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.

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Troubleshooting

1. Determine the version of APM the User is running
2. Determine if User is a hosted Managed Services
3. Is Remote configured?
   1. Check Service Providers to make sure Remote Web Service > Active = True
4. Is user using Server Manager for Remote Synchronization.
   1. Is Website running?
5. 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?.
6. Has user recently hot-fixed?
   1. Was Remote repackaged and deployed?
   2. Were all hot-fix component files deployed to the Remote instance.
7. Is the Remote Service running
8. Is auto-sync activated?
   1. Yes, is Remote listener turned on
9. 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 Download Structure for filters. Check Employee’s Maintenance Group
10. 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?
       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.
11. 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?
                1. WO Status is Planned
                2. No, Operator Rounds.
                   1. PM Generation set-up in APM and running?
                   2. WO Planned, Standard Job Triggering set properly
             2. Check SAP for Work Order
                1. Troubleshoot Interoperability, check for failed messages.
          2. Is the user using Assetwise Interoperability?
             1. WO exists in APM?
                1. WO Stat
          3. Is the user using CMMS Integration
             1. WO exists in APM?
                1. WO Status is Planned
                2. No, Operator Rounds.
                   1. PM Generation set-up in APM and running?
                   2. 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. 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://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/48651/remote-checksheets-are-not-processing
          2. 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?
                1. Is there a maintenance group filter, date filter, asset node problem?
    2. Do “Users” have appropriate Windows Security to Read, Write & Modify the folder
       1. C:\ProgramData\Bentley\IvaraEXP\XML_DLPackages

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See also

Difficulty with taking Photos or having Photos upload:

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/39082/apm-remote-freezes-when-taking-photo-is-the-attachment-path-not-defined

Remote Database DSN too long:

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/39098/apm-remote-fails-to-synchronize-due-to-long-odbc-dsn-datasource-name

Debugging Remote Synchronization problems

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/35156/debugging-remote-synchronization-problems

Set-up APM Remote Failed:

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/39079/apm-remote-setup-fails-to-install-due-to-odbc-system-dsn-not-being-ivararemote

Master Remote Package:

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/20984/remote-client-package-settings