DCO desktop client won't start

[DCIM_Support]

Hello community,

Our customer can't start their dco desktop client. They enter their username and password and desktop client starts to open with loading bar but client won't open. What could be the problem? Their log files are about 2.7 GB and they can't upload to the box due to security reasons. If you can tell me location of the exact log file you interested, they can send that via e-mail(which must be less than 10 mb or 25 mb). An I ca upload here. This is an emergency situation for our customer so please help me as soon as possible.

Thanks in advance,

(CID:134694119)

[DCIM_Support]

Hi Erhan,

What is the DCO version?

On the server side,

Verify if the DCO server is up and running. It can verified be by going to webmin interface,  StruxureWare DC oOperation > Status page.

What is the spec/OS of client work station?

On the client side,

Is this a new workstation/client? if yes, 

can you/user access the web client for this workstation?

make sure that the client can reach the server - for port requirement please see the following page: StruxureWare Data Center Operation Network Firewall Port Details

make sure the client software installation was okay (or perhaps might have needed admin rights to install)

check if other application/programs (such as antivirus programs) are not blocking the DCO application.

check/test the client connection using port 80 and/or using ssl to connect (443) 

I would basically look into the client application.log file (usually located in Win. C:\Users\\.isxo\DCO version\Operations folder)

Kind regards

(CID:134694239)

[DCIM_Support]

Hi Jef, Thanks for the fast response, The answer are below the questions. In addition, DCO web client stops running last week. Our customer could use DCO before that.

What is the DCO version?

StruxureWare Data Center Operation Server: 8.2.2-74024-c17f64a 

On the server side,

Verify if the DCO server is up and running. It can verified be by going to webmin interface,  StruxureWare DC oOperation > Status page.

 Web status - Running

Application status - Running 

Database Status - Running alone

Backup Status - Ok

What is the spec/OS of client work station?

On Windows 7

On the client side,

Is this a new workstation/client?  NO if yes, 

can you/user access the web client for this workstation?

make sure that the client can reach the server - for port requirement please see the following page: StruxureWare Data Center Operation Network Firewall Port Details

make sure the client software installation was okay (or perhaps might have needed admin rights to install)

We have admin rights

check if other application/programs (such as antivirus programs) are not blocking the DCO application.

Not blocking, application is marked as trusted

check/test the client connection using port 80 and/or using ssl to connect (443) 

Using SSL connection

I would basically look into the client application.log file (usually located in Win. C:\Users\\.isxo\DCO version\Operations folder)

Application log file is attached

(CID:134694418)

[DCIM_Support]

Hi Jef,

Forgot to add application.log. It is in the attachment.

Best regards,

application.zip

(CID:134694686)

[DCIM_Support]

Hi Erhan,

Thanks - I will take a look and get back to you soon.

Kind regards

(CID:134694695)

[DCIM_Support]

Hi Erhan,

According to application log, client startup problem seems to be related to work order tasks null pointer exception. I believe similar issue have been resolved in later versions of DCO. Can you/customer test this on a latest release version of DCO (8.2.7).

In general, it is recommended to keep the product updated.

Please let me know if you have questions, or you would like me to test the backup for you? thanks.

Kind regards

(CID:134694754)

[DCIM_Support]

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