Checklist: Problems of displaying graphics in Service Engine

Checklist: Problems of displaying graphics in Service Engine

Time estimate:  15 minutes

Please go through all the points in the following checklist. If necessary, confirm with IT Department any information you cannot verify before contacting your local COPA-DATA Representative.
Checklist usage: #. [Quick hints] (point refers specific module/product) Point description.
  1. Screenshot and followed instructions of error/warning messages shown.
  2. Process ran and was closed correctly before.
  3. No changes were introduced before in Service Engine or Engineering Studio prior to the problem occur.
  4. Searched and followed error instructions in LOGs related with the Service Engine.
    5. All zenon components write in the background messages to joint log file(s) saved in '%programdata%\COPA-DATA\LOG' folder.
    These files can be read and configured with Diagnosis Viewer.

    You can modify the logging level of a component by clicking 'Client Configuration' in 'Settings' menu and after select the respective process name.
    Attention: Set the logging parameters wisely as the time-frame of the LOGs decrease when increasing the detail of the logs written.

    You can also find LOG files in SIC in 'Platform > Versions > Version XXXX > Directories > LogDirectory' folder.
  5. The problem remains after rebuilding completely Service Engine files and restart of Service Engine.
  6. The problem occurs also when using other graphics format (e.g. .png instead of .gif).
  7. Operating System and GPU driver are updated.
  8. Disabling graphics hardware acceleration in Engineering Studio does not resolve the issue.
    9. In project properties > Graphical design > Graphics quality select the option 'DirectX Software' or 'Windows Basis' and recompile Service Engine Files. Restart Service Engine.
  9. The problem does not occur in other device.
  10. [Task Manager > Details] GDI objects and handles of Service Engine process (zenrt32.exe) are stable.
  11. Searched in Knowledge Base if a previous issue has been addressed.
If the problem persists after completing this checklist and followed corrective actions, please contact your local COPA-DATA Representative providing a SIC-Reduced Report from the target computer(s) and the result of this checklist – please include any additional information or comments related with the points addressed you find relevant.
System Information Collector is a standalone COPA-DATA application that collects relevant data about the Operating System and zenon Software Platform for troubleshooting purposes. SIC is installed with zenon and can be started from zenon Startup Tool (Tools).

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