Installation Guide > Harmony Installation Guide > Installing on Windows > Troubleshooting

Troubleshooting

If you have any outstanding issues running Toon Boom Harmony after installation, review the installation and configuration instructions to make sure you have followed them completely. If you continue to have problems, consult the following list to troubleshoot common installation and configuration problems.

Problem: License Error When Starting Any Toon Boom Harmony Module
Problem: Unable to Import Sample Scene (Errors with the tbdbserver)
Problem: Unable to Open Sample Scene on Clients
Problem: resolution.conf Error Message

If you are getting license errors when you start any Toon Boom Harmony module, check the set up and configuration of the license service.

Make sure that the license.dat file is in the following directory:
C:\flexlm
Open the license.dat file.

The license.dat should contain the following information:

SERVER this_host 0 ANY

VENDOR toonboom

USE_SERVER

Make sure that the license service is running.
If you continue having problems with the license server, locate the file ToonBoomLicense.log and send it to support@toonboom.com. In Windows, this file is usually in C:\flexlm;.

Check the tbdbserver.log file. It is usually stored in C:\ProgramData\Toon Boom Animation\Toon Boom Harmony.

If there is no log file, re-start the tbdbserver.

To restart the tbdbserver:

1. Open the Control Panel.
2. Double-click the Toon Boom Harmony Control Panel icon. The Toon Boom Harmony Control Panel dialog box opens.

3. From the Process Starter drop-down menu, select the tbdbserver entry.
4. Click Start.

If you continue to have problems with the database server, locate the tbdbserver.log file and send it to support@toonboom.com. This file is usually in C:\ProgramData\Toon Boom Animation\Toon Boom Harmony.

You can also run the Dbserver from the command shell in debug mode to receive additional information about the process.

To run the tbdserver in debug mode:

1. Open Dbserver.conf.
2. Add the following line to the file:

debug_port 5681

3. Stop the tbdbserver service. Click the Start menu and select All Programs > Toon Boom Harmony 10.0 > Configuration Tools > Control Panel. When the Toon Boom Harmony Control Panel window opens, select the tbdbserver from the Process Starter drop-list and then click Stop.
4. Open a command prompt by selecting Start > All Programs > Accessories > Command Prompt.
5. Type the following:

tbdbserver -debug

 

While you are running the tbdbserver in debug mode, messages will be written to the shell for each operation the tbdbserver performs. This is additional information to what is written to the tbdbserver.log file.
To output this information to a new file, type the following:

tbdbserver -debug > "C:\ProgramData\Toon Boom Animation\Toon Boom Harmony\tbdbserver_debug.log"

If you still cannot determine the nature of the problem, send this file to support@toonboom.com with a detailed description of the problem.

If clients cannot open the sample scene, it is possible that they are not connected to the database server. Follow the instructions in to connect to the server.

When you open the sample scene, you might get an error message that says that the resolution.conf file can't be opened. This file is usually stored in the environment or job directory of your database.

There is a sample resolution.conf file in:

\Program Files\Toon Boom Animation (x86)\Toon Boom Harmony 10.0\resources\samples directory.
You can copy that into either of the following directories:

\USA_DB\environments\[environment_name]
\USA_DB\jobs\[job_name]
\USA_DB\resolution\