Task Sat in New Status too Long

In order for tasks to run, the task servers must be online and logged in with the designated Clarity account at all times. 
For 360 projects, the Autodesk identity token must also be valid, both on the task server and in the Clarity web portal.

Task not Claimed Sat in New Status

1.     Task Timeout: Task sat in a 'New' status for too long, not moving! TASKSERVER3: TaskServerOffline: Task Server unresponsive to ping. Last checkin was 5/8/2024 1:36:10           TASKSERVER1(WIN): TaskDisabled: The UNIFIEDSYNC type task is not available on this task server.TASKSERVER2(WIN): Unknown: Not sure...

     Or

2.     : RevitStartupProblem: Possible Revit startup problem (Dialog box, licensing, etc) on this server?

     Or

3.     Task Timeout: Task sat in a 'New' status for too long, not moving! Project has 1 designated Task Server(s):
(but there were NO appropriate task servers configured/available for this task? Check the assigned task server platforms?)

Issue

When a task is not claimed, there are several reasons this could happen, and the reasons could vary by task type or project type. 
When the task is not claimed, no journal is produced since Revit never claimed the task, so sending in diagnostics will not include any logs. 

Things to Check

  • The task server is logged in as the designated Clarity account
    • This is particularly important for the Revit Database Export task as it requires remote access to the database and only specific users have that access.
  • The Clarity task tray is running
  • For Clarity Windows task server tasks, verify that the service is running and the Log On As credentials are correct.
  • If you specified task servers in the Project, verify that the proper type of task server is selected for the tasks you are running.
  • Verify that the correct version of Revit is specified for the project in Clarity if this is an ACC project
    • The version we see on the Project Home page under Recently Updated Files/Revit Version, is the version we will use on the task server to process the task 
    • If the version in the web portal is incorrect, we will try to run the task as that version, but we will not be able to access the models.
  • Verify that the task server is configured for that version of Revit on the task server in the Clarity Task Tray
  • Does the Autodesk identity on the task server have permission to access those models
  • On the task server, from the desktop icon Launch Task Server, for that version of Revit to make sure there are no errors launching Revit. 

What to do in the Clarity Web Portal

  1. Make sure the task servers are showing as online and the credentials are valid.

Sending Diagnostics 

  • To send us diagnostics, send us logs from a task that did complete from the same timeframe as the one being skipped.
  • Logs roll over so please send in diagnostics as close to the time the task ran as possible.
  • Email support@rand.com to create a case if you are unable to successfully send diagnostics from the web portal. 
    • We will need a pdf of the completed task id page and the journal used in the task. for Revit tasks, and the content of the logs folder.  Example:  C:\ProgramData\IMAGINiT Technologies\Clarity Task Server 202#\Logs
https://imaginit.helprace.com/i730-how-to-send-in-diagnostics
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