Troubleshooting Tekla PowerFab Remote Server Service (Go & Automated Events)

Tekla PowerFab

Tekla PowerFab GO

Not version-specific

Tekla PowerFab Tekla PowerFab GO

Tekla PowerFab Go

Tekla EPM GO

Troubleshooting

remote server service

Automated Events

service not running

Trimble identity

TID

Trimble ID

connection

Error Code 110

Error Code 111

Connection Refused

Connection Timeout

not been activated

socket

service

Initial Checks

When having issues with Tekla PowerFab Go, there are a few initial items to check:

Is the Tekla PowerFab Remote Server service running?
Is a Trimble Identity signed-in?
Does the signed-in Trimble Identity have the appropriate license?
Is something (firewall, anti-virus, etc.) blocking the connection?
Is the connection information (address and port) correct and up-to-date?

Is the Tekla PowerFab Remote Server service running?

If the Tekla PowerFab Remote Server service is not running, Tekla PowerFab Go will not be able to connect into the database for access credentials or any data. Ensure that the Tekla PowerFab Remote Server service is running on the server. There are various methods to do this.

The recommended method is using the Tekla PowerFab Remote Monitor application on the server. Other methods include using the Services or Task Manager Windows applications.

Tekla PowerFab Remote Monitor is accessed by double-clicking the icon on the desktop of the on the Tekla PowerFab Server. If the shortcut is not present, it can be accessed by double-clicking the Tekla.PowerFab.Remote.Monitor.exe application in the installation directory.

When the Tekla PowerFab Remote Monitor is opened, the status should be displayed in the top left. If the service is running, "The service is running. Running - Port 9154" will be displayed. Otherwise "The service is not running." would be displayed.

For information on starting the Remote Server service see the Tekla PowerFab Remote Server and Tekla PowerFab Remote Monitor Overview.

Is a Trimble Identity signed-in?

A Trimble Identity is required to be signed-in to license the Tekla PowerFab Go site. This can be checked in the Tekla PowerFab Remote Server Settings.

If a Trimble Identity (TID) is signed in, the email address for that identity will be listed in the Settings. If no Trimble Identity is signed in, one must be signed in. If a licensed Trimble Identity is not signed in, the error Tekla PowerFab Go has not been activated will be shown when attempting to sign into a Tekla PowerFab Go site.

Does the signed-in Trimble Identity have the appropriate license?

The Trimble Identity that is signed in must have access to either a named-user (PowerFab, PowerFab Office, or PowerFab Office) license or the Tekla PowerFab Go license in the Tekla Online Admin Tool.

For organizations with both named-user and Tekla PowerFab Go licenses, the account logged into the Remote Server service must have the Tekla PowerFab Go license assigned.

Is something (firewall, anti-virus, etc.) blocking the connection?

Tekla software products must be able to connect directly to Trimble's online services for certain features, such as Tekla PowerFab Go.

Please verify that the Tekla PowerFab Remote Server service has been whitelisted through all firewalls and anti-virus applications and network devices.

Ensure the following IP addresses have access to the port (default is 9154) where the Tekla PowerFab Remote Server service is running.

100.25.80.52
23.20.111.82
100.24.217.156
18.223.67.252
54.241.216.243

Please also ensure that all the Requirements for connecting to Tekla Online services are followed.

Is the connection information (address and port) correct and up-to-date?

Tekla PowerFab Go uses the Tekla PowerFab Remote Server service to connect to your PowerFab MySQL database. For more information see the What is needed to set up a Tekla PowerFab Go website section of the Install Tekla PowerFab Go product guide.

If the connection information ever changes the local support team must be notified immediately.

Troubleshooting Steps

After ensuring that the above items are correct, the next step is to perform certain actions on the server. In order, these generally are:

Restart the Remote Server Service.
Refresh the Trimble Identity in the Remote Server Monitor:
1. Stop the service
2. Open Settings
3. Sign Out the Trimble Identity
4. Wait 30 seconds or longer
5. Sign In the Trimble Identity
6. Save Settings
7. Start the Service
Remove and recreate the Tekla PowerFab Remote Server service. Then starting the new service.

Error Codes

The known PowerFab errors are shown below. For any error codes presented in Windows' Event Viewer or in network device interfaces, please research them or contact the manufacturer. Typically searching the error in any internet search can provide potential causes and solutions.

Error Code 110 Connection Timeout & Error 111 Connection Refused

Error Code 110 or Error 111 may be presented. See the table below to troubleshoot.

Possible Cause	Resolution
Tekla PowerFab Remote Server service is not running.	Start the Remote Server Service on the server. For information on starting the Remote Server service see the Tekla PowerFab Remote Server and Tekla PowerFab Remote Monitor Overview.
The network router firewall is blocking connections on the TCP port used by the Tekla PowerFab Remote Server service and Tekla PowerFab Go.	Follow the directions provided by the network router firewall manufacturer to open connections on the TCP port used by the Tekla PowerFab Remote Server service.
Windows Firewall on the computer where Tekla PowerFab Remote Server service is running is blocking connections on the TCP port used by Tekla PowerFab Remote Server service and Tekla PowerFab Go.	Follow the directions provided by Microsoft on opening allowing connections through the Windows Firewall for the TCP port used by the Tekla PowerFab Remote Server service.

When logging in on Website: Tekla PowerFab Go has not been activated

The error Tekla PowerFab Go has not been activated when attempting to sign into a Tekla PowerFab Go site is caused by the Tekla PowerFab Remote Service not being signed in with a — or the correct — Trimble Identity (TID).

For further information please see the article Error: Tekla PowerFab Go has not been activated.

Requesting Additional Help with Tekla PowerFab Remote Server

If the steps above do not resolve the issue and additional assistance is required, please create a support case with your area support. The most efficient method to generate a new case for Tekla PowerFab (v2022sp2 or greater), is using the Support Tool. This can be accessed by opening the About menu and clicking Create Support Ticket.

Please include the Public IP address for the server running the Remote Server service (Google "What is my IP" from the server), service log, and socket log files from the Tekla PowerFab Remote Monitor. The Support Tool does not include the service and socket log files. Those will need to be added using the Add extra files button on the second page of the Support Tool.

If you are unable to use the Support Tool, please send an email to your local support team. Make sure to include the service and socket log files from the Tekla PowerFab Remote Monitor.