First Steps

As you go through, take screen shots showing that the listed issue is not the problem. If you follow through each step, in more than 20 years there has not been a case that was not in the list below, if you need support, we will be asking you to show the steps you took.

This document is split into 2 sections, the top is a flowchart, the bottom is links to documents with details on each of the different types of issues.

---
config:
  theme: 'forest'
---
flowchart TD
    classDef Start fill:#FFA000,color:#FFF,stroke:#F00,stroke-width:2px;
    classDef External fill:#00921a,color:#FFF,stroke:#000,stroke-width:2px;
    classDef UserQ fill:#FFF176,color:#000,stroke:#FFEB3B,stroke-width:2px;
    classDef End fill:#7B1FA2,color:#E1BEE7,stroke:#00,stroke-width:2px;

    Start[Our PMs aren't running]:::Start                    --> SomeOrAllPMs{Some or ALL<br>PMs for this database?}
    SomeOrAllPMs                           -- Some      --> MCeOrMC1{MCe Automations?<br>or MC PMs?}
    SomeOrAllPMs                           -- All            --> MCeORMC2{MCe Automations?<br>or MC PMs?}
    MCeORMC2                                -- MCe         --> SaaSorOnPrem{SaaS or On Prem?}
    MCeORMC2                                -- MC           -->ClearedError[Cleared Possible Error flag?]
    ClearedError                              -- Yes           -->SaaSorOnPrem
    ClearedError                              -- No            -->PressAdvanced[/Press Advanced Button/]
    PressAdvanced                          --> WorkingNow{Working Now?}
    WorkingNow                              -- No            -->SaaSorOnPrem
    WorkingNow                              -- Yes         -->Done[Done]:::End
    SaaSorOnPrem                          -- On SaaS  --> X1[Contact support, while waiting for reply, you could check down the 'Some' branch to make sure it isn't because of how they all are set up, link below]:::External
    SaaSorOnPrem                          -- On Prem --> X2[See 'No PMs are running, we are on prem' link below]:::End
    MCeOrMC1                                  -- MCe         --> X3[See MCe<br>link below]
    X3                                                                     --> X4[See MCe, only some<br>link below]:::External
    MCeOrMC1                                   -- MC           --> X5[See Accruent MC,<br>only some<br>link below]:::External

Cleared errors/Press Advanced button

If for any reason MC PM generation, manual or automated, get interrupted, by error, by computer rebooting, but you shutting it down, you cancel a manual generation, MC PMs get into a broken state where by no PMs for the entire database will run.

There is an 'advanced' button who's sole purpose is to clear the state to let PMs start running again.

Note "Let" does not mean it will immediately run scheduled PM generations 'right now', it means it will let them run again on the next regular scheduled run if everything else is good. The next scheduled for MC PMs is typically set by most customers to be 'tonight'.

If you want to catch up immediately (run missed PMs) instead of on your schedule you can 'manually' generate (same screen as the advanced button) for each of the repair centers.

Whether it was one that got stuck or many, pressing this button clears the error flag for all of them.

Assuming the cause of the problem is now solved, you won't have to press the advanced button again (until the next time you cancel or your server is rebooted during a PM generation run)

After you press the Advanced button, it will remind you what the purpose of the button was. Hit OK.

First Steps

Cleared errors/Press Advanced button

Links based on the end point of the chart above