Ticket categorization:

In the summary field, in front of the initial summary insert ##[ISO Country Code]##[Error
Code]##

Like à ##DE##110##[Summary]

[100] license

[110] data error

[120] content

[200] update problem

[210] program error/bug

[220] system crash
[230] hardware problem
[240] local Windows/3rd party SW conflict configuration problem
[250] local VPP Software configuration problem

[300] performance app/system

[310] WAN/internet problem
[320] LAN/WLAN problem

[420] interface problem (VPP/MC)

[900] Monitoring
[999] other

BMW-4RT83Y1 172.17.41.154    slave

BMW-5T4BKY1 master

VPP\system                - xml files with core setting (system/vehicle based)

VPP\database            - 3D content

VPP\manager             - maintenance, support, update

VPP\core                    - core application

VPP\Sevice\POS\logs - logs

 *
VPP Installation Support @ 3DS
Tel: +49 (89) 200 275-223
Email: 3DEXcite.POSSupport@3ds.com
Operating Hours: 9am – 5pm CET

Antivirus softwares can block VPP

 *

To avoid restart after each patch, generate an empty txt file in VPP\RTPUpdatePool with the file
name admin.txt

 *

rttposgui - a task that shows the updater screen. It can be closed and the update will be still
running in the background.

If the updater is stuck it might restart itself several times so there are a few rttposgui (even up to
10-15) tasks running. This task pushes itself in every 10 sec to the forderground, so it has to be
stopped to be able to use the workstation.

If too many tasks are running reboot is a good option

If there are only a few tasks or the connection via G2A is slow:
- open task manager (winkey -> either typing in the name and picking from the list or righ click
on the task bar)
- stop each task from the list (confirmin both pop-up windows)
- if updater windows comes to forderground get back to task manager or pop-up window with
alt+tab

 *

artpsched.exe - updater task. To check if it hangs: is it using CPU?

 *

VPP\Service\POS\rttsyncmob.exe - Does the copying of updater files from master

 *

\VPP\manager\scripts\tools_engineer.cmd - starts the VPP manager

 *

Licence
... KEY ... -> Host name, MAC - Volume serial (since updater 1.6 it is 1111-1111), Service tag,
Licence date (22220222)

Possible problems:

- incorrect MAC: using a wifi stick or changed the network adapter

- incorrect volume serial: workstation has been formatted/reinstalled. There is a possibility to

change this in the system, but better get a new licence.

- incorrect service tag: it changes rarely. More probable that the mother board was changed and at
the first boot the serveice tag wasn't given manually in the BIOS.

If a new licence is requested the old/wrong one should be deleted first (VPP\poslicence)

Reactivate licence (replace hostname and serial in link - case sensitive!):

https://serv2.rttpos.com/monitoring/http2xml/update.php?
make=bmw&mode=license&status=&hostname=HOSTNAME&serial=SERIAL

The result is an empty site, there is no confirmation.

 * 

Teaser video is in a small window: videos are now html5 instead of flash, Internet Explorer must
be 11 or higher

 *

Black screen: BMW content version is below 1.6.4

 *

Black/empty DOS window in the background and hanging updater (especially for models which
are not installed): known error, updater has to be restarted manually

 *

Manual sync downloads all patches from the server/master, those models too which are not
installed. The same for manual update, every model will be updated which has new patches in the
UpdatePool.

Manual update also requires manual clean up: 

- %temp%

- registry
- "exp.*" files in \VPP\

 *

Updater may state update as finished due to weak internet connection (eg. in the middle of
downloading patches or after installing a patch which is not the latest one) -> simply manually
reastart update.

Reinstall

1. Installer VPP should be on the VPP machine ß C drive- Installer Sources

2. VPP_MOB.exe
3. Need to write down parameters for later – write in ticket
a. General settings – Proxy Settings
b. BuNo
c. 3d monitor stings
d. VPP DisplayName
e. VPP Master / slave settings
f. Available brands
4. Stop updater from Taskmanager
5. ISExpress process stop
6. All RTT Processes
7. SRVany process
8. WinKey2 also
9. Regedit – HKLM/SOFTWARE/ RTT AG/ POS – screenshot then delete POS from all
places – also Wow6432
10. Leave from C:\VPP the License and RTPUpdatePool – delete the rest
11. Start the VPP_HO (Haendler) exe to install – as admin
12. Select English -

- Some processes must be stopped to avoid interference (artpsched, rttheartbeat, rttsyncmob,

srvany32, winkey32, iisexpress, rtttheatre..., deltaview)

- Remember display name from manager

- Remember proxy settings

- Screenshot from registry (HKLM\RTT\POS) and/or export registry

- Deleting everything from C:\VPP except of licence and UpdatePool

- Deleting the directories POS and Pocketsoft from registry (Software and Wow...)

- Start installer
 *

.NET: version 4 or higher can cause problems with video

 *

core <-> loader/delta view communication: port 4141 (it was 4242 at NL before, but this port was
disabled by network policy)

 *

slave -> master login: port 5865 and slaves uses its UID

 *

C:\VPP\system\masterconfig.xml - containing the master settings

C:\VPP\system\slaveinfo.xml - containing the slave settings, will be only used to be sent to the
maintenance portal. It can't be deleted in case there is a problem with the list of the slaves, the
VPP creates it again.

 *

Startup should contain:

- VPP (local user)

- VPP sync, VPP update, winkey2 (all user)

 *

Update links in registry

Master:

- url: local UpdatePool

- mirror: serv2 or Amazon cloud

Slave:

- url: local UpdatePool

- mirror: master UpdatePool

 *
VPP start with delay - to make sure it has a connection (valid IP) when VPP starts: replace the
VPP starter shortcut in startup with C:\VPP\manager\VPP_delay

Standard "update stuck" checklist:

1. kill rttposgui task

2. exit updater (so it won't interfere)
3. clean up %temp%, registry (..Pocketsoft...) and exp.* files
4. check last lines in C:\VPP\database\*brand*\dfcapp.err file for error message
5. hande according to error message
6. create admin.txt in C:\VPP\RTPUpdatePool in case more than one version must be
installed
7. open task manager, in case rttposgui must be killed again
8. start updater

BMWi content update: set the version to 1.7.3 in registry and it will only load from 3.0 - it
doesn't need to be patched fully, because there is a new game engine and the old database will be
deleted.

err0016: Unexpected End-of-file encountered

The mentioned file is incomplete. Replace it from another VPP or delete and let it download
again.

err0020: DFC File is corrupt

Replace corrupt file from master or download the patch files for the update version which failed.

err0025: File not found

Copy missing file from another VPP (preferably from master). If machine is standalone ?

err0031: invalid file found

Replace the directory where the invalid file is found. If that doesn't help, then go one level up and
replace. If the version is too old the newer patch files won't work and the whole brand directory
(\VPP\database\(BMW, BMWi, MINI)) must be replaced. In this case make sure the versions in
registry (both RTT AG and Pocketsoft folders!) are matching the new DB version.

 must be tested: Delete the files with this name (rtx, xml...) and restart update.

err0044: Update terminated by custom action

Error message in C:\VPP\Service\POS\logs\rttUpdateControllerPOS.exe.log:

2016/03/18, 16:54:58, rttUpdateControllerPOS, INFO, _verifyPOSVersion, ERROR: Patch file not compatible with local POS version (2.1.2).
Patch file can only be installed on POS version 2.1.1

The version in the registry is not consistent, check both RTT AG folders and in Pocketsoft folder.
Correct the wrong entry so all 3 entries have the same version number.

The new „download patches during the day“–feature required to disable the update function in
the day-runtime-window for master VPP.

You will see an error44 while trying to update during the day, even when the patch tool is used
manually and you will find an errorlog entry like:
2016/03/10, 17:10:41, rttUpdateControllerPOS, INFO, _PrePatch, timenow: 17:10:00

2016/03/10, 17:10:41, rttUpdateControllerPOS, INFO, _PrePatch, runetimeStart: 07:00:00 runtimeEnd: 19:00:00

2016/03/10, 17:10:41, rttUpdateControllerPOS, INFO, _PrePatch, update installation inside runtime window: cancelled

To patch during the day, please use an admin.txt in the updatepool folder.

~95% loading bar

1. licence (reactive with link or email to 3DS)

2. date/time
3. preload model can't be loaded - Try to change preload models list in registry - take an already
working list from another VPP.
4. dealer ID not present
5. xml files got corrupt and can't be read - check core.log

*
2013-11-29 07:15:01,051 FATAL RTTPosCore.PosCore - Could not Start Core because of errors during the init phase!
System.NullReferenceException: Object reference not set to an instance of an object.
  Check time/date if correct.
 Change preload model in manager.

0% loading bar

Usually for BMW, even a newly installed VPP generates the problem. There is also an error
message in the core.log saying there was a problem with the init check or so -> replace database.