Troubleshooting Installation Issues

User Account Privileges

If you encounter any Permission related issues when installing the Data Integration Module, you will need to check and make sure that you have Administrator rights so that the Program AND Service can be installed for use on the PC. If you do not have Administrator Rights for this PC, it is recommended that you speak with your Company IT Administrator to obtain these permissions.

.NET Framework Compatibility

As indicated in the Setup Walkthrough section, .NET Framework 2.0 or newer is required for the Data integration Module to be setup on your PC.

It has been confirmed that .NET 4.5 does work correctly with the Data Integration Module, but if you need to work in a newer version, please contact F2BSupport@field2base.com to see if there are any Compatibility issues.

Tablet PC SDK Requirement for the Project Manager

If you are using a PC that is not running a Windows Vista or Windows 7 Operating System, make sure that you have the Tablet PC SDK installed. Otherwise, you will receive errors when trying to open Forms in the Project Manager utility.

Permission Issue

Role-based Issue

If you are an Administrator that is operating a DIM version below 6.5 or are using an RFIServiceClient activation and you see the following message, it means the RFIServiceClient Role needs to be assigned to the User Account you used to activate the DIM. This can be added by a Field2Base Technical Support Team Member. Please contact Field2Base Technical Support at F2BSupport@field2base.com. 

DIM Version Mismatch With Target Form Template

If you are attempting to create a project with a Form template and see the message "Unhandled top level exception: Requested value 'MirrorImage' was not found", that means that the Form Template Version of the Form you are attempting to create a DIM Project with is version 7.0 or higher. The problem happens when the DIM version you are running is below 7.0. The specific issue is that 7.0 Form Templates incorporate a new Region type called MirrorImage Regions. The older version of the DIM does not know about MirrorImage Regions and does not know how to handle them. You can fix this by upgrading the DIM to the most recent available version in the Downloads section of the Admin Portal, or if that is not an option, downgrade the Form Template Version in Forms Designer to a version lower than 7.0 that does not incorporate MirrorImage Regions.

Troubleshooting Connectivity Issues

Network Issue

If you are getting any type of Web Exceptions when running the Data Integration Module Service, the first step is to always confirm that you can connect to the Field2Base Server’s download service.

You can do this by opening up your Internet Browser and going to the Web Administration Portal for your Company since it requires the same server and port to access and download Form Data.

If you cannot access the F2B Web Admin portal, it is recommended that you confirm you have a working Internet connection by browsing to another public site like www.field2base.com.

If browsing other web sites does work, proceed to the next issue in this section to see if the cause of the issue can be identified.

Firewall Issue

If you see a message like the one shown below, it means that the Data Integration Module Service cannot reach the Field2Base server because there is most likely a Firewall block in place on the computer’s network on Port 2001.

1. 08/27 10:20:12.19 AM (tid: 2212) Error: WebException caught while calling ListRecentSentForms EXCEPTION : Unable to connect to the remote server ; (InnerException = No connection could be made because the target machine actively refused it 216.27.21.2:2001 ;  ) STACK : at System.Net.HttpWebRequest.GetRequestStream() at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at Field2Base.Transformer.Services.GetRfi.ListRecentSentForms(Int32 pLoginCompanyId, String pUsername, String pPassword, Int32 pSearchCompanyId, String pFormTemplateId, Int32 pMinRFIPkId) at Field2Base.Transformer.Plugins.RfiWebServiceClient.ListRecentSentForms(Int32 pSearchCompanyId, String pFormTemplateId, Int32 pMinRFIPkId, ILogWriter pLog)
   

1. Customers: 216.27.21.2
   
2. Resellers/Demo: 64.204.27.44
   

Local Account Issue

If you see a message like the one shown below, it means that the Data Integration Module Service cannot reach the Field2Base server because the server address, salesdemo.field2base.com for Resellers/Demo or fieldconnect.field2base.com for Customers, could not be resolved.

You can run the Data Integration Module Service in Console Mode by doing the following:

1. Open the Data Integration Module Administrator
   
2. Go to the Service Manager
   
3. Click Stop
   
4. Confirm the Service Status is stopped
   
5. Go to the Start Menu
   
6. Select Run
   
7. Type in “cmd”
   
8. Press Enter
   
9. Type in the following:  ”C:\Program Files\F2B Data Integration Module\F2BDataIntegrationService.exe” –cl
   
10. Press Enter
    
11. You will now see a Command window with the message: “Running F2BDataIntegationService in Console Mode. Press enter to stop”
    
12. Let the Service run for about a minute
    
13. Press Enter to Stop the Service
    

If you are running the service in the Command window and still seeing the same issues, it is recommended that you contact F2BSupport@field2base.com and have your Log files ready for review.

If the service is now running correctly with no Exceptions, you will need to update the F2B Data Integration Module Service with an account with Internet Access in the Windows Service Control Manager.

1. Go to the Start Menu
   
2. Open the Control Panel
   
3. Switch to Classic View of the Control Panel (if not already in that view)
   
4. Open Administrative Tools
   
5. Open Services
   
6. Select the F2B Data Integration Service
   
7. Right Click on the Service
   
8. Select Properties
   
9. Go to the Log On tab
   
10. Click on This Account
    
11. Enter your Account and Password
    
12. Click OK
    

You are now setup to run the F2B Data Integration Module Service through an account with Internet Access.

Invalid Login Issue

The most common issue that can occur is that one of the values entered for your Server Login Info is incorrect.

If you see a message like the one shown below, it means that the Data Integration Module Service had an issue when using the Project’s Login Credentials when attempting to connect to the Field2Base Server.

1. Open the Data Integration Module Project Manager
   
2. Go to the File Menu
   
3. Select Open
   
4. Open the Project processing in the Data Integration Module Service
   
5. Go to the File Menu
   
6. Select the Edit Login Info option
   
7. Re-Enter all of your Login Credentials
   
8. Click OK
   
9. Save the Project
   
10. Close the Project Manager
    
11. Open the Data Integration Module Administrator
    
12. Go to the Service Manager
    
13. Click the Restart button
    
14. Confirm the Service gets Restarted
    

You Do Not Have Rights to Use the Service Issue

Generic Server Error Issue

If you see a message like the one shown below, it means that the server has received too many requests from Data Integration Module services for that Company ID. This occurs when multiple machines are running the Data Integration Module (i.e. a live PC and a test PC) at the same time. Normally, this will only delay the download of Forms by a few minutes and can often be ignored unless downloads are not occurring at all.

Forms Not Downloading in a Timely Manner Issue

This issue usually should only occur if the Data Integration Module services are not running automatically or service has been disrupted. Essentially, if the Data Integration Service is not running for a long length of time and Forms are being sent by the Company’s Tablets and Mobile Devices, there could be a long delay in processing Form Data due to the amount of downloading required.

The reason for this issue is twofold:

1. The default configuration for the Data Integration Service is to download every pending Job (set of Form Data) to the PC before processing will start.
   
2. The Field2Base Server has a limit on how many Job downloads can occur per each Data Integration Module installation.
   

These factors combine to form the possibility of the Job downloads taking hours to download all of the data before processing will begin.

If this is an issue that occurs with you, Field2Base does have a change available for the Data Integration Service configuration that will limit the number of Jobs to download before processing can start.

Troubleshooting Processing Issues

CSV Output Issue

Check the file system to see if the Output File or Folder has been moved, deleted, or is inaccessible.

SQL Connection Issue

Check to see if the Database can still be connected to in the Project Manager by making a new SQL Data Transform as a test.

SQL Input String Format Issue

The other option is to change the Database’s format for this column, but in most scenarios this would not be the preferred solution since the format used in the Database was chosen for a reason (i.e. for Reporting or Analytical purposes).

Custom

Check the file system to see if the Custom Code file has been moved or deleted.

Exec

Check the file system to see if the Executable File has been moved or deleted.

DIM Database Size Limitation