Troubleshooting

The full version number will always be shown in the bottom right hand corner of the home page: . It has the format <major>.<minor>.<build>, for example 8.5.30364. If you need to raise a support case you should include this version number. Product releases also have a simpler “short version” – for example 8.5.2, used in product documentation and release notes. If required, you can always check the short -> full version lookup in the release notes.

This can occur for the following reasons:

• As part of the installation process a single Sweet Builder licence is assigned to the Owner of the Sweet application in ArcGIS Portal. To assign licences to other users you must first sign in as the owner, then use the Organization page.
• If there is a mis-configuration in the appconfig.js file then the licence may be rejected. The rootStem setting inside appconfig.js must be a full URL (e.g. https://server/sweet) and must match a URL in the license.json file.

This can be caused by:

• The user not having a Sweet licence – see licensing for details of assigning licences.
• The user not being in the correct ArcGIS Portal group – see configuring group access for details.
• The ArcGIS Portal using security restrictions that prevent Sweet connecting – see how to restrict cross domain requests for details.

This can happen for two different reasons:

• If an ArcGIS Portal or ArcGIS Online organization has applied restrictions on application access then this can cause sign in to fail. To fix this the URL of the Sweet app must be added to the list of approved applications.
• Sweet uses tokens to connect securely to ArcGIS Portal. The Builder pages enforce a minimum token expiry time of 20 minutes (prior to version 8.5.2, this was 2 days) – if this is not met then sign in is silently cancelled. Token expiry time can be configured using the admin pages of ArcGIS Portal.