Troubleshooting Techniques & Utilities Staci Maund Curtis Krol.

transcript

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

2013 ECM Training Conference #dbwestECM

• Hyland Community– Module Reference Guides– Forum

• Training.OnBase– Web Based Trainings– Education Services Class Schedules

Read the Manual

• 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

• 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

Rule #2Make It Fail

Reproduce the issue

• Why reproduce The Issue?

– Observe the behavior

– Narrow down the cause

– Confirm the fix

Make It Fail

• 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

• Intermittent Issues

– Find the signature of intermittent bugs

– Amplify testing

– Capture info on every attempt

– Never throw away a debugging tool

Make It Fail

Rule #3Quit Thinking & Look

• Read the complete error message

• Get a screenshot

• 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

Rule #4Divide & Conquer

Narrow the search with successive approximation

• 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

• 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

Rule #5Change One Thing At a Time

Evaluate the results of each change

• 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

Rule #6Keep an Audit Trail

Log what you did, in what order, and the outcome

• 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

Rule #7Check the Plug

“Assumptions often lead to trouble.”– Doug Kupec

• Do not ignore the obvious

• Question your assumptions

• Don’t start at square three

• Test the tool

Check the Plug

Rule #8Get a Fresh View

• Ask for help

• Talk to the mannequin

• 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

• 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

Rule #9If You Don’t Fix It, It Ain’t Fixed!

Problems never go away by themselves

• 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!

OnBase Architecture

Database

Disk Groups

Workstation

NetworkSecurity

Click icon to add picture

Disk Group

OnBaseWeb Server

OnBaseApplication

Server

Network

Security

HTTP(Remoting or SOAP)

OnBase Web Client

OnBase Core Application

Database

GatewayCaching

Server

OnBase Web Client

ApplicationEnabler

Workflow DocumentComposition

EmailIntegrations

Bar CodeGenerator

ReportServices

UnityClient

DisconnectedScanning

CORE BASED APPLICATIONS

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

• 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

• 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

• 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

• 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

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

DATABASE TAB

LDAP / NT AUTHENTICATION TAB

FILE TAB

TIMER / DISTRIBUTION SERVICE

SYSTEM INFORMATION TAB

• 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

• 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

• 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?

• 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

• -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

• It is possible to use multiple command line Verbose options together

• Example:

-V SQL “update” “itemdata”,T,L

Command Line Verbose Options

Help | About OnBase Client | Verbose | chatty

Enabling Verbose – Tool Bar option

• 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

• 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?

RPT Files

Always click RetryThen click AbortDon’t click Ignore

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

Let’s take a look…

Understanding OnBase Versioning

12.0.1.89Understanding OnBase Versioning

12.0.1.89The first digit designates the version.

It corresponds to the year of release.

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.

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.

12.0.1.89The third digit is for Service Pack versioning.

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HTTP://WWW.HYLAND.COM/COMMUNITY

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Engaging your first line of Support

• 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?

• OnBase Environmental Information

– OnBase Version and Build

– Problematic OnBase Modules

– Database Platform and Version

What questions will I be asked?

• 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?

• Screenshots– Any errors or error messages

• Log Files – Verbose– Diagnostics Console (Save all tabs!!)

Useful Data

• 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

Troubleshooting Techniques & Utilities Staci Maund Curtis Krol.

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