Troubleshooting Scenarios
Troubleshooting Scenarios
The following topics can help you troubleshoot issues that you may have with the Thickness Monitoring module:
- Datalogger device is not connected to the system
- Meridium Device Service not found
- Device Service is Installed but USB is not accessible due to permissions
- Ultra-MATE software version compatibility Issue with DMS Go+ device
- Incorrect readings are received
- Meridium Device Service is not running under an authorized service account
- OnDMS Go/DMS Go+ device readings with A-Scan saved do not properly load in the Datalogger interface
Datalogger device is not connected to the system
Description
In the datalogger settings window, the File Directory drop-down list box is empty. Instead, the following error message appears below the File Directory drop-down list box: Invalid Input: File Directory is required. If your file directory list is empty. Check if your service port is valid. When you attempt to send TMLs, the following error message appears: The device drive could not be found. Please ensure the SD card is inserted in the device.
Cause
This issue may occur if the Meridium Device Service is not running under an authorized service account.
Solution
- Access the Devices and drives in windows.
- Verify if the USB Drive is available.
- If the USB Drive is not available, make sure that the datalogger device is properly connected to the system.
Meridium Device Service not found
Description
When you attempt to send data to a datalogger, following error is displayed on the TM Dataloggers page:
Meridium Device Service Not Found
Cause
This issue may occur due to any of the following reasons:
- Meridium Device Service is not installed in the system.
- APM uses a secured URL (https).
Solution
Device Service is Installed but USB is not accessible due to permissions
Description
When you attempt to send TML data, the following error message appears:
Error: <Directory>.dmsdr was not successfully sent to the GE DMS Go/Go+ device. Please check and make sure that all of the settings for the current device are correct. This might be due to the device having to change the file name because of limitations inherent in the device.
Additionally, the following error message appears in the log file:
Sending message of type ACTION_FAILED to client.
Cause
This issue may occur if you do not have USB access in your system.
- Navigate to the USB drive folder.
- Access the Meridium folder.
- Create a text file.
If you see an Access Denied message, you do not have USB access in your system.
Solution
Ultra-MATE software version compatibility Issue with DMS Go+ device
Description
When you attempt to send TML data using a DMS Go+ device, the data processing starts, but never gets completed. The loading spinner continues to spin. You can also access the log file from the log folder in the service path folder to check the following error message:
Exception occurred while processing the resuestLength cannot be less than zero. Parameter name: length
Cause
The data format in DMS Go+ is changed in version 3.29. UltraMATE version older than 2.60.35 are not able to read data created with DMS Go+ version 3.29 due to the changed data format. UltraMATE version 2.60.28 or lower are able to read data created with DMS Go+ version 3.28 or lower.
Solution
We recommend customers with an existing valid license of UltraMATE software to download the UltraMATE version 2.60.35. Contact Waygate Technology technical support for obtaining the newer version of Ultramate Lite.
Access https://www.bakerhughes.com/waygate-technologies/waygate-technologies-remote-service-contact for more support.
Incorrect readings are received
Description
If you are a non-English customer, you may receive incorrect readings from the device.
Cause
When you receive thickness measurement data from a TM Datalogger in a system where the Windows Region format is set to any region other than English (United States), you may receive incorrect measurement values. For example, if you are using APM in a system where the windows culture is set to Finnish (fi-FL) culture, a value of 0.75 inches may be received as 75234724750 inches.
Solution
- Follow the instructions in KBA 000055684.
or
- Uninstall the previous version and Install the Meridium Device Service on all of the machines that connect to devices with Thickness Monitoring.
Meridium Device Service is not running under an authorized service account
Description
When you attempt to send TML data, the following error message appears:
Error: <Directory>.dmsdr was not successfully sent to the GE DMS Go/Go+ device. Please check and make sure that all of the settings for the current device are correct. This might be due to the device having to change the file name because of limitations inherent in the device.
Cause
Depending on the IT security policy of your company, Meridium Device Service may use an unauthorized system service account.
Solution
- Run services.msc to open the Services Manager.
- From the list of services, right-click on Meridium Devices Service, and then select Properties.
- Access the Log On tab.
- Select This account.
- Enter your administration credentials, and then select OK.
OnDMS Go/DMS Go+ device readings with A-Scan saved do not properly load in the Datalogger interface
Description
When you attempt to receive the TML data using a DMS Go/DMS Go+ device, the data processing starts, but it never gets completed.
You can also access the log file from the log folder in the service path folder to check the following error message:
Exception occured while processing the request Year, Month, and Day parameters describe an un-representable DateTime.
Cause
Using the Thickness Monitoring module, when you collected data with the DMS Go+ device and held the Send button for more than two seconds, the device also stored an A-Scan reading. The Thickness Monitoring Datalogger interface was unable to process this file or display the readings.
Solution
Follow the instructions in KBA 000034204.