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.

   • For Windows task server tasks we use the Oauth credentials assigned to the project in the Clarity web portal for tasks that don't launch an Autodesk program.

   • Check the status of the task servers from the Tasks tab, Task Servers:  https://imaginit.helprace.com/i685-how-to-check-the-status-of-the-task-servers

   • 

   • If you select a Task Server you can see more information

   • 

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

If you tried to kill a task in the current tasks queue, or it shows that it has been in progress longer than expected, it's likely that Revit is unresponsive or has crashed.

The task will eventually clear itself out of the list of current tasks, since only the task server can notice that the Revit.exe process is no longer running and mark it as "presumed dead".  

The problem is, this could take some time, so if you want to hurry things along a bit you can try the process below.

Resolution

• Log onto the Task Server as the designated Clarity account.

• If Revit is hung, kill Revit using the Task Manager.

• Exit the Clarity Task Tray

• From the Clarity Task Server for Revit desktop icon, restart the task server

• From the desktop icon Launch Task Server, select any version of Revit.

This will let the host know that it is available to process tasks, and the hung task should clear out once another task is picked up by that task server.

If you are trying to get other tasks to run, you probably don’t want to wait for that to happen, so the resolution is to manually fix the issue on the task server.

Causes:

If we are waiting for a response in Revit while processing the task, but not getting it, we keep asking until the task times out.  An example would be if we can’t get access to an element because another use needs to relinquish it.

We also see a task stuck in the claimed status if Revit crashes or we run out of system resources.

Resolution:

Since we can’t kill it from the Clarity web portal, it will be necessary to log onto the task server as the designated Clarity account to resolve this if you don't want to wait for it to work itself out.

It is critical that you log onto the machine as the designated Clarity account only.  Logging on as a different Windows identity doesn’t have the same permissions needed to run all of the tasks as the Clarity account.  This also tends to cause issues with the logs as well.

Once you are logged in:

• Make sure Revit isn’t running, if it is you may need to kill it from the Task Manager if closing it by other means doesn’t work.

• Exit the Clarity Task Tray by right clicking on the icon in the Windows Task Tray and select Exit

  • 

• From the Desktop Icon Clarity Task Tray for Revit start the Clarity task tray

  • 

• From the Desktop Icon “Launch Task Server” for the version of Revit you are trying to run the next task on

  • 

This will generally clear the claimed task, but there may be times that you will need to restart the Monitoring service from the Server tab, Central Host.