Troubleshooting

Introduction

Here you will find solutions to some of the most common problems related to Axon.ivy Designer. If you can't find your solution here there are some other sources which could help:

Axon.ivy Q&A

The Axon.ivy Q&A contains a considerable amount of questions and answers related to Axon.ivy Designer and Engine.

Stack Overflow

Problems related to common technologies like Java, JSF, Primefaces are answered on the web, e.g. on Stack Overflow.

Support

You can get support via ivy@axonivy.com (support may be subject to charging, depending on your licence agreement).

Error Dialogs

Error Id

Error Dialogs shown to the user contain a unique error id. This error id can be used to search the log files for more information about this error.

Error Report

On Error Dialogs it is possible to generate an Error Report. This report contains information about the error, the designer machine and the current state of the Axon.ivy Designer.

Note

If you need to contact the support because of an error, please generate an Error Report for it. Most of the time it contains the necessary information, to find and solve the problem.

On the HTML error page use the Open Error Report button at the end of the error page to open the Error Report. Use CTRL-A and CTRL-C to copy the Error Report to the clipboard.

The Event Details Dialog of the Runtime Log View provides a button to generate and save an error report for a given log entry.

Moreover, you can also use the menu Axon.ivy > Debug > Save Debug Report to generate and save such a report without an error.

Startup Problems

Start of Designer fails

Immediately after the start of the Axon.ivy Designer you get the error dialog below and the Designer does not start.

Error dialog when Axon.ivy Designer.ini broken

Figure 10.1. Error dialog when Axon.ivy Designer.ini broken

Most probably the configuration file Axon.ivy Designer.ini for the Designer is broken. Ensure that all parameters you added are correct. Furthermore, ensure that you do not have empty lines in the file. No whitespace characters (such as space or tab) except line feed and carriage return are allowed at the end of a line.

Start of Elasticsearch / Business data manager fails

If Elasticsearch cannot be started make sure that the ivy Designer is not running in a folder that has special Windows UAC settings.

Alternatively, try creating a plugins/ folder inside the elasticsearch/ folder in the main designer directory.

Memory Problems

OutOfMemoryException: Java heap space

If this error occurs, then the Designer requests more memory than it is allowed to use. This can happen when a lot of data is used during the process simulations. Ensure, that your computer has enough memory. Then you can increase the maximal memory consumption of the Axon.ivy Designer. Just open the Axon.ivy Designer.ini and change the value in the line after -Xmx to a higher one.

Note

If you have a 64 Bit computer use the 64 Bit version of the Axon.ivy Designer. This allows you to allocate more than 2 GB memory.

Graphics Problems

Superimposition of UI elements when scrolling

With a combination of certain Java 1.6, Windows, DirectX and graphics adapter driver versions, some strange UI effects may occur. Mostly happening when the UI must be redrawn very frequently (e.g. scrolling tables, moving windows), it looks like some UI elements are superimposed by some other UI elements.

First try to update the driver of your graphics adapter. If this does not work, you may want to switch off DirectX usage for the Designer. Just add the following line to the Axon.ivy Designer.ini and the problem should be gone.

-Dsun.java2d.d3d=false

OS X Problems

No Java Execution Environment is set (Problem: "Unbound classpath container: 'Default System Library'")

Solution: In the Preferences tree Java/Installed JREs add a Standard VM located in the Axon.ivy Designer jre/Contents/Home directory and select it.

Key bindings in the process editor don't work sporadically

Solution: Close the process and reopen it.