Q: Which files should I send for reporting a ticket?
A: When reporting an issue, please denote your software version and build numbers. You can find them by clicking the information button located in the right upper corner of the main interface . Please send your *.vdata and *.voprj files when you have issues about your models. Please also send your log file, which is usually located at C:\Program Files (x86)\Visual OTTHYMO 6.x\Log. The log files are named with dates. Please send the one that is generated when your reported issue occurs. If the issue is related to your Resource Library, please also send the file: C:\ProgramData\Civica\VH5\stormlibary.sqlite. Please note that C:\ProgramData is a hidden folder. You could copy the folder path and paste it in address bar.

Q: How can I setup the cloud-based license?
A: When the program starts, the License Manager window will appear. Click the Add Cloud License File button on the bottom and select the license file. The license file will be automatically loaded when VO is started next time.

Q: I can’t connect to cloud server. What should I do?
A: A connection to the cloud server is required for the license system to work. The connection may be block by firewall or antivirus software. You need to contact your IT department to enable the connection. The cloud server is located at ls30.rlmcloud.com and the port used is 5053. Please provide this info when you contact the IT department.

Q: The system freezes when I’m trying to open Resource Library. How should I do?
A: Please delete all files with name stormlibrary in C:\ProgramData\Civica\VH5 and restart VO. Note that C:\ProgramData is a hidden folder. You could copy the folder path and paste it in address bar.

Q: The Project Manager window doesn’t show even I check it on in the Windows toolbox. How should I do?
A: The dockable window in VO include the Project Manager, Tool Box, Properties, Error List, Hydrograph Results, Parameter Tables, Water Quality Results, Water Balance Results, Result Summary Tables and Summary Results. They could be turned on/off by using the windows menus in the Home ribbon. If you cannot see the windows after checking them on, delete Layout.fig in C:\ProgramData\Civica\VH5 and then restart VO5. Note that C:\ProgramData is a hidden folder. You could copy the folder path and paste it in address bar. Please refer to the following for the windows available for each type of project:
VO Single-Event Project: Project Manager, Tool Box, Properties, Error List, Parameter Tables, Water Quality Results, Hydrograph Results
VO Continuous Project: Project Manager, Tool Box, Properties, Error List, Parameter Tables, Water Quality Results, Water Balance Results
VO SWMM Project: Project Manager, Tool Box, Properties, Error List, Parameter Tables, Result Summary Tables, Summary Results