This page contains the following topics:

Unable to Find Running Graphic Hub / Terminal

Graphic Hub REST is unable to find the Graphic Hub Terminal, this is just information! As long as the informational box above reports connected, everything is fine!

• Check if the status information reports that the Graphic Hub REST is connected.

• Check all network blocking applications, such as firewalls, anti-virus software, VPNs, virtual network adapters, etc.

• Request from the system administrator that necessary ports on the company’s firewall are opened. Refer to the List of Ports Used for Graphic Hub Network Connectivity.

• Check if the Hostname / IP of Graphic Hub Terminal is reachable from the host of Graphic Hub REST.

Service Cannot Be Started During Installation

Check if Service Control Manager is open. If it is, close it.

Service Cannot Be Started After Installation

• If the REST agent is installed on a machine that is already hosting an application on port 80, the agent fails to startup and terminates. To fix this issue, manually change the port in the Web Server Configuration Settings. The GH REST web server configuration file can be found in the REST agent installation directory at .\config\rest.conf. After changing the value of server.port = [new_port], open the configuration page http://127.0.0.1:[new_port]/config.html to configure Graphic Hub REST.

• If the standard browser login appears, please close it. Click logout and login with your Graphic Hub administrator account. Check the user name and password (case sensitive) through a login to your configured Graphic Hub via Graphic Hub REST.

• Use the Service Control Manager to restart the REST service. If the service cannot be restarted this way, contact Vizrt CA.

REST Is Not Reachable or REST Cannot Connect to Graphic Hub

• Check all network blocking applications, such as firewalls, anti-virus software, VPNs, virtual network adapters, etc.

• Request from the system administrator that necessary ports on the company’s firewall are opened. Refer to the List of Ports Used for Graphic Hub Network Connectivity.

REST Is Returning Unexpected Data

1. Open the REST configuration page.

2. Check which Graphic Hub server the REST service is bound to. If REST is bound to the wrong Graphic Hub server, change the binding.

REST Is Unresponsive to Requests or Requests Are Timing Out

Use the Service Control Manager to restart the REST service.

GH REST Unresponsive / Clients Failing in Graphic Hub Pilot Data Setup

Symptom: GH REST service becomes unresponsive or extremely slow. Viz Pilot clients (Director, Pilot Edge via PDS, ActiveX in NRCS) fail to connect, load data, or save data, potentially showing timeout errors or generic connection failure messages. The GH REST Web UI might also be inaccessible. Restarting GH REST (and sometimes PDS or the GH Cluster) temporarily resolves the issue.

Primary Cause: Resource exhaustion on the GH REST server, typically due to a combination of high request volume (especially from PDS indexing/changelog polling or many clients) and potential network instability causing improper socket closure.

Troubleshooting Steps:

1. Verify the Viz GH Rest Service is running in services.msc.

2. Can you ping the GH REST server from a client machine? Can the GH REST server ping the Graphic Hub server(s)?

3. Examine logs (C:\ProgramData\Vizrt\Viz GH Rest\logs) for errors. Look for:

   • Session pool exhausted: Indicates all GH sessions are busy.

   • Waiting request took too long: Requests are queuing and timing out.

   • Connection errors to the Graphic Hub server.

   • Errors related to thread pool exhaustion or socket errors.

4. Check GH Logs (via GH Terminal Report): Look for corresponding errors around the time of the issue:

   • Deadlock detection messages.

   • Session instability (frequent connect/disconnect logs for the GH REST user).

   • License errors (if related to license server connectivity issues).

   • High number of open transactions (if applicable, in cluster mode).

5. On the GH REST server, run: netstat -ano -p tcp | findstr <REST_PORT> (for example, findstr 19398). Look for an unusually high number of connections, especially in CLOSE_WAIT or TIME_WAIT states.

   • High CLOSE_WAIT: Suggests GH REST is waiting for clients to acknowledge connection closure, indicating potential client-side or network issues preventing clean shutdowns.

   • High TIME_WAIT: Often normal with high connection churn (many short connections), but excessive numbers could indicate socket exhaustion is possible.

6. Check GH REST access logs (if enabled) or use GH Manager (Tools > Monitor Servers ) and GH logs to identify peak load times and sources (e.g., PDS indexing, many NRCS clients starting). Does the issue correlate with specific high-load periods?.

7. If network issues are suspected, perform Wireshark captures between client<->GH REST and GH REST<->GH Server during the problem period. Look for TCP Resets (RST packets), excessive retransmissions, or failed connection handshakes.

8. Check GH REST, GH, PDS, and MSE configurations against recommended settings. Ensure consistent use of hostnames/IPs and correct binding. Verify third-party software exclusions.

9. Ensure GH REST (2.9.3 or higher), Graphic Hub (3.9.3 or higher), and PDS (9.3.1 or higher) are on the latest versions.