Solving Problems with Autodesk® Vault Using
Standard Troubleshooting Techniques.
Richard Rankin – Autodesk
(Assistant/Co-presenter optional) [Arial 10]
DM6321
Starting with a general architectural overview of the Autodesk Vault client\server model, this class
outlines the skills and resources needed to support Vault from a software vendor's perspective. Standard
troubleshooting techniques will also be covered with a strong bias towards Autodesk Vault using real-life examples.
We will conclude with best practices on planning and avoiding the worst-case scenarios that Autodesk software
support staff find themselves facing.
Learning Objectives
At the end of this class, you will be able to:

Know the core skills that you need to Support Vault

Understand basic Vault Architecture

Understand some of the core Structured Troubleshooting Techniques

Understand the worst that can happen and plan for it
About the Speaker
Richard Rankin studied Mechanical Engineering before concentrating on the computerized
systems that Engineers use. After gaining Microsoft certification, he began working for
Autodesk Support in 2000 specialising in the then new product called Inventor. This was
followed by a short stint working for an Autodesk Value Added Reseller before returning to
Autodesk to support Vault in 2006. Since then he has been lucky enough to have fulfilled a
number of roles, Data Management Support Specialist, DM Support Team Lead in EMEA and
now the Worldwide DM Support Tech Lead. Richard is a regular contributor to the “Cracking
the Vault” DM Support Blog
Know the core skills that you need to Support Vault
Skills Required:
An understanding of:Server\Client software architecture
Customers Processes
Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Vault Software
CAD Software
Networks, hardware and architecture
Hardware requirements:Ability to restore large datasets (disks needs to be in the TB order of magnitude).
Higher amount of Physical RAM (12GB+)
Run different environments (Stick only with “Supported”)
Operating Systems
Qualifying CAD Products
SQL version, level, & edition,
Language
In ADSK Support we use the following extensively
VMWare (and various snapshots of different states)
MSDN membership
Webex (Remote support software e.g. GoToAssist)
Understand Basic Vault Architecture

ADMS Server consists of the Web server, Database server and the Vault file store.

Vault clients consist of the Vault Client (Thick client), and various Vault add-ins for
applications (Inventor, AutoCAD, Microsoft Office, etc).
ADMS Logs:-
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Pre Vista™ C:\Documents And Settings\All Users\Application
Data\Autodesk\VaultServer\Filestore
Microsoft Vista™ - C:\ProgramData\Autodesk\VaultServer\Filestore
Vlog-YYYYMMDD.txt
Client and Server side logs
ADMSConsoleLog-YYYYMMDD.txt
Server –side Only.
MS SQL Log Files:C:\Program Files\Microsoft SQL Server\MSSQL$AUTODESKVAULT\LOG
IIS Log files:%systemroot%\system32\Logfiles
C:\inetpub
Job Processor Log Files
C:\Program Files\Autodesk\Vault Professional 2012\Explorer
Other Information Sources
Search Engine (Google\Bing)
“Cracking the Vault” Support Blog
Autodesk KB
Autodesk Forums
Advanced Configuration Guide
Readme_Vault (via “Cracking the Vault”)
Vault White Papers site
Implementation Guide (via “Cracking the Vault”)
Vault Wiki
Understand some of the core Structured Troubleshooting Techniques
Challenges specific to Vault
Backup sizes involved
Business critical
Multiple users will be affected
Time sensitive
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
One small problem gets multiplied by # of files in filestore
Variety of supported configurations
No two situations are the same
Very first thing to check….. Is it supported?
Check Vault Readme\Requirements for that release and for known issues
The principles of troubleshooting Vault, are exactly the same as any other software.
Step 1 Define the problem
Step 2 Reproduce
Step 3 Drill Down\Analyse
Step 4 Identify Cause
Step 5 Solve\Workaround
“He who asks a question is a fool for five minutes, he who does not ask a question is a
fool forever”. -Chinese proverb
There are lots of questions you can ask, but it might help to have some structured
technique behind it.
From Our POV. If we’re not told what has been tried, we will assume it has not been
tried. Example, if you don’t tell us that Update 1 was applied, we will ask.
General Questions to ask yourself and help define the problem:
How can you most efficiently define the problem using the smallest
number of words? (imagine each word you use costs you $5)
What information do you need to solve the problem?
What information do you have?
What are the benefits of solving the problem?
(is it worth solving?
Aside from the technical aspects, what are the business
implications?
What is not known? (Is there a bigger problem you are not being told
about?)
What do you not yet understand? (what do you need to know to)
What is NOT the problem? (document what has already tried)
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Can you provide precise instructions on how to reproduce this? (if needed
the files\backup as well?)
Would drawing a diagram of the problem help explain it to someone
else?
Would taking a screenshot help explain it to someone else?
Would recording a movie with Jing help explain it to someone else?
What cannot be changed? (OS, SQL, Vault, time constraints, deadlines).
Supportability Questions.
Have you checked Autodesk.com for any relevant Vault\CAD Client
Hotfixes that address this issue?
Vault
Inventor
AutoCAD Mechanical
AutoCAD
For others See Product Support
Have you searched for the error message? (google\bing etc)
Is the problem reproducible after restarting the machine? (Client and
Server)
Have they run a maintenance plan? See Advanced Configuration Guide
(ask for the log)
Did it suddenly start? Or has it always been like this?
When did it start? What changed? Suspect; Windows Update,
Configuration changes (client\server), Group Policy, Network
Configuration (driver settings)
Is it a supported Environment? (See Vault System Requirements)
Check Operating System version and language
Check SQL version and language.
Check Vault Server version and language (See TS1093327)
Check CAD Client version and language(See TS1093327)
Have they uninstalled\reinstalled all components?
Vault 2010 Client (See TS1104567)
Vault 2010 Server (See TS1104187)
Vault 2011 Server (See TS15038912)
Vault 2012 Client (See TS16662442)
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Vault 2012 Server (See TS16662284)
Is the client and server all up to date with maintenance patches?
Have they installed all the latest Updates on the server, CAD
Applications and Vault Client?
Can you reproduce it, if you restore the backup to a different server?
(minus the backup)
Troubleshooting Questions
Is it a Server Or Client issue?
Does it affect one, multiple or all clients?
Can you reproduce it, if you create a new Vault on the same server?
Is it reproducible in the latest release?
Does it happen if you are NOT logged into Vault?
Can you reproduce when you log in as another Windows user?
Are you logged in as a member of the Local Admin, Power users or Normal
Users?
Can you reproduce when you log into Vault as another Vault user? (using
Windows Authentication)
Can you reproduce when you log into Vault as another Vault user? (NOT
using Windows Authentication)
Did you try deleting the local Vault user Profile?
Did you try logging into Vault as a user with a different level of
permissions?
Did it install from the media or network deployment? (suspect a corrupt
deployment)
Can the problem be reproduced when Anti-Virus and the Firewall is
disabled?
(On the Client)
(On the Server)
(On both Client and Server)
Can you provide all the log files? (vlogs, ADMSConsole logs, JobProcessor
logs, Event Viewer Logs)
See the Vault Support Checklist on “Cracking The Vault”
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Troubleshooting Techniques #1
If it helps, draw a diagram (Visio, Mindmanager, Paint)
 This can help you understand the problem and help others if you have
to collaborate.
 You can plan the solution and work on one chunk at a time without
getting totally lost.
Troubleshooting Techniques #2
Half Split:- Think of the problem as a square representing a thousand possible
causes. What one question could you ask that would narrow that down to 500?
Then repeat….
Troubleshooting Techniques #3
 Fishbone Diagrams
Troubleshooting Techniques #4
 Mind Maps example
Troubleshooting Techniques #5
Dealing with Intermittent Problems.
Some techniques to use include:
Apply current patches or update to a new release.
Consider any events with the same frequency
Be prepared to gather more information
Take everything off and put it back on again (TS16662284 or
TS16662442)
Troubleshooting Techniques #6
Identifying when you are stuck…
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
 You have been working on it for a while and are not making progress
or are procrastinating
 You are going in circles, doing the same thing over and over again
 You miss a date you set with the customer
 You don’t know what to do next or don’t understand something.
Actions to take
 Review the evidence
 Write things down
 Use diagramming
 Recheck basics (question\verify any assumptions)
 Use lateral thinking
 Use collaboration/escalation
Understand the worst that can happen and plan for it
Drawing Office Downtime
Any activity that involves making Engineering Data unavailable should be
planned and documented.
 Examples
 Autoloading Data
 Migrating to new release.
 Asses the risks involved. (What are the knowns and unknown?)
 Have a failover\contingency plan.
 Run a simulation in as near the “Live” environment as possible.
If you encounter a problem during Migration\Upgrading, generally there are three
possible outcomes.
(Ordered by time to implement)
You fix it quickly. (Search KB, Google etc, Service Pack)
Roll back to the previous state.
A codefix is required. (realistically; this could take a while depending on the
complexity)
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Role of Support. “Get you back to a “healthy\productive state” in the shortest time
possible, minimising data\production loss.“
A dummy run should be part of the process by default
Example Dummy Upgrade ADMS 2011 to 2012.
Stage 1 (Single Site)
Install a new “TEST” server with the current Vault Server 2011. (plus Updates)
Make sure you use the same version of SQL. (inc language and regional settings, OS
not so important) (32\64 bitness is)
Restore the latest 2011 ADMS Backup to “TEST”.
Examine ADMSConsole\vlogs log for errors.
Test 2011 Clients can connect.
Upgrade to SQL 2008 SP2 (R2) (Express, Standard, or Enterprise edition)
Install Vault Server 2012 over 2011.
Research any errors (Document Errors & Solutions)
Check “Documented Workflows” in new release for “Showstoppers”.
Document solutions\new workflows.
If no solutions are found online, contact support, before proceeding to Stage 2.
Involve Stakeholders in go\no go decision. (Fair Process)
Example Dummy Upgrade ADMS 2010 to 2011.
Stage 2 (Single Site)
In ADMS 2012 Console, delete Vaults and detach Vault Master
Uninstall Vault Server 2012
Uninstall SQL 2008
Reinstall SQL <previousversion>
Repeat Stage 1, Step 1-4
You now have a 2011 Backup server that can be switched to in case of emergency.
Upgrade the Live server.
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Solving Problems with Autodesk® Vault Using Standard Troubleshooting Techniques.
Downtime Planning (Summary)
Minimise the risks
Plan the downtime. (Know what you are facing, how long it will take)
Document the Plan. (draw a diagram if it helps)
Pilot your Plan on a dummy server.



Document any problems encountered during the test upgrade. (take screenshot of
errors, what you did to overcome them).
Understand how the old workflows work in the new release.
If you encounter anything you cannot resolve yourself, log it with Autodesk Support.
BEFORE taking production data offline.
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