon and click the
Properties button to display its property sheets. Under Master Properties, select WWW
Service. Click the Edit button.
On the Service property sheet, select Compress static files to compress only static files
for transmission to compression‐enabled clients. To compress application files, select
both Compress static files and Compress application files. Type the path to a local
directory in the Temporary folder box, or use the Browse button to locate a directory
where compressed files will be kept. Note The directory must be on a local drive and it
must be on an NTFS partition. The directory, which should not be shared, cannot be a
compressed directory.

Set the maximum size to allow for the folder to either Unlimited, or limit the size by
typing a number in the Limited to text box.


i022376 ‐ Charts update slowly or display "Memory Low" message after upgrading displays from
infoAgent 1.1

Article ID Date Created Date Modified Category Status ‐ i022376 6/24/2004 6/24/2004 Articles Editorial
Review

Description

After upgrading from infoAgent 1.1 to 2.x, converted displays containing charts may
update at a slower rate than they did in 1.1. They may also display the following error
message in some cases:

"Memory Low: Unable to Plot Data"

Resolution

In infoAgent 1.1, the max points setting in charts was an artificial way to reduce (or
rather limit) the amount of data we would send across the network. As a result, a pen
might be requesting 3600 points but if max points was at 500, then that would be all
you would get. The problem was that the server would still get the 3600 points from the
iHistorian and then attempt to select 500 points to return, in this case roughly every 7th
value. The problem with this is it can distort the actual trend if, for example, 2 values
that were not picked were way out of the norm causing a spike in the data. To resolve
this problem the feature was removed, allowing the end user to have complete control
of the amount of data requested. However, this also requires that the user be a bit more

conscious about their pen settings by perhaps either limiting the duration and number
of pens or lengthening the interval to something a little more reasonable. This may give
the initial impression that 2.0 performs slower than 1.1, when in fact we are just
returning more data than we used to. The amount of pens, duration size, and interval
settings that you should use to get the best performance will depend on the speed and
available memory of the PC's involved. This makes it difficult to set a hard defined limit
for these items so you may want to consider doing some testing with your charts to
determine what is reasonable. A good way to determine what your system can handle
may be to calculate the number of data points your charts are currently returning,
adjusting pen settings until the performance is good, and then using the new data point
count as a guideline when building new charts. For example, one pen with a 24 hour
duration and a 1 second interval will return 86,400 data points. If you have 15 pens in
one chart, all using this same setting, your total data point count would be 1,296,000
data points. This is most likely far too much data and will probably slow your system
down considerably. In this scenario decreasing the number of pens and increasing your
interval to something more reasonable can greatly increase performance.

In addition, if you are using Auto Update you will need to take the Auto Update Rate
setting into consideration. If your chart normally takes 10 seconds to update, then
setting your Auto Update Rate to 10 seconds or less will create a constant load on the
system. It is a good idea to set your Auto Update Rate to something at least slightly
longer than the time it takes for your chart to populate. This way your chart will have
time to completely plot the new data before making another request.


i021072 ‐ Browsing infoagent Displays

Article ID Date Created Date Modified Category Status ‐ i021072 9/9/2003 9/10/2003 Articles Published

Description

Taking a long time to browse through infoagent displays. You have cancelled out any
bandwidth problems and Server performance.

Solution

Making the time range shorter or increasing the interval of the query to see the amount
of data being returned;
Also to see how many different items are on the screen asking for data. These are all
separate queries that must be done against the server. If the screen automatically
updating, all of the queries will fire at that interval.

RMI port settings and Client performance

There is a change you can make to the infoAgent\webapps\infoAgentSrv\WEB‐
INF\web.xml file and a change in the router configuration used to access the infoAgent
server that may help with client performance.

The web.xml file contains a <servlet> node and a specific parameter needs to be
modified.

The RMIOutgoingPort Value needs to be set to an unused port other than 0 and this
port needs to be open from the server side. Port 1099 also needs to be opened.

We have seen the time to the login drop from 4 minutes to 1 minute and the post login
to default display drop from 15‐17 minutes to about 4 minutes depending on line speed
at the client.

Also, you can check your current bandwidth from the client by hitting Ctrl‐Shift‐B

Basics of Troubleshooting Tomcat5

What is Tomcat is probably the most common question everyone has:

Tomcat is a free, open‐source implementation of Java Servlet and JavaServer Pages
technologies developed under the Jakarta project at the Apache Software Foundation.
Tomcat is available for commercial use under the ASF license from the Apache web site
in both binary and source versions.
Sun adapts and integrates the Tomcat code base into the J2EE SDK and owns and
evolves the JavaServer Pages and Java Servlets specifications under the Java Community
Process.
Essentially Tomcat is an ends to a means in order to make RTIP run in the environment
that we built it in. It is a pretty solid product, and if you are curious about it, visit this
website:

http://tomcat.apache.org/

Fortunately, Tomcat is one of the areas that rarely if ever has problems, and for the sake
of sanity, if you do have issues with Tomcat and need to figure out what happened,
please visit:

http://tomcat.apache.org/faq/logging.html

This page will be a great resource in your resolution, and will assist in explaining why
something may have happened.

Basics of troubleshooting Java

Sun Java is the main supported Java client that is recommended to be used with our
product. The client itself can be located at:

http://www.java.com/en/download/manual.jsp

**RTIP 2.5 and 2.6 use Java 1.5 where‐as RTIP 2.1 and earlier use Java 1.42**
**RTIP 2.5 and 2.6 are static and can use only the java client specified in the E‐book, 2.1 and earlier are dynamic
and require 1.4.2 or 1.3.X and can use either/or**

Java common problems and fixes

You may receive a memory error while working in the client. This can happen for a
couple of reasons whether due to svg file (iFIX picture) import or requesting a lot of data
through charts or just working in the application.

Memory error during import

You may encounter memory errors while attempting to import either one very large file,
or a series of files. If this occurs, you will receive a message stating that there has been a
memory error. Any files that were selected for import but not processed appear light
gray in the list. It is recommended that you restart your web browser after receiving this
error.

If you encounter the memory error, try the following:

1. If you are importing multiple files, try importing a smaller number of files at a
time.

2. If you are importing a single, large picture, in iFIX, edit the picture so that it
contains fewer objects. You can then re‐export the picture and try the import
again.

3. If you are importing a single, large symbol/tag group file, then that file should be
broken up into multiple, smaller tag group files and re‐exported. For more
information on using multiple symbol files in a picture, refer to the iFIX Electronic
Books symbols topics (tip: type symbols in the Electronic Books Index).

NOTE: In some extreme cases, the import will never return (that is, the Import utility is
unresponsive). If this occurs, cancel the import, restart your browser, and follow the
same steps to prevent the problem (see previous bullet points).

Out of Memory
It is possible to run into situations where the amount of java heap space becomes
inadequate on the server to execute some queries. An example of this may be an sql
query that returns a very large result set, probably consisting of both a large number of
rows and columns. While it may be more likely that you would first see this behavior on
the client, it can happen on the server as well. This is particularly true if you also happen
to have a large number of data sources configured. Each data source requires memory
for code and data storage as well as a handful of threads (currently set to 7) that handle
processing requests as they come in, as well as periodic browse requests and pool
management. Some data sources, such as the EDA and Historian connectors also cache
potentially large amounts of tag information to help improve performance.

The behavior of a server that has experienced an out of memory condition is to
eventually become unresponsive. Queries for data will begin generating errors that may
result in the red “E” error symbol being displayed in display that is in run mode.
Communication with the server may become problematic as the server fails to create
threads to handle new communication requests. If logging in to a server in this state, the
login dialog may fail to be displayed for a prolonged period, as we wait for a
communication request to timeout. It is also common to see a message displayed at
some point on the client stating that there is a problem with the connection to the
server.

If any of these behaviors are noticed, check the log file
YourInstallationDirectory\logs\Tomcat.log which is generated by the servlet engine. If
you see references to a java.lang.OutOfMemoryError message, then you have in fact
run out of java heap space on the server. When the Tomcat (the servlet engine) is run, it
reads some parameters that dictate the minimum and maximum size of the java heap in
the server. Currently both values are set to 512Mb.

To change these values, you simply need to modify 2 keys in the registry. To run the
registry editor, specify regedit in the Start \ Run dialog. Traverse down to the
HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun
2.0\InfoAgentSrv2\Parameters\Java key. The editor should look like the following
window:

The values JvmMs and JvmMx are the values that need to be modified. JvmMs specifies
the minimum size of the java heap and is set to 512Mb. JvmMx specifies the maximum
size of the java heap and is also set to 512Mb. If you need to enlarge the java heap to
handle large requests for data or very large numbers of data sources, you must modify
JvmMx to this new value. You may optionally increase JvmMs as well but since this
defines the minimum value, this is not required.

If for some reason you wish to run the Tomcat process interactively instead of as a
Windows Service, you can modify the YourInstallationDirectory\bin\catalina.bat and
make the same changes here.

Please keep in mind that this only addresses the java heap. While this accounts for much
of the memory used by the server, the total memory use of Tomcat will be considerably
larger. That is because much of the support code from the jvm itself to the Tomcat
service executable code to some of the connectors is not written in java.

If you have a small system with only a few connectors, small number of users and no
need for very large data requests, you may also find it advantageous to reduce these
settings. This could free up memory to be used elsewhere on your server.

Memory Limits and how to Adjust

Changing Java Virtual Machine Memory Limits for 1.4.x

To improve Proficy Portal performance and scalability, you can change the amount of
memory available for use by the Java Virtual Machine (VM). To do this, you must access
the Java Plug‐in Control Panel.

To change Java VM memory limits:

1. Access the Java Plug‐in Control Panel (choose Start | Settings Control Panel and
double‐click Java Plug‐in.

2. Click the Advanced tab.

3. To set the maximum and minimum heap size to 256MB, add the following to the
Java Runtime Parameters box:

‐Xms256m ‐Xmx256m

4. Click the Apply button.

5. Exit the Java Plug‐in Control Panel.

Changing Java Virtual Machine Memory Limits for 5.x (JRE 1.5)

To improve Proficy Portal performance and scalability, you can change the amount of
memory available for use by the Java Virtual Machine (VM). To do this, you must access
the Java Plug‐in Control Panel.

To change Java VM memory limits:

1. Access the Java Plug‐in Control Panel (choose Start | Settings Control Panel and
double‐click Java Plug‐in.

2. Click the Java tab.

3. Click View under Java Applet Runtime Settings

4. To set the maximum and minimum heap size to 512MB, add the following to the
Java Runtime Parameters box:

‐Xms512m ‐Xmx512m

5. Click the Apply button.

6. Exit the Java Plug‐in Control Panel.

Basics of RTIP Connectors and Setup

Data source connections allow you to bring your data into Proficy Portal displays, where
it can then be monitored and analyzed. Information on how to set up and use specific
types of data sources in Proficy Portal is provided to help you build meaningful displays.
Symbols, templates, and expressions are also described in this section, including how
they are used with data sources to provide further flexibility in displays.

The most common data source that RTIP connects to is iHistorian and SQL. Between
these two data sources, there is essentially a lot that the customer can experience
issues with from connection problems, iHistorian collector issues, or data source (DB)
issues.

NOTE: Ideally it is strongly recommended that you be very familiar with all connector
types and their functions.

Connectors

To view the current connectors, go into configure mode, then head to administration.
From there you will be able to see 3 boxes on the left hand side:

 Connectors & Data Sources
 Settings & Diagnostics
 Roles & Users

Testing and Configuring

In order to test to ensure that the connector is actually working, check under the
connector that you are needing to repair, e.g. IHistorian. From this point, you can
simply highlight the DB that the user configured, and click test on the configuration
window. If the test locks up, or fails try to create a new connector to the same server
again.

If the condition stays the same, check the following to ensure that it’s a simple fix:

 Check the licenses the client has to ensure that they are supposed to be able to
connect to that data source.
 Check to ensure that the data source is running. E.g. iHistorian, SQL, iFIX, etc.

If these 2 steps fail, restart IIS Admin, and infoagentsrv2 services and try again.

From this point, once the connectors show that they are connecting, it would be
prudent to refresh the browser cache for the connector in question. To do this:

1. Go back into the RTIP admin
2. To connectors
3. Highlight the connector in question

From this point, on the right panel, click the refresh browser cache button.

After performing this action, if you go back to configuration mode, click on data sources
on the bottom left corner, and the data source should be in red. It will stay in this state,
and you can watch each tag come in, until all tags have been collected in cache from the
data source. Most connections take only a few minutes, but others can take up to 20
min to 30 min depending on the number of tags.

TIP:
Connectors are relatively simple from a support perspective, if the connector does not
connect, rarely is it the connector itself causing the problem. Break the issue down into
segments, and trace the breakdown. E.g. Data source to DB to RTIP

RIF Connector

The RIF Connector is designed to allow RTIP a backdoor to needed connections on other
PC’s. With the RIF Connector, we can seamlessly connect to RTIP needed data sources
without having to authenticate against the domain each time we need a bit of
information.

To have it work, you need to install the RIF connector at the data source, then simply
activate it, put it to remote, set your port, and away you go.

The only real problem with RIF is during the install/uninstall of the connector, at time it
will not remove the associated registry keys and thus will not allow you to connect to it
after. If you run into this situation, head to regedit from the run menu:

 HKEY_CLASSES_ROOT\Software\RIFServ

And delete this key. Afterwards, reinstall RIF, and it should function properly.

Basics of RTIP Permissions and Security

There are two areas of focus when looking at any security issue within RTIP. First is
Windows authentication, and next is RTIP internal permission setup. The difference is
as follows:

What is Windows Authentication

Windows Authentication controls how RTIP interacts with Windows both locally on the
machine and on the domain (if present). It also controls how the user can log into RTIP
as RTIP can use Windows Authentication to authenticate users before viewing any pages
within RTIP. This is done by verifying the username and password against the current
windows login, and then versus the current domain the user must log into if present.

What is RTIP Authentication

Once the user has successfully authenticated against their current windows account,
RTIP Authentication then takes over and based on their username and password, allows
them access to certain features and functions relating only to RTIP. You can limit them
right down to view only, to allowing them to change and modify all settings.

I can’t log in!!

Problems logging in or loading the infoAgent client (Proficy Real‐Time Information
Portal) web page.

This portion attempts to address the following:

"An error has occurred with the server connection." when attempting to login

or

“You are not authorized...” errors when try to load the web page

or

General web page loading issues

There are a number of reasons why these issues can occur, and most are IIS related. The
first thing you should do is check to see that you can load a test web page from the
default website. To do this you can try to load one of the default web pages (for
example http://servername/postinfo.html) or you can drop your own example html file
into your wwwroot directory and try to load that instead. If you cannot load the page,
then this indicates that there is a problem with IIS. If IIS cannot serve out any web
pages, then Proficy Portal will not work. Below are some suggestions for resolving these
issues with respect to Proficy Portal. However, if after exhausting all of these options
you still cannot load a test web page you should contact Microsoft for support on
troubleshooting IIS. If you are able to load a test web page, but still cannot connect to
Proficy Portal successfully, then please contact GE Fanuc for technical support.

IIS CONFIGURATION

Check IIS configuration in the following areas

Open the properties for the default website under IIS and check the tab called ISAPI
filters. The item jakarta should be displayed, it's status should be Loaded, priority should
be High, and check the path specified and make sure that it points to the correct
location for isapi_redirect.dll for your current version of Proficy Portal.

You will also want to check the Directory Security tab and click Edit under Anonymous
access and authentication control. Make sure anonymous access is checked, click edit,
and make sure that the user specified is the IUSR_<machinename> and allow IIS to
control password is checked. These are the default settings for IIS. If you have other

websites and do not want to enable anonymous access for all of them then you can
change this setting for just the infoAgent2 and jakarta virtual directories.

Check web sharing for the following directories and make sure that the aliases are
configured correctly. Below are examples using the default installation directories.

For 2.0
 \Intellution\infoAgent\bin\i386\win32
 Alias: jakarta

 \Intellution\infoAgent\webapps\infoAgentSrv
 Alias: infoAgent2

For 2.1 and Higher
 \Program Files\GE Fanuc\Proficy Portal\bin\i386\win32
 Alias: jakarta

 \Program Files\GE Fanuc\Proficy Portal\webapps\infoAgentSrv
 Alias: ProficyPortal

Make sure ISAPI caching is enabled. Open the properties dialog for the default website,
go to the Home directory tab and click Configuration. If cache ISAPI applications is
unchecked, check it and click Apply.

Windows Security

Check your local user accounts for Windows and make sure that the following users
exist and that the accounts are not disabled or locked out.

 IUSR_<machinename>
 IWAM_<machinename>

If using NTFS double‐check directory security. Make sure the web users
IUSR_<machinename> and IWAM_<machinename> have at least read access to the
following default directories.

For 2.0

 \Intellution\infoAgent\bin\i386\win32
 \Intellution\infoAgent\webapps\infoAgentSrv

For 2.1 and higher

 \Program Files\GE Fanuc\Proficy Portal\bin\i386\win32
 \Program Files\GE Fanuc\Proficy Portal\webapps\infoAgentSrv

General

1. Check your key. You can do this by running ikeydiag from Start/Run. Check the
infoAgent tab and make sure the infoAgent License version is correct. 1.1 should
display as 1.1. 2.0 and 2.1 should display as 2.0 or 2.X.

2. Check your java version. Open the Java control panel applet from the Control
Panel and check the About tab. Make sure the java version is supported as
outlined in the Proficy Portal documentation. If you have more than one version
installed, make sure IE is set to use the correct version. This can be changed in IE
under Tools\Internet Options\Advanced.

3. Check for other applications that might conflict with IIS. (CIMPLICITY Plant
Edition, CIMPLICITY Machine Edition, Proficy Plant Applications)

4. Some applications might install their own webserver which may use settings that
conflict with IIS default settings used by Proficy Portal. For example, CIMPLICITY
installs it's own web server using port 80 and because IIS also uses port 80 as it's
default port, changes may need to be made before for the applications will work
together.

5. To change the default port for CIMPLICITY Machine Edition

 control panel > CME web server > change port number or change from
enabled to disabled

6. To change default port for CIMPLICITY Plant Edition

 cimplicity program group > hmi > cimplicity options > web view tab >
advanced > web server, change http port under web view

7. Change these from port 80 to something else and restart the machine.

8. Check for PCAnywhere Host running on the machine. If the Host is running either
in the system try or as a service, stop the host and test again.

9. Check Windows and IIS version. If running IIS 6.0 (Windows 2003 Server) please
read the release notes for additional instructions.

Log Info

If the problem continues there are many places we can look for log info related to
Proficy Portal and IIS. There is also a logging level that you can set within the Admin, but
you will need to consider file size and file count as well. If you contact GE Fanuc
technical support, the agent may ask you for these logs.

Logs related to Proficy Portal can be found in the following locations on the server
machine:

For 2.0:
 \Intellution\infoAgent\logs
 \Intellution\infoAgent\webapps\infoAgentSrv\WEB‐INF\logs

For 2.1/2.5/2.6:
 \Program Files\GE Fanuc\Proficy Portal\logs
 \Program Files\GE Fanuc\Proficy Portal\webapps\infoAgentSrv\WEB‐INF\logs

The logging level can be set under Settings and Diagnostics in the Admin. If you set the
logging level to verbose, the logfiles will fill up much quicker so you may want to
increase the File size and File count parameters to ensure that the logs do not get
overwritten quickly.

IIS logs can be found in:

 [Windows Directory]\System32\LogFiles\W3SVC1

Windows event viewer will also display any error messages related to IIS under the
system and application logs.

On the client you can enable java logging through the java control panel applet or you
can get the same log info by right clicking on the java icon in the system tree and
selecting "Open Console". Once the console appears, you can then start full logging
within the console by hitting 5. This can be copied and pasted to a text file.

You can also test the bandwidth from the client by hitting Ctrl‐Shift‐B.

Also you can run tomcat from the command line and we may see some additional error
output in the console window. To do this, stop the Proficy Portal service, run the
following from a cmd prompt, and then start the client and reproduce the problem:

 \infoAgent\bin\catalina.bat start

Other Options

1. Uninstall all versions of JAVA and reinstall the version from the Proficy Portal CD.
2. Uninstall and reinstall IIS
3. You may need your OS install cd or network location access to run through this.
Also, make sure the Proficy Portal server is shutdown.

4. Go to control panel‐Admin tools‐Internet Information Services. Right click on
your machine name and select Backup/Restore configuration menu. Do a create
backup. Give it a name.
5. Go to Add/‐Remove programs, click on the Add/Remove Windows Components
button on the left side.
6. In the dialog, if IIS is checked, uncheck it. Run through to completion.
7. Once, IIS is removed, go back into the dialog, check the IIS option this time and
run to completion. IIS is reinstalled.
8. Repeat Step 1. But this time, do a restore on the previously backup metabase.

Start RTIP server and see if your clients can connect to it now.

If it becomes a matter of RTIP Username and Password are different from the domain
username and password, and above all else the user has no idea what they are, and no
one else in their building has Administrative rights within RTIP, your left with two
options. First, and do so with extreme caution, you can modify an XML file. It is
STRONGLY recommended that you make a copy of this file before changing it, and
always contact a Tier3 Agent before speaking of, or doing anything with these files. The
files that can be modified are:

 2.X Clients policy.xml
 1.1 Clients web.xml

The final option, and the one that you want to avoid especially when the client has a lot
of displays, is to reinstall RTIP. This is a last and final option. BEFORE UNINSTALLING –
BACKUP RTIP!

NOTE: It is much easier to read this file using Word then Notepad due to
line formatting within the editor. As well, after finishing, ensure that you
are resaving the file as policy.xml or web.xml depending on the version of
RTIP you are supporting.

User is prompted to log into Proficy Portal twice

If users are prompted to log into Proficy Portal twice (and the second time they are
granted access), check that the server's computer name does not contain any special
characters. Special characters include any characters other than a‐z, 0‐9, and hyphen. If
the host computer name does contain special characters, change the name to valid
characters.

WARNING: Renaming the host computer name can cause some applications to stop
working. For example, if you run an SQL server on a machine and change its name, you
may have to re‐run the SQL setup from the installation CD.

Users with no password set cannot log into Proficy Portal when Security is
enabled

If you have not set a password for a user account, and you enable Security in Proficy
Portal, that user account will not be able to log into the Proficy Portal server.

To work around this, modify the Local Security Policy so that the password is disabled.
To do this, access the Local Security Policy Windows control panel and set the minimum
password length to zero.

Using iFIX Pictures with Proficy Portal

iFIX pictures can be used in Proficy Real‐Time Information Portal displays without having
to entirely recreate the pictures as Proficy Portal displays. First, in iFIX, an export utility
is used. The export utility converts iFIX pictures to a common format that can then be
imported into Proficy Portal. The main purpose of the export/import process is to
maintain visual integrity of the iFIX picture, and additionally, it captures animations,
data source definitions, and simple commands, where there are direct equivalents in
Proficy Portal. Using this method, you can speed the process of creating Proficy Portal
displays based on existing content from iFIX.

Before Starting

Before using the iFIX export/Proficy Portal import utility, you must ensure that the
following are installed (as a minimum requirement):

 Proficy HMI/SCADA ‐ iFIX version 3.5

 Proficy HMI/SCADA ‐ iFIX35_SP1 SIM
 Proficy HMI/SCADA ‐ iFIX35_117410305 SIM
 Proficy HMI/SCADA – iFIX35_149769164 SIM
 Proficy HMI/SCADA ‐ iFIX35_292319B SIM
 Proficy Real‐Time Information Portal version 2.5.

IMPORTANT: To use the Import Display utility in Proficy Portal, you must have full
access privileges to the Administration application. If you do not have access to the
Administration application, the Import Display menu item will not be available. For more
information on Proficy Portal security settings, refer to the Securing Proficy Portal topic
in the Proficy Portal online help.

Backup and Restore of RTIP
Taken From RTIP E‐Book that comes with every install.

If you type in “Backing up and Restoring Proficy Portal Files” you will end up with the
following article:

To protect yourself against power surges, hardware failures, or accidental data loss, plan
to back up your Proficy Portal data regularly. These scripts should be used for backing up
and restoring the same version of Proficy Portal.
The following example scripts can be used to automate the backup and restore process.
You must have the WinZip utility installed on your server for these scripts to work, and
be sure to update directory paths as required. Use the first script
(backupProficyPortalData.cmd) to back up the files and the second script
(restoreProficyPortalData.cmd) to restore the files.

NOTE: The following scripts were tested with WinZip version 9.0, with the command line
add‐on for WinZip. The command line add‐on is required.

The backupProficyPortalData.cmd and restoreProficyPortalData.cmd files can be placed
anywhere on the same drive Proficy Portal is installed on, but do not have to be in the
Proficy Portal directory. These files can be edited; however, if the paths are changed to
include spaces, make sure the path is contained in quotation marks (e.g. set
WINZIPADDRESS="C:\Program Files\WinZip").

The Backup command creates a directory in the Proficy Portal folder called 'backup'. The
following are backed up:
 All displays, pen and event groups for each user, role, and AllUsers.

 All statements and schemas from the SQL Statement Builder.
 Configuration files for all default connectors.
 Configuration files for the RIF configurator.
 All security settings.

After the Backup and Restore commands have been run, the backup directory will
contain the following:
 PRTIPbackup.zip
 backup.log
 restore.log

Ensure the Proficy Portal server is shut down before executing the Backup and Restore
commands.

backupProficyPortalData.cmd
@echo off
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem ENTER THE FOLDER IN WHICH THE FILE WZZIP.EXE IS SITUATED
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo WinZip Address
set WINZIPADDRESS="C:\Program Files\WinZip"
set /P WINZIPADDRESS="[default] %WINZIPADDRESS% :"
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem ENTER THE FOLDER IN WHICH PROFICY PORTAL IS INSTALLED
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Proficy Portal Address
set PROFICYPORTALADDRESS="C:\Program Files\GE Fanuc\Proficy Portal"
set /P PROFICYPORTALADDRESS="[default] %PROFICYPORTALADDRESS% :"
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem CHANGING DIRECTORY SO PATHS ARE INDEPENDENT OF INSTALL LOCATION
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
set OLDDIR=%CD%
CHDIR %PROFICYPORTALADDRESS%
MKDIR backup
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem SETTING PATH TO ZIP FILE AND LOG FILE
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
set ZIPFILE="backup\PRTIPbackup.zip"

set LOG="backup\backup.log"
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem CREATING THE ZIP FILE HERE
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Preparing to create the zip file...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\AllUsers\
>>%LOG%
echo AllUsers folder added...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\QED
>>%LOG%
echo QED folder added...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\Roles
>>%LOG%
echo Roles folder added...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\Users
>>%LOG%
echo Users folder added...
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem THIS IS WHERE CONNECTOR FOLDERS ARE ADDED
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs ‐x*.jar %ZIPFILE%
webapps\infoAgentSrv\config\datasources\Alarms >>%LOG%
echo Alarms folder added...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs ‐x*.jar ‐x*.pdb %ZIPFILE%
webapps\infoAgentSrv\config\datasources\EDA >>%LOG%
echo EDA folder added...
webapps\infoAgentSrv\config\datasources\iHistorian >>%LOG%
echo iHistorian folder added...
webapps\infoAgentSrv\config\datasources\OPC >>%LOG%
echo OPC folder added...
webapps\infoAgentSrv\config\datasources\PDB >>%LOG%
echo PDB folder added...
webapps\infoAgentSrv\config\datasources\PeHistPt >>%LOG%
echo PeHistPt folder added...
webapps\infoAgentSrv\config\datasources\PeRtp >>%LOG%
echo PeRtp folder added...
webapps\infoAgentSrv\config\datasources\PI >>%LOG%
echo PI folder added...

webapps\infoAgentSrv\config\datasources\SQL >>%LOG%
echo SQL folder added...
webapps\infoAgentSrv\config\datasources\VisualSPC >>%LOG%
echo VisualSPC folder added...
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem DELETING PATH SPECIFIC CONFIG FILES
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
%WINZIPADDRESS%\wzzip ‐d %ZIPFILE%
webapps\infoAgentSrv\config\datasources\Alarms\Config.xml
webapps\infoAgentSrv\config\datasources\EDA\Config.xml
webapps\infoAgentSrv\config\datasources\iHistorian\Config.xml
webapps\infoAgentSrv\config\datasources\OPC\Config.xml
webapps\infoAgentSrv\config\datasources\PDB\Config.xml
webapps\infoAgentSrv\config\datasources\PeHistPt\Config.xml
webapps\infoAgentSrv\config\datasources\PeRtp\Config.xml
webapps\infoAgentSrv\config\datasources\PI\Config.xml
webapps\infoAgentSrv\config\datasources\SQL\Config.xml
webapps\infoAgentSrv\config\datasources\VisualSPC\Config.xml >>%LOG%
echo deleting unneeded config files >>%LOG%
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE%
webapps\infoAgentSrv\config\RIFServ >>%LOG%
echo RIFServ folder added...
%WINZIPADDRESS%\wzzip ‐a ‐r ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\maps
>>%LOG%
echo maps folder added...
%WINZIPADDRESS%\wzzip ‐a ‐P ‐whs %ZIPFILE% webapps\infoAgentSrv\WEB‐INF\*.xml
>>%LOG%
echo Policy.xml and Web.xml added...
CHDIR %OLDDIR%

To back up
1. Ensure the WinZip command line add‐on is installed.
2. Shut down the Proficy Portal server.
3. Double‐click backupProficyPortalData.cmd
4. Follow the prompts. If the paths are correct, press ENTER; if the paths are not
correct, change them.
5. When the backup is complete, start the Proficy Portal server.

restoreProficyPortalData.cmd
@echo off
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem Enter the folder in which the file wzunzip.exe is situated
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Enter WinZip Address
set WINZIPADDRESS="C:\Program Files\WinZip"
set /P WINZIPADDRESS="[default] %WINZIPADDRESS% :"
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem Enter the folder in which Proficy Portal is installed
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Enter Proficy Portal Address
set PROFICYPORTALADDRESS="C:\Program Files\GE Fanuc\Proficy Portal"
set /P PROFICYPORTALADDRESS="[default] %PROFICYPORTALADDRESS% :"
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem Enter the path to the Proficy Portal backup file
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Enter Path to Backup Zip File
set BACKUPADDRESS=%PROFICYPORTALADDRESS%"\backup\PRTIPbackup.zip"
set /P BACKUPADDRESS="[default] %BACKUPADDRESS% :"
MKDIR %PROFICYPORTALADDRESS%\backup
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
rem Extracting all files from the zip file to their appropriate path here
rem ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐
echo Extracting the files from the zip file...
%WINZIPADDRESS%\wzunzip ‐e ‐d ‐yo ‐o ‐Jhrs %BACKUPADDRESS%
%PROFICYPORTALADDRESS% >>%PROFICYPORTALADDRESS%"\backup\restore.log
echo All files extracted

To restore
1. Ensure the WinZip command line add‐on is installed.
2. Shut down the Proficy Portal server.
3. Double‐click restoreProficyPortalData.cmd
4. Follow the prompts. If the paths are correct, press ENTER; if the paths are not
correct, change them.
5. Check the log file to verify that files were extracted to the intended directories. If
no log file exists, then the restore was not successful.
6. When you are finished restoring, start the Proficy Portal server.

NOTE: When restoring, do not overwrite existing files.

NOTE: A role that does not have at least one user associated with it will not be restored.

Logs and locations

IIS Logs

IIS 5 (Windows 2000/XP):

 %windir%\system32\Logfiles\W3SVC# (Default location; configurable)

IIS 6 (Windows 2003):

 %windir%\system32\Logfiles\W3SVC# (Default location; configurable)
 %windir%\System32\Logfiles\HTTPERR (Default location; configurable)

RTIP Logs

For 2.0

 \Intellution\infoAgent\logs
 \Intellution\infoAgent\bin
 \Intellution\infoAgent\webapps\infoAgentSrv\WEB‐INF\logs

For 2.1 and greater

 \Program Files\GE Fanuc\Proficy Portal\logs
 \Program Files\GE Fanuc\Proficy Portal\bin
 \Program Files\GE Fanuc\Proficy Portal\webapps\infoAgentSrv\WEB‐
INF\logs

TIP:
The logging level can be set under Settings and Diagnostics in the Admin of RTIP. If you set the
logging level to verbose, the log files will fill up much quicker so you may want to increase the
File size and File count parameters to ensure that the logs do not get overwritten quickly.

Windows Logs

 Event Viewer

Java Logs

 On the client you can enable java logging through the java control panel applet
or you can get the same log info by right clicking on the java icon in the system
tree and selecting "Open Console". Once the console appears, you can then start
full logging within the console by hitting 5 and also add timestamp info by hitting
the letter O. The results can be copied and pasted to a text file.

Apache Tomcat Logs

 Also you can run tomcat from the command line and we may see some
additional error output in the console window. To do this, stop the infoAgent
service, run the following from a cmd prompt, and then start the client and
reproduce the problem:

 \infoAgent\bin\catalina.bat start

Tips and Tricks

 Many of the problems that customers have or create for themselves can actually
be solved if they review the documentation in the E‐Books. There is a TONNE of
information within the manual.

 If there is any connector that is not connecting to a DB or a collector to data
source, ALWAYS ensure that they are licensed for it. Many of the pull your hair
out issues are simply that they recently merged two keys onto one, or updated a
key, and there was an option missing.

 Minimize the clutter coming from the customer. Many customers will barrage
you with useless information about the product they are making, or the weather,
time of day, solar flares, anything and everything but the problem. Break the
problem down to the simplest terms. Break it down into I have a problem with
“A” because I can’t see/or do “B”.

 With open ended software, the possibilities for problems are endless, thus, do
not be afraid to say “I don’t know, I’ll have to get back to you.”

 Two words: Screen Shots. When a customer is having issues finding the words to
describe their problem, get screen shots, or do a remote desktop session if
possible or convenient.

 Get step‐by‐step instructions!! Customers often leave out information as with
anything, they just don’t see how it could be a problem, or they’ve always done
it like that. Have them give you detailed step‐by‐step : this is what I click on,
then this, then this option, instructions. You’ll save yourself a lot of time, and
often customers will notice the error themselves and just fix it.

Questions to ask the client

Ok, so now you understand what RTIP is about, and how to troubleshoot the basics of
the software. So what questions can you ask in order to get the most information from
the client you are speaking to? The following is a list of examples of questions that will
give you the most from your client.

Is your problem with the RTIP server, client, or connectors? Please answer the
questions from the relevant section below.

General

 Is the RTIP system in development or has it been deployed to an active process?
 Can you reproduce the issue you are seeing? If so, please describe in detail.
 What SIMS are installed on the server?

Server

 Is the infoAgent service crashing or stopping unexpectedly?
 Are you seeing a specific error message? If so, please copy and paste it below.
 Please send the current log files. These can be found in the different locations
depending on your version of RTIP.

Client

 Does the problem happen from all client machines?
 Does the problem happen when running the client locally on the server
machine?
 Are you having a problem retrieving data. If so, have you tried a query from
client programs other than RTIP (SQL tool, iHistorian Admin, OPC client, etc..)?
Also, check your connector configuration and make sure it tests successfully.
 Have you tried clearing your internet cache and Java cache from the Java control
Panel applet?
 Which JRE version(s) are installed on the machine?

Connector

 What type of connector are you using?
 Which server are you trying to connect to? If using an OPC Connector, what is
the OPC Server? If using a relational database connector, which database, SQL,
Oracle? Etc..
 If using a SQL connector, what is the connection string in the admin?
 If using an OPC connector, what is the ProgID?
 Is the connector configured for Local or Remote?
 Does the connector Test successfully from the Admin?
 Has this connector ever connected successfully?
 Do you have this issue with other RTIP connectors?

If you are able to read and display data, but not able to make and save changes or write
data like annotations, check your security configuration as well as your hardware key.

 Is security enabled? If so, is it set for Domain or Local security? Does the current
user have the necessary rights configured under users and roles?
 Does the problem happen in a brand new display or chart?
 Please upload contents of Java console with tracing turned on. Open the Java
console by right clicking on the icon in the systray. Hit 5 to turn on full tracing
and copy and paste the contents after reproducing the problem again with
tracing turned on.

Sample Email:

(Client Name),

I am writing to follow up on our previous conversation regarding performance issues on
your RTIP 2.6 Server. As we know your server meets all of our system requirements,
would you please answer the following questions:

 Is the RTIP system in development or has it been deployed to an active process?
 Can you reproduce the issue you are seeing? If so, please describe in detail.
 What SIMS are installed on the server?
 Is the infoAgent service crashing or stopping unexpectedly?
 Please send the current log files. These can be found in the different locations
depending on your version of RTIP. (PROVIDE RELIVANT LOG LOCATIONS TO
CLIENT)

Connector Specific

 What type of connector are you using?
 Which server are you trying to connect to? If using an OPC Connector, what is
the OPC Server? If using a relational database connector, which database, SQL,
Oracle? Etc..
 If using a SQL connector, what is the connection string in the admin?
 If using an OPC connector, what is the ProgID?
 Is the connector configured for Local or Remote for your OPC Connector?
 Does the connector Test successfully from the Admin?
 Has this connector or any ever connected successfully?
 Do you have this issue with other RTIP connectors?

Please provide any additional information you may feel relevant to your current issue,
E.g. new anti‐virus and/or update, hardware changes, windows updates, new software
installed, new software/hardware firewall/proxy installation or update.

Have a great day!

(YOUR NAME)
GE Fanuc Plant Intelligence Support
1.800.GEFANUC

System Requirements

Proficy Portal System Requirements VERSION 2.1 and Higher
Similar Guidelines can be applied to RTIP 1.X to 2.0, but not as enforced.
The Proficy Portal server has the following requirements:

Server Requirements

 Pentium III / IV 1 GHz computer with 1 GB RAM (minimum).
 Microsoft Internet Information Services (IIS) web server v5.0 or later, or Apache
version 2.0.52 or later.
 Windows 2000 Server with Service Pack 3 or higher, Windows 2000 Advanced
Server with Service Pack 3 or higher, or Windows Server 2003.
 250 MB of disk space for installation.
 100 MB of additional free disk space.

Client Requirements
Your Proficy Portal clients require the following hardware and software:

 Pentium III 500 MHz or faster computer with 512MB of RAM.
 An Ethernet connection, supporting TCP/IP.
 Java Run‐time plug‐in v5.0. If the plug‐in does not already exist on the client
machine, it installs automatically when Proficy Portal is accessed. User must be a
member of Power Users or Administrators Windows security groups for a
successful install of the Java plug‐in.

NOTE: Other software that runs on the same machine as the Proficy Portal
client may run a different version of the Java Run‐time plug‐in. Multiple
versions of the Java Run‐time plug‐in can be run in different browser sessions.
However, if you attempt to run multiple versions in the same browser session,
the attempt will fail.

 Microsoft Internet Explorer v5.5 or later, with the latest service pack.
 Adobe Acrobat Reader v6.0 or later
 One of the following operating systems:
o Windows 98, Second Edition
o Windows NT v4.0 Service Pack 6 or higher
o Windows ME
o Windows 2000 Service Pack 3 or higher
o Windows XP Service Pack 1 or higher
 A valid pointing device, such as a mouse

Rtip TS 101

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BASICS OF TROUBLESHOOTING IIS ................................................................................................................................ 3

BASICS OF TROUBLESHOOTING TOMCAT5 ................................................................................................................. 24

BASICS OF TROUBLESHOOTING JAVA ......................................................................................................................... 25

BASICS OF RTIP CONNECTORS AND SETUP................................................................................................................ 30

BASICS OF RTIP PERMISSIONS AND SECURITY .......................................................................................................... 32

LOGS AND LOCATIONS.................................................................................................................................................... 45

TIPS AND TRICKS.............................................................................................................................................................. 47

QUESTIONS TO ASK THE CLIENT ................................................................................................................................... 48

SYSTEM REQUIREMENTS ................................................................................................................................................ 51

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