Installation Troubleshooting

Starting a Creo Elements/Direct Manager Server reconfiguration (Start > All Programs > PTC > Creo Elements Direct Manager Server > Manager Server Configuration) and clicking Next on the Choose Components screen stops all of the Creo Elements/Direct services. If you click Cancel from any screen after this point, the services are still stopped. You must either manually restart the Creo Elements/Direct services, or run the entire reconfiguration.

Did you use the string localhost as your SQL Server Computer Name?

Using the string localhost as your SQL Server Computer Name causes the Creo Elements/Direct Manager Server installation to fail with a "Failure in communication to server" error. Reinstall using the actual computer name.

Did you install a Named instance of the SQL Server database?

If you install a Named instance of the database during the Microsoft SQL Server 2005 installation, you must enter the same name during the Creo Elements/Direct Manager Server installation when you configure the MS SQL Server Database Server. By default, SQL Server 2005 Express installs a Named instance (SQLExpress).

Did you get a "Cannot load MAPILogon function" error?

This error occurs when installing Creo Elements/Direct Manager Server on a Microsoft Windows Small Business Server 2003 system. To correct the problem, set the following system environment variable, then restart the installation.

WM_NO_MAPI=1

Are you seeing a "Failure in connection to server" error?

If you receive a "Failure in connection to server" error, open the Application Event log using the Application Event Viewer and look for the following events:

• getpeername(): WSAENOTSOCK - Descriptor is not a socket

-or-

setsockopt(): WSAENOTSOCK - Descriptor is not a socket

◦ You may need to reset the Winsock catalog. Run the command

netsh winsock reset

◦ There may be a layered service over the Microsoft networking stack. Run the command

netsh winsock show catalog > debug.txt

and contact Creo Elements/Direct Technical Support.

• NT AUTHORITY\SYSTEM (Only if using SQL Server)

◦ There may be a conflict with a previously installed database. Use SQL Server Management Studio to check for conflicts.

◦ There may be files that conflict with the database being installed. Check the file system under the SQL Server install location for any files which may cause a conflict.

Are your database services running?

If you have Microsoft SQL Server 2005 installed, check that the following services have not been disabled or set to manually start. This will cause the database installation to fail.

Microsoft SQL Server 2005:

SQL Server (instance_name)

Did you get an "ORA-01543: tablespace 'WM_CLASSINFOS' already exists" error?

Occasionally on Microsoft Windows an ORA-01543 error "tablespace 'WM_CLASSINFOS' already exists" occurs while trying to upgrade an existing Creo Elements/Direct Manager Server database. You may also see a Command Prompt window containing a dbca -createDatabase command. Closing the error dialog terminates the Creo Elements/Direct Manager Server installation.

During an installation, the installer determines whether you have an existing database or need to install a new one. On rare instances, when it tries to connect to an existing Oracle instance the instance doesn't respond. This causes the installer to try creating a new database by issuing a dbca -createDatabase command, which may trigger the database instance to wake up. The installer then tries to create the tablespace on the "new" instance, which fails because the existing instance is active.

Try the following to resolve the error:

1. Check that your existing database instance is up and running.

2. Use one of the Oracle client tools to connect to your database and make sure that you can establish a connection.

3. Run a Creo Elements/Direct Manager Server reconfiguration.

All Programs > PTC > Creo Elements Direct Manager Server 19.0 > Manager Server 19.0 Configuration

Did you get an ORA-01031 Error?

Occasionally on Microsoft Windows an ORA-01031 error of "Insufficient Privileges" occurs while trying to install a new Creo Elements/Direct Manager Server database. The problem may be that the user is not in the ORA_DBA group, however occasionally this error has been seen even though the user is apparently in the "ORA_DBA" group. This may be due to methods of inconsistent authentication with services such as Secure Remote. If you experience this problem, try the following to resolve it:

1. Uninstall Creo Elements/Direct Manager Server

2. Login as a local user that is a member of both the Administrator and ORA_DBA groups. Make sure that this is a local PC user. You may need to create a new user, if necessary. You should be able to run the command

sqlplus "/ as sysdba"

successfully, without receiving the ORA-01031 error.

3. Reinstall Creo Elements/Direct Manager Server and select to install a new database.

If you still receive the ORA-01031 error, try the following:

1. Uninstall Creo Elements/Direct Manager Server.

2. From a DOS window, execute:

set ORACLE_SID=WM
sqlplus "sys/change_on_install as sysdba"
SQL> grant dba, connect, resource to medmgr identified by your_medmgr_password;
SQL> commit;
SQL> exit

3. Reinstall Creo Elements/Direct Manager Server and select to install a new database. You may still see the error window, but the status window should indicate that the installation is continuing.

Did you get an Oracle 9.2.0.5 Patch Completion and Export Error?

There is a post-installation step associated with the 9.2.0.5 patch that requires running catpatch.sql on all databases associated with this Oracle installation. This must be run on all existing databases, and any databases that you install in the future. If the export fails with ORA-00942 and EXP-00024 errors, this is one indication of not running the catpatch.sql script successfully. The steps as outlined in the patch documentation readme are:

sqlplus "/ as sysdba"
SQL> select instance_name from v$instance; # Make sure it is the proper SID
SQL> shutdown # Stop Creo Elements/Direct Database Server service before this
SQL> startup migrate
SQL> spool catpatch.log
SQL> @ \oracle\ora92\rdbms\admin\catpatch.sql # Adjust your oracle path if necessary
SQL> spool off # Observe catpatch.log for errors
SQL> shutdown
SQL> startup
SQL> exit

Each time that you install a new database on a system with the Oracle 9.2.0.5 patch, you will need to run catpatch.sql.

In the workmgr.ini file, is WORKMGR_DIR set to the Creo Elements/Direct Manager Server macros directory?

If not, you could see a message asking you to input a file. (To find out which file the system is trying to input, you can type, trace + filename then type, startup. This will log the name of the file the system cannot find in filename.)

Is the client workstation properly connected to the network?

Read the information in the Troubleshooting sections of the Creo Elements/Direct Manager Server Administrator Guide and the Creo Elements/Direct License Server Administration Guide to diagnose other connection problems.

Is the hostname of the Database Server listed in the db_defaults file?

Remember, Creo Elements/Direct Manager Server looks for db_defaults first in the current directory, second in the search path directory provided by WORKMGR_DIR, and third in the local directory under the Creo Elements/Direct Manager Server installation directory.

Is the License Server running on the License Server host?

If you are refused a connection, you may need to execute MEls on the License Server host. Please refer to the Creo Elements/Direct License Server Administration Guide for information.

Are you running an unsupported version of the License Server?

If you are, the system will appear to hang while trying to connect to the License Server. You can check which version of the License Server you are running by using your Web browser to connect to hostname:17171, the License Usage Summary Web Page.

Is your computer's hostname allowed by the appropriate certificate in the /MEls dir/MEls.conf file?

Refer to the Creo Elements/Direct License Server Administration Guide.

Are the hostnames you refer to listed in the HOSTS file on the PC?

For example \WINDOWS\SYSTEM32\DRIVERS\ETC on the client workstation?

Have you installed the client configuration files in the local directory?

If not, you could see a message asking you to input a file. Check the db_defaults by right-clicking on properties.

Are the entries in the db_defaults file on the client correct?

Are you using the Oracle JRE?

The Oracle install normally installs a different JRE than that used by Creo Elements/Direct Model Manager or Creo Elements/Direct Drawing Manager. If the Oracle-installed JRE is used in place of the Creo Elements/Direct-provided JRE, the Creo Elements/Direct products will not run correctly.

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