Graphics Troubleshooting

Below are common issues customers come across when it comes to graphics whether in the viewer or Graphics Builder. We recommend you take a look at the following issues and see if any of them resolve your issue. If you happen to see a different error/issue, go ahead and email us.

Issue 1: Get Error reading FIN|5 File or Error Opening Project

If the user tries to open a graphic to edit it in Graphics Builder and gets the below error, it means the file is corrupt. It's very rare for that to happen but in the past we have seen this occur on slower networks when user initiates a "save" and then leaves the page before it could completely save. Could be something completely different that caused it. It's hard to say exactly without details. To resolve this, we would use an older snapshot to find the graphic, download it, then re-upload it to the latest snapshot. To avoid overwriting the current database with an older snapshot, you can maybe start a new project or transfer to different laptop that has engineering tool. If you want to send an older snapshot to us we can backup the old graphic and send it to you. Let us know.

Issue 2: Point displaying incorrect values, or not updating, or point degrades

If the user sees incorrect values, or not updating in graphic but does in DB Builder, or point degrades then they would want to look at this doc on how to debug and resolve their issue Point Resolve.

Issue 3: Points not showing up in the wizard whether creating a new graphic or adding points when in Graphics Builder

If the user encounters this, it could be that the unit tag is being used as a marker tag. The unit tag is reserved for number type points to state the unit of measurement. Run this query to check the project if any point is using the unit tag as a marker tag and fix them.

Issue 4: I can’t select the component

If a user can’t select a component, it’s usually because the non-interactive class has been applied. This class disables interaction, making the component unselectable and allowing clicks to pass through to elements underneath it.

To select and modify the component, follow these steps:

1. Open the Layers panel and locate the component you want to edit.

2. Select the component, then look at the Properties panel.

3. In the Classes field, remove the non-interactive class or adjust any other properties as needed.

Once the class is removed, the component becomes fully interactive and can be selected normally.

Issue 5: The component isn’t animating

Issues with a component not animating can stem from several causes, such as a deleted virtualPoint, incorrect point binding, missing tags, or conflicting programs that are all trying to control the same component. Use the steps below to diagnose and resolve the problem.

Virtual Point

1. Select the component in the graphic.

2. Open the Advanced Properties panel.

3. Check the virtualPointRef tag.

   • If it shows a random ID instead of the expected virtual point name, the original virtual point was deleted.

   • Re-bind the correct virtual point to the component.

If the virtual point reference looks correct, continue to the point binding section.

Point Binding

Incorrect or degraded bindings can cause wrong values, no updates, or broken behavior.
Refer to the guide here: Graphics Troubleshooting

Follow the troubleshooting steps in that section to confirm the point is properly bound.

Programs

Built‑In Components

For built‑in components, the easiest and fastest fix is to delete the component and re-add it.

Custom Components

If you're using custom components with custom programs:

• Make sure the custom program doesn’t conflict with the default programs.

• Verify that the component has all required tags so the correct program logic runs on it. Missing tags can prevent the program from associating to the component.