Documentation
Troubleshooting
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Preserve the original error and operation identity. For any write with an uncertain result, read its existing record before deciding whether a new operation is appropriate.
| Symptom | Checks and next step |
|---|---|
| Workbench says no service / not connected | Confirm the desktop and matching service are running under the intended user and instance. A development/mock page is not a live connection. |
| Embedded page is blank | Check WebView2 Runtime, packaged web assets and version consistency. Inspect redacted startup diagnostics. |
| Camera discovery finds nothing | Verify local network/interface, correct SDK discovery component and routed-network limits. Enter an approved address manually. Do not change device IP blindly. |
| Camera connect fails | Inspect the device's NextStep message, address/port, credentials, SDK/backend compatibility, HMI session availability and existing editor ownership. |
| Online or Live remains unconfirmed | External device state or permissions can prevent the change. Use the read-only verify/refresh path. Do not keep reissuing the toggle. |
| Trigger unavailable | Check Live/job-loading state and registered capability. Live preview is not repeated job triggering. |
| Camera says recovery required | Read the associated write record and baseline/backup evidence. Coordinate controlled recovery; do not delete the database, backup or fence. |
| HTTP 401/403 | Reauthenticate using the configured access route and check role/policy. Do not place a token in a screenshot or support message. |
| Browser engine fails, times out or is cancelled | Preserve the displayed error. Use manual initialization when offered, then explicitly rerun. There is no automatic backend fallback or retry. |
| Image cannot be opened | Check encoded size, browser decoder and format. Public Lab and strict research PNG input have different rules. Keep the original when preparing a converted copy. |
| Node cannot run | Read its support reason and input-type requirements. A node present in an imported graph may require another runtime. |
| Run button disabled | Apply/discard parameter edits; wait for current work; resolve graph admission errors and task budget/read-only restrictions. |
| Result is from older parameters | Reconcile edits and run the intended version. Do not evaluate current quality from the stale result. |
| Workflow version conflict | Read the latest revision and review; retain the draft for comparison instead of overwriting the new revision. |
| Save reply lost / request unknown | Query the original request receipt. A missing reply does not prove the save failed, and changing the request ID can create duplicate work. |
| NG image missing | Inspect writer status, configured classification, output path, permissions and free space. Unknown/failure is distinct from actual NG. |
| Password no longer decrypts after migration | Re-enter under the new Windows user; preserve the original configuration and warning for review. |
Collect useful evidence
Record the environment (Windows service, browser Lab or research build), package/source version, time, action, redacted error, workflow/frame identity and existing request ID. Note whether the outcome is failed, pending or unknown. Provide only sanitized screenshots made with permission.
Windows logs are stored by the application/service and task data root. Confirm the actual configured root; do not assume a historical path. Avoid copying entire logs because startup output can contain local tokens.
Stop and escalate when
Escalate to the site owner or DeYiVision support (start from the contact page) when device identity is unclear, a job differs from the recorded baseline, a write/readback is uncertain, recovery is blocked, or the installed package's dependencies do not match its manifest. Keep the equipment under the site's normal safe operating procedures while the evidence is reviewed.