Error Messages - CloudWorx for Intergraph Smart 3D - Help

This section lists all the error and warning messages that you are likely to encounter.

Intergraph Smart Licensing: Unable to obtain license; project CloudWorx is invalid.

Issue

SLDM or Cyclone 9.3.3 is unable to find the LDM seat using the ISL Client and switches to Viewer-Navigator mode. The software cannot publish point cloud data anymore.

Possible cause

The issue can be due to a mismatch in the project on the CCI file that is hard-coded to SLDM. In these instances, the Message column on the ISL Notifications tab displays a message that the project is invalid.

Solution

You can fix this issue using two ways (1 or 2) as listed below:

1. Create a fallback project with the same name that is displayed in the Message column of Notifications tab. In this error message, CloudWorx is displayed as the project. So, you must create a fallback project named CloudWorx.

   

2. Set the appropriate environment variable with the project name available in the current CCI file loaded with the ISL software as shown in the steps below:

   1. Get the project name New Code for your current CCI file from the ISL software (as shown below).

      

   2. Click Start, type env in the Start search box, and then click Edit the system environment variables.

   3. In the System Properties dialog, click Environment Variables on the Advanced tab.

   4. Set the system environment variable value to SLENV_ProjectName (New Code).

      

   5. Start the Cyclone (SLDM) software, and click No on the Check License Server dialog.

      

   6. Check the messages on the ISL Notifications tab to verify that a license has been reserved.

      

JetStream Administration Tool crashes

Issue

JetStream Administration Tool crashes when you try to connect to JetStream Server using the Connect option.

Possible cause

This crash occurs if you are running SLDE 2020 on new computers with 11th Gen Intel(R) Core(TM) i7-11800H @ 2.30GHz, 2304 Mhz, 8 Core(s), 16 Logical Processor(s) or higher version processors.

Solution

1. We recommend the users to set a system environment variable that disables the check for SHA extension on the hardware. This leads to the hash computation in software without relying on the hardware extension.

2. Click Start, type "env" in the Start search box, and then click Edit the system environment variables.

3. In the System Properties dialog, click Environment Variables on the Advanced tab.

4. Set the system environment variable as shown (not the user variables):

   

   

5. Dismiss all the subsequent dialogs by clicking OK.

   Setting this environment variable also resolves the following issues:

   • JetStream runs successfully.

   • Publishing to TrueView Cloud from either Register 360 and Cyclone works successfully.

   • Fixes TruSpace issues from crashing and so on.

Failed to load point cloud model (with Cyclone data)

Issue

This error message occurs when multiple users work on the Cyclone point data concurrently in Citrix environment.

Possible cause

Cyclone does not support concurrency workflows in Citrix environment.

Solution

We recommend the users to work on JetStream point cloud data in Citrix environment.

Failed to load the Point Cloud Model (with JetStream data)

Issue

This error message occurs when you import an LGS project file into the JetStream Administration Tool.

Possible cause

The LGS project file name contains ‘.lgs’ as an extension in the JetStream Administration Tool.

Solution

Select the point cloud project that contains .lgs as an extension and use the Rename option to remove the .lgs extension from the file name.

Unable to import LGS project to Cyclone ENTERPRISE

Issue

This issue occurs when you are trying to import the LGS project into Cyclone ENTERPRISE.

Possible cause

The LGS project file name extension is in uppercase (.LGS).

Solution

We recommend using .lgs as the LGS project file name extension instead of .LGS.

Could not connect

Issue

This message is displayed when you are trying to connect to JetStream server using JetStream Admin.

Environment

• Operating System: Not Version Specific

• Database: Not Database Specific

• JetStream Server: Not Version Specific

Solution

This message is displayed in the following scenarios:

• If the JetStream License server is not setup.

Recovery: Activate the appropriate JetStream Server license either from CLM or Smart Licensing (selecting CCI file with seats for SLDE tag)

• When the JetStream service is suspended.

Recovery: Restart the service from Services.msc. If you are unable to restart the service, then kill the JetStream.exe process in Task Manager and restart the JetStream Service in the Services dialog.

• This might be due to the storage location that could not be opened.

Recovery: Rename the JetStream Storage location folder and create a new folder with previous name. Then the error message is not displayed on connecting to JetStream server. Later you can delete the newly created folder and rename the old one back to restore the Projects on the JetStream server.

Waiting for Shared Resource

Issue

This error message is displayed when you are trying to open the Cyclone TruSpace in Smart 3D.

Environment

• Operating System: Not Version Specific

• Database: Not Database Specific

• Smart 3D: v2014, v2014R1, and v2016

Solution

Do not close the error message. Using CloudWorx Ribbon Bar, close the project and then reopen the point cloud project. Now try opening the same TruSpace. You must repeat this process for all the scan stations. Everything works as expected.

Point Cloud display issue

Issue

This issue occurs when you switch to different LFM projects within the Smart 3D session.

Solution

1. Close the existing Smart 3D session.

2. Open Project Management and set the LFM project as point cloud source that you want to load.

3. Open a new Smart 3D session, define workspace with point cloud node selected.

The software loads the required project without any display issue.

LFM Server has stopped working

Issue

This issue occurs when you load the LFM point cloud data on Remote Desktop Connection. This is a known issue with LFM. LFM software requires Graphic card (Hardware Acceleration) to run its application. The software does not open the LFM graphic window on remote desktops without GPU.

Solution

1. Disconnect from Remote Desktop.

2. Load the point cloud data on any physical computer to avoid the error message.

Failed to read a point-cloud. Failed to load data block for cursor.

Issue

This error message occurs when you publish the cyclone data to JetStream.

Possible cause

The reference database for one or more point clouds is not present. Other possible causes could be having a corrupted database or containing pCE data.

Solution

1. Add the database with the source data before trying this operation.

2. We recommend you to copy the full dataset instead of the link to the databases to avoid such issues.

Point clouds flashing issue

Issue

This issue occurs after referencing the point clouds in Smart 3D environment.

Possible cause

The issue is due to the availability of many noise points in both .Imp and .Jsa files.

Solution

1. We recommend you to clip the noise points using Cyclone and republish the Jetstream project to resolve the issue.

JetStream Connect Error: Check that a server is running on the specified machine: "localhost". And that the server is listening to the given port: 9090. Otherwise, this is most likely due to license-issues.

Possible cause

Cyclone displays this error message when attempting to store data in the JetStream ProjectVault.

Solution

1. Verify that JetStream Service is running. On the JetStream ProjectVault server, open Windows Service dialog and locate ‘JetStreamService’ entry. Check that its Status is ‘Started’. If not, manually start the service.

2. Verify the correct port number is used. The port number is configured during installation. To see the current JetStream port number, open "C:ProgramData\LeicaGeosystems\JetStream\JetStreamConfig.ini" in a text editor program. The same port number has to be specified when storing data in JetStream ProjectVault.

3. Verify that JetStream ProjectVault Server has valid JetStream licenses. JetStream EIDs must have been activated on a LOCAL license server.

4. Verify that firewall rules that allow JetStream traffic exists and are enabled.

JetStream Error: Project already exists. Please use a different project name.

Possible cause

Cyclone displays this error message when attempting to store data in the JetStream ProjectVault.

Solution

Project names within the same JetStream ProjectVault must be unique. Use a different project name.

Error: The same project has been generated before and is not allowed to be generated again. You need to remove the old project using the Admin Tool before re-generating the project.

Possible cause

Cyclone displays this error message when attempting to store data in the JetStream ProjectVault.

Solution

This error indicates that the ModelSpace has already been stored in JetStream ProjectVault. ModelSpace that has been edited is still considered the same because they were created from the same original ModelSpace. Use JetStream Admin tool to delete the project containing the ModelSpace before storing a new ModelSpace.

JetStream Connect Error: Client/Password-Authentication failed. Server-Access denied.

Possible cause

Cyclone displays this error message when attempting to store data in the JetStream ProjectVault.

Solution

1. Verify that “Restrict to specified users” mode is turned off using JetStream Administration tool.

2. If “Restrict to specified users” mode is enabled, verify that the current Cyclone user is on the list.

Store in JetStream ProjectVault: Failed to transfer the point cloud to the JetStream server. Failed to write data.

OR

Failed to close new JetStream PointCloud. Please check if temporary folder or server project folder has enough disk space, or try to lower the JetStream generator memory usage. Failed to write output, return value (1)

Possible cause

Cyclone displays one of the above messages while storing data in JetStream ProjectVault.

Solution

This error usually occurs if JetStream ProjectVault rans out of available disk space or there is a hardware malfunction.

Verify that Cyclone’s temporary directory has at least 1.5 times the size of the .IMP file.

Verify that the amount of free disk space in JS server’s Storage Location is at least equal to the size of the .IMP being exported.

If the Storage Location drive is NAS, ensure its UNC path is accessible from JS Server and JS Server has full permissions.

Try lowering "Percent RAM Used for JetStream Generator" preference setting to 20. This parameter is on the Point Cloud tab.

Store in JetStream ProjectVault: Failed to read one point cloud.

Possible cause

Cyclone displays this message while storing data in JetStream ProjectVault.

Solution

This error occurs when there is no sufficient disk space in Cyclone's Temporary directory. Cyclone log file should have errors similar to these three lines:

Cyclone log file should have errors similar to these three lines:

<time stamp> Failed to write one chunk of 100000 points. 0 points are actually written.

<time stamp> Failed to read one point cloud.

<time stamp> Failed to read one point cloud.

Use Cyclone User Configuration Manager to change the location of Cyclone’s Temporary directory to a different drive with more available disk space.

The error can also be caused by network disruption between Cyclone and JetStream ProjectVault Server. Verify that the network connection is robust.

Store in JetStream ProjectVault: Failed to start sending to JetStream. Server is not responding.

OR

Failed to close new JetStream PointCloud. Please check if temporary folder or server project folder has enough disk space, or try to lower the JetStream generator memory usage. Server is not responding.

Possible cause

Cyclone displays one of these messages near the end of the process.

Solution

The “Server is not responding” indicates that the communication between JetStream ProjectVault server and Cyclone has become too slow. This is most likely caused by JetStream ProjectVault server experiencing very high CPU usage (e.g. unifying a large ModelSpace). This problem tends to occur more frequently on a computer with lower specifications.

Stop all other CPU intensive tasks on JetStream ProjectVault Server.

Allow only one Cyclone for storing data onto JetStream ProjectVault.

Store in JetStream ProjectVault: Failed to transfer the viewing, setup info. Only valid Project objects can have Workspace children.

Possible cause

Cyclone displays this message when attempting to store data in JetStream ProjectVault.

Solution

This error occurs when a previously defined storage location is removed and/or deleted from JetStream ProjectVault server.

Run JetStream ProjectVault to determine storage locations and verify that all of them are present.

Store in JetStream ProjectVault: Failed to start sending to JetStream. 1:cannot commit - no transaction is active.

Possible cause

Cyclone displays this message when attempting to store data in JetStream ProjectVault.

Solution

Restart JetStream service and repeat the command to store data in JetStream ProjectVault.

Store in JetStream ProjectVault: Failed to start sending to JetStream. database operation timeout.

Possible cause

Cyclone displays this message when attempting to store data in JetStream ProjectVault.

Solution

Restart JetStream service and repeat the command to store data in JetStream ProjectVault.

Store in JetStream ProjectVault: Failed to transfer image to JetStream. Invalid DataAccessHandle.

Possible cause

Cyclone displays this message when attempting to store data in JetStream ProjectVault.

Solution

Most likely the version of JetStream server has not been updated, and does not support pano images. Install at least version 1.2.0

Do not rely on the version number in Programs and Features, but instead check the version of the actual executable properties, JetStream.exe

Failed to get JetStream projects on server localhost. Reason may follow. JetStream error -1:Invalid client(nullptr). No server-connection.

OR

Failed to get JetStream projects on server eeipoweredge. Reason may follow. JetStream error -1: Access denied: Failed to deserialize the client-details.

Possible cause

This error occurs when you are attempting to open any JetStream project.

Solution

Verify that user is running the correct versions. You can check the version and build numbers by opening About dialog in Cyclone and CloudWorx. To check JetStream version, open Properties dialog on "C:\Program Files\Leica Geosystems\JetStream\JetStream.exe" and choose "Details" tab.

Cyclone must be 9.1.1 build or later

CloudWorx for AutoCAD must be at least 6.0.1 build 455 or later

JetStream Server must be 1.0.1 build 286 or later

JetStream Connect Error: Unexpected end of buffer OR Test Result: Server is invalid. Unexpected end of buffer.

Possible cause

This error occurs when you are attempting to open any JetStream project. Cyclone failed to export to JetStream server showing either of the above error messages.

Solution

Verify that user is running the correct versions. You can check the version and build numbers by opening About dialog in Cyclone and CloudWorx. To check the version of JetStream, open Properties dialog on "C:\Program Files\Leica Geosystems\JetStream\JetStream.exe" and choose "Details" tab.

Cyclone must be 9.1.1 build or later

CloudWorx for AutoCAD must be at least 6.0.1 build 455 or later

JetStream Server must be 1.0.1 build 286 or later

JetStream Admin/Cyclone fail to connect to JetStream Server. JetStream_log.txt shows "Failed to set default storage path: ..." and/or "Failed to init JetSream Attempt to add root folder that already exists: ..."

Solution

1. Close every Cyclone and JetStream program that might be running.

2. Stop JetStream service.

3. Delete everything in "C:\ProgramData\Leica Geosystems\JetStream" folder.

4. Start JetStream service.

5. Run JetStream Admin. Try to connect to JetStream server. If it doesn't work, send the graphic of the error and JetStream_log.txt.

6. Run Cyclone and try to export a small ModelSpace view to JetStream server. If it doesn't work, send the graphic of the error and JetStream_log.txt.

Store in JetStream ProjectVault: Failed to transfer image to JetStream. Could not write metadata.

Possible cause

This error is caused by incompatible database schema. When you update JetStream server, the software was supposed to upgrade the database file automatically but somehow it failed to do that. Cyclone failed to publish to JetStream server raising this error at around 75 to 85%.

Solution

1. Open JetStream Admin. Export all projects that you want to keep.

2. Close every Cyclone and JetStream program that might be running.

3. Stop JetStream service.

4. Delete everything in "C:\ProgramData\Leica Geosystems\JetStream" folder.

5. Start JetStream service.

6. Run JetStream Admin. Import your backup projects from step 1.

For all other JetStream errors that are not listed in this section, try the following steps:

1. Close Cyclone, CloudWorx, and JetStream software.

2. Stop JetStream Service.

3. Delete everything in "C:\ProgramData\Leica Geosystems\JetStream" folder. All existing projects gets deleted.

4. Create a new directory in “C:\JetStream”.

5. Open JetStream Service Properties, type '-qa' in Start parameters box, and then click Start.

   

6. Run JetStream Admin tool. Delete all existing storage locations. Add a new storage location at C:\JetStream.

7. Try to export to JetStream Server or Open a JetStream project.

8. If the problem persists, gather and send ALL files in the following folders for further troubleshooting.

   C:\Users\ your_username \AppData\Local\Leica Geosystems\CloudWorx\AutoCAD\6.0

   C:\Users\your_username\Documents\Cyclone\Log

   C:\ProgramData\Leica Geosystems\Logs

   C:\ProgramData\Leica Geosystems\JetStream

   We recommend you to take back up of data before you start deleting the existing storage locations.

Exception Reason CyPointWorkingSet::HandlePointLodQuery:Exception caught PCE cloud is not supported.

Possible Cause

This error message occurs when you work with old Cyclone DBs that contain PCE cloud data on the latest Cyclone software.

Solution:

We recommend you to convert the old Cyclone DBs to enhanced working format for reading the point cloud data with no issues. Perform the below steps to convert the old Cyclone DBs:

1. Select the Project/Scanworld/Modelspace view of the Cyclone DB that shows the error.

2. Invoke Convert to Enhanced Working Format command from Tools menu on Cyclone.

The Convert to Enhanced Working Format command is available till Cyclone 9.3.