Skip to main content
S
STEVEG21-Topaz I
21-Topaz I
July 29, 2015
Question

Stopped sending info

  • July 29, 2015
  • 30 replies
  • 9631 views

Has anyone else had their information stopped being sent to PTC's site?  The last date entries the site shows is from July 10.

 

I reinstalled M150 on an extra computer yesterday so I am waiting to see if will automatically send later today.

 

It might just be a coincidence that our IT department took the network down the evening of the 10th for maintenance and "upgrades".

    30 replies

    T
    TmetcalfEmeritus
    Emeritus
    July 30, 2015

    Good day Steve,

    I will look into things and either I or someone from the Performance Advisor team will report back.

    Best,

    Toby

    S
    STEVEG21-Topaz IAuthor
    21-Topaz I
    August 6, 2015

    Toby, where you able to find anything?

    K
    kskerrett1-Visitor
    1-Visitor
    July 30, 2015

    Hi Steve-

    I don't know of any problems of data being sent up. Are files being collected in the Sent File Location?

    %USERPROFILE%\AppData\Local\PTC\QualityAgent:

    https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS198029

    If you'd like, you can also open a case and we can have someone take a look....

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      July 30, 2015

      Hi Kevin.

      When I started using PA it wasn't sending the info on one of our computers.  I opened a call for that.  The first thing they suggested was to put the port number so that it's allowed through the firewall.  Well, there is no way our IT manager will do that.  They can be pretty strict here.  Heck, we can't even play any videos from the internet.

      Anyway...I did some testing and I uninstalled M150 and reinstalled it.  The first time I installed it on this machine was through the silent install process.  The other computers I installed it on for testing was manually.  Once I installed it manually on this machine it started sending the data.

      Ok, great.  Everything was working fine.  Then all of a sudden none of the computers I installed it on was sending data after July 10.

      Yesterday I reinstalled M150 on this one computer and ran Creo.  I wanted to wait and see if it will send the info today.  But it is not.  There is no SentFiles directory in that location.  There are the Outbox and the UnprocessedFiles directories.

      I am going to try and uninstall it and install it again.  This time I'll install it manually again and will see what happens tomorrow.

      But as I originally mentioned, I don't know if it was a coincidence that it stopped working after the upgrades or not.  If this doesn't work tomorrow then I will either put in a call or try and talk to our IT person.  But I'm not looking forward to that.  He can be...ahem...interesting to work with.

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 6, 2015

      As a reference to what Jim said in this posting...

      ---

      I still can't get it to send but this is what I did.

      I put the session_log_mechanism in my .sup file and the quality_agent_path in my own config.pro file and it still is not sending the information.  And the registry entry QualityAgentOptIn is set to 1.

      But what's odd is that the Sent Files directory is not even created.

      So I am leaning more and more toward our IT dept as to why it's not sending.

      D
      DanielC.Nowitz1-Visitor
      1-Visitor
      August 7, 2015

      hi Steve,

      If you have not made any chances to your installation, i would also suspect IT changes could be the culprit. As Kevin suggested, it would probably be a good idea to log a case with Technical Support at this point. They can work with you and try to sort this out as quickly as possible.

      - Dan

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 7, 2015

      Well, it might be fixed in Creo 2 M170 and Creo 3 M050.

      https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS208195

      It might still be our site but I'm going to try this first.

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 10, 2015

      I started Creo 2 M170 on Friday so that when I ran it today I would know whether the information was sent or not.  It did.  So it might not have been our IT dept after all.

      However, and this is a big however, all the data in the Performance Advisor dashboard prior to today was deleted.  I already put in a call about it.

      Can someone else check their dashboard to see if it's just me or everyone?

      T
      TomU23-Emerald IV
      23-Emerald IV
      August 10, 2015

      All my data is still visible.

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 10, 2015

      Then it's just me.  Thank you Tom.

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 11, 2015

      I found out that the reason my older data doesn't show in the Dashboard is because it only shows the last 10 days worth of data...with one exception.

      The last piece of data shown on the Dashboard was from July 10.  Obviously that is more than 10 days old.  But because there was no data since July 10 it shows that data.  I installed M170 on Friday.  When I got into work yesterday and looked at the Dashboard the data was there.  After looking at the Dashboard I ran M170 and it sent the data.  Since there is data that is newer than the last 10 days it removed the older data.  Then I can pick on the link of users and I can change the date of the table.

      I asked the tech if the number of days it shows in the Dashboard can be changed but it cannot.  At least not now.  He was going to bring it up I can also create an idea for the Dashboard to be able to change that on the main page.

      However, I still don't know for sure why the data stopped sending for us with M150.  It still might be our IT dept that caused the problem since it works with M170.  Maybe M150 & M160 are more susceptible to network connectivity issues?

      https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS72479

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      August 13, 2015

      I installed M170 on two other users since Monday and all three user's information is sending to the Performance Advisor Dashboard.

      But why M150 all of a sudden stopped sending is beyond me.  I can understand it being fixed in M170 and leave it at that IF M150 never worked in the first place.  But it did.  I even installed M160 on one user before the time it stopped sending.  It's probably a combination of M150/M160 working under some configurations and something our IT department did.

      S
      STEVEG21-Topaz IAuthor
      21-Topaz I
      September 8, 2015

      Toby, were you able to find anything out?

      I still don't know why it would have stopped.  Did the way it sent information change between M150/M160 and M170?

      MarcoTosin
      MarcoTosin21-Topaz I
      21-Topaz I
      September 8, 2015

      Hi Steve,

      I discovered some strange behavior with Creo Agent and Diagnostic Tools, but it tooks a lot of time for me to explain.

      As soon as I have more time I'll explain to you.

      Marco
      MarcoTosin
      MarcoTosin21-Topaz I
      21-Topaz I
      September 16, 2015

      Wow!

      Today is the day I've been waiting for.

      Two days ago a user had a crash of Creo.

      Now in the recommendations section I found the first from PTC with a solution.

      See attached pictures and also link to TS's article

      https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS205859

      PA.PNG

      PA2.PNG

      Marco
        S
        STEVEG21-Topaz IAuthor
        21-Topaz I
        September 16, 2015

        That IS great news!

        I just wish it would show something for me.  I still have zeros for my users.

        MarcoTosin
        MarcoTosin21-Topaz I
        21-Topaz I
        September 16, 2015

        This is not the first crash.

        I think that it's the first time PTC has a solution to give.

        Marco
        S
        STEVEG21-Topaz IAuthor
        21-Topaz I
        October 1, 2015

        My only guess as to why it stopped sending is as follows.

        Build M150 and M160 was originally able to send the information.

        Out IT dept did some changes in July and the info stopped being sent.

        I installed M170 on a few computers and it started sending again but M150 and M160 still does not.

        So my conclusion is that builds M150 & M160 sends the info only under certain situations.  PTC must have made it more versatile in build M170.

        MarcoTosin
        MarcoTosin21-Topaz I
        21-Topaz I
        October 1, 2015

        We are still on M160.

        The strange thing is that not all session are send to PTC or, in other words, some sent sessions are not registered on PA site.

        You could check this issue comparing file in Sentfiles folder and sessions on the dashbord.

        Anyway, thanks to PA I have correct some odd behavior of some users and, at the moment (crossing my fingers), unexpected exits are decreasing while MTTX are growing.

        Marco
        S
        STEVEG21-Topaz IAuthor
        21-Topaz I
        October 1, 2015

        That is fantastic to hear.  But you may want to test M170.  It has sent all the sessions for us.

        What were some of your corrections?  There still doesn't show any recommendations in our Perf Advisor Dashboard.  Is that where you got the fixes?

        Show more replies
        Terms & ConditionsAccessibility statement