Version Cue troubleshooting

Unable to connect to the Version Cue CS4 Server

Try any of the following:

Make sure that your network connection is functioning properly.
Temporarily disable firewalls or proxies.
Restart the server (see Disconnect from a Version Cue Server).
Consult the server log file for details that may indicate the cause of the problem. You can access the log file from the Advanced tab of Version Cue Server Administration (see Advanced Version Cue Server Administration tasks).
In the Advanced tab of the Server Administration page, choose Preferences, and enter the IP of your server hosting computer in the External URL field. For port, choose 3703 if it’s not already in use. Then reconnect to the server.
In Adobe Drive, disconnect, and then empty the cache (see Set Adobe Drive preferences). Try to connect again.
Make sure that you check in a file before you start working on it. Right-click or Ctrl-click a file in Explorer or Finder, and then use the context menu to check in the file. This is especially important when using application that aren’t integrated with Adobe Drive. If you’re checking in an saving using an integrated application such as Photoshop or InDesign, check in happens automatically.
Delete the database log files (VersionCue.log) located here:

Windows

Program Files\Common Files\Adobe\Adobe Version Cue CS4\Server\Logs
Mac OS

Library/Application Support/Adobe/Adobe Version Cue CS4/Server/Logs
If none of these solutions work, delete the CS4ServiceManager folder. However, note that files that are not checked in may be deleted, and you will need to re-enter your login credentials when you start Adobe Drive. The CS4ServiceManager folder is located here:

Windows

Documents and Settings\[username]\AppData\Adobe\
Vista

\Users\[username]\AppData\Roaming\Adobe\CS4ServiceManager
Mac OS

users/[username]/Library/ApplicationSupport/Adobe/

If the folder cannot be deleted, exit the CS4ServiceManager in Windows Task Manager or Mac OS Activity Monitor. Or, wait a few minutes. The CS4ServiceManager closes itself after five idle minutes.

Can’t see Version Cue features in Adobe Bridge

If you start Adobe Bridge and can’t view the Version Cue commands in the Tools menu or Inspector panel, it’s likely that the Version Cue preference options aren’t selected.

Use Adobe Drive to connect to a Version Cue Server. (See Connect to servers using Adobe Drive.)
Start Adobe Bridge.
Choose Edit > Preferences (Windows) or Adobe Bridge CS4 > Preferences (Mac OS), and then select Startup Scripts.
Select both Adobe Version Cue CS4 and Adobe Version Cue CS4 SDK, and then click OK.
Restart Adobe Bridge.
Click Version Cue.

Incomplete actions

In some cases, less frequently used commands don’t automatically update the Version Cue information displayed in Adobe Bridge. If you don’t see the results of an action you have completed, refresh the view by doing one of the following:

Change the focus in the Adobe Bridge window by selecting another item.
Change to a different folder momentarily.
Resize the Adobe Bridge window, or bring the Adobe Bridge window to the foreground (updates may not appear in the Adobe Bridge window if it’s in the background).
Choose View > Refresh in Adobe Bridge.

Files don’t appear in projects behind firewalls

Version Cue uses HTTP (Hypertext Transfer Protocol) and SOAP (Simple Object Access Protocol) to communicate between Version Cue Servers and Adobe Creative Suite components. Rarely, older firewall software may not handle SOAP interactions properly. If you see folders but not files in your Version Cue projects, try disabling your proxy server. If disabling the proxy server resolves the problem, you may need to update your firewall.

Disconnecting from Version Cue server with files checked out

If you have project files with the Checked Out By Me status and you disconnect from the server, the project folder is temporarily unavailable, and the files you checked out may become out of date or checked out by someone else.

If you can’t check in a version of the files because the Version Cue Server is unavailable, you can proceed in two ways. First, continue working on the files until you can use Adobe Drive to connect to the server again. When you do so, you’ll be able to check in a version. Second, save the files locally, connect to the Version Cue Server when it becomes available, and then check in the files you saved locally, taking care not to overwrite any else’s work.

Unable to see thumbnails for InDesign files in Adobe Bridge

If you don’t see thumbnails for InDesign files in Adobe Bridge, select Always Save Preview Images With Documents in either the File Handling preferences or the Save As dialog box in InDesign.

Forgotten Version Cue system administrator password

If you’ve forgotten your system administrator password, you’ll need to remove and reinstall Version Cue, creating a system administrator user name and password in the process. There is no easy way to remove Version Cue without losing all Version Cue project files and data.

Version Cue Server performs slowly or stops responding

Try either of the following:

Increase the RAM allocated to Version Cue (see Set Version Cue Server preferences).
If Version Cue stops responding while you’re backing up project files, make sure that you’re backing up to a drive with enough free hard drive space to store the files.

Unable to see a Version Cue project on a Version Cue CS4 Server