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Transcript of Troubleshooting Techniques & Utilities Staci Maund Curtis Krol.
Troubleshooting Techniques & Utilities
Staci MaundCurtis Krol
Troubleshooting Methodologies
Hyland Troubleshooting Tools
9 INDISPENSABLE RULES OF TROUBLESHOOTING From Debugging by David J. Agans
ISBN # 0814474578
Rule #1Understand the System
• Read the manual
• Know how the system is supposed to work
• Know your tools
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• Hyland Community– Module Reference Guides– Forum
• Training.OnBase– Web Based Trainings– Education Services Class Schedules
Read the Manual
1
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• Look up ALL the details on the issue
• System information
• Is it supposed to work?
• DO NOT ASSUME!
• Trust but verify
Know How it’s Supposed to Work
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• Know what tools to use
• Know how to use them!
• Know the limitations too
• Should you use more than one tool?
Maybe…
Know Your Tools
1
Rule #2Make It Fail
Reproduce the issue
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• Why reproduce The Issue?
– Observe the behavior
– Narrow down the cause
– Confirm the fix
Make It Fail
2
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• What are good details of a problem?
• Detailed steps to reproduce the issue
• Obtain all facts when troubleshooting
• Does the problem happen after the same set of actions?
Make It Fail
2
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• Intermittent Issues
– Find the signature of intermittent bugs
– Amplify testing
– Capture info on every attempt
– Never throw away a debugging tool
Make It Fail
2
Rule #3Quit Thinking & Look
• Read the complete error message
• Get a screenshot
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• See the actual failure– Do not just assume and fix the wrong thing
• See the details - get complete info
• Guessing is okay, but only to focus your search
Quit Thinking & Look
3
Rule #4Divide & Conquer
Narrow the search with successive approximation
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• Narrow the Search with Successive Approximation
• Use available info from: – Step 1 – Understand the System– Step 3 – Quit Thinking and Look
• Break it into smaller bites!
Divide & Conquer
4
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• Test for an expected result
• Start at the problem and work backwards
• It could be more than one thing!– Sometimes they are both the same issue– Sometimes one fix causes another problem
• Is it noise or is it real?
• Widen the range if necessary
Divide & Conquer
4
Rule #5Change One Thing At a Time
Evaluate the results of each change
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• Isolate the Key Factor
• Avoid Quick Fixes
• Change ONE piece at a time– Test before the next change
• Determine what you changed since the last time it worked
Change One Thing At a Time
5
Rule #6Keep an Audit Trail
Log what you did, in what order, and the outcome
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• Write down what you did (DETAILS)– What order?– What happened as a result?
• Understand that any details could be an important one
• Correlate Events
Keep an Audit Trail
6
Rule #7Check the Plug
“Assumptions often lead to trouble.”– Doug Kupec
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• Do not ignore the obvious
• Question your assumptions
• Don’t start at square three
• Test the tool
Check the Plug
7
Rule #8Get a Fresh View
• Ask for help
• Talk to the mannequin
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• Ask for fresh insights– Others are there to help– Explaining the problem may help resolve it!
• Listen to the voice of experience– Look at past experiences to resolve your problems
Get a Fresh View
8
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• Report Symptoms – Not Theories!– Reason to ask for help is that your theories are not getting you
anywhere
• Present ALL info even if it may not appear relevant
Get a Fresh View
8
Rule #9If You Don’t Fix It, It Ain’t Fixed!
Problems never go away by themselves
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• Problems don’t occur for no reason and don’t fix themselves!
• Check that it’s really fixed
• Know the cause
• Verify that the fix is what fixed it!
If you Don’t Fix It, It Ain’t Fixed!
9
OnBase Architecture
Database
Disk Groups
Workstation
ODBC
NetworkSecurity
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HTTP
ODBC
HTTP
Disk Group
OnBaseWeb Server
OnBaseApplication
Server
Network
Security
HTTP(Remoting or SOAP)
OnBase Web Client
OnBase Core Application
Database
GatewayCaching
Server
OnBase Web Client
HTTP
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ApplicationEnabler
Workflow DocumentComposition
EmailIntegrations
Bar CodeGenerator
ReportServices
UnityClient
DisconnectedScanning
CORE BASED APPLICATIONS
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Web Server Application Server
• Web Diagnostics– Test.gif– aspnetcheck.aspx– Diagnostics Web Page
• Diagnostics Console
OnBase Web Server Troubleshooting
If a problem occurs in the Web Client, check the Thick Client
If yes, probably configuration
Notes about the Core Apps
Diagnostics Service Diagnostics Console
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• A utility that gathers log information related to OnBase Core based modules
• User interface that allows easy readability of the logs
What is the Diagnostics Console?
HYLAND DIAGNOSTICS CONSOLE
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• A service running on the Application Server and/or Web Server
• Display messages to the Diagnostics Console or log them to a file
• Allows for remote monitoring of servers
What is the Diagnostics Service?
HYLAND DIAGNOSTICS SERVICE
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• Two ways to run the Diagnostics Console
– Local Mode• Logs are gathered from the local workstation• Will not work if Diagnostics Service is running
– Remote Mode• Diagnostics Console connects to the Diagnostics Service• Messages are written to the Diagnostics Service• Must have rights to start the service
Local vs. Remote Mode
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• Troubleshooting issues with Core based modules
– Web Server
– Application Server• Any module which connects to the Application Server
• When running the OnBase Thick Client as a Windows Service
When to use it?
ENABLING DIAGNOSTICS SETTINGS
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Logging Profile option was added in 11.0.0.11
Logging Profile does not require an App Pool restart
Reset back to the Web.Config settings (defaults) upon App Pool restart
Diagnostics Web Logging Profile
ERRORS TAB
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DATABASE TAB
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LDAP / NT AUTHENTICATION TAB
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FILE TAB
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0
TIMER / DISTRIBUTION SERVICE
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SYSTEM INFORMATION TAB
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• Registry Settings
– 32-bit Workstations• HKLM| SOFTWARE | Hyland | Diagnostics
– 64-bit Workstations• HKLM| SOFTWARE | Wow6432Node | Hyland | Diagnostics
• Set Log Profile to decimal value of 64 (not HEX)
Enabling Thick Client Verbose
Log to file when logging a lot of data
Do not run the Diagnostics Console all the time
Best Practices
Only enable needed mailslots– Utilize Web Diagnostics Logging Profile
Save all tabs when engaging support
Best Practices
Enable filtering– If you don’t see what you are looking broaden
your filters
Enable the User Name column
Recommendations
Windows Event Viewer
WINDOWS EVENT VIEWER
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• Messages from the OnBase Client closing unexpectedly
• IIS (OnBase Web or Application Server)– Application Pools not starting– Platter Management Errors– Active Directory Authentication
• OnBase Integration issues related to:– Office Business Application– Outlook Integration
What is logged here?
Errors typically correspond to messages in Diagnostics Console
Tips on Windows Event Viewer
OnBase Thick Client Verbose
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• Detailed log of OnBase activity
– Logs most SQL queries executed
– Used to see what is happening right before an error
– Can help pinpoint long running queries
What is Verbose?
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• Command Line Switch– Available with OnBase Thick Client and Config– Application launch issues
• Tool Bar Option (OnBase Thick Client Only)– Limits the amount of data captured
Two ways to enable Verbose
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• -V SQL,T– Includes SQL with time stamps
• -V SQL,L– Includes table lock codes
• -V SQL “itemdata”– Includes only log statements that– include the text of “itemdata”
Command Line Verbose Options
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• It is possible to use multiple command line Verbose options together
• Example:
-V SQL “update” “itemdata”,T,L
Command Line Verbose Options
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Help | About OnBase Client | Verbose | chatty
Enabling Verbose – Tool Bar option
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• Verbose writes to the verbose.txt file
• Located in the TempParsePath (by default)
What is the output?
Capture the most relevant data– Enable verbose immediately before action– Truncate the log– Disable afterward
Verbose files are always appended– Most recent data at the bottom
Tips on running Verbose
Verbose files can become very large– Limit the amount of data captured– Don’t leave verbose switch on processes
Tips on running Verbose
RPT Files
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• Typically (but not always) generated when: – OnBase unexpectedly terminates– A debug assert error occurs
• Located in the same folder as the OnBase executables
– Obclnt32.rpt - RPT file for the OnBase Thick Client– Obcfg32.rpt - RPT file for the OnBase Config
What are RPT Files?
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RPT Files
Always click RetryThen click AbortDon’t click Ignore
X
If the exception is recreateable, generate a verbose along with the RPT file
Check to see if the date/times in the verbose file match the RPT file
Tips on RPT Files
Open RPT files in an advanced text editor – Notepad2, Notepad++, WordPad, etc.
RPT files are always appended
Tips on RPT Files
Where was the OnBase Thick Client opened?
– From a Network Share
– Locally on the workstation
Tips on RPT Files
Useful Information
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Let’s take a look…
Understanding OnBase Versioning
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12.0.1.89Understanding OnBase Versioning
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12.0.1.89The first digit designates the version.
It corresponds to the year of release.
Understanding OnBase Versioning
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12.0.1.89The second digit designates release or beta software.
Even numbers (0,2,4, etc.) are release software Odd (1,3,5…) are beta software
These will only change if there is more than one full release in a calendar year.
Understanding OnBase Versioning
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12.0.1.89The fourth digit designates individual builds within a version.
All builds of the Core start with 1 (1 – 499)All builds of the Thick Client start with 500 (500-999)
The build will increase successively regardless of change in the Service Pack (xx.x.#.xxx) value.
Understanding OnBase Versioning
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12.0.1.89The third digit is for Service Pack versioning.
Understanding OnBase Versioning
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Check out the Hyland Community !!!
Product InformationDocumentation (MRG’s)Presentations & FilmsBlogsForumsTechnical Knowledge BaseTroubleshooting Checklistand more…
HTTP://WWW.HYLAND.COM/COMMUNITY
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HTTP://WWW.HYLAND.COM/COMMUNITY
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Check out Training.OnBase.Com!!!
Class SchedulesWeb Based TrainingPremium Subscriptionand more…
Engaging your first line of Support
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• Customer Name or HSI #
• Level of priority for this issue – Low, Medium, High or Critical
• OnBase Environment of issue– Production, Test or Disaster Recovery System
What information should I have?
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• OnBase Environmental Information
– OnBase Version and Build
– Problematic OnBase Modules
– Database Platform and Version
What questions will I be asked?
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• Issue Specific Information– Can this issue be reproduced?– When did it start to occur?– Is it specific to a single user or all users?– Is this a new process or existing?– Have there been any changes?– Are there any error messages?
What questions will I be asked?
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• Screenshots– Any errors or error messages
• Log Files – Verbose– Diagnostics Console (Save all tabs!!)
Useful Data
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• Make sure the time stamps match
– Diagnostics Console– Verbose file vs. RPT – Third Party tools
Tips on gathering data
Troubleshooting Techniques &
Utilitieshttps://training.onbase.com/troubleshooting