BIMcloud Server cannot be started

[Istvan Moharos]

Related versions: 2018.2 and newer The BIMcloud Server is stopped and cannot be started anymore. The BIMcloud Manager is still accessible from Archicad and from a browser as well. From version 19, although, the BIMcloud Control Icon shows that the Server is running, but the Manager's web user interface shows that it is stopped.

Troubleshooting process

1. Make sure that the BIMcloud Basic is activated

   In case of BIMcloud Basic, make sure that the BIMcloud Basic is activated with a GRAPHISOFT ID.

2. Is there any free space in the hard drive(s)?

   1. Check the available free space in the disk(s) where the BIMcloud / BIMcloud Basic components are installed. Free at least 15 percent of the storage space.
   2. Check the available free space in the disk(s) where the Projects, Attachments, BlobCache and Files folders are stored. Free at least 15 percent of the storage space.

3. Are the Projects, Attachments, BlobCache and Files folders stored on an external drive or on a network shared folder?

   1. Make sure that BIMcloud / BIMcloud Basic can read and write the affected drive with at least 100 MB/s speed.
      1. Check the possible speed of the storage (IOPS, random 4k read/write speed).
      2. Check the possible speed of the cables.
      3. Test the real speed between BIMcloud / BIMcloud Basic and the affected folders.
   2. BIMcloud / BIMcloud Basic services (on Windows) or daemons (on macOS) are run by the local system administrator user. Make sure that this user has full access to these folders.

4. Restart the services manually

   Restart the BIMcloud / BIMcloud Basic services (on Windows) or daemons (on macOS) manually.

5. Restart the server computer

6. Check for updates

   Make sure that all Archicad clients and BIMcloud / BIMcloud Basic components are updated to the latest build.

7. Delete the BlobCache database

   1. Stop the BIMcloud Server / BIMcloud Basic Module service (on Windows) or daemon (on macOS) manually.
   2. Open a File Explorer (on Windows) or Finder (on macOS) window and navigate to the BlobCache folder. Locations:
      • Windows:
        • C:\Program Files\GRAPHISOFT\BIMcloud\Server-<YYYY-MM-DD>\BlobCache\ where YYYY-MM-DD is the date of installation
      • macOS:
        • System drive/Applications/GRAPHISOFT/BIMcloud/Server-<YYYY-MM-DD>/BlobCache/ where YYYY-MM-DD is the date of installation
   3. Delete the whole content of the BlobCache folder.
   4. Start the BIMcloud Server / BIMcloud Basic Module service (on Windows) or daemon (on macOS) manually.

   Please Note

   Deleting the BlobCache database will NOT cause any data loss.

8. In case of version 19, delete the Mailboxes database

   1. Stop the BIMcloud Server / BIMcloud Basic Module service (on Windows) or daemon (on macOS) manually.
   2. Open a File Explorer (on Windows) or Finder (on macOS) window and navigate to the Mailboxes folder. Locations:
      • Windows:
        • C:\Program Files\GRAPHISOFT\BIMcloud\Server-<YYYY-MM-DD>\Mailboxes\ where YYYY-MM-DD is the date of installation
      • macOS:
        • System drive/Applications/GRAPHISOFT/BIMcloud/Server-<YYYY-MM-DD>/Mailboxes/ where YYYY-MM-DD is the date of installation
   3. Delete the Mailboxes.db file.
   4. Start the BIMcloud Server service (on Windows) or daemon (on macOS) manually.

   Please Note

   Deleting the Mailboxes database will cause that the previously sent user messages will be lost.

9. Contact your local GRAPHISOFT support representative

   During the investigation the BIMcloud log files might be necessary.