Question
Australia and New Zealand Banking Group Ltd
IN
Last activity: 19 Jan 2024 7:51 EST
Unable to start bot via Robot Manager
I can see error from Pega.ProductLoader logs that "Package Downloader returned an error -20".
ERROR | 2023-11-29 06:20:34.169 PM | 1 | 824 | Product Loader | Product Runtime2 is not installed INFO | 2023-11-29 06:20:34.506 PM | 1 | 824 | Product Loader | Factory created loader for Product: 'Runtime'. Loader Type: Pega.ProductLoader.Services.RuntimeLoader INFO | 2023-11-29 06:20:34.514 PM | 1 | 824 | Product Loader | Starting Package Downloader - 'C:\Program Files (x86)\Pegasystems\Pega Robot Runtime\Pega.PackageDownloader.exe' ERROR | 2023-11-29 06:20:53.343 PM | 1 | 824 | Product Loader | Package Downloader returned an error: error code -20 WARN | 2023-11-29 06:20:53.345 PM | 1 | 824 | Product Loader | Load was NOT successful
I checked correct
***Edited by Moderator Marije to add Support CAse ***
Accepted Solution
Pegasystems Inc.
GB
@MarijeSchillern Support ticket INC-A26847 (Unable to start bot via Robot Manager) has been resolved.
You confirmed that your IT team fixed issue to download the package in runtime machine and that you were happy to close incident.
I will therefore also mark this PSC question with the accepted solution that the issue was due to the original analysis done 27th December:
There was an access issue for downloading a package in runtime machine and there was a 2-week 'technology shutdown' which prevented the IT Team to work on to downloading the required package.
.
Pegasystems Inc.
US
@RohitkumarP7721Is your Synch server up? Is this unique to one machine?
Australia and New Zealand Banking Group Ltd
IN
@ThomasSasnettWe are not useing sync server . I will try to another system and get back to you.
I attached Runtime Log for reference.
Note: For Package we are useing S3 Bucket and Robot Manager is enable on Pega Cloud.
Pegasystems Inc.
US
@RohitkumarP7721 I don't believe this is a full log. Make sure you set all categories to Verbose (level=4). There may be two log files generated when you start named "RuntimeLog.txt" (one for loader and one is for Runtime). They may also be named "PegaRobotRuntime.log" if you are using 22.1. You can attach both.
To set your logs to verbose, you can edit your RuntimeConfig.xml (or PegaRuntimeConfig.xml in 22.1). Locate the FilePublisher section and make sure it is enabled (or simply the "Logging section in 22.1). At the bottom of file are the log categories. Set each one to level 4. You can do this through a "Find and replace".
Find - logLevel="3"
Replace - logLevel="4"
Australia and New Zealand Banking Group Ltd
IN
We are using Pega Robotic Runtime version 19.1.118. I attached both files.
Pegasystems Inc.
US
@RohitkumarP7721 The error message indicates the package is corrupted. I suggest you open a support request as we will need to examine the package to see what might have caused that. Please let us know the INC ID when you open the request.
Australia and New Zealand Banking Group Ltd
IN
I raised Support request INC-A26847.
I am able to run package on another VDI via load local project .. Basically there is no code on package. I just add windows form and Form Started even i just show messagebox.
Coforge Limited
GB
@RohitkumarP7721 Pega.ProductLoader is delivered as part of pega sync engine which gets installed along with runtime. by default runtime starts using pega.loader and Pega.ProductLoader just to ensure it opens correct version of runtime. If you are not using sync server, can you stop updater service in services.msc in the robot machine and try once? Usually you see Product Runtime2 for 22.1 version of runtime in sync server repository folder.
Updated: 9 Jan 2024 12:57 EST
Pegasystems Inc.
GB
@RohitkumarP7721 I can see that ticket INC-A26847 (Unable to start bot via Robot Manager) is still open and pending your update.
Yesterday you were asked:
"Please check with your IT team to resolve the access issue to download the package in runtime machine .Please get an ETA in order to fix your access issue ".
---> Please can you continue your communication with our support team in the open ticket?
Accepted Solution
Pegasystems Inc.
GB
@MarijeSchillern Support ticket INC-A26847 (Unable to start bot via Robot Manager) has been resolved.
You confirmed that your IT team fixed issue to download the package in runtime machine and that you were happy to close incident.
I will therefore also mark this PSC question with the accepted solution that the issue was due to the original analysis done 27th December:
There was an access issue for downloading a package in runtime machine and there was a 2-week 'technology shutdown' which prevented the IT Team to work on to downloading the required package.
.