Checking Runtime connectivity

If you are experiencing problems with Pega Workforce Intelligence™, perform as many of the following tasks as you can before you contact Pega Workforce Intelligence support.

The following tasks verify that Pega Robotic Automation Runtime is working correctly for your Workforce Intelligence implementation. The information that you gather can help your support representative to quickly resolve any problems.

Pega Robotic Automation Runtime is required on all Workforce Intelligence associate desktops to collect the data that Workforce Intelligence interprets and presents.

Verifying that Pega Robotic Automation Runtime is running

To confirm that Pega Robotic Automation Runtime is running on the associate’s computer, perform the following steps.

  1. Check the system tray to see if the Pega Robotic Automation Runtime icon is displayed in the system tray.
    If you see the following icon, Pega Robotic Automation Runtime is running properly.
"Runtime icon"
Runtime icon

Go to Verifying that you can connect to the Workforce Intelligence server.

  1. If the icon detailed in the previous step does not display in the system tray, press Ctrl+Alt+Del and select Start Task Manager. Then, click the Processes tab and look for the OpenSpan.Runtime.exe process.
"Task Manager"
Task Manager

If you see the process, Pega Robotic Automation Runtime is running properly. Go to Verifying that you can connect to the Workforce Intelligence server.

  1. If you do not see the process detailed in the previous step, press the WinKey and enter shell:startup, and then verify that Pega Robotic Automation Runtime or Runtime Launcher is in the Startup folder.
If you have installed Pega Robotic Automation Updater, Runtime Launcher displays in the Startup folder.
  1. If Pega Robotic Automation Runtime or Runtime Launcher are not in the Startup folder, use the File > New > Shortcut option to add Pega Robotic Automation Runtime or Runtime Launcher to the Startup folder and run Pega Robotic Automation Runtime from the Start menu.
    The default Runtime installation folder is either of the following paths:
    • For 64-bit: C:\Program Files (x86)\OpenSpan\OpenSpan Runtime Enterprise
    • For 32-bit: C:\Program Files\OpenSpan\OpenSpan Runtime Enterprise

Go to Verifying that you can connect to the Workforce Intelligence server.

Verifying that you can connect to the Workforce Intelligence server

To confirm that the associate’s computer can connect to the Workforce Intelligence server, perform the following steps.

  1. Open a browser and go to the following website to display the Workforce Intelligence login page: https://<Tenant>-wfi.pega.com

Where <Tenant> is the customer’s tenant name in Pega Robotic Automation Deployment Portal.

  1. If the website times out, then connectivity to Workforce Intelligence is not set up properly. Contact Pega Workforce Intelligence support.

If the login page displays, go to Verifying that the Workforce Intelligence server can receive data.

Verifying that the Workforce Intelligence server can receive data

To confirm that the Workforce Intelligence server can receive the data that is collected by Pega Robotic Automation Runtime, perform the following steps.

  1. From the desktop, open a web browser and go to the following website: https://<Tenant>-ingest.wfi.pega.com/ingest/events

Where <Tenant> is the tenant name that is assigned to your organization in Pega Robotic Automation Deployment Portal.

  1. Depending on the browser you are using, ensure that you receive the following results:

Microsoft Internet Explorer

"Internet Explorer"
Internet Explorer

Google Chrome

"Google Chrome"
Google Chrome

Mozilla Firefox

"Mozilla Firefox"
Mozilla Firefox
  1. If you do not see the correct result for your browser or your browser times out, then connectivity to ingest is not set up properly. Contact Pega Workforce Intelligence support.

If you see the correct result, go to Checking the CommonConfig.xml settings.

Checking the CommonConfig.xml file settings

To confirm that the CommonConfig.xml file is set up correctly, perform the following steps.

  1. Based on your version of Windows, locate the CommonConfig.xml file in one of the following folders:
Windows 10 C:\ProgramData\OpenSpan\CommonConfig.xml
Windows 8.1 C:\ProgramData\OpenSpan\CommonConfig.xml
Windows 7 C:\ProgramData\OpenSpan\CommonConfig.xml
Windows XP C:\Documents and Settings\All Users\Application Data\OpenSpan\CommonConfig.xml
  1. Open the CommonConfig.xml file in a text editor, such as Notepad, and verify that the settings match the configuration that is provided in the Runtime Installation Guide that is provided to you by the Pega Workforce Intelligence Services team. For more information about this guide, contact Pega Workforce Intelligence support.
    The following image details an example of the server configuration:
"CommonConfig.xml file"
CommonConfig.xml file
  1. Verify that the settings were changed in the body of the configuration file and not in the commented out section at the top of the configuration file.
    The following list is a summary of the key settings that are needed for Workforce Intelligence:
    • ServerConfiguration tenant=”tenant name” – Set to the Pega Robotic Automation Deployment Portal tenant name that is assigned to your organization.
    • Server name="Config" – Depending on your location, ensure that you have the correct settings:
      • For North America, set the baseURL key to https://omc.openspan.com/ and set the enabled key to True.
      • For Europe, set the baseURL key to https://eu-omc.openapan.com/ and set the enabled key to True.
      • For the Asia-Pacific region, set the baseURL key to https://ap-omc.openspan.com/ and set the enabled key to True.
    • Server name="Intelligence” – Set the baseURL key to the URL of your Workforce Intelligence Server (https://<Tenant>-wfi.pega.com) and set the enabled key to True. Where <Tenant> is the tenant name assigned to your organization in Pega Robotic Automation Deployment Portal.
    • Server name="IdP” – Set the baseURL to the URL of your IdP (Identity Provider) server and set the enabled key to True.
    • proxyAddress – If you use a proxy server for internet access, set the proxyAddress key to your proxy server location. For additional assistance, contact Pega Workforce Intelligence support.
  2. If the key settings in your CommonConfig.xml file do not match the settings listed in the Runtime Installation Guide that is provided to you by the Pega Workforce Intelligence Services team, make the necessary modifications, save the file, and then restart Pega Robotic Automation Runtime.

If the settings match, go to Checking the RuntimeConfig.xml file settings.

Checking the RuntimeConfig.xml file settings

To confirm that the RuntimeConfig.xml file is set up correctly, perform the following steps.

  1. In Pega Robotic Automation Deployment Portal, verify that the RuntimeConfig.xml file settings match those that are provided to you by the Pega Workforce Intelligence Services team in your User Configuration Guide. For more information about this guide, contact Pega Workforce Intelligence support.
  2. If the settings are correct, verify that the associate is receiving the correct RuntimeConfig.xml file from Pega Robotic Automation Deployment Portal. The RuntimeConfig.xml file is located in the %appdata%\OpenSpan folder.
  3. Compare the configuration file settings to the settings in Pega Robotic Automation Deployment Portal and the settings that are listed in the Runtime Installation Guide that was provided to you by the Pega Workforce Intelligence Services team. For more information on Pega Robotic Automation Deployment Portal, see the Pega Robotic Automation Deployment Portal User Guide.
  4. If the key settings in your RuntimeConfig.xml file do not match the settings that are listed in your Runtime Installation Guide, make the necessary modifications, save the file, and restart Pega Robotic Automation Runtime.

If the settings match, go to Ensuring that the EventCache.db file exists.

Ensuring that the EventCache.db file exists

The EventsCache.db file is generated after you start Pega Robotic Automation Runtime. To locate this file and make sure that Pega Robotic Automation Runtime is set up correctly, perform the following steps.

  1. Locate the EventsCache.db file in the %localappdata%\Openspan folder.
  2. Check the size of the EventsCache.db file. This file should be 2 KB. If the file size is greater than 2 KB, it means that the data is being cached locally and Pega Robotic Automation Runtime is unable to send the data to the cloud environment.
    For additional assistance, contact Pega Workforce Intelligence support.
  3. If the OpenSpan folder is missing or the EventsCache.db file is missing from the LocalAppData folder, it means that the RuntimeConfig.xml file is not set up correctly. For more information, refer to the configuration information that is provided to you by Pega Workforce Intelligence Services in the Runtime Installation Guide. If you need additional assistance, contact Pega Workforce Intelligence support.
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