Troubleshooting

If you face a problem while working with Customer's Canvas or setting it up, you can find a solution below. This topic covers the following areas:

Compiling from Source Code

Unsupported Project Error

Visual Studio shows the following "Unsupported" message when compiling the project:

The unsupported project error.

After you open the migration report which is displayed after the solution is loaded, you will most likely see the following:

Web Tools not installed shown in migration report.

Solution

Start the repair process for your Microsoft Visual Studio, check the Web Developer Tools in the list of optional components, and finish repairing your IDE.

NewtonSoft.Json Library Missing

When you compile the solution, Visual Studio complains that it cannot find "NewtonSoft.Json" or other libraries.

Solution

Check if the Enable NuGet Package Restore option is enabled in the solution.

A Feature Supported Only in ECMAScript 6 Error

When you compile the solution, Visual Studio throws several errors saying that certain code works only with ECMAScript 6 or higher.

The TypeScript version error.

Solution

Update your TypeScript to version 2.0.

Deploying to a Windows Server

A Problem with Deploying

Customer's Canvas launches on your development computer, but you are having trouble getting it deployed to a production Windows server.

Solution

Most likely, the prerequisites have not been met. Try to follow the instructions for deploying Customer's Canvas to your server; make sure that the following components are installed on your system:

  • Microsoft .NET Framework 4.5 or higher.
  • Visual C++ Redistributable Packages for Visual Studio 2013, both vcredist_x64.exe and vcredist_x86.exe files.
  • TypeScript 2.0 or higher.

HTTP Error 403 or 404

You get an HTTP error 403 or 404.

Solution

Check that you put the correct site name in the iframe URL. Make sure that the site opens in the browser.

No License Key Has Been Found Error

You get a "No license key has been found" server error.

Solution

Check that there is a license file (Aurigma.GraphicsMill.lic) in the \bin\ subfolder of your site. If there is no license file, copy it to the folder.

Configuration Section Error

You get the following message while opening a page: "This configuration section cannot be used at this path".

Solution

Install the ASP.NET 4.5 feature for IIS. You can do this in the following way:

  • On Windows 7 or 8:

  • Open Control Panel, choose Programs and Features, and then choose Turn Windows features on or off.
  • In the Windows features list, expand Internet Information Services, and then expand World Wide Web Services.
  • Expand Application Development Features, and select ASP.NET 4.5.
  • On Windows Server 2008 and Windows Server 2008 R2:

  • Run Server Manager.
  • In the navigation pane, choose Roles, and then choose Add Roles.
  • In the Before You Begin window, click the Next button.
  • In the Select Server Roles window, select Web Server (IIS), and then click Next, and then click Next again.
  • Expand Application Development Features, and select ASP.NET 4.5.
  • On Windows Server 2012:

  • Run Server Manager.
  • In the navigation pane, choose Dashboard, and then choose Add roles and features.
  • In the Add Roles and Features Wizard, in the Before You Begin page, click the Next button.
  • On the Select installation type page, select role-based or feature-based installation, and then click the Next button.
  • On the Select destination server page, select a server from the server pool, select your server from the Server Pool list, and then click the Next button.
  • In the Select Server Roles window, expand Web Server (IIS), and then expand Application Development, and select ASP.NET 4.5.

Exception with HRESULT: 0x800A1390

You get the following error while launching the project on your old computer (like Windows 7):

Exception from HRESULT error.

Solution

Upgrade Internet Explorer to the latest version on your server where the project runs. This is required even if your users open the application in different browsers on client computers because the IE engine is needed for LESS compilation on the server side.

Blocked Libs in Windows

When you download files using web browsers or get them from email clients, Windows may lock them for security reasons. So, when you download the Customer's Canvas archive from our server and try to deploy it to your server, you may get such errors:

An archiver blocked the zip file.

Solution

Unlock the archive by clicking the Unblock button in the Properties window:

Unblocking the zip file.

Upgrading Customer's Canvas

To upgrade your version of Customer's Canvas, follow the steps below:

  1. Stop your application in IIS manager.
  2. Backup your old instance.
  3. Delete all folders and files except for
    • \App_Data
    • \ProductTemplates, \PublicGalleryFolder, \UserDataFolder
    • \bin\Aurigma.GraphicsMill.lic
    • \Fonts
  4. Unzip a new release into the root folder.
  5. Recover your personal configuration in the web.config and clientConfig.json files.
  6. Start your application in IIS manager.
Important

Customer's Canvas 4.0 introduces breaking changes in the preloader feature. Now you set up this feature through the preloader object in IConfiguration which enables the preloader by default. So, if you already customized the preloader and want to keep your implementation, please set the enabled property of the preloader object to false when migrating from any 3.x.x release to 4.x.

Obtaining the Diagnostic Information

Version Number

Updates for Customer's Canvas are regularly released. So, when you contact our support team, you may be asked about your editor version number. To get it, do the following:

  1. Run Customer's Canvas in a browser.
  2. Right-click in the editor area and then click Inspect (or Inspect element, depending on your browser) from the context menu.
  3. Switch to the Console tab when the Developer Tools window opens.
  4. Type in CustomersCanvas.VERSION:

    Developer Tools console with the version number.

Server Logs

How can you find a root cause of an error? In the best-case scenario, it is shown in the Developer Tools Console or right in the editor iframe where Customer's Canvas is supposed to be loaded.

If you are not sure what is causing the error, you need to find out where it is occurring: on the client or on the server side.

  1. Open the Developer Tools (press F12).
  2. Reproduce the error.
  3. Switch to the Network tab.

If there is a failed HTTP request (it should be highlighted in red with a 50x code, like 500, 502, etc.), then the error is occurring on the server side. Otherwise, it is occurring on the client side, and it is most likely a JavaScript error.

To analyze the server side error, select the failed request on the Network tab and then switch to the Response (Preview) tab. The response contains either a descriptive message or a text like "An error has occurred". In the latter case, you should analyze the server logs. Customer's Canvas provides two types of these logs:

  • A text file logged by NLog. You can find it in the ~\Resources\Logs\All.log file.
  • XML files logged by Elmah. They are ~\Resources\Logs\*.xml.

If you face an error while integrating or debugging Customer's Canvas, check the Elmah's files first. Consider the All.log file as an auxiliary, you can refer to it if you think that Elmah does not include some messages or the logs it saves are too complicated.

If an error occurs while running Customer's Canvas, both of these logs can be useful for our support team.

You can get the Elmah's logs through a web interface. Usually, the Elmah's interface is available only on your server, so do the following to check them:

  1. Log in to the server through RDP.
  2. Type <editor_url>/elmah.axd in your browser address bar. Here, <editor_url> is a URL of the Customer's Canvas editor with the localhost domain. For example, localhost:65001/Users/6F96A9FF-8B86-D011-B42D-00CF424964FF/SimplePolygraphy/Elmah.axd.

If you find it difficult to log in through RDP every time, you can get web access to the interface as Elmah wiki describes. To enable web access, set the allowRemoteAccess property to true in the web.config file:

XML
<configuration>
    ...
    <elmah>
        <security allowRemoteAccess="false" />
    </elmah>
    ...
</configuration>
Note

Allowing the remote access to your server is not secure, so it is recommended only for development computers.

Moving Customer's Canvas Data Folders to Another Location

You may want to change the location of data folders in Customer's Canvas, like Gallery, Templates, or Cache. To implement it, you need to configure these folders in the web.config file, for example:

XML
<configuration>
    ...
    <appSettings>
        <add key="PublicGalleryFolder" value="C:\PublicGalleryFolder"/>
        <add key="UserDataFolder" value="C:\UserDataFolder"/>
    </appSettings>
    ...
    <Aurigma.GraphicsMill.AjaxControls.VectorObjects.FileCacheConfiguration>
        <add key="RootPath" value="~/App_Data/FileCache" />
    </Aurigma.GraphicsMill.AjaxControls.VectorObjects.FileCacheConfiguration>
    ...
    <Aurigma.GraphicsMill.AjaxControls.VectorObjects>
        <add key="FontDirectory" value="D:\Fonts" />
    </Aurigma.GraphicsMill.AjaxControls.VectorObjects>
    ...
</configuration>

Find more details in the Configuration Parameters topic.

If you receive the "Could not find a part of path" message after you moved the data folders to a network location, set up correct permissions for them. A user account, under which Customer's Canvas runs in ASP.NET/IIS, must have the read/write access to the remote folders. Also, check a solution for the issue with copied content.

Updating Public Gallery

Big Images Are Not Uploaded

You successfully upload small files but cannot upload big images to your server. Also, you may be unable to upload files which names contain spaces.

Solution

It might be a problem with IIS server configuration. Check the Maximum allowed content length: in IIS Manager, double-click Request Filtering, and then click Edit Feature Settings:

Edit request filtering settings.

The default value is almost 30MB, which may not be enough, so set a bigger value. Also, make sure that the "Allow double escaping" option is enabled to download files which names contain a space character.

Copied Content Does Not Show in the Editor

You copy fonts or images to your server through a file manager, but they do not show in Customer's Canvas.

Solution

  1. Recycle the application pool (or restart IIS). In IIS Manager, do the following:
  2. Open the Application Pools list.
  3. Select your application pool.
  4. Click Recycle.
  5. If you copy a whole folder, then additionally set the NETWORK SERVICE group with Full control permissions to the folder. Refer to Deploying Customer's Canvas to Windows Server for more details.

Rendering Problems

Stretched Text Strings in Customer's Canvas

A text rendered in Customer's Canvas looks blurred, unlike the same string with the same font settings in Adobe Photoshop.

Solution

Check if scaling is applied to the text:

  1. Select the text layer in Photoshop.
  2. Check the Info tab:

    Text layer info tab.

In this case, set a bigger font size instead of scaling the text.

CMYK Colors in a Hi-res Output Do Not Match the PSD Template

You set a CMYK profile in a PSD Template but hi-res output colors look different from colors in the template.

Solution

Customer's Canvas uses color profiles from PSD templates only as source profiles. The default color profile for the CMYK color space is SWOP (Coated), 20%, GCR, Medium. So, if you set the hiResOutputColorSpace property to CMYK but did not set your profile in web.config, then the colors may differ. To set up a color space for hi-res output (destination colors):

  1. For hi-res output, specify the same CMYK profile as for PSD templates. The destination colors are set up in the web.config file, for example, the CMYK profile:
    XML
    <configuration>
        <Aurigma.GraphicsMill.AjaxControls.VectorObjects>
            <add key="CmykColorProfileFileName" value="~/cmykColorProfile.icc" />
        </Aurigma.GraphicsMill.AjaxControls.VectorObjects>
    </configuration>
    
  2. Set the hiResOutputColorSpace property of the rendering configuration object to CMYK:
    JavaScript
    configuration = {
        rendering: {
            hiResOutputColorSpace: "CMYK",
            hiResOutputFileFormat: "PDF",
            hiResOutputDpi: 300
        }
    };
    

Refer to the Configuring High Resolution and Proof Images topic for more details.

Miscellaneous

Customer's Canvas does not load in Firefox

The editor loads in any browser but Firefox. At the same time, no messages show.

Solution

Check if the <iframe> containing the editor has the display:none property. In this case, Customer's Canvas cannot load because of the Gecko engine implementation. So, set the display property to block to load it correctly.

See Also

Manual