Can't open Capsule

Thidalak Photipruck
Thidalak Photipruck Active Partner
Second Anniversary First Comment
edited February 2023 in Platform

The capsule can not open to work and lost to screens.

How can I fix The capsule?

Accepted Answer

  • Alexander Kappes
    Alexander Kappes Employee
    Fourth Anniversary 250 Likes 100 Comments 5 Answers
    edited July 2022 Answer ✓

    Dear Thidalak Photipruck,

     

    I think the capsule is broken. Perhaps it will make sense sending it to our support department to investigate.

     

    But for you the best case will be continue to work using backup of the capsule

     

    regards

     

    Alexander Kappes

Answers

  • Alexander Kappes
    Alexander Kappes Employee
    Fourth Anniversary 250 Likes 100 Comments 5 Answers

    Dear Thidalak Photipruck,

     

    thanks for your request.

     

    Can you please send some more informations?

     

    What kind of error message you receive?

     

    Did you had developed the capsule with Win or Web CLient?

     

    Can you open other screens inside your capsule?

     

    Do you have Backups of your capsule?

     

    What did you change before the capsule crashed?

     

    Did you find capsule with name backup in front the capsule name inside your environment?

     

    thanks and regards

     

    Alexander Kappes

  • Thidalak Photipruck
    Thidalak Photipruck Active Partner
    Second Anniversary First Comment
    edited March 2020

    Dear Alexander Kappes

    Thank you for your reply.

     

    I don't have error message and can't open other screen. (follow picture)

    imageimage

    I developed the capsule on Win Client. I reviewed report only but I didn't change. 

     

    Regrads,

    Thidalak Photipruck

  • Alexander Kappes
    Alexander Kappes Employee
    Fourth Anniversary 250 Likes 100 Comments 5 Answers
    edited March 2020

    Dear Thidalak Photipruck,

     

    are you able to switch to developer mode (F4) and use the open screen function in developer mode?

     

    image

     

    regards

     

    Alexander Kappes

  • Thidalak Photipruck
    Thidalak Photipruck Active Partner
    Second Anniversary First Comment
    edited March 2020

    DearAlexander Kappes

    I can use the open screen function in developer mode but I can't open other screen .

    imageimage

     

     

     

    Regrads,

    Thidalak Photipruck

  • Thidalak Photipruck
    Thidalak Photipruck Active Partner
    Second Anniversary First Comment

    Thank you for your support

     

    Regrads,

    Thidalak Photipruck

  • Thidalak Photipruck
    Thidalak Photipruck Active Partner
    Second Anniversary First Comment

    Dear Alexander Kappes

     

    I have edited the capsule by revising the algorithm that is responsible for the screen display. Then, I restore the capsule from the backup. The system seems to be working fine, able to use the capsule, for only 3-4 days until it can't be used again.

     

    I have also checked the log file but none of the users had performed any works on the failed capsule before the date of failure.

     

    May you please advise what the causes may be and how could we fix this problem.

     

    Regrads,

    Thidalak Photipruck

  • Alexander Kappes
    Alexander Kappes Employee
    Fourth Anniversary 250 Likes 100 Comments 5 Answers

    Dear Thidalak Photipruck,

     

    for general there must be some action on the file itself. You have to investigate what happens to the capsule.

     

    When you tell that the capsule is broken and even not working. What file size does it have inside the server?

     

    Can you please check if there is some job on the machine which manipulates / changes the capsule? Perhaps the virus environment?

     

    DId you send the broken capsule to your support department to get it checked for issue reasons?

     

    thanks and regards

     

    Alexander Kappes

  • Salvatore Capuano
    Salvatore Capuano Employee
    Second Anniversary Level 100: Foundations of Building in Board First Comment Photogenic
    edited November 2021
    Hello Thidalak,

    This kind of problem can occur if you edit the capsule with different versions of Board (Web/Win client or different verision numbers).

    I don't know if this can help.

    Regards,

    ------------------------------
    Salvatore Capuano
    Technology Manager
    Board Community
    ------------------------------
    -------------------------------------------

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