Checklist: Process Gateway cannot start

Checklist: Process Gateway cannot start

Time estimate: 30 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. Service Engine (zenrt32.exe) is started in the same user context of Process Gateway(s) (zenProcGateway.exe).
    3. The list of running processes in a computer is also included in SIC in 'System Info > Processes' node.
    Some performance counters and process details are also collected.
  3. Searched and followed error instructions in LOGs related with the respective Process Gateway (zenProcGateway.exe) instance and Service Engine (zenrt32.exe).
    4. 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.
  4. Process Gateway protocol-module is licensed.
    5. You can find all license details of zenon Software Platform products in License Manager (in zenon Startup Tool > Tools).
  5. zenon VBA and API Events handling are enabled.
    6. You can turn on VBA and API events handling in zenon6.ini file (path: %CD_SYSTEM%):
    [VBA]
    EIN=1
    EVENT=1
  6. Process Gateway configuration files INI+XML(*) are:
    1. ...saved in %CD_SYSTEM% folder.
    2. …syntax is correct as per Process Gateway documentation.
    3. …can be loaded by zenProcGateway.exe using the parameters '/ini:"[FileName.ini]"'.
    The configuration of the Process Gateway may be saved in an additional XML file, depending on the protocol used.
    Process Gateway XML file(s) are not included in SIC report.
  7. Process Gateway documentation have been consulted.
  8. Searched in Knowledge Base if a previous issue has been addressed.
Ethernet connections:
  1. There are no other applications using the same Listening port [PORT] as configured in Process Gateway.
    2. You can use the command (run Command Prompt as administrator) 'netstat -a -b | findstr :[PORT]' to know the applications listening or connected to a specific [PORT].
Windows Resource Monitor shows live CPU, Memory, Disk and Network information about running processes in an user friendly interface.
Processes with network activity are listed and can be filtered for best visualization.
Some of the most relevant information displayed in Network is the active TCP connections (remote/local port and address) and Firewall status.
Serial connections:
  1. Local Serial Port is configured correctly and it is not used by other software.
    2. Go to Device Manager and open the properties of the Serial COM Port used. In the Details tab, select the property 'Service' and copy its value.
    In Windows Resources Monitor, in CPU tab, in Associated Handles window search for the Service value. If it is returned an empty list, there is no application using the COM port.

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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