> For the complete documentation index, see [llms.txt](https://help.besmart.software/p4v/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.besmart.software/p4v/troubleshooting-needed.md). # Troubleshooting Needed? ## Troubleshooting Steps If you have questions or need assistance while using the app, please consider reaching out to your local technical support. Providing them with as much information as possible will help ensure a quicker and more effective response. ### 1. Issue Description * Describe the issue in detail. * What were you trying to accomplish? * What action failed or produced an unexpected result? * What was the expected behavior? * What was the actual behavior? ### 2. Scope of the Issue Please help us understand how widespread the issue is. * Does the issue affect one user, multiple users, or all users? * Does it occur on one workstation or multiple workstations? * Does it affect one Vault or all Vaults? * Does it affect all files or only specific files, items, or datasets? * Can another user reproduce the same issue with the same data? * If applicable, can the issue be reproduced using a different Vault account? ### 3. Steps to Reproduce Please provide the exact steps that lead to the issue. * List the steps in the order they were performed. * Does the issue occur every time, or only occasionally? * If the issue is intermittent, how often does it occur? * Can the issue be reproduced using a simple test dataset or sample file? * If the issue only occurs with specific production data, please describe what makes that data different. ### 4. Evidence If possible, provide visual evidence of the issue. * Screenshots showing the error or unexpected behavior. * A screen recording demonstrating the complete workflow leading to the issue. * Screenshots of the publishing configuration. * The exact error message (copy and paste the text if possible). ### 5. System Information Please provide the following version information: * Publisher4VLT version * Autodesk Vault version * Operating system and version ### 6. History of the Issue * Did the functionality work correctly in the past? * When did the issue first appear? * Did it start suddenly or after a specific event? * Were there any system, Vault, or application changes before the issue started occurring? Examples: * Software installation or upgrade * Vault upgrade or configuration change * Windows updates * Hardware replacement * Network or infrastructure changes ### 7. Environment and Configuration Please verify the following: * The affected user has sufficient permissions to perform the operation. * The workstation and server meet the documented [system requirements](/p4v/system-requirements.md). * No security software is interfering with the process (antivirus, firewall, endpoint protection, etc.). * No recently installed applications or system changes could be affecting the behavior. ### 8. Troubleshooting Already Performed Please describe any actions you have already taken to resolve the issue. Include: * Configuration changes * Service restarts * Reinstallation attempts * Permission changes * Tests performed * Reinstallation attempts Please also mention anything that changed the behavior of the issue, even temporarily. Additionally, please confirm: * Has the affected workstation been restarted? * Has the Vault server been restarted? * If yes, did restarting either system have any effect on the issue? * Have you tried reinstalling the add-on? * If yes, did the reinstallation change the behavior? * Have you tried creating a new publishing configuration inside the current configuration (\*.cfg) file? * If yes, does the issue occur with the new publishing configuration as well? * Have you tried creating a fresh configuration (after backing up the existing configuration)? * The configuration files (`csc~Publisher4VLT*.cfg`) are located in the root of the `Project Explorer ($)` and may be hidden by default. If you remove (backup) them, Publisher4VLT will create new (empty) configuration files at startup. * If yes, does the issue occur with the new configuration as well? * Have you tested with a different user account? * Have you tested on a different workstation? * Have you tested with a simple test dataset or sample file? ### 9. Log Files Please provide all relevant log files, including: * Publishing logs (`c:\Users\Public\Documents\ArkanceSystems\Publisher4VLT\2026\*.log`) * Licensing logs (`C:\Users\USER\AppData\Local\Temp\Arkance\Licenses\Licence_147_*.log`) If additional logs are available for the affected workflow, please include those as well. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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