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Hello Kees
Please log this request to support@ecostruxureit.com so we can ask for log file information. Please do not post log information to this forum. When you log the ticket via the above support email please attach the log files if they are reasonable small (less then 5MB)... if they are larger, say so in the email so a link can be sent to you for uploading the logs.
Logs can be collected via the ITA web client UI, administration menu, download log files.
Without seeing log files the first item we'd suggest would be to edit the DCE settings from the external systems view in the ITA desktop client. We would need to see more information to be certain regarding the error and next steps.
Depending on the steps you took for your upgrade, you may need to re-trust the dce server from the external system configuration view in the ITA desktop client (under system setup). So from the external system configuration view, edit the DCE server entry and click the test button to see if it returns ok.
If this is a timeout issue, if you review the below window from my server (your values may be different) ITA is asking for device and power data every 5 minutes but waiting 10 minutes (value at the bottom of the screenshot) for the results. If the DCE is taking more than 10 minutes you'll see a timeout message.
It may be necessary to increase the two top highlighted items so ITA asks for info less often from DCE and/or increase the timeout value.
Log info would help us understand better to direct you to the solution
Regards
Greg Sterling
Link copied. Please paste this link to share this article on your social media post.
Hello Kees
Please log this request to support@ecostruxureit.com so we can ask for log file information. Please do not post log information to this forum. When you log the ticket via the above support email please attach the log files if they are reasonable small (less then 5MB)... if they are larger, say so in the email so a link can be sent to you for uploading the logs.
Logs can be collected via the ITA web client UI, administration menu, download log files.
Without seeing log files the first item we'd suggest would be to edit the DCE settings from the external systems view in the ITA desktop client. We would need to see more information to be certain regarding the error and next steps.
Depending on the steps you took for your upgrade, you may need to re-trust the dce server from the external system configuration view in the ITA desktop client (under system setup). So from the external system configuration view, edit the DCE server entry and click the test button to see if it returns ok.
If this is a timeout issue, if you review the below window from my server (your values may be different) ITA is asking for device and power data every 5 minutes but waiting 10 minutes (value at the bottom of the screenshot) for the results. If the DCE is taking more than 10 minutes you'll see a timeout message.
It may be necessary to increase the two top highlighted items so ITA asks for info less often from DCE and/or increase the timeout value.
Log info would help us understand better to direct you to the solution
Regards
Greg Sterling
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