Intouch stops functioning..Help!!

[ControlLogix]

Hi all,

I am running Dell GX270 boxes with W2K. From time to time Intouch would appear to stop working but as far as the operator is concerned all is well. Here is the error that I see in the WWLogger....

2006/08/16 09:01:23.607/+0128:012C/WWHEAP /(0001) HeapShareAlloc: Timeout waiting for map event 2006/08/16 09:01:23.607/-06A4:0740/WWHEAP /(0005) HShareInternal: Could not map @40690000. Error 487 2006/08/16 09:01:23.607/-06A4:0740/WWHEAP /(0005) HShareInternal: Attempt to access invalid address.

2006/08/16 09:01:23.607/-06A4:0740/WWHEAP /(0005) pid = 5, T = 1856, Registered = -1 2006/08/16 09:01:29.607/+0128:012C/WWHEAP /(0001) HeapShareAlloc: Timeout waiting for map event 2006/08/16 09:01:35.810/-0620:06B8/PTACC /RDB Command 03 not processed ... old version of WindowViewer? 2006/08/16 09:01:43.279/-0620:06B8/PTACC /RDB Command 03 not processed ... old version of WindowViewer? 2006/08/16 09:01:47.279/-0620:06B8/PTACC /RDB Command 03 not processed ... old version of WindowViewer? 2006/08/16 09:01:49.279/-0620:0740/PTACC /RDB Command 03 not processed ... old version of WindowViewer?

Anybody any ideas as to what the root cause might be?

Many thanks, Colm

 

[jshiepe]

Colm,

What version of W2K are you running and what service pack level are you at? Also, what version of InTouch and patch/SP level? You may have an incompatible and unsupported combination. If you have Comprehensive Support, you can go to Wonderware's site and check the compatibility matrix. If not, post the information requested, and I or someone else may be able to help.

Jeff

 

[dash]

I seem to remember a similar problem with WW 7.11 SP3 and there was a tech note on how to change the memory location of the WWHEAP (the tech note suggested some typical locations that worked and the first one I tried fixed it). Also I seem to remember that I was having this issue because of using around 14 historical trends.

Darren

 

[dash]

Here is the tech note.

The SmartHeap Registry Setting

The Registry Setting to change the default starting-memory address for the SmartHeap was not included in the Alarm Deployment Guide. What SmartHeap is and what it does is discussed in the Alarm Deployment Guide.

This registry entry should not be changed unless problems occur in the Distributed Alarm sub-system that appears to be caused by the loading of device drivers by the Operating System.

HKEY_LOCAL_MACHINE\Software\Wonderware\AlarmMgr\SmartHeapStartAddress

• This registry entry has a default value of 0x60000000.

Note: Changing this registry setting may cause InTouch to not function properly. It may also prevent other software programs, including the Operating System, to not function correctly. Changing any registry setting should be done only after all other troubleshooting and remedial methods have been exhausted.

Following is additional information that is needed to set up the registry entry in SmartHeap that is referred to in Tech Alert 26, "InTouch 7.11 - Miscellaneous Issues":

The key "AlarmMgr" does not exist, and must be created. Do this by highlighting the Wonderware "folder" or key, and selecting Edit/New/Key. Be sure to spell it as, "AlarmMgr".

In the AlarmMgr key, select Edit/New/DWORD Value. Use the name, "SmartHeapStartAddress".

Highlight the name, and select Edit/Modify.

Set the radio button to 'Hexadecimal', and enter 60000000 in the field.

This procedure gives SmartHeap the same starting point it would have had if the registry entry were not there.

60000000 is the default value.

Notes:

Editing the registry by inexperienced personnel can be dangerous. Creating incorrect entries or making errors while editing the registry can result in breaking the Operating System and loss of data.

Settings other then the default that have been reported as good are: 62000000, 65000000, and 70000000. You may need to try a couple different settings before you get the right one for your system.

The link for the tech note 26 is http://www.wonderware.com/support/mmi/comprehensive/kbcd/html/t001004.htm

 

[ControlLogix]

Wow,

Thanks a million for the response guys. A lot of info here to work on next monday morning.

Just to let you know that the PC's are running W2K SP4 and the Intouch version is 7.0.200.1006.

Rgds,

Colm

 

[jshiepe]

Colm,

The compatibility matrix shows that the lowest version of InTouch supported on W2K SP4 is InTouch 7.11 P06. You might want to consider upgrading to a later version.

Jeff

 

[ControlLogix]

Hi all,

Thanks for all the help with my particular Intouch issue. I presented all the research I had done on this and asked that at the very minimum that my IT dept. sort out the PC for me. No luck yet! They won't even build one PC for me to test the theory...it takes a full day to build a PC and that is too much time!

Thanks all,

Colm