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      AVAIL Stream: Troubleshooting Guide

      Understand common symptoms and solutions for resolving an issue with Stream

      Jump to a Solution(s)

      1. Stream Definition Trouble
      2. Stream is Not Running (Red Arrow)
      3. Stream is Inconsistent

      Troubleshooting Stream

      The most common reason content is not publishing as expected is the configuration of the Stream Definition itself. Start by reviewing the monitored folders and filters of your Stream Definitions for any accidental errors (i.e. selected the wrong folder to monitor or configured a definition incorrectly).

      Read more about how to troubleshoot Stream filters in this article: Why are my Stream filters not filtering out content?

      If Stream stops publishing content to your designated AVAIL Channels, use the following checklist to identify the problem.

      Check the following on the file server that is running the AVAIL Stream Service

      • The AVAIL Stream Service status is Running in the Services control panel
      • The AVAIL Stream Sync Service status is Running in the Services control panel
      • Navigate to “C:\ProgramData\Avail\Outbound” and ensure there are no files queued up in this directory.
      • If files are present, wait 15 seconds and then refresh the directory. If no files have been removed from the directory, there could be an issue with the AVAIL Stream Sync Service. Restarting the service may resolve the issue.

        Additionally, the service logs may list errors. The following logs can be found in C:\ProgramData\AVAIL\Stream

        • client_hash_log.txt
        • client_log.txt
        • client_pipeline_log.txt
        • application_log.txt

        If additional help is required, please contact support@getavail.com.

        Stream Symptoms & Solutions

         

        Issue: Incorrectly configured Stream Definition

        The most common reason content is not publishing as expected is the configuration of the
        Stream Definition itself.

        Symptoms: 

        Content is not getting published by Stream, but there are no obvious errors in the Stream logs.

        Solution: 

        1. Verify the correct Channel is being Targeted
        2. Verify the correct folder(s) have been selected to be monitored
        3. Verify the content isn't accidentally being filtered by an Inclusion or Exclusion filter
          1. Common causes are:
            1. Incorrectly defined type, scope, specification, or condition parameter
            2. Incorrect usage of OR/AND

            3. Global Filter exclusions

        For more information on content filtering, visit our Content Filtering Reference Guide.

         

        Issue: AVAIL Stream is not running 

        The AVAIL Stream service is not publishing content because Stream is not running. There are several possible causes for this listed below.

        Symptoms:

        Stream Server shows a red down arrow in the AVAIL Desktop, under the Stream tab.

        Cause A: The server where Stream is installed is down.

        Solution: Ensure the server is running.

        Cause B:

        AVAIL Stream Service is not running.
        AVAIL Stream Sync Service is not running.

        Solution:

        1. On the server where Stream is installed
        2. Open Services and verify the AVAIL Stream Service and AVAIL Stream Sync Service are both running.
        3. If not, try starting the service again. You should see the arrow turn green on the AVAIL Desktop.

        If this does not resolve the issue, the following is recommended:

          1. On the Stream server.
          2. Open Services and stop the AVAIL Stream Service and AVAIL Stream Sync Service
          3. Navigate to C:\ProgramData\AVAIL\Stream.
          4. Delete the avail.db file.
          5. Start the AVAIL Stream Sync Service.
          6. Open the AVAIL Stream App on the server's desktop, and log in with the AVAIL account being used to run Stream (must be a Publisher).
          7. Start the AVAIL Stream Service.
          8. Verify if things are working again.

        Cause C:

        Background Intelligent Transfer Service (BITS) is not running, or the job is stuck. Verify by reading the log at %programdata%\Avail\Stream\client_log.txt and looking for this line: "Bits job AVAIL Index Transmit is in State {currentState}".

        Solution:

        • Verify that BITS is running in the Services window
        • Stop the AVAIL Stream and AVAIL Stream Sync services
        • Open a command line as Administrator and enter the following command:
          • bitsadmin /list /allusers
        • If there is a job running with the title AVAIL Index Transmit, note the ID of the job and run the following command:
          • bitsadmin /cancel {id}
        • Restart the AVAIL Stream and Sync services.

        Cause D: Token expired. Failed to refresh login token.

        Solution:

        1. On the Stream server, open Services and stop the AVAIL Stream Service and AVAIL Stream Sync Service.
        2. Navigate to C:\ProgramData\AVAIL\Stream.
        3. Delete the avail.db file.
        4. Start the AVAIL Stream Sync Service.
        5. Open the AVAIL Stream App on the server's desktop, and log in with the AVAIL account being used to run Stream (must be a Publisher).
        6. Start the AVAIL Stream Service.
        7. Verify if things are working again.

        Cause F:

        The Windows account running the AVAIL Stream Service changed its password.

        Solution: On the Stream server...

        1. Open Services and stop the AVAIL Stream Service.
        2. Right-click AVAIL Stream Service.
        3. Select Properties > Log on.
        4. Update the Password and Confirm password fields.
        5. Select Apply and then OK.

         

         

        Issue: Stream seems to be inconsistent, some content wasn’t added/updated/removed

        Symptoms: 

        Stream is running, but some changes to the file system don’t seem to be getting picked up by Stream

        Cause A:

        Stream wasn’t running when the change was made.

        Solution: 

        If Stream was down when a file was added, renamed, relocated, or removed, the change was not detected and will not be processed.

        Either make the change again when Stream is running again or trigger a rescan of the Stream Definition.

        Cause B: A change was made to the root of the monitored path.

        Solution:

        If the root of the monitored path is changed, Stream will no longer be able to monitor the specified path. 

        The root path is the path specified in Step 2 of creating/editing a Stream Definition. Stream supports changes to the subfolders of the monitored path, but if the root path has been changed the old path will need to be removed in Step 2, and the new path added.

        For example:

        If the root path is E:\Standards Library\Revit 2023 and the Subfolders option is checked:

        1. Supported: Changing E:\Standards Library\Revit 2023\Categories to E:\Standards Library\Revit 2023\Revit Categories
        2. Not supported: Changing E:\Standards Library\Revit 2023 to E:\Standards Library\Revit 2024

        Cause C: Content was moved to an unmonitored path.

        Solution: 

        1. Move the content to a location that is being monitored by Stream.
        2. Or, update the definition to include the unmonitored path.

        Cause D: 

        The file was locked by another application. Applications such as Revit will lock a file in sessions where the file has been edited, preventing Stream from indexing the file.

        Solution: 

        Fully close the application to ensure the file is not locked. You may also need to remove, and then re-add the item from the File System.

        Are you still having issues with Stream? Please send the Stream Service Logs to support@getavail.com for more assistance.