Troubleshooting

This section describes the possible error scenarios and their resolutions.

Autodesk Platform Services Viewer

Issue Resolution
SSL Error The signer certificate that is used by the Autodesk Platform Services Viewer is not in the application server trust store.
When using Safari on iOS, the viewer returns a 401 – Unauthorized error and the model load spinner spins forever. Enable cookies.
When you use a Navisworks file, the viewer does not zoom to context, and when you select an item that should match the imported data, it does not. The Navisworks Binding attribute that is displayed on the Model Link Info dialog in the BIM Model Management Tool may be incorrect. Typically, it is either Guid or GUID, but it may be necessary to examine the model properties in the Viewer to identify the ID Property/GUID.

BIM Model Management Tool

Issue Resolution
When attempting to enter credentials, the BIM Model Management Tool displays an error with a Java stack trace that includes a connection timeout error. Ensure the IBM® Maximo® Real Estate and Facilities server can communicate with the internet. From the server console, you must be able to connect to https://developer.api.autodesk.com.

IBM Maximo Real Estate and Facilities Connector for BIM

The Maximo Real Estate and Facilities Connector for BIM has a log file that contains additional error information. The log files are located at <System drive>\ProgramData\IBM\TRIRIGA\AR Integrator\log.

Additional logging can be enabled by editing the file log4net.xml in the Connector config directory. Set the value of <level value="INFO" /> to ERROR or DEBUG.

Issue Resolution
Log in to Maximo Real Estate and Facilities from the Connector fails typically with a message indicating a problem accessing UOM (Units of Measure).

The value for the property OSLC_BASE_URI in the TririgaWeb.properties file is incorrect. Correct the URL. To test the URL:

  1. Launch the Maximo Real Estate and Facilities portal from a browser and log in.
  2. Open a new tab in the same browser windows.
  3. Paste the OSLC URL into the address bar of the new tab. If you have copied it directly from the properties file, be sure to remove the \ escape characters first.

The browser should respond with something similar to:

{"prefixes":{"rdf":"http:\/\/www.w3.org\/1999\/02\/22-rdf-syntax-ns#","spi":"http:\/\/jazz.net\/ns\/ism\/smarter_physical_infrastructure#","oslc":"http:\/\/open-services.net\/ns\/core#"},"spi:calendar":"gregorian","spi:language":"en","rdf:type":[{"rdf:resource":"http:\/\/jazz.net\/ns\/ism\/smarter_physical_infrastructure#System"}],"spi:currentDate":"2020-01-15T06:27:04.985-08:00","spi:serviceProviders":{"rdf:resource":"http:\/\/tigger:9080\/dev\/oslc\/sp"},"rdf:about":"http:\/\/tigger:9080\/dev\/oslc"}
When opening a new or second model in Revit whether or not the first one is closed, the following error is displayed:

The file being loaded is causing a conflict with existing data in the model. What do you want to do?

Continuing to open the model will clear the model GUID that effectively detaches it from Maximo Real Estate and Facilities although it does not appear to be detached. If this has happened, the model can be detached and reintegrated.

Closing Revit and reopening it with the new model bypasses this issue.
Cannot log in to Maximo Real Estate and Facilities from the Connector as an admin user. The number of active admin users has exceeded the allowed number. Use the Maximo Real Estate and Facilities admin console to close some or all of the active admin users.
Note: Logging out of the Connector or just closing Revit may not close the session in Maximo Real Estate and Facilities.
After an install on a workstation where the old version of the Connector is running, Revit reports that it cannot start the .addin file because a DLL is missing. If the previous version of the Connector was installed for the current user and the current version is installed for all users, the .addin file from the previous version is found first. Go to the directory <current user> \AppData\Roaming\Autodesk\Revit\Addins\<year> and delete the RevitIntegrator.addin file.
When using Launch Portal, Open Building, and Open Selection, the browser prompts for a login. The hostname in the OSLC_BASE_URI in the TririgaWeb.properties file is different from the hostname used with the Connector login. This can happen with multi-homed servers, or if localhost is used for the Connector login. SSO to the portal only works when the hostnames match.

Known limitations

  1. In the APS Viewer, large models can generate “Out of memory” errors especially in browsers on low memory devices, such as tablets. This can manifest as a console error message or a browser crash.
  2. For the Forge Storage Management, rights granted on storage to other IDs do not in fact grant them rights.
  3. If the Revit application is open and the BIM Integrator is being updated from a previous build of version 2.6.0 to a later build of the same version, the existing revitintegrator.dll file will not be overwritten. As a result, version 2.6.0 will not reflect the later build of the BIM Integration in the Revit application. To upgrade to the later build, the user should close the Revit application, delete the AR integrator folder in C>ProgramData > IBM >Tririga and install the later build. (Tri-53540)
  4. Within the BIM tab of the perceptive Work Task Service app running on tablets or phones, if one wants to change the font size or the color after entering Markup mode, if the font size is increased beyond 25pt, Bold & Italic options are hidden. Try selecting the Bold & Italic option before changing the font size (Tri-53780).
  5. In iPhones running either Safari or Chrome, the BIM Viewer is not supported via the Request Desktop Site or Desktop Site option of the browser menu. The BIM Viewer is only available when those options are not used or you may encounter a black screen in the BIM tab in the perceptive Locate app or the perceptive Work Task Service app. (Tri-53902)
  6. When a room or area has one or more holes in the middle, the graphics section does not function properly. The outer room boundary and each hole are polylines. The Maximo Real Estate and Facilities space is bound to the first polyline encountered that may be one of the holes. In addition, when space is displayed in the graphics section, the hole(s) may not be excluded from the room.