2. Session Description
This breakout session will cover troubleshooting techniques that we recommend for Wonderware InTouch. We will also take a look into some of the new functionalities with Wonderware InTouch Duration: 90 min

3. WW TSS-14 InTouch 2012 & Advanced Troubleshooting
Bindya Shah
October, 2012
Title slide [from Title Slide master]
The title slide is available as a Title Master and the background and graphic elements are fixed. Text is editable for the slide heading and presentation details but the small compliance text exists in editable form only on the Title Master itself. This type area should be used only for the purposes of compliance text and should not be replaced by other content.
Font, type size and colours are fixed for the Title Master style and should not be modified.
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© Invensys 00/00/00
Invensys proprietary & confidential

4. Overview New Features in InTouch 2012 Mind Map View 100% CPU Issue
Process Explorer
View Crash Causes and Solutions

5. New Features in InTouch 2012
Smart Card
Show/ Hide Graphics
Tag Viewer
WWHeap Setting
Windows Memory Caching
CPU Affinity
Lock Window Size – Scale For Resolution
GetWindowName Script Function

6. Smart Card
InTouch utilizes the following smart card related APIs exposed by Microsoft.
Note: The AppServer xxSecurity also utilizes these APIs to support smart card authentication for the Galaxy OS authentication using smart card.
Windows Smart Card APIs will be used to detect the presence of the smart card in the system. Refer to the following  link for details:
Microsoft Cryptographic services will be leveraged to read certificates that are stored in the smart card. Refer to following link for details:
You need the domain that is incorporated with smartcard users.
Stamp the smartcard with the proper certificate.
Install the Driver for the Card and the Reader

7. Smart Card Hardware C2-40 Mini Driver Smart Card
OK 3021 USB Smart Card Readers

8. Show/Hide Graphics
The Show/Hide Graphic script functions allow you to write ArchestrA Graphics scripts to display a symbol as a pop-up window and close the pop-up window.
The HideGraphic script function allows you to close any ArchestrA symbol, displayed through the ShowGraphic script function.
The HideSelf script function allows you to close the symbol, displayed by either the ShowGraphic script function or the ShowSymbol animation.

9. Show Graphic Function Structure
Dim graphicInfo as aaGraphic.GraphicInfo; graphicInfo.Identity = "<Identity>"; graphicInfo.GraphicName = "<SymbolName>"; ShowGraphic( graphicInfo );

10. Show/Hide Graphic Script Tips and Examples
The Show/Hide Graphic script functions allow for a wide range of scripted uses: • Using Predefined and Named Scripts • Working with Modal Windows • Using Hierarchical References and Containment Relationships • Scripting the Owning Object • Scripting Multiple Symbols

11. Important Note on ShowGraphic Function
The ShowGraphic function can be used in a symbol’s action script, named script and pre-defined script. Although the system allows you to include it in a server script, such as Start Up, On Scan, OffScan, Shut Down and Execute, you will not be able to execute the function at run time.
Detailed Examples are on Tech Note 815

12. Tag Viewer
You can start Tag Viewer only if WindowViewer is running, and Tag Viewer has been enabled at design time.
You can launch Tag Viewer from the WindowViewer menu or from a script calling the LaunchTagViewer() function.
The above function can be executed from any script type, except application scripts: OnStartup and OnShutdown.
If Tag Viewer is not enabled, calling the function will not start Tag Viewer and a warning message will be logged in the logger.
You must have adequate security privileges to run Tag Viewer

13. Tag Viewer

14. WWHEAP Memory Settings
You can configure the wwHeap Memory settings by specifying the wwHeap size and start location. The default size, default start location, and allowable location range vary by operating system.
The default sizes are described in the following table:
Operating System
Default Size
32 – bit
1519 MB
32 – bit with /3GB switch enabled
2048 MB
64 – bit

15. WWHEAP Memory Settings
The default locations and allowable location ranges are described in the following table:
Operating System
Default Start Location
Allowable Range
32 –bit 0x
0x to
0x7FFEFFFF
32-bit with the /3GB
switch enabled 0x
0xBFFEFFFF
64-bit 0x
0xFFFEFFFF

16. WWHEAP Memory Settings Example
My machine was 64 – bit Windows 7 SP1

17. Memory Caching for WindowViewer Windows
You can configure how WindowViewer uses memory for Windows to improve performance at run time.
Windows can be kept in memory at run time in certain conditions to allow for fast retrieval.
You can also specify the interval for a periodic memory health check and settings for the heap memory segment.

18. Viewer Memory Caching In-Memory Window Caching
Memory Limit for In-Memory Windows
The default memory limit is 70% of process memory.
In-Memory Window Expiration Time
The default value is 0 hours, which designates no time limit.
You can enter a value between 0 and 8760 hours (365 days)
High Priority Window Caching
Enable High Priority Window Caching
This allows some windows to be marked as high priority.
Memory Limit for High Priority Windows
The default memory limit is 90%.
Memory Limit for In-Memory Windows
If the memory limit is exceeded, the system automatically removes the oldest closed in-memory
window from the cache at run time, unless it is marked as a high-priority window.
Enable High Priority Window Caching
These windows will always be kept in cached memory after they are closed at run time.

19. Viewer Memory Screen Shot

20. Core Processor Affinity for WindowViewer

21. Lock Window Size

22. Expose Window Name Property
GetWindowName script function enables the user to retrieve the name of the window under which the function has been called.
The syntax of the script function is as follows:
Resultcode = GetWindowName(tagname);
Resultcode indicates the success or failure of the script function. The resultcode can be a Discrete/Integer/Real data type.
Resultcode will be 1 or 0, based on the success or failure of the script function:
Resultcode is 1 when the script function is called from window context.
Resultcode is 0 when the script function is called from non-window context.

23. Advanced Troubleshooting Techniques

24. 31-Mar-17
Issue 1: View %100 CPU
Does WindowViewer seem like it is running in an infinite loop?
(c) 2002 Invensys Systems, Inc.

25. 31-Mar-17
Issue 1: View 100% CPU
SR – Happens several times a day on all InTouch Deployed Apps.
(c) 2002 Invensys Systems, Inc.

26. Issue 1 - Mind Map for View 100% CPU issue

27. Issue 1 - Mind Map a way to share the history of a complicated issue
Let’s compare Call Tracking Database Text Summary Mind Map

28. Issue 1 - Mind Map a way to share the history of a complicated issue
28 Pages long!

29. Issue 1 - Mind Map a way to share the history of a complicated issue
Can use this to share the history of a case with:
Colleagues
Development
System Integrator
Distributor
Customer
Management
OR use for training a new Engineer

30. Issue 1: Tools/Techniques used in this SR
31-Mar-17
Issue 1: Tools/Techniques used in this SR
Increase WWHeap – Must use GUI for InTouch 10.5 not the old Registry settings
Process Explorer
Log Viewer
ArchestrA Symbol Analysis and Repair Tool for SP 2012 – not posted on WDN; has not helped any customers as far as we know; use older version of tool before migration to SP 2012
Performance Monitor - Tech Note 868
Event Viewer
Galaxy Backup to view InTouch app
Rebuild App with Tech Note 570
Qslice
Dump
(c) 2002 Invensys Systems, Inc.

31. Issue 1: Options to Create Dump
31-Mar-17
Issue 1: Options to Create Dump
Tech Note 726 Capturing a Memory Dump File Using the Microsoft® Debug Diagnostic Tool (32bit)
Tech Note 793 Capturing a Memory Dump File Using the Microsoft® Debug Diagnostic Tool (64bit)
Process Explorer version or later. Right click on the process and select Dump.
(c) 2002 Invensys Systems, Inc.

32. Issue 1: Which View Thread is consuming the most CPU?
31-Mar-17
Issue 1: Which View Thread is consuming the most CPU?
Option 1 – Use Qslice Option 2 – Use Process Explorer
(c) 2002 Invensys Systems, Inc.

33. 31-Mar-17
Issue 1: QSlice
CPU Stress – an internal utility Qslice – free download from Microsoft
Double click the process to show the threads
(c) 2002 Invensys Systems, Inc.

34. Issue 1: Process Explorer
31-Mar-17
Issue 1: Process Explorer
Right click on the Process
Select Properties
Click on the Threads tab
(c) 2002 Invensys Systems, Inc.

35. Issue 1: Process Explorer Demo
31-Mar-17
Issue 1: Process Explorer Demo
Free download from Microsoft
Show how to identify AppEngine name
(c) 2002 Invensys Systems, Inc.

36. Issue 2: View freezes Is View frozen? 31-Mar-17
(c) 2002 Invensys Systems, Inc.

37. Issue 2: View freezes when Alarm occurs
31-Mar-17
Issue 2: View freezes when Alarm occurs
Use WindowMaker File/Print to print all scripts to file Caused by Application While Running Script PlaySound( "C:\Windows\Media\Afternoon\Windows Notify.wav", 0 );
(c) 2002 Invensys Systems, Inc.

38. Issue 2: Print Scripts to File
31-Mar-17
Issue 2: Print Scripts to File
(c) 2002 Invensys Systems, Inc.

39. Issue 3: Suitelink Suspends and Resumes
31-Mar-17
Issue 3: Suitelink Suspends and Resumes
Usually caused by high CPU One customer – due to PlaySound playing a wave file One customer - caused by the aaflexlic dll for a hardware key
(c) 2002 Invensys Systems, Inc.

40. 31-Mar-17
Issue 4: View crashes
(c) 2002 Invensys Systems, Inc.

41. Issue 4: Event Viewer for View Crash and Hang
31-Mar-17
Issue 4: Event Viewer for View Crash and Hang
(c) 2002 Invensys Systems, Inc.

42. Issue 4: View Crash Causes / Solutions
31-Mar-17
Issue 4: View Crash Causes / Solutions
Cause #1: WWHeap conflict or Out of Memory. Look for WWHeap messages in Log Viewer or Event Viewer Solution #1: Increase WWHeap Memory (Tech Note 768) or in Node Properties for InTouch 10.5 Cause #2: Not having the latest InTouch Service Pack and patch installed. Cause #3: Running View on a non-supported OS / Service Pack. Solution #3: Check the InTouch Readme for supported OS Cause #4: View out of memory Solution #4: Verify with Performance Monitor. Isolate to individual windows or window combinations
(c) 2002 Invensys Systems, Inc.

43. Issue 4: View Crash Causes / Solutions
31-Mar-17
Issue 4: View Crash Causes / Solutions
Cause #5: Scripting. Application While Running script causing resource issue or an individual script causing a crash. Solution #5: Isolate down to individual script. Print scripts to file for analysis. Cause #6: View caused an invalid page fault in module CBTREENT.dll. Solution #6: Corrupt InTouch History Files. Isolate to individual day causing the problem. Cause #7: Corrupt window or InTouch App Solution #7: Recompile the app OR rebuild the app (Tech Note 570 for Managed Apps, Tech Note 774 for Standalone apps)
Use Crash Dump if still unresolved
(c) 2002 Invensys Systems, Inc.

44. Issue 5: Handle Leaks What can happen when there is a handle leak?
31-Mar-17
Issue 5: Handle Leaks
What can happen when there is a handle leak?
(c) 2002 Invensys Systems, Inc.

45. Issue 5: aaGR Handle Leak causes View Crash
31-Mar-17
Issue 5: aaGR Handle Leak causes View Crash
Various SP 2012 customers reporting View crash due to aaGR Handle Leak (34657 handles in one case)
The scenario is that the ArchestrA Galaxy Repository is installed, but the node is just being used as an InTouch Runtime.
Hotfix CR L
Number of Handles used by process. Seen with Task Manager, Process Explorer or Wonderware Tech Support Info Tool
Demo of Wonderware Tech Support Info Tool and Performance Monitor in session “TSS 10 – WAS Advanced Troubleshooting”
(c) 2002 Invensys Systems, Inc.

46. Questions ?
THANK YOU