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One may come across a common issue when running Centro 7. The following text provides information about possible causes and solutions.

ArangoRestore Fails when Trying to Restore an ActifyDB Database

We have seen this on rare occasion when upgrading from 7.4.0 to 7.5.0.

Try using the --force <boolean> option for arangorestore.


arangorestore --force true --server.database ActifyDB --input-directory "dump"
ACT3D Files Fail to Publish
The Centro Login Page is Not Reachable

Some common mistakes can be:

  • Port 80 is blocked
  • The server name is not being resolved by DNS.
    Try accessing the site locally (with http://localhost) or via its IP address. 
  • The database is off line or not reachable 
Issues Watching Network Shared Folders

Make sure the following three items are met.

  1. Use the Polling Directory Watcher trigger rather than the Directory Watcher trigger. 

    The polling directory watcher uses a timed interval to ensure it captures file system events from networks properly.

    Note: The Quick Publisher defaults to using the Directory Watcher trigger. Switch this out if appropriate.
  2. Use the Universal Naming Convention (UNC) path rather than a mapped drive.
  3. Appropriate Centro | Pipeline Host Credentials

    The login credentials for the Centro | Pipeline Host service must have appropriate rights to the network share folder and files as well as appropriate rights on server the service is running on. The default is the "Local System Account".

    To change the Centro Pipeline Host credentials:
    1. Open Windows Services
    2. Stop the Centro | Pipeline Host service.
    3. Right mouse click on the Centro | Pipeline Host service.
    4. Select Properties.
    5. Go to the Log On tab.
    6. Set the account and password credentials.
    7. Click OK.
  4.  Appropriate CentroPool Credentials

The login credentials for the IIS Application Pool, CentroPool, must have appropriate rights to the network share folder and files as well as appropriate rights on server the service is running on. The default is ApplicationPoolIdentity.

To change the CentroPool credentials:

    1. Open IIS Manager
    2. Select Application Pools
    3. Select CentroPool
    4. Select Advanced settings on the right
    5. Select the ... next to ApplicationPoolIdentity
    6. Select "Custom Account" then Set
    7. Key in the Credentials that allow network access to the "Watched Folder" the Pipeline will use.
    8. Select OK
    9. Now, back in the Application Pool list,  select CentroPool and "Recycle" for the changes to take affect.
Centro | Pipeline Manager fails to start

Make sure the Centro database is accessible.

On a Linux system make sure the following command is run so the ArangoDB service listens inbound endpoints.

cat /etc/arangodb/arangod.conf | sed 's/endpoint = tcp:\/\/ = tcp:\/\/' > /etc/arangodb/ ; cp /etc/arangodb/ /etc/arangodb/arangod.conf 
service arangodb restart
The ArangoDb is not reachable

Make sure the firewall allows traffic through the ArangoDb port

See Adjusting Linux Firewall Settings

The Pipeline Manager does not update automatically
I Deleted Locations, How Do I Get Them Back?

In a distributed deployment scenario, one can delete locations from the Admin > Locations page. If by accident one or many are removed, here are steps to recreate the Location(s).

  1. For location in question, go to the respective web server.
  2. Copy the information from the C:\inetpub\wwwroot\Centro\Configuration\location.config file. Each values is specific to your configuraion. The important information to note are:
    1. LocationName
    2. LocationKey
    3. LocationUri
  3. Login to the ArangoDB interface. Typically, this will be the http://<server name or IP address>:8529
  5. Open the Locations collections.
  6. Click the '+' to create a new Location.
  7. Enter the key value taken from the LocationKey value from the location.config file.
  8. Left-mouse click on the empty object icon and select Append!
  9. Enter "Name" as the object name (be careful as this is case-sensitive).
  10. Enter the name value taken from the LocationName value from the location.config file.
  11. Select Append! again.
  12. Enter "Uri" as the object name (be careful as this is case-sensitive).
  13. Enter the uri value taken from the LocationUri value from the location.config file.
  14. Click Save.
  15. Repeat for any additional Locations that were deleted.

See Distributed Deployment.

3D Search does not work

If the 3D Duplicate/Similar search does not work either from the Catalog Part View Page, or from the Home Search Page, check the following;

  • Permissions on the following should have the User running the CentroPipelineHost Process added
    • C:\ProgramData\Actify\Centro7 folder
    • "ShapeStore" File in this folder
  • If the above do not have this User permissions, add it with Read & Execute, and RW access
  • Now restart both Centro Services
    • CentroPipelineHost
    • CentorPipelineManager
  • The application pool used (typically the Centro Pool) must have permissions to the 3D Search folder/file.
    • If the proper permissions are not given users may get the following error:
      error: "ShapeIndexInitialisationError"
      error_code: 5003
      error_description: "Unable to access 3D Search Index. 
      See log for more details."
    • The following steps describes how to set the application pool permissions.
      1. Open Windows Explorer

      2. Select a file or directory.

      3. Right click the file and select "Properties"

      4. Select the "Security" tab

      5. Click the "Edit" and then "Add" button

      6. Click the "Locations" button and make sure you select the local machine. (Not the Windows domain if the server belongs to one.)

      7. Enter "IIS AppPool\DefaultAppPool" in the "Enter the object names to select:" text box. (Don't forget to change "DefaultAppPool" here to whatever you named your application pool.)

      8. Click the "Check Names" button and click "OK".

WebApp fails to connect and services fail to start after DB Update and/or Password change

If the ArangoDB User and/or password changes, or was entered incorrectly during installation, the WebApp will not connect to Catalog and the services will not start.

Here are the steps to Reset the DB User/Password in the "connectionSettings.config" files to resolve the issue.

1.       Locate files

  • Go to the following folders
  • C:\inetpub\wwwroot\Centro\Configuration
  • C:\Program Files\Actify\Centro\PipelineHostService\Configuration
  • C:\Program Files\Actify\Centro\PipelineManagerService\Configuration
  • In the above folders there are the following pertinent files
    • Editable (Not encrypted)
    • Contains the DB User and Password
    • connectionSettingsTemplate.config

      • connectionSettings.config
      • Encrypted file
      • Generated from the above connectionSettingsTemplate.config file

    2.       To reset the Password and/or User

    • Stop IIS and both Centro services
      • connectionSettings.config
      • Change the User and/or Password accordingly
    • Rename each of the above “connectionSettings.config” files for backup purposes
    • Copy the connectionSettingsTemplate.config file, in each folder, and rename to;
    • Edit the connectionSettings.config files you just copied

      • Save the file

      3.       Confirm the changes took place

      • Start the IIS Manager
        • This encrypts the C:\inetpub\wwwroot\Centro\Configuration\connectionSettings.config file
      • Navigate to the Catalog site in a Browser
    • Start both Services
      • This encrypts the connectionSettings.config files for the services
    • Check that the connectionSettings.config files were encrypted
    • Can you access Catalog?
    • Do both Services start?

    • Services fail to automatically start when rebooting 2012R2 system
      The Centro Web application goes off line periodically

      Actify has seen this issue in production environments when Centro is asked to process file formats that are not yet supported (for example the latest version of NX).

      What's occurring is the Application pool , CentroPool, is being automatically disabled due to a series of failures in the process(es) serving that application pool. Uploading such files in quick succession triggers the Rapid-Fail protection.

      To alleviat this the Rapid-Fail protection can be disabled for the CentroPool.

      To do this,

      1. Open iiS Manager.
      2. Select CentroPool in the list of Application Pools.

      3. Click Advanced Settings...
      4. Scroll down to the Rapid-Fail Protection section.
      5. Change the Enabled setting to False.

      6. Click OK.

      Reporting an issue to Actify Support

      To report a failure to Actify Support:

      1. Gather your information:
        1. Have a clear, concise description of the issue.
        2. Document the steps to recreate the issue or steps taken leading up to the issue.
        3. Include the Centro 7 version number
        4. Include any debugging files such as:
          1. serverTrace.svclog
          2. managerServiceTrace.svclog
          3. Event viewer errors
        5. Include screenshots or video with the issue report.
        6. When appropriate/possible, include relevant sample files (native CAD files, .PNG, .ACT3D).
      2. Log on to the site.
      3. Click Create Support Ticket.
      4. Fill out the form, including the items listed in Step 1.
      5. Click Send Email.

      Version information

      To obtain the Centro version information,  see About Centro.


      The serverTrace.svclog file is a trace file created by the Pipeline host service. This can be found at:

      • C:\Program Files\Actify\Centro\PipelineHostService\serverTrace.svclog


      The managerServiceTrace.svclog file is a trace file created by the Pipeline manager service. This can be found at:

      • C:\Program Files\Actify\Centro\PipelineManagerService\managerServiceTrace.svclog

      Event Viewer

      Sometimes system event errors  are recorded and can be found in the Windows Event Viewer. At times, these errors can also provide valuable clues to diagnosing issues.

      To locate these errors:

      1. Go to Control Panel > System and Security > Administrative Tools.
      2. Right mouse click on Application and select Save All Events As...
      3. Attach the file

      Related Topics


      Adjusting Linux Firewall Settings

      About Centro

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