Troubleshooting PCS Connection Issues in Prolaborate | Step-by-Step Guide

Troubleshoot: PCS connection Failed in Prolaborate repository

The connection to PCS in Prolaborate failed, but the model successfully connected through cloud connection.

Description:

Scenario:1

The user could not create a repository in Prolaborate. The Customer received “PCS Connection Failed” every time an attempt was made. The issue was mainly because of the incorrect details entered in the “Add New Repository” page. 

Scenario:2

The user encountered an issue with an existing Prolaborate model, where it indicated a PCS connection failure. However, the model successfully connects through cloud connection in Enterprise Architect.

Resolution:

Scenario:1

  1. The below mentioned documentation link explains troubleshooting steps for the common issues in adding repositories. https://prolaborate.sparxsystems.com/faq/prolaborate-faq-v3/installation/repositories 

  2. The below mentioned documentation link explains step by step about adding a repository.
    https://prolaborate.sparxsystems.com/resources/documentation/add-repositories  


     
  3. The repository configuration can also be found in the Pro Cloud Configuration Client.  
  4. The “Alias” is the name that has to be entered in the “Model Name” field in the add repository page.  
  5. The Ports tab contains the ports and their respective protocols. Any free port can be used to configure a repository in the prolaborate.

  6. The server name can be found in the Server Properties pane in the PCS config client.  

Scenario:2

The Pro Cloud server license might have expired or not been properly added. Accessing the model in Proaborate requires a valid license on the Pro Cloud server.

Could you please verify whether the licenses have been correctly added to the Pro Cloud server?



If the license expired we need to raise License request in PCS so that we get new license from HQ sales team 
For more information about creating a license request is outlined in the Document here.

Email Draft:

Scenario:1

Hi Customer name:

Thank you for reaching out to Prolaborate Support. 

To address the issue you are facing with PCS connectivity, please follow these steps for identification and resolution:  
  1. Check the credentials you provided for the Server Name, Alias, and Port details. Incorrect details could cause the error. Ensure that you have provided the correct details.

  2. Ensure that the Sparx Systems Professional Cloud service is running by checking the Task Manager. If it is not running, start the service and try again. 


  3.  Run a browser test for PCS by entering the IP address or domain name of the server along with the port (For example, https://[PCS domain name]:[Port]). Share the browser result as a screenshot. 

  4. Share the screenshot of the model in PCS that having an issue in Prolaboarte(refer to the image)


  5. Additionally, share the trace log of PCS. To do this, follow these steps:

  6. Stop the PCS service, And clear all the log files from the below PCS log file path (C:\Program Files (x86)\Sparx Systems\Pro Cloud Server\Service\Logs)

  7. Start the  PCS services then click “Extended properties” in the pro cloud server


  8. Click on the drop-down arrow and select the level to Trace 


  9. After setting the log level to Trace, reproduce the issue and share the newly generated logs which were located in  (C:\Program Files (x86)\Sparx Systems\Pro Cloud Server\Service\Logs) and share the generated log  for further investigation 

  10. Please share the Prolaborate information log by following the below steps

    a. Clear existing information logs from the folder: C:\Program Files (x86)\Prolaborate\ProlaborateApp\Logs

    b. Open the Prolaborate Management service located at: C:\Program Files (x86)\Prolaborate\ProlaborateManagement 

    c. Set the log level to "information" and click the "Save" button. 

    d. Restart the Prolaborate v5 service from the task manager. 



    e. Reproduce the issue once again to generate new logs.
Please provide the webApp logs in the form of a zip file from the following location: C:\Program Files (x86)\Prolaboratev4.\ProlaborateApp\Logs. 

Please check these steps and let me know if you still face any challenges. 

Scenario:2

Hi Amogh,

Thank you for providing the information.

Based on the screenshot, it seems that the Pro Cloud server license might have expired or not been properly added. Accessing the model in Proaborate requires a valid license on the Pro Cloud server.

Could you please verify whether the licenses have been correctly added to the Pro Cloud server?




Please let us know if you have any other questions or concerns.

Reference:

Ticket ID: #10257
Subject: PCS Connection Error in Prolaborate
Department: Prolaborate Support

    • Related Articles

    • Known Issue-Model Connection

      Encountering an "XML incomplete error" when attempting to connect to the model in EA. Description: When attempting to connect to the model in EA, users encounter an error message stating "XML incomplete error." Any attempts to modify the repository ...

    • Know Issue - Connectivity Issues

      Q1:Issue with Model cloud connection in EA. Description: The customer faced an error while connecting the model via connection. Model connection failure (Pro Cloud Server: The HTTP connection reported the following error: 12002) 1. The customer is ...

    • Known Issues - Add-in License Support/Issue

      Q1: Unable to connect to the Floating License Server and EASaaS shows no available keys when trying to login Description After entering the Shared Keystore credentials and clicking OK button, the following error message is displayed. The keys are ...

    • Prolaborate and PCS roll back steps document.

      Description: In case if the customer asks for roll back steps of Prolaborate and PCS, we can share the below document with them it is verified by Product team. Document link Example Email: Hi Rajat, Thank you for your patience. We have attached the ...

    • FAQ - Prolaborate V5

      Q1: Will the Admin Account and Support Account Consume a License? Answer The admin@prolaborate.com account is an inbuilt user automatically included during Prolaborate installation.Regarding the support@prolaborate.com account, please note that the ...