Description
Are you unable see the eye icons next to models and submodels in the Model Explorer? And there is also no link to view the model/submodel image on the model property pages? Are you missing the “eye” icon or getting the Partial Success status on the Publications page? If you are getting all of this here is the problem:
The root cause of this issue is that the portalIntf application is failing to run its macro successfully. As a result, it can’t retrieve the dm1 file from the Repository or generate the image data needed to display interactive images in Team Server.
Steps to Fix This
First, confirm that the symptoms match this issue: missing eye icons and image links. If the icons and links are present but clicking them results in an error, it’s a different issue. If the eye icon appears but the image doesn’t reflect recent model changes, follow these steps:
- Identify the time of the most recent publication on the diagram that has the missing images by checking the Publish Models console.
- Once you have that you can investigate logs:
- ERStudioLauncher.log (in Idera Team Server X.x\PortalIntf): Look for recent entries in the log from the time of the most recent publications:
- If the entry is missing, stop here and work on that problem. If the entry shows an invalid password error, stop here and update the password for Windows Service Account in the Configurator.
- If the entry shows an error related lack of permission, stop here and go to Local Security Policy and ensure the Windows Service Account user has the required privileges. You can find them here.
- ETLvar folder: Check for dated folders. If no folder matches the most recent publication date, or if the folder exists but is empty, address that issue first. If a dated folder contains a file named _ERStudioExport.log, proceed. For possible root causes, refer to the below Additional Notes section.
- ERStudioExport.log (ETLvar folder):
- For USER_PASSWORD_MISMATCH error, stop here and update the password for Team Server Admin in the Configurator.
- When Get from Repository is the last entry, stop here and investigate why this dm1 file is causing PortalIntf to crash when it tries to open it.
- It could be an issue with Tom Sawyer DLLs needing registration, an invalid data type mapping folder, a corrupted file, or another problem.
- For any other error, stop here and investigate that error.
- If the macro completed successfully, and there was no problem generating the images, most likely there was some user error up above.
Additional Notes
The following are known issues when having Partial Success status. If you face any of these, please contact Technical Support. Here are a list of possible reasons:
- User account can successfully generate image data when run as administrator. We granted the user explicit Full Control permissions to the C:\Idera\Idera Team Server 21.0 folder and its subfolders.
Previously, the user had Full Control only through the Administrators group, but adding the user directly with Full Control resolved the problem.
- ERStudioLauncher showed successful creation of the process, and a folder had been created under etlvar\log, but that folder was empty, no macro log had been created. We granted the user explicit Full Control permissions to the C:\Idera\Idera Team Server 21.0 folder and its subfolders.
The WinWrap OCX file was not registered properly, ERStudioLauncher showed successful creation of the process, but the etlvar log folder was empty, and no macro log had been created. We ran PortalIntf, and everything looked good.
However, when closing the application, an error appeared indicating that ww10_c64.ocx wasn’t registered properly. To fix this, we ran the command regsvr32 WW10_C64.ocx using Command Prompt on C:\Idera\Idera Team Server 21.0\PortalIntf.
- Diagrams were getting stuck in the “started” status. The Synchronization Log showed that publication was processing images. PortalIntf.exe was visible in the Task Manager.ERStudioLauncher showed successful creation of the process, but the etlvar log folder was empty, and no macro log had been created. We opened a file and noticed that there were no macros listed under the Macros tab. We checked Tools > Options > Directories and found that the folder for the macros (under ProgramData) did not exist on the server.
