Troubleshooting

Each problem below lists what you see, why it happens and how to fix it. When a mirror fails to synchronize, its Status on the Mirrors page reads Error when last synchronized, with the links View details, Copy to clipboard and Troubleshoot. The first two problems cover the usual causes.

A mirror cannot contact a service tier

Symptom: the first synchronization of a mirror fails, and its details show one of these messages:

• A service tier could not be contacted by the development environment (finsql.exe).
• There are no NAV Server instances available for this database
• This database is registered with several NAV Server instances.

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The mirror's Status on the Mirrors page reads Error when last synchronized, with the time; select View details beside it to open this window.

Cause: a mirror exports objects with the C/SIDE development environment, finsql.exe, which must contact a service tier to export objects as text. It cannot tell which service tier to use.

Fix on NAV 2013 R2 CU10 and later: name the service tier in the mirror.

1. On the Mirrors page, select the mirror. Make sure it has its finsql.exe path, Server and Database name.
2. Under Service tier, select … next to Server name. The Select Service Tier window lists the service tiers registered for the database.
3. Select a service tier and select OK. Prism fills in Server name, Instance name and Management port.
4. Select Save, then Synchronize.

Fix on earlier versions: let C/SIDE remember the service tier.

1. Close every C/SIDE client you have open on the database.
2. Start C/SIDE directly, from the same finsql.exe the mirror uses.
3. Select File › Database › Information, and choose a service tier in the field Server Instance.
4. Close C/SIDE.
5. In Prism, on the Mirrors page, select Synchronize.

When the synchronization has finished, open the mirror. If it still fails, send us the error through Help › Feedback…; see Feedback window.

A mirror cannot export some objects

Symptom: a mirror's synchronization fails with One or more objects could not be exported. The export log says You do not have permission to read the …

Cause: finsql.exe exports objects under the NAV license uploaded to the database. That license does not allow some objects to be exported as text.

Fix: first make sure the database has the right NAV license. Then change the mirror:

• NAV 2015 and later: set the mirror's NAV adapter to NAV 2015 and later, and save. This adapter skips objects the license does not allow. Prism sets the adapter itself when you pick the mirror's finsql.exe.
• NAV 2013: under Filters, set the Object ID include filter to ids the license allows to export, for example ..41999999|43000000..43999999|45000000.., save and synchronize. Once the first synchronization has finished, you can widen the filter: later synchronizations skip the objects the license does not allow.

Objects fail to parse

Symptom: the loading window counts objects as Failed. The workspace window opens on the Solution page with an error mark on its rail item, and the Health card lists Parse errors.

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Cause: Prism could not fully parse the text of those objects. Their Prism tab shows the parse error in place of the declarations, and their outline and analysis are not available. The Source tab still shows the text.

Fix:

1. On the Objects page, select Errors on the toolbar. The Object Errors window lists each object that failed, with its diagnostic.
2. Select an object to open it, and check its text on the Source tab.
3. If the object compiles in C/SIDE, tell us: right-click it in the Object Errors window, select Copy diagnostic info to clipboard, and send it with Help › Feedback….

A recent object store no longer exists

Symptom: opening a store from Recent on the Home page shows Object store no longer exists, and the store leaves the list. Its tooltip already said The store has moved or been deleted. Opening it with Ctrl+1 to Ctrl+9, or reloading a workspace whose store is gone, says Mirror Error: "Store does not exist."

Cause: the file or folder was moved or deleted since you opened it, or the mirror is no longer defined.

Fix:

• If you moved the file or folder, open it from its new place with Open file… or Open folder…. It joins the list again.
• To remove a store from the list without opening it, right-click it and select Remove recent item. This deletes nothing on disk.

An object store cannot be loaded

Symptom: the progress window closes and Prism says Open Store: "<path> could not be loaded." with a reason below it. No workspace window opens.

Cause: Prism hit an error while it read or indexed the store. The reason names the error.

Fix:

1. Read the reason. If it names a file or folder, check that it is still there and that you can open it.
2. Open the store again.
3. If it still fails, send us the message through Help › Feedback… with the Prism log attached; see Feedback window.

A mirror does not open while it commits changes

Symptom: opening a mirror says Mirror: "The mirror is committing changes; please try again in a few secs." or "Sorry, the mirror just started committing changes; please try again in a few secs."

Cause: a synchronization is writing the objects it exported into the mirror, and Prism does not open a mirror while it changes.

Fix:

1. Wait a few seconds. The Home page and the Mirrors page show when the synchronization has finished.
2. Open the mirror again.

A license key is rejected

Symptom: the Activate license window shows an error under the key you pasted, and Activate stays unavailable.

Cause and fix: a rejected key is never installed, so your current license stays. The message says why:

Your license administrator finds the company's keys on MyPages at stati-cal.com. If a key still fails, email sales@stati-cal.com.

Prism runs with limited features

Symptom: some commands are unavailable, and the license on the Home page reads, for example, No license installed, Expired, Not valid on this machine or Invalid.

Cause: Prism has no valid license, so it runs with limited features.

Fix:

1. On the Home page, select Activate… and paste a current key; see Activate a license.
2. If a change of license left you worse off, open the ⋯ menu in the Activate license window and restore the previous license.

The command StaticalPrismCALCmd.exe license prints the license status, the machine code and the license file; see Command line.

Prism is already running

Symptom: starting Prism for C/AL shows Another instance of Statical Prism for C/AL is already running.

Cause: Prism for C/AL is already running, and only one can run at a time.

Fix: switch to the running Prism for C/AL from the Windows taskbar. To start afresh, exit it with File › Exit first.

This version has expired

Symptom: Prism for C/AL does not start and says This version of Prism for C/AL has expired.

Cause: the installed build has passed its expiry date.

Fix: Prism opens the download page for you. Install the newest version from the Prism for C/AL download page.

Windows draw incorrectly

Symptom: windows draw incorrectly, flicker or leave parts blank.

Cause: the graphics driver has trouble with hardware-accelerated drawing.

Fix:

1. Open the Settings page and expand Rendering.
2. Turn off Hardware-accelerated graphics. Prism switches to software drawing at once, and may run slower.

Turning the setting on again takes effect after Prism restarts.

Colors stay in the old theme

Symptom: after Windows switched between dark and light mode, some colors in Prism stay in the old theme.

Cause: you answered Not now to Restart Prism now? Prism shows a new theme fully only after a restart.

Fix: exit Prism with File › Exit and start it again. Reopen your object stores from Recent on the Home page.