Troubleshooting: Incompatibility Errors

This topic includes links to information that can assist in working through an issue.

Issue

While logging into the Vault Server, the following error message appears:

"<Vault Client Edition Year> is not compatible with the following applications on <VAULTSERVERNAME or VAULTIPADDRESS>"

...

The message may appear using:

• Vault Thick Client
• CAD Integration
• Thin Client

Solution

1. Check if the Vault Client and Server are installed in environments supported by the software. See Vault System Requirements.

2. Check disk space on the Vault Server and restart the Vault Server.

3. Check the Vault version.

   • Ensure that the Vault Client version being used is not higher than the Vault Server. See Vault Client and Server compatibility with older releases.
   • If the error is occurring when connecting to the Thin Client, make sure that the same version of the Thin Client is installed on the server, and that any previous version of the Thin Client is removed.
   • To resolve the inconvenience, uninstall newer version from client computer, install the same version/edition as Vault server or upgrade the Vault server to same version as client.
   • This error can occur if no Vault licenses are available. Regenerate the new license, and configure the license server to use the new license. See How to download Vault Server, Client and AVFS from Autodesk Accounts.

4. Check the Vault edition.

   The Vault Client is not running the same edition of Vault (basic-or-professional) as the Vault Server.

   • A Vault Basic Client cannot connect to a Vault Professional Server.
   • A Vault Professional Client cannot connect to a Vault Basic Server.

5. The wrong Vault integration is registered with the CAD software.

   It is possible that the wrong version of the Vault integration is registered with the CAD client.

   If both Vault Basic and Vault Professional clients are installed, and unable to connect to the Vault Professional Server, it's possible that the Vault Basic integration is registered with the CAD software and taking priority. In that instance, uninstall\reinstall the Vault Professional CAD Integration. See Uninstalling and reinstalling the Vault Integration.

6. The Vault client has become corrupt. See Uninstalling and reinstalling the Vault Client.

7. Restart Internet Information Services (IIS).

   The Windows World Wide Web service that Autodesk Vault Server uses can sometimes refuse more client connections when it runs out of memory. This can be easily rectified by restarting IIS. See How to restart Vault servers "World Wide Web Publishing Service".

8. Ensure that all the services that Autodesk Vault Server uses are running (IIS, SQL, and the Autodesk Job Dispatch Service).

   Check that no Windows Updates are pending on the Vault server as often SQL server updates cause the server to stop. See Are Vault Servers critical services running?

   Note: It might be necessary to restart the Vault Server.

9. Ensure that the Vault Servers Web Service is configured correctly.

   If a configuration change in Internet Information Services (IIS) has recently been implemented, roll back that change. See How to check if Vaults Servers, Web Service is configured correctly.

10. Install the latest updates on the Vault Server and the Client/CAD Software. Choose the product you’re using from the links below to find the updates you need.

    • Vault Downloads
    • Inventor Downloads
    • AutoCAD Downloads

11. Check that the permissions are unmodified on the folder Vault Server uses to write to the log files.

    Autodesk Vault does not support changes to the permissions on the log file folder. The quickest solution to this is to uninstall and reinstall the Vault Server software. See Uninstalling and reinstalling the Vault Server.

12. Proxy Server interfering with Vault.

    • See Configure Vault to Use a Proxy Server.
    • See How to bypass a Proxy Server using the Application .config file for a Vault client or integration.

13. Windows Authentication is disabled on AutodeskDM virtual directory on IIS.

    Enable Windows Authentication in IIS Management. See How To Enable Windows Authentication on Windows Server, AFTER installing Vault Server.

14. Windows Server role "Windows Server Update Service" is uninstalled:

    • .NET and IIS roles were removed.
    • Reinstall the "Windows Server Update Service". See Windows Server Update Services (WSUS).
    • After reinstalling, the "Windows Server Update Service" can be disabled in windows services.

15. DNS (Domain Name Service) problems are preventing computer names from being resolved to IP addresses.

    • Try connecting to the Vault Server using the IP Address instead of the hostname.

    • Run the command ipconfig /flushdns from the Command prompt of the client.

    • Edit the clients hosts files:

      • Navigate to C:\Windows\System32\drivers\etc on the client machine.
      • Edit the "hosts" file with Notepad and map the server hostname to it's IP address.