j5 Support Cases
[ISS Support Case] Needs Login to Access J5 Development Server
Trying to access dev version of j5 but do not have an account setup and don't have access to someone who is setup. Is there a way to create an account without having set you up?
Read More[ISS Support Case] Reports in J5 are missing data & getting error retrieving external data
Reports in J5 are missing data Getting error retrieving external data. New installation feature has previously worked. Issue persists post reboot. Build 28.0.8107.0 (IndustraForm designer 2019)
Read More[ISS Support Case] Duplicate Profiles in J5 App POST SQL migration
We recently migrated our stage DB from version 2012 to 2019. We had some driver mismatch issues but were able to fix that particular issue. Now we have noticed that we have duplicate profiles and disable accounts within our stage app. Around 1/3 of the users are showing as disabled. LDAP sync is disabled from the J5 system management console so we are not sure what could have caused this, but looking at the way the profiles are setup, it definitely looks like it synced with LDAP somehow.
Read More[ISS Support Case] J5 - Server Update Issue
Slow performance and an orange message that says "Warning: Not receiving updates from the server. Conflicts are likely if there are multiple people editing this form." -Waiting on client to provide Information sent via Email.
Read More[ISS Support Case] Update HTTPS Certificate
We need instructions on how to update the HTTPS certifcate for j5. We have the new security certificate and cert_chain PKCS #7 Certificates (.p7b) files.
Read More[ISS Support Case] J5 Server upgrade Inquiry
Replacing 2012 servers and requesting installation software guidance Q1 There are two different versions listed on the download page. Im not sure which one to download. Q2 Also, are they compatible with Windows Server 2022?
Read More[ISS Support Case] Subject
The reports I got are that personnel could not approve the previous round, submit their handover information, enter round data or approve rounds. We reset the server and there seems to have been some small improvement after logging out, closing the browser and logging back in, but it remains very slow. What are the next steps and how soon can we move on this issue?
Read More[ISS Support Case] IndustraForm Change
Business users are requesting to update various text fields input style from "Single Line" to "Multi-line" on multiple forms. We wanted to know if that would negatively impact anything else or cause something to break? Would making these changes in J5 Designer live cause any outage?
Read More[ISS Support Case] Some Users Unable to Log into Application
After a forced active directory password update, certain users are unable to authenticate through LDAP and log in
Read More[ISS Support Case] Queries Running over 200ms
SQL queries are taking over 200ms and possibly cuasing performance issues
Read More[ISS Support Case] Cant Connect to Login Page
Cannot make it to the log in page via web browser
Read More[ISS Support Case] Application Goes into Maintenance Mode
Application will sporadically go into Maintenance mode and the server needs to be rebooted, curious of a cause
Read More[ISS Support Case] Power User Industraform Designer Access
Unable to give the Power User group access to the Industraform designer
Read More[ISS Support Case] J5 mobile download and certificate
IT needs to re-install software and needs download and certificate of J5 mobile. (version 28.0.2860.0)
Read More[ISS Support Case] SQL Issue?
J.database unable to connect to SQL. 6/30/2023: Waiting for customer to tell me how Operations are being affected, what caused, if anything for J5 to stop communicating to SQL.
Read More[ISS Support Case] Question Regarding LDAP Credentials
LDAP password expired and needed to be updated, is a deploy needed after updating?
Read More[ISS Support Case] Unable to Edit Email in SMC
When trying to remove the email in "Email Override" for the J5 System Management Console in production we get the following error: verification failed: error occurred during email test: 'SMTPRecipientsRefused' object has no attribute 'smtp_code'
Read More[ISS Support Case] Shift Handover Fields are duplicating.
For Gas Control on our J5 program during Shift Handover, the Incoming and Outgoing Controller Shift Handover Fields are duplicating. Incoming/Outgoing Shift sign-off fields duplicating. See attachment for examples.
Read More[ISS Support Case] Disaster Recovery Questions
Hello, we are performing disaster recovery testing in July and I had a few questions. 1. Is the j5 license based on IP or DNS? The IP will be changing so I want to know if we would need a temp license? 2. Is there any documentation that can help with disaster recovery for J5? 3. I'm assuming we would just need to update the DNS or IP address to the restored one for the disaster recovery test? Please add any information that would be helpful to successfully perform this disaster recovery exercise.
Read More[ISS Support Case] Failure to run J5 Function
Client reached out because they have a script running in J5 that helps to avoid simultaneous jobs scheduled to run on the same equipment. (simultaneous work avoidance)
Read More[ISS Support Case] An HTTPS certificate renewal resulted in J5 load balancer service not starting
J5 load balancer service would not start after implementing new HTTPS certificate. Pointed to old certificate and j5 started up again.
Read More[ISS Support Case] J5 - Maintenance mode after network switch outage
Client experienced a network switch outage yesterday evening. Client is seeing the "maintenance mode" screen when attempting to access the J5 application. Client has restarted the server but this did not resolve the issue.
Read More[ISS Support Case] J5 v30 Verification failed: Cannot connect to LDAP Server
Client reached out as when user is attempting to connect to LDAP server from cloud server the verification fails with the following error message: "Verification failed : Cannot connect to LDAP server."
Read More[ISS Support Case] J5 PI AF Error
Within industraform where we utilize a PI AF datasource connection, our attributes are not populating with their test data when we simulate a test form. We are seeing the below error when we run the test: "Error retrieving external data: Invalid" Looking at the J5 PI AF logs on the app server, we can see the below error repeating for all the attributes which have been setup: 05/01/2025 14:02:45 Type : System.Collections.Generic.KeyNotFoundException, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089 Message : The given key was not present in the dictionary. Source : mscorlib Help link : Data : System.Collections.ListDictionaryInternal TargetSite : TValue get_Item(TKey) HResult : -2146232969 Stack Trace : at System.Collections.Generic.Dictionary`2.get_Item(TKey key) at j5.PiConnector.PiAfConnection.getSystem(String systemName) at j5.PiConnector.AfRestService.GetSystem(String systemName) at j5.PiConnector.AfRestService.FindAttribute(String systemName, String dbName, String attributePath)
Read More[ISS Support Case] J5 Error when adding specific filter to the operations logbook.
While in the operations logbook page in j5 we get the bellow error when trying a specific combination of filters. This also generates an error email from j5. "An error occurred. Please retry your action. If the problem persists, contact your system administrator. 500 Internal Server Error. Response Status Code: 500" The combination of filters is: Form State Contains "Drafting" Status "Open" Category "Clearance" j5 Server 30 30.00.19.0002 j5 Framework 30 30.00.19.0002 (63cfc2f)
Read More[ISS Support Case] New Error Message in Log Post PI AF Client Install
Message We installed PI AF Client on our PROD J5 app server yesterday evening and after setting up some PI AF connections through the J5 SMC, we are now seeing a new error in our application logs. Here is the earliest entry I see for this error: 2025-05-22 21:13:08 ERROR [+0000009120 IndustraForm Side Effects Master Worker Thread 2]: IndustraForm Side Effects Master Worker Thread 2 Loop Error: IndustraForm service error: Request Entity Too Large [413] 2025-05-22 21:13:08 ERROR [+0000009120 IndustraForm Side Effects Master Worker Thread 2]: Traceback (most recent call last): File "j5\IndustraForms\SideEffectsProcessorManager.py", line 395, in _worker_thread File "j5\IndustraForms\SideEffectsProcessorManager.py", line 435, in process_stomp_side_effect_message File "j5\IndustraForms\SideEffectsProcessorManager.py", line 459, in _process_side_effect File "j5\IndustraForms\SideEffects\RefreshExternalData.py", line 74, in process_side_effect File "j5\SpreadsheetForms\ssf.py", line 3746, in external_data_refresh File "j5\IndustraForms\IndustraFormClient.py", line 148, in externalDataRefresh File "j5\IndustraForms\IndustraFormClient.py", line 291, in _call_json_rpc File "j5\IndustraForms\IndustraFormClient.py", line 317, in _raise_error j5.IndustraForms.IndustraFormClient.IndustraFormError: IndustraForm service error: Request Entity Too Large [413] Message This is affecting our shift handover forms in production. I am using the escalate case button as this is a priority. Message This is affecting our shift handover forms in production. I am using the escalate case button as this is a priority.
Read More[ISS Support Case] Shift handover 'Any Time' Report Not Generating
Our GDO shift handover form is not being generated since the 26th of May. See below image: This form is a Handover Any Time handover type. To force this to a new state, what is the appropriate action? Force expire seems like best option but would like some confirmation
Read More[ISS Support Case] J5 Cloud Readiness Questions
Hello, can you please answer the questions below regarding j5: Vendor needs to confirm whether SaaS option is available for this application Vendor needs to confirm whether they are having own cloud platform Vendor needs to confirm whether they will support on azure cloud and inform any professional services available from them. Vendor needs to confirm whether this application database (SQL Server) can be moved in to (PaaS) Azure SQL database or Azure SQL MI (PaaS) Vendor needs to confirm this application has SSAS, SSRS and SSIS (IF yes then SSAS, SSRS and SSIS which is not supported by Azure SQL database and Azure SQL MI) and option to migrate to Azure SQL server on VM only.) Vendor needs to confirm whether the existing license will work on the Azure Cloud. Vendor needs to confirm whether the application will work if IP address is going to be changed on cloud
Read More[ISS Support Case] Errors Updating and Creating Records
When trying to update or create records, getting errors/warnings: "Conflicts are likely if there are multiple people editing this form" and "Error occurred. Please retry your action". Started this morning and no known changes were made.
Read More[ISS Support Case] LDAP Sync Fails
When attempting to sync the application with LDAP server, the app returns an "internal error- this username is taken. You cannot insert a duplicate"
Read More[ISS Support Case] Not Receiving Updates From Server
Users receive an orange text message stating Warning: Not receiving updates from the server. Conflicts are likely if there are multiple people editing this form.
Read More[ISS Support Case] Not Receiving Updates From Server
Users receive an orange text message stating Warning: Not receiving updates from the server. Conflicts are likely if there are multiple people editing this form.
Read More[ISS Support Case] Filter Performance Degrades
When filtering by site OH depending on the rights group the page load times vary greatly
Read More[ISS Support Case] Unable to Launch Industraform Designer
Unable to launch IFD on new client version 2019.28-082110. IFD throws errors relating to the IDE
Read More[ISS Support Case] Unable to Login via LDAP
LDAP log in fails on production with "Failed to authenticate LDAP user"
Read More[ISS Support Case] J5 email issue
J5 application, he is enabling email capability. Do they need a valid recipient account to send emails because it is not working with a fake acct.
Read More[ISS Support Case] How Do You Change Operational Areas
Inquiring about changes to OA menus in the application
Read More[ISS Support Case] Unable to Configure Historian Connection
The Wonderware Historian Connection option is not present in the SMC
Read More[ISS Support Case] Assign Industraforms to Areas
Can you assign Industraforms to areas from the Industrafrom Designer?
Read More[ISS Support Case] SQL Redundancy Question
Is the Always On high availability option within SQL server 2019 a supported configuration for use with j5
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