Troubleshooting
Use this page as the first troubleshooting path for the current Projetex release.
Start with the symptom
Section titled “Start with the symptom”- Projetex does not start or stops unexpectedly: collect the current workstation diagnostics described in Diagnostics and logs.
- A restore or upgrade fails: use the supported Backup and restore and Upgrade notes first. Do not reuse old 5D database or file-storage instructions.
- File storage does not connect: verify the current configuration with Check file storage and review File Storage and Cloud Storage. For FTP socket error 10054, use FTP connection reset — socket error 10054. For FTP socket error 10054, use FTP connection reset — socket error 10054.
- Another user cannot edit a record: another workstation may currently hold the record. Projetex bounds lock waits and reports busy records instead of waiting indefinitely.
- A support link or Help action is needed: use the Help area in Projetex. Current support links use HTTPS.
Before you change configuration
Section titled “Before you change configuration”Keep the current database, application and file-storage state intact until you have diagnostics. Avoid manual SQL edits, registry changes, or copied legacy configuration unless AIT Support gives a current procedure for your exact release.
What to send to support
Section titled “What to send to support”Include:
- the exact action that failed;
- the full error message;
- the approximate time of the failure;
- the Projetex version/build shown in the application;
- the relevant log files from the current log location.
Do not send licence keys, customer/client names, project names, document names, or other customer data unless support explicitly requires a specific item.