Troubleshooting a SmarTeam Client Connection

ENOVIA SmarTeam’s client-server architecture relies on several key connections for successful client operation.  When one of these connections is blocked or otherwise unavailable, the client will be unable to login to SmarTeam.  Fortunately, most client connection problems can be quickly identified.  Read on to learn more about a few common issues and tips on resolving them. 

Troubleshooting “Error Message Not Found!”

At first, the source of this common error message may seem unclear.  There’s a good chance that the client just can’t access the NLS (National Language Support) share on the SmarTeam Foundation server.  Since NLS stores the localized description of all messages and menus in SmarTeam, you can see why an NLS problem can result in “Error Message Not Found!”

To determine if NLS access is the problem, from the client, try browsing to the NLS share (using Windows Explorer or some other means):  \\<FoundationServerName>\SmarTeamNLS

Trying to browse to this path should make the SmarTeam Foundation server’s NLS directory contents appear.  More often than not, if the client is receiving the “Error Message Not Found!” error, a dialog will be shown prompting the user for a password to access the share.  To resolve this, ensure that the NLS folder is shared with the appropriate name (SmarTeamNLS), and that the user has read permissions to that location.  A restart/re-login of Windows is not usually required.

Unable to access the SmarTeam database (Oracle)

Frequently, if a client is unable to connect to an Oracle SmarTeam database (and other client connections are nominal), the local TNSNames.ora file is incorrectly configured.  Ensure that the user’s local TNSNames.ora file matches that of a working client.  TNSNames.ora is located in the \NETWORK\ADMIN folder of the client’s Oracle installation path.  Be sure to respect other Oracle connection definitions in the file; if the client requires a connection to other (non-SmarTeam) Oracle databases, be sure to maintain the relevant configurations or fixing the SmarTeam connection might break something else.  Once the TNSNames.ora file is updated, the connection to SmarTeam can be tested immediately.

Unable to obtain a license to SmarTeam

Licensing issues are usually related to an improperly configured license configuration file on the client, although expired or unavailable licenses can present another pesky problem.  The license configuration file, i4ls.ini, contains key information for connecting to the LUM (License Use Management) server.  If the client can ping the license (LUM) server successfully, check to see if the local i4ls.ini file matches that of a working client.  This file is located in C:\Documents and Settings\All Users\Application Data\IBM\LUM on 32-bit machines and C:\ProgramData\IBM\LUM on 64-bit machines.

Frequently, these client problems surface during the build of a new client machine, or a physical move of the user to a different location on the network.  Note that these resolutions should be used only when an individual client is having connection issues; if all clients are unable to login, these tips aren’t likely to resolve the issue because the problem is more likely to be with the network or the server.  If you need immediate help with a client connecting to ENOVIA SmarTeam, please give our helpdesk a call at 330.676.0022 option 2.  If you have something to add about the troubleshooting process, please leave us a comment below, or contact us to discuss it.

Tags: ENOVIA SmarTeam, license, License Use Management, LUM, NLS, Oracle, permissions, SmarTeam Foundation, troubleshooting