Question
VA
US
Last activity: 11 Aug 2025 15:34 EDT
PEGA Robot Runtime not opening
So I do not believe this is a software issue as I have some users able to run the software and others cannot. I was curious if there were some underlying system requirements to get the robot runtime to apply the startup project (I use the config file). For some of my guys I'll start the software and it just kills itself in the initial loading phase. Any tips offered would be helpful.
Updated: 11 Aug 2025 15:34 EDT
Pegasystems Inc.
US
@JahriC17390650 If you are using the StartupProject in the PegaRuntimeConfing and your users have access to that path, then it should be working. I would suggest enabling the RuntimeLog and seeing what might be happening. It is likely that they either do not have access to that path, or they are missing something with the installation. It might also be that they have access to the path, but on startup, you have any automation that they cannot execute for some reason (perhaps they do not have something that you require in your automation).
Updated: 11 Aug 2025 15:34 EDT
VA
US
@ThomasSasnett by chance is there something in the config that would prevent individual users from opening runtime if i copied the same config for each machine?
Updated: 11 Aug 2025 15:34 EDT
Pegasystems Inc.
US
@JahriC17390650 If they are running the same config files, then the issue is not with the file but something else. Do all users have access to the path where you have the StartupProject located?
Updated: 11 Aug 2025 15:34 EDT
VA
US
@ThomasSasnett Yes they do. One thing I just noticed was that my form w/buttons UI that pops up for the automation hasn't on one of my benched machines with runtime installed. I feel like the problem is small for that but can't figure out whats going on and my users that can't open it are missing log files somehow.
Updated: 11 Aug 2025 15:34 EDT
Pegasystems Inc.
US
@JahriC17390650 I would check the %ProgramData%\Pegasystems\CommonConfig.xml. Look at the "ConfigurationLocation" node and see if its value is set to ApplicationData. If so, the RuntimeConfig should be read from %AppData%\Pegasystems unless you are using Robot Manager. Once you locate the RuntimeConfig it is using, I would make any changes you need to it to enable logging. Make sure you are logged-in as that user since %AppData% is unique for each user. You can change the "ConfigurationLocation" to "CommonApplicationData" if you cannot access their individual %AppData% folder and logs and the RuntimeConfig will be written to and read from the %ProgramData%\Pegasystems folder.
Typically, I set the following values in the PegaRuntimeConfig.xml;
<Logging Enabled="true" AsyncOutput="true" />
<maximumFileSize value="5000MB" /> - Make this 500MB or greater
<Category name="Default" logLevel="4" /> - I set the logLevel to 4 for every category.
Once you have these enabled, go ahead and save the file and mark it read-only. This will prevent it from being downloaded from Robot Manager while you are testing (afterwards, you should remove the read-only flag to allow it to be updated from Robot Manager again).
Updated: 11 Aug 2025 15:34 EDT
VA
US
@ThomasSasnett These are the recent logs. Not sure how to resolve this or what package its attempting to download. It wants to search for servers in the package downloader but when I installed this software I selected not to use robot manager or connect to a server.
@ThomasSasnett These are the recent logs. Not sure how to resolve this or what package its attempting to download. It wants to search for servers in the package downloader but when I installed this software I selected not to use robot manager or connect to a server.
WARN | 2025-08-05 11:33:53.349 AM | 1 | 7360 | Product Loader | Load was NOT successful INFO | 2025-08-07 11:13:17.640 AM | 1 | 28444 | Product Loader | *** Initializing *** INFO | 2025-08-07 11:13:17.651 AM | 1 | 28444 | Product Loader | Exe: 'C:\Program Files (x86)\Pegasystems\Pega Synchronization Engine\Pega.ProductLoader.exe'. Version: ' Proprietary information hidden'. INFO | 2025-08-07 11:13:17.966 AM | 1 | 28444 | Product Loader | Factory created loader for Product: 'Runtime2'. Loader Type: Pega.ProductLoader.Services.RuntimePackageDownloaderLoader INFO | 2025-08-07 11:13:18.034 AM | 1 | 28444 | Product Loader | Opened event: Global\PEGA_UPDATER_COMPLETION_MUTEX INFO | 2025-08-07 11:13:18.034 AM | 1 | 28444 | Product Loader | Opened event: Global\PEGA_UPDATER_FAILURE_MUTEX INFO | 2025-08-07 11:13:18.041 AM | 1 | 28444 | Product Loader | Updater Service reports ready ERROR | 2025-08-07 11:13:22.191 AM | 1 | 28444 | Product Loader | Failed to retrieve product Runtime2 current version ERROR | 2025-08-07 11:13:22.191 AM | 1 | 28444 | Product Loader | Unable to parse Version returned from DownloaderService. Return Value: '' WARN | 2025-08-07 11:13:22.191 AM | 1 | 28444 | Product Loader | Unable to get latest version from server, trying to determine latest cache version. WARN | 2025-08-07 11:13:22.191 AM | 1 | 28444 | Product Loader | Unable to get latest cache version, trying to determine current product version. INFO | 2025-08-07 11:13:22.207 AM | 1 | 28444 | Product Loader | Starting Package Downloader - 'C:\Program Files (x86)\Pegasystems\Pega Robot Runtime v22\Pega.PackageDownloader.exe' INFO | 2025-08-07 11:13:33.984 AM | 1 | 28444 | Product Loader | No package manifests returned. Loader will exit without loading Runtime2 INFO | 2025-08-07 11:13:33.984 AM | 1 | 28444 | Product Loader | Suppressing no package dialog, ShowNoPackageDialog setting is false. WARN | 2025-08-07 11:13:34.007 AM | 1 | 28444 | Product Loader | Load was NOT successful INFO | 2025-08-07 11:14:09.219 AM | 1 | 7428 | Product Loader | *** Initializing *** INFO | 2025-08-07 11:14:09.219 AM | 1 | 7428 | Product Loader | Exe: 'C:\Program Files (x86)\Pegasystems\Pega Synchronization Engine\Pega.ProductLoader.exe'. Version: ' Proprietary information hidden'. INFO | 2025-08-07 11:14:09.372 AM | 1 | 7428 | Product Loader | Factory created loader for Product: 'Runtime2'. Loader Type: Pega.ProductLoader.Services.RuntimePackageDownloaderLoader INFO | 2025-08-07 11:14:09.424 AM | 1 | 7428 | Product Loader | Opened event: Global\PEGA_UPDATER_COMPLETION_MUTEX INFO | 2025-08-07 11:14:09.424 AM | 1 | 7428 | Product Loader | Opened event: Global\PEGA_UPDATER_FAILURE_MUTEX INFO | 2025-08-07 11:14:09.424 AM | 1 | 7428 | Product Loader | Updater Service reports ready ERROR | 2025-08-07 11:14:09.620 AM | 1 | 7428 | Product Loader | Failed to retrieve product Runtime2 current version ERROR | 2025-08-07 11:14:09.620 AM | 1 | 7428 | Product Loader | Unable to parse Version returned from DownloaderService. Return Value: '' WARN | 2025-08-07 11:14:09.620 AM | 1 | 7428 | Product Loader | Unable to get latest version from server, trying to determine latest cache version. WARN | 2025-08-07 11:14:09.620 AM | 1 | 7428 | Product Loader | Unable to get latest cache version, trying to determine current product version. INFO | 2025-08-07 11:14:09.620 AM | 1 | 7428 | Product Loader | Starting Package Downloader - 'C:\Program Files (x86)\Pegasystems\Pega Robot Runtime v22\Pega.PackageDownloader.exe' INFO | 2025-08-07 11:14:10.534 AM | 1 | 7428 | Product Loader | No package manifests returned. Loader will exit without loading Runtime2 INFO | 2025-08-07 11:14:10.534 AM | 1 | 7428 | Product Loader | Suppressing no package dialog, ShowNoPackageDialog setting is false. WARN | 2025-08-07 11:14:10.553 AM | 1 | 7428 | Product Loader | Load was NOT successful
Updated: 11 Aug 2025 15:34 EDT
VA
US
Updated: 11 Aug 2025 15:34 EDT
VA
US
@ThomasSasnett I figured out part of my problem. The %appdata% runtimeconfig file didn't have a project to start. My current issue is that while it says that the project is open, it does not display the UI of the project and therefore does nothing. But this is a big step from runtime closing out on me.
Updated: 11 Aug 2025 15:34 EDT
Pegasystems Inc.
US
@JahriC17390650Do you have Runtime logging enabled? In your PegaRuntimeConfig.xml, make sure you have logging enabled. You should then get a file (or files) named PegaRobotRuntime.log in %AppData%\Pegasystems\Logs. These should tell you what is happening when Runtime loads your package.
Updated: 11 Aug 2025 15:34 EDT
VA
US
@ThomasSasnett Thanks for being a huge help I learned that someone changed a file name which broke the automation.
Updated: 11 Aug 2025 15:34 EDT
Pegasystems Inc.
US
@JahriC17390650You're welcome. If you're ever intimidated by the volume of messages in the logs, the article below will show you how to parse a log file down to essentially the gray and blue lines. Since these are the parts of the project you as the developer build, it is much easier to follow along with when looking for things like this.
Essentially, you create two files; one containing the text you want the command to find lines containing and the other to execute the command. If your org prevents running bat files, you can also run the command from the command line. If that still doesn't work for you, any modern text editor has the ability to mark lines, and you could essentially search for and mark all the gray and blue lines in the log and then copy them to a new file.