Basic Troubleshooting Concepts

This page covers common problems with opening design files and syncing designs to hardware, and how to resolve them.

Sync Fails with a Version Mismatch

Symptom

A push or pull stops before anything is sent, with a message such as:

device is running version 1.0.1 and this site manager is version 1.1.0, they have to match to sync

Cause

Cognio DesignOps can sync only with Smart Devices running the same firmware version, including the patch number. See Syncing with Hardware.

Solution

Update the device's firmware to the version of Cognio DesignOps you are using, then sync again. Update firmware from the device's Smart Device Properties, or click the amber firmware chip next to the device in the Sync Site dialog.

If the message says the device "has not reported its version yet", the device has only just connected. Wait a few seconds and try again.

Asset Sync Failed

Symptom

After a push, the Site indicator in the Navigation Bar shows ASSET SYNC FAILED, and the affected Space shows ASSET SYNC FAILED next to its Sync button. See Background Sync Indicator and After a Push.

Cause

Some of the files the devices need, such as the archived Site file, did not transfer to the devices after the design was sent. The Site Log in Operation Mode lists the device that failed and how many files did not transfer.

Solution

Hover over the Site indicator to see which Spaces were affected, for example "Assets failed to transfer for Lobby. Push that Space again." Check that the devices in those Spaces are connected, then push those Spaces again.

A File Will Not Open Because It Is from a Newer Version

Symptom

Opening or importing a file shows a message that it was created with a newer version of Cognio DesignOps.

Cause

The file was saved by a newer version than the one you are using. Newer files cannot be opened by earlier versions.

Solution

Update Cognio DesignOps to the version named in the message, or later. See File Versioning.

Extra Module Configurations after Upgrading from 1.0.1

Symptom

After opening a design from Cognio DesignOps 1.0 or 1.0.1, saved module configurations appear under crossovers or Scripted Modules they were not saved from.

Cause

Configurations from these modules cannot be matched to a single module when they are upgraded, so they are copied to every module of the same type rather than being lost.

Solution

Delete the copies you do not need. See Delete a Configuration and Module Configurations in the 1.0.1 to 1.1 upgrade notes.

Site Manager Stops Responding

Symptom

During a large operation, such as opening or pushing a big Site, Cognio DesignOps shows this message every 15 seconds:

Device communication in progress. Please wait...

If Site Manager still does not respond after about a minute, DesignOps shows:

Communication with DesignOps services has stopped responding.

Then the Cognio DesignOps Error dialog appears with the message "A key component of DesignOps is not working properly. Please restart the application." Its only button is Restart Now.

Cause

Site Manager is the part of Cognio DesignOps that runs your design and communicates with the devices. DesignOps waits about a minute for it to respond before deciding that it has stopped. While the "Please wait" message is showing, Site Manager may still be busy and can recover on its own.

Solution

1. Wait while the "Device communication in progress" message is showing. Do not close DesignOps.
2. If the Cognio DesignOps Error dialog appears, click Restart Now to restart Cognio DesignOps.
3. Open the Site again. If you were pushing, check the Sync status of each Space and push again if needed.

A Device Will Not Accept a New Design

Symptom

A problem with the Space currently running on a Smart Device prevents you from syncing a new design to it.

Solution

Remove the Space from the device, then sync again:

1. Open a Site that contains the Space in Cognio DesignOps.
2. In Site View, select the Space.
3. In the Space's properties, click Remove Space from Device. The Space stops running on the device, but your design is not changed.
4. Sync the Space again.

See Remove Space from Device.