PDI Troubleshooting Run Book

NOTES:

• A dialog box like the one shown below doesn't really give us any valuable information. Please make sure to click the Show Extended Error Information button to get the real error.

Steps

• 1) Is it at all sites?

• A) If yes, double check that PIIS or the VM host is not down, or the main office is having internet issues.

• B) If no, continue

• 2) Log into the site's PDI machine

• 3) Open up PDI Desktop

• 4) Check Bitwarden or ask the site for credentials and login

• A) Can't login? Then the site is having issues talking to the Back Office

• ~ Could be internet issues at the site or main office.

• ~ Could be that the public IP changed and is not allowed in the IPv4 rules at the main office.

• 5) Run Poll [Insert Gas POS here] under Manager on the left-hand side menu

• 6) Click Finish once it comes up.

7) Now here's where the most variance is going to come in because there can be a lot of different errors that pop up:

• An error like "One or more errors were detected while validating the import data at the home office" doesn't really tell us what went wrong.

• Click OK and look at the exceptions report that pops up afterwards to truly determine what the error is.

• 1) ~ Error: Duplicate record in the import file.

• A) This means that somewhere along the line the same day was polled twice, and the system can't determine which one should be used for the import

• B) We can resolve this error through clearing out the pending data and polling again.

• C) Shut down PDI desktop

• D) Browse to C:\ProgramData\PDI\Data\POSUpload\824\[long key]\[some number]\1

• ~ This path can vary but just remember to drill down in POSUpload

• E) Move all folders here into a Temp folder you create.

• F) Go back and try to Poll again.

2)~ Error: Duplicate Fueling Positions

• Yeah, there was a thread on PDI connections going over this same error, but they called and helped fix the error so I didn't get exact details.

• I've went through the following steps once and it helped recover a site that wasn't polling:

• A) Close down PDI Desktop

• B) Open File Explorer

• C) Navigate to C:\ProgramData\PDI\Data\POSUpload\824\{LONG_KEY}

• ~NOTE: You might have to enable hidden files/folders under the View tab on explorer.

• D) Navigate one folder deeper until you see folders like 01/02/03/04/etc

• E) Create a new folder here called Backup.

• F) Cut (not paste) all the numbered folders into the backup folder

• G) Open PDI Desktop

• H) Login as installer

• I) Try to poll again

• You may drop a day if the files were corrupted on the Commander server (aka this doesn't rebuild the day's file; you can only do that from Commander) but at least it will pull in days where there were no issues that were stuck behind that corrupt day.

Error: Multiple connections to a server or shared resource by the same user, using more than one username, are not allowed. Disconnect all previous connections to the server or shared resource and try again.

• A) On installs for Passport or Nucleus, this can happen from time to time because the machine doesn't handle letting go of resources very well.

• B) Quick fix is just to reboot the machine and then try to Poll again.

• ~You can also run net use * /del to clear the connections, but I usually have better luck with rebooting.

Steps

• 1) Is it at all sites?

• ~ If yes, double check that PIIS or the VM host is not down, or the main office is having internet issues.

• ~ If no, continue

• 2) Log into the site's PDI machine

• 3) Open up PDI machine

• 4) Check Bitwarden or ask the site for credentials and login

• ~ Can't login? Then the site is having issues talking to the Back Office

• ~~ Could be internet issues at the site or main office

• ~~ Could be that the public IP changed and is not allowed in the IPv4 rules at the main office.

• 5) Click the Pricebook section on the lefthand side

• 6) Click Download PB

• 7) Click Finish

8) Now here's where the most variance is going to come in because there can be a lot of different errors that pops up:

• A) POSCom.exe encountered an error and could not complete. Check the POScom log file in order to determine the cause.

• a) Go to C:\ProgramData\PDI\POSCom\Logs

• b) Open the most recent xml file with a name like PB_Download_[DATE]_[TIME].xml

• c) Look in the Exception type for a more detailed error:

• ~ ValidateUserFailedException

• 1A) This means that we couldn't validate the user. This is because the credentials that POSCOM is using are incorrect.

• We've also seen this error as a result of POSCOM certificates expiring and, in that case, a POSCOM update was required (03/28/2022

• ~ Check email and make sure there are no advisories from PDI

• 2A) If you don't know the pdipos user password

• 1a) Open a browser

• 2a) Go To https://sitecontroller/ConfigClient.html

• 3a) Login using the cobbit credentials in the Web Vault under PDI - Commander - CXX

• ~If you're having issues logging in, speak with the store manager to see if their credentials work.

• 4a) In the top left, got to Security -> Manage Users

• 5a) Click Generate OTP

• 6a) Call the site and have a manager read the OTP off of the display on the actual Commander server

• 7a) Enter the code they have given you

• 8a) Select the pdipos user account in the list of users

9a) Type the new password and confirm it

• ~You can use the credential in the Web Vault under the PDI Installation sticky note, but if the account was already setup, you won't be able to use that password

• ~You can set the password to whatever you want, but make sure it ends with the number 1 and that you record it under the site's web vault PDI entry.

• 10a) Click Save in the top right

• 11a) Continue below with When you know the pdipos user password.

3A) When you know the pdipos user password.

• 1a) Open POSCOM

• 2a) Go to configuration

• 3a) On the left side under devices, click on the Details button on the row that says Commander.

• 4a) Make sure that the User ID is set to pdipos

• 5a) Click Set Password and type the pdipos password.

• 6a) Click Test Connection to make sure you can communicate with the Commander.

• 4A) If your password tested well, you should be able to run the Download PB again and this time it will work!