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Version 2023 issues - displays resizing, repositioning, InTouch goes nonresponsive

Stephen Ballard

Anyone having issues with System Platform 2023?  

InTouchManagedApp had been working fine for about 4 months since upgrading to v2023...burn-in period seemed good with not problems reported from Operations.

Now users are reporting the InTouch displays are randomly shrinking and then being repositioned onto one monitor (2-monitor workstation)

Then after about 5-10 seconds the displays return to full screen and return to normal appear onto their original monitors, location and correct state as before.

Operators reporting this happens about every 30 minutes when they're actively interacting on the displays (sending commands, navigating)

Also operators reporting slower response on navigation and response when interacting with graphics.

Restarting workstations or re-deploying seems to temporarily make the problem go away.

Network has been verified to not having bandwidth issues.  Workstations are Windows 10, 16GB, Xeon 24 Core, RAID 10, Performance Monitor not showing high useage.

Screenshot shows the two displays that appear on 1 monitor (the issue)....whereas when working normal, each display on it's own monitor

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  • 0

    Hi Stephen,

    This certainly is weird.  I am a little out of touch (no pun intended) with InTouch and maybe some others here know of a reason for this behaviour.  This is a bit of a longshot, but I did see some strange behaviours on my own laptop (which does not have any AVEVA software installed) right after I upgraded my NVidia graphics card. I had inadvertently modified the NVidia desktop manager and it created quite a bit of havoc - It forced all the dialogues and applications to open on one screen and this caused a siilar type of flickering.  I am not saying that is the reson, but if you do have some desktop manager installed as part of your graphics card, it may be a good start to disable that.

    If it keeps behaving badly and no one on here can come up with a good solution, it may be worth opening a support ticket and let some of the InTouch experts look at it.

     - Ernst

  • 0 in reply to Ernst van Wyk

    Hi Ernst,
    Thank you for the reply and your ideas.  (nice pun, btw). 
    We certainly are "wonderware-ing" this problem is and how to fix it.   

    1. NVIDIA:  We've updated to the newest NVIDIA driver and also gone back to the prior version and the problem still happens (two shrunk displays on one monitor).  We've not changed to a replacement graphics card (but can try that).  We will try disabling the NVIDIA "desktop manager" to see if that prevents it from happening.  As you mentioned "longshot" (noted)...but we'll try anything at this point.  One thing to note, we have 30+ other workstations in different plants with the same workstation type and NVIDIA card type (and driver version)....and those workstations do not show this issue.

    2. In my original post, I also mentioned users reporting "slower response on navigation and response when interacting with system platform graphics".  Since we've upgraded to System Platform v2023 sp1, this "slower" and sluggish response is being noted by more users on InTouch for System Platform.

    3. Support Ticket - yes, we've opened a support ticket.  David Ujifusa (AVEVA) is going to work with us next week

  • 0 in reply to Stephen Ballard

    Thanks for the feedback.  Yeah, that NVidia desktop manager allows some very powerful features, but some are accidentally set, it gets quite frustrating. I do not think the physical card itself is to blame and the fact taht other installations are behaving seems to indicate something is different with this environment, but other than some weird desktop manager or OS desktop setting, I cannot think what it could be.

  • 0 in reply to Ernst van Wyk

    copy that Ernst.  much appreciated for your time here and thoughts. 
    We'll work with David Ujifusa (AVEVA) next week and go through our SMC log flags and such and discuss more of the details, sort of difficult to do here through email to get all the nuances and specifics.  More to come, thanks again.      ---- > Steve

  • 0 in reply to Stephen Ballard

    Let us know what the issue was. Also I see you are using a managed application. Are you using Intouch native graphics or industrial graphics ? in 2023 it would be a good time to move to industrial graphics and may save you this hassle in future

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  • 0 in reply to RAINER CARLTON DSOUZA

    Thank you Rainer.  We'll see what David Ujifusa (AVEVA) finds out after digging through things on our system and let you know.   Recall there are two issues here.  (1) the displays shifting to one monitor and shrinking, and (2) the slow response when interacting with system platform graphics and sluggish navigation and refreshing.

    We were having no issues at all on until we upgraded to v2023 sp1 (same machines, no hardware or OS upgrade).

    To your question: Are you using Intouch native graphics or industrial graphics?  Answer: we are using industrial graphics.

  • 0 in reply to Stephen Ballard

    Another explanation....

    In the InTouchViewApp HMI running...    we'd poke around, navigating, opening pop-ups, other windows and such

    1. we'd see the timeclock (a graphic element on the InTouch display) freeze about every 5-10 seconds and then come back after various lengths of time (5-15 seconds)
              a. we noticed screens would start to get slow to display the data as well
              b. also noticed the "######" no data in the graphic element live data animation field
    2. We got it where the realtime alarms page would not show the alarms
    3. then it seemed like the display generation (call-up) was lagging behind and trying to display things but most of the displays were "blank"....and you can see it trying to pull up something because it'd flicker every-so-often.
    4. but if we started poking around again, opening pop-ups and such....it started to lag behind...and the clock time graphic object would freeze
      1. when waiting for (sometimes from 1 to 5 minutes) it'd then refresh everything and then it seemed like the InTouchViewApp HMI caught up to itself and then appeared okay.
    5. During this "lagging" or "catching up" behavior we also had Historian Trend Client running (the stand-alone, separate application and had the CPU utilization tag on a trend in "play" mode so it's show the trend line refreshing.
      1. curious?  we thought maybe that's a different client connection outside of InTouch, so maybe that's why it wasn't having issues
      2. there was no lag in the trend, it was on a 1-minute view window and it would scroll along very happily with no lag.
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