Thingworx Studio install error

[rds]

I am getting an error message when trying to install Thingworx Studio, see attached screenshot and log. Can anyone advise how to fix this?

[05/28/2018 09:56:32] Studio Version 8.2.3 (8.2.3.3224)
[05/28/2018 09:56:32] Status Message: Version 8.2.3 (8.2.3.3224)
[05/28/2018 09:56:32] Status Message: Performing setup (Application)...
[05/28/2018 09:56:32] Unzipping mbdist.zip to C:\Users\gavin.donald\AppData\Roaming\ThingworxStudio\studio-download.vuforia.io\
[05/28/2018 09:56:33] Skipping Zero Byte File: dist\client\extensions\css\
[05/28/2018 09:56:33] Skipping Zero Byte File: dist\client\extensions\html\
[05/28/2018 09:56:33] Skipping Zero Byte File: dist\client\extensions\images\
[05/28/2018 09:56:33] Skipping Zero Byte File: dist\client\extensions\js\
[05/28/2018 09:56:38] Status Message: Performing setup (Libraries)...
[05/28/2018 09:56:38] Unzipping mbmodules.zip to C:\Users\gavin.donald\AppData\Roaming\ThingworxStudio\studio-download.vuforia.io\
[05/28/2018 09:59:29] Skipping Zero Byte File: node_modules\protobufjs\cli\node_modules\
[05/28/2018 10:00:22] Starting node.exe
[05/28/2018 10:00:22] error: [twx-studio:index] uncaughtException Error: HOME directory does not exist. Environment variable HOME=C:\Program Files\LFM Software\LFM\home Fix the env variable and relaunch studio.
[05/28/2018 10:00:22] ThingWorxStudio dir: C:\Program Files\LFM Software\LFM\home\Documents\ThingWorxStudio, home dir: C:\Program Files\LFM Software\LFM\home\Documents
[05/28/2018 10:00:22]     at _verifyHomeDir (C:\Users\gavin.donald\AppData\Roaming\ThingworxStudio\studio-download.vuforia.io\dist\server\commonProperties.js:37:11)
[05/28/2018 10:00:22]     at Object.<anonymous> (C:\Users\gavin.donald\AppData\Roaming\ThingworxStudio\studio-download.vuforia.io\dist\server\commonProperties.js:40:1)
[05/28/2018 10:00:22]     at Module._compile (module.js:624:30)
[05/28/2018 10:00:22]     at Object.Module._extensions..js (module.js:635:10)
[05/28/2018 10:00:22]     at Module.load (module.js:545:32)
[05/28/2018 10:00:22]     at tryModuleLoad (module.js:508:12)
[05/28/2018 10:00:22]     at Function.Module._load (module.js:500:3)
[05/28/2018 10:00:22]     at Module.require (module.js:568:17)
[05/28/2018 10:00:22]     at require (internal/module.js:11:18)
[05/28/2018 10:00:22]     at Object.<anonymous> (C:\Users\gavin.donald\AppData\Roaming\ThingworxStudio\studio-download.vuforia.io\dist\server\services\initializer.js:10:16)

[dupatel]

@rds From the error it seems to be issue with environment variable or user profile who launched the installer.

[05/28/2018 10:00:22] error: [twx-studio:index] uncaughtException Error: HOME directory does not exist. Environment variable HOME=C:\Program Files\LFM Software\LFM\home Fix the env variable and relaunch studio.

Could you please retry Installation by right click on installer and doing "Run as Administrator". Also, Delete the files under <user home>\AppData\Local\Apps\2.0\ and re-install the studio exe file.
The AppData directory is an hidden directory, make sure to enable 'view hidden files' windows configuration. 

-Durgesh

[rds]

Hi Durgesh,

Thanks for your reply. I tried doing what you suggested and I also recruited the help of my IT department but still no luck. For some reason the installer is looking for a "home" folder in the LFM software directory. We manually created this folder (not understanding why) and the installer progressed past the previous sticking point. I clicked the Open button and it opened an IE window with address http://localhost:3000/ but all it's just a blank page and nothing happens. See screenshots I've attached and log.

[dupatel · Accepted solution]

@rds Do you see same behavior when you open URL http://localhost:3000/home in Chrome browser ?

-Durgesh

[rds]

Yes it works in Chrome, thanks for suggesting that. Now the only problem I'm having is trying to configure and connect to the Developer Portal account so I can access projects and get the ThingMark. I've entered the correct email address and password but I get an Auto configure failed message, see attached.

[dupatel]

@rds Good to know it worked on Chrome since at this point of time only Chrome browser is supportable with Studio.

Do you see any errors in Studio application logs when you try auto configure ? Please attach logs post auto configuration attempt and share your User ID been used.

-Durgesh

[rds]

can you tell me where I can access the logs please? Then I will send to you. Thanks

[borisW]

Hello
I also encountered the same problem
Is there a way to find a solution?
thanks

[dupatel]

@rds:  From the Studio launcher you can click View Logs to get the application log (PFA) . Otherwise, on disk it can be located under similar path -C:\Users\<username>\Documents\ThingWorxStudio\twx-studio.log.

Note: It could be in different directory based on your default user profiles.

-Durgesh

[dupatel]

@rds@borisW : I also got to know that there was some issue reported with Trial auto configuration service and has been resolved. Could you please try now and share your feedback.

Also, in case of still having issues, please provide studio application log to review.

-Durgesh

[borisW]

Thank you.
After updating, can use it normally.

[JKahila]

I am also encountering this issue. Error on startup, and cannot complete auto configuration. Log below...

[06/11/2018 14:18:21] info: [twx-studio:upgrade:StudioSample3DImport] Building ves-ar-extension app: Studio Sample - Import 3D Data
[06/11/2018 14:18:22] info: [twx-studio:upgrade:StudioSampleEyewear] Building ves-ar-extension app: Studio Sample - HoloLens Experience
[06/11/2018 14:18:22] info: [twx-studio:upgrade:StudioSampleSpatial] Building ves-ar-extension app: Studio Sample - Spatial Tracking
[06/11/2018 14:18:23] info: [twx-studio:upgrade:StudioSampleQuadcopter] Building ves-ar-extension app: Studio Sample - Quadcopter
[06/11/2018 14:18:23] info: [twx-studio:upgradeProject] Upgrade log saved to C:\Users\a247288\Documents\VuforiaStudio\Projects\StudioSample3DImport\upgrade.log
[06/11/2018 14:18:24] info: [twx-studio:upgradeProject] Upgrade log saved to C:\Users\a247288\Documents\VuforiaStudio\Projects\StudioSampleEyewear\upgrade.log
[06/11/2018 14:18:24] info: [twx-studio:upgradeProject] Upgrade log saved to C:\Users\a247288\Documents\VuforiaStudio\Projects\StudioSampleSpatial\upgrade.log
[06/11/2018 14:18:24] info: [twx-studio:upgradeProject] Upgrade log saved to C:\Users\a247288\Documents\VuforiaStudio\Projects\StudioSampleQuadcopter\upgrade.log
[06/11/2018 14:25:01] GET /libthingview_wasm.wasm 200 1.517 ms - 3973
[06/11/2018 14:25:01] GET /libthingview_wasm.wasm 304 0.403 ms - -
[06/11/2018 14:25:01] GET /extensions/%7B%7B::projectType.imgPath%7D%7D 200 1.151 ms - 3973
[06/11/2018 14:25:01] GET /extensions/%7B%7B::view.imgPath%7D%7D 200 2.844 ms - 3973
[06/11/2018 14:25:01] GET /extensions/%7B%7BviewType.imgPath%7D%7D 200 0.876 ms - 3973
[06/11/2018 14:25:01] GET /%7B%7B$root.currentProject.thingServerQRCode%7D%7D 200 4.254 ms - 3973
[06/11/2018 14:25:01] GET /extensions/%7B%7B::w.image%7D%7D 200 3.682 ms - 3973
[06/11/2018 14:25:03] error: [twx-studio:versionCheck] Could not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:25:03] at errnoException (dns.js:53:10)
not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:25:03] GET /api/version/check 500 167.624 ms - 27
[06/11/2018 14:25:03] at errnoException (dns.js:53:10)
[06/11/2018 14:25:03] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:25:03] error: [twx-studio:versionCheck] could not determine version Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:25:03] at errnoException (dns.js:53:10)
[06/11/2018 14:25:03] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:25:06] info: [twx-studio:studio-log] Debug logging disabled
[06/11/2018 14:25:17] error: [twx-studio:auto_configure] undefined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:25:17] at errnoException (dns.js:53:10)
[06/11/2018 14:25:17] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:25:17] GET /api/autoConfigure 500 9.695 ms - 35
[06/11/2018 14:25:17] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:25:17] error: [twx-studio:index] unhandledRejection Unable to retrieve service details. Request failed.
[06/11/2018 14:25:38] info: [twx-studio:studio-log] Debug logging disabled
[06/11/2018 14:25:52] GET /libthingview_wasm.wasm 304 0.355 ms - -
[06/11/2018 14:25:52] GET /libthingview_wasm.wasm 304 0.311 ms - -
[06/11/2018 14:25:53] GET /extensions/%7B%7B::projectType.imgPath%7D%7D 304 0.648 ms - -
[06/11/2018 14:25:53] GET /extensions/%7B%7B::view.imgPath%7D%7D 304 1.775 ms - -
[06/11/2018 14:25:53] GET /%7B%7B$root.currentProject.thingServerQRCode%7D%7D 304 2.247 ms - -
[06/11/2018 14:25:53] GET /extensions/%7B%7BviewType.imgPath%7D%7D 304 1.441 ms - -
[06/11/2018 14:25:53] GET /extensions/%7B%7B::w.image%7D%7D 304 0.460 ms - -
[06/11/2018 14:31:27] GET /libthingview_wasm.wasm 304 0.315 ms - -
[06/11/2018 14:31:27] GET /libthingview_wasm.wasm 304 0.346 ms - -
[06/11/2018 14:31:28] GET /extensions/%7B%7B::projectType.imgPath%7D%7D 304 0.503 ms - -
[06/11/2018 14:31:28] GET /extensions/%7B%7B::view.imgPath%7D%7D 304 0.730 ms - -
[06/11/2018 14:31:28] GET /%7B%7B$root.currentProject.thingServerQRCode%7D%7D 304 0.232 ms - -
[06/11/2018 14:31:28] GET /extensions/%7B%7BviewType.imgPath%7D%7D 304 0.373 ms - -
[06/11/2018 14:31:28] GET /extensions/%7B%7B::w.image%7D%7D 304 0.268 ms - -
[06/11/2018 14:31:34] error: [twx-studio:versionCheck] Could not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:31:34] at errnoException (dns.js:53:10)
not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:31:34] GET /api/version/check 500 5.461 ms - 27
[06/11/2018 14:31:34] at errnoException (dns.js:53:10)
[06/11/2018 14:31:34] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:31:34] error: [twx-studio:versionCheck] could not determine version Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:31:34] at errnoException (dns.js:53:10)
[06/11/2018 14:31:34] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:33:12] error: [twx-studio:auto_configure] undefined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:33:12] at errnoException (dns.js:53:10)
efined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:33:12] GET /api/autoConfigure 500 5.776 ms - 35
[06/11/2018 14:33:12] at errnoException (dns.js:53:10)
[06/11/2018 14:33:12] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:33:12] error: [twx-studio:index] unhandledRejection Unable to retrieve service details. Request failed.
[06/11/2018 14:33:18] info: [twx-studio:studio-log] Debug logging disabled
[06/11/2018 14:44:18] GET /libthingview_wasm.wasm 304 0.341 ms - -
[06/11/2018 14:44:18] GET /libthingview_wasm.wasm 304 0.275 ms - -
[06/11/2018 14:44:18] GET /extensions/%7B%7B::projectType.imgPath%7D%7D 304 0.478 ms - -
[06/11/2018 14:44:18] GET /extensions/%7B%7B::view.imgPath%7D%7D 304 1.200 ms - -
[06/11/2018 14:44:18] GET /%7B%7B$root.currentProject.thingServerQRCode%7D%7D 304 0.832 ms - -
[06/11/2018 14:44:18] GET /extensions/%7B%7BviewType.imgPath%7D%7D 304 1.239 ms - -
[06/11/2018 14:44:18] GET /extensions/%7B%7B::w.image%7D%7D 304 1.402 ms - -
[06/11/2018 14:44:43] error: [twx-studio:versionCheck] Could not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:44:43] at errnoException (dns.js:53:10)
not find latest version: Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:44:43] GET /api/version/check 500 8.836 ms - 27
[06/11/2018 14:44:43] at errnoException (dns.js:53:10)
[06/11/2018 14:44:43] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:44:43] error: [twx-studio:versionCheck] could not determine version Error: getaddrinfo ENOTFOUND studio-download.vuforia.io studio-download.vuforia.io:443
[06/11/2018 14:44:43] at errnoException (dns.js:53:10)
[06/11/2018 14:44:43] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:44:59] error: [twx-studio:auto_configure] undefined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:44:59] at errnoException (dns.js:53:10)
efined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:44:59] GET /api/autoConfigure 500 127.443 ms - 35
[06/11/2018 14:44:59] at errnoException (dns.js:53:10)
[06/11/2018 14:44:59] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:44:59] error: [twx-studio:index] unhandledRejection Unable to retrieve service details. Request failed.
[06/11/2018 14:45:01] info: [twx-studio:studio-log] Debug logging disabled
[06/11/2018 14:45:08] info: [twx-studio:studio-log] Debug logging disabled
[06/11/2018 14:47:57] GET /libthingview_wasm.wasm 304 0.294 ms - -
[06/11/2018 14:47:57] GET /libthingview_wasm.wasm 304 0.382 ms - -
[06/11/2018 14:47:58] GET /extensions/%7B%7B::projectType.imgPath%7D%7D 304 0.503 ms - -
[06/11/2018 14:47:58] GET /extensions/%7B%7B::view.imgPath%7D%7D 304 0.444 ms - -
[06/11/2018 14:47:58] GET /%7B%7B$root.currentProject.thingServerQRCode%7D%7D 304 0.566 ms - -
[06/11/2018 14:47:58] GET /extensions/%7B%7BviewType.imgPath%7D%7D 304 0.729 ms - -
[06/11/2018 14:47:58] GET /extensions/%7B%7B::w.image%7D%7D 304 0.321 ms - -
[06/11/2018 14:48:08] error: [twx-studio:auto_configure] undefined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:48:08] at errnoException (dns.js:53:10)
efined 'GET' 'https://studio.vuforia.com/api/v1/service_details' 'Unable to retrieve service details. Request failed.' Error: getaddrinfo ENOTFOUND studio.vuforia.com studio.vuforia.com:443
[06/11/2018 14:48:08] GET /api/autoConfigure 500 4.851 ms - 35
[06/11/2018 14:48:08] at errnoException (dns.js:53:10)
[06/11/2018 14:48:08] at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:95:26)
[06/11/2018 14:48:08] error: [twx-studio:index] unhandledRejection Unable to retrieve service details. Request failed.
[06/11/2018 14:48:12] info: [twx-studio:studio-log] Debug logging disabled