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Troubleshooting Techniques & Utilities

Troubleshooting Techniques & Utilities. Staci Maund Curtis Krol. Troubleshooting Methodologies Hyland Troubleshooting Tools. From Debugging by David J. Agans ISBN # 0814474578 . 9 Indispensable Rules of troubleshooting. Rule #1 Understand the System. Read the manual

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Troubleshooting Techniques & Utilities

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  1. Troubleshooting Techniques & Utilities

    Staci Maund Curtis Krol
  2. Troubleshooting Methodologies Hyland Troubleshooting Tools
  3. From Debuggingby David J. Agans ISBN # 0814474578 9 Indispensable Rules of troubleshooting
  4. Rule #1 Understand the System Read the manual Know how the system is supposed to work Know your tools
  5. Read the Manual Hyland Community Module Reference Guides Forum Training.OnBase Web Based Trainings Education Services Class Schedules 1
  6. Know How it’s Supposed to Work Look up ALL the details on the issue System information Is it supposed to work? DO NOT ASSUME! Trust but verify
  7. Know Your Tools Know what tools to use Know how to use them! Know the limitations too Should you use more than one tool? Maybe… 1
  8. Rule #2 Make It Fail Reproduce the issue
  9. Make It Fail Why reproduce The Issue? Observe the behavior Narrow down the cause Confirm the fix 2
  10. 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? 2
  11. Make It Fail Intermittent Issues Find the signature of intermittent bugs Amplify testing Capture info on every attempt Never throw away a debugging tool 2
  12. Read the complete error message Get a screenshot Rule #3 Quit Thinking & Look
  13. Quit Thinking & Look 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 3
  14. Narrow the search with successive approximation Rule #4 Divide & Conquer
  15. Divide & Conquer 4 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!
  16. Divide & Conquer 4 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
  17. Evaluate the results of each change Rule #5 Change One Thing At a Time
  18. Change One Thing At a Time 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 5
  19. Rule #6 Keep an Audit Trail Log what you did, in what order, and the outcome
  20. Keep an Audit Trail Write down what you did (DETAILS) What order? What happened as a result? Understand that any details could be an important one Correlate Events 6
  21. Rule #7 Check the Plug “Assumptions often lead to trouble.”– Doug Kupec
  22. Check the Plug Do not ignore the obvious Question your assumptions Don’t start at square three Test the tool 7
  23. Ask for help Talk to the mannequin Rule #8 Get a Fresh View
  24. Get a Fresh View 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 8
  25. 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 8
  26. Problems never go away by themselves Rule #9 If You Don’t Fix It, It Ain’t Fixed!
  27. If you Don’t Fix It, It Ain’t Fixed! 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! 9
  28. OnBase Architecture
  29. Disk Groups Database Workstation ODBC Network Security
  30. Disk Group OnBase Web Client Gateway Caching Server HTTP ODBC OnBase Web Client HTTP (Remoting or SOAP) Database HTTP Network Security OnBase Application Server OnBase Web Server HTTP OnBase Core Application
  31. Application Enabler Document Composition Email Integrations Workflow Core Based Applications Bar Code Generator Report Services Disconnected Scanning Unity Client
  32. Web Server Application Server
  33. OnBase Web Server Troubleshooting Web Diagnostics Test.gif aspnetcheck.aspx Diagnostics Web Page Diagnostics Console
  34. Notes about the Core Apps If a problem occurs in the Web Client, check the Thick Client If yes, probably configuration
  35. Diagnostics Service Diagnostics Console
  36. What is the Diagnostics Console? A utility that gathers log information related to OnBase Core based modules User interface that allows easy readability of the logs
  37. Hyland Diagnostics Console
  38. What is the Diagnostics Service? 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
  39. Hyland Diagnostics Service
  40. Local vs. Remote Mode 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
  41. When to use it? 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
  42. Enabling diagnostics settings
  43. Diagnostics Web Logging Profile Logging Profile option was added in 11.0.0.11 Logging Profile does notrequire an App Pool restart Reset back to the Web.Config settings (defaults) upon App Pool restart
  44. errors tab
  45. Database tab
  46. Ldap / NT Authentication tab
  47. File tab
  48. 0 Timer / distribution service
  49. System information tab
  50. Enabling Thick Client Verbose 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)
  51. Best Practices Log to file when logging a lot of data Do notrun the Diagnostics Console all the time
  52. Best Practices Only enable needed mailslots Utilize Web Diagnostics Logging Profile Save alltabs when engaging support
  53. Recommendations Enable filtering If you don’t see what you are looking broaden your filters Enable the User Name column
  54. Windows Event Viewer
  55. Windows Event Viewer
  56. What is logged here? 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
  57. Tips on Windows Event Viewer Errors typically correspond to messages in Diagnostics Console
  58. OnBase Thick Client Verbose
  59. What is 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
  60. Two ways to enable 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
  61. Command Line Verbose Options -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”
  62. Command Line Verbose Options It is possible to use multiple command line Verbose options together Example: -V SQL “update” “itemdata”,T,L
  63. Enabling Verbose – Tool Bar option Help | About OnBase Client | Verbose | chatty
  64. What is the output? Verbose writes to the verbose.txt file Located in the TempParsePath(by default)
  65. Tips on running Verbose 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
  66. Tips on running Verbose Verbose files can become very large Limit the amount of data captured Don’t leave verbose switch on processes
  67. RPT Files
  68. What are 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
  69. RPT Files X Always click Retry Then click Abort Don’t click Ignore
  70. Tips on RPT Files 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
  71. Tips on RPT Files Open RPT files in an advanced text editor Notepad2, Notepad++, WordPad, etc. RPT files are always appended
  72. Tips on RPT Files Where was the OnBase Thick Client opened? From a Network Share Locally on the workstation
  73. Useful Information
  74. Understanding OnBase Versioning Let’s take a look…
  75. Understanding OnBase Versioning 12.0.1.89
  76. Understanding OnBase Versioning 12.0.1.89 The first digit designates the version. It corresponds to the year of release.
  77. Understanding OnBase Versioning 12.0.1.89 The second digit designates releaseor betasoftware.  Evennumbers (0,2,4, etc.) are releasesoftware Odd(1,3,5…) are betasoftware These will only change if there is more than one full release in a calendar year.
  78. Understanding OnBase Versioning 12.0.1.89 The fourth digit designates individual buildswithin a version.  All builds of the Corestart with 1 (1 – 499) All builds of the Thick Clientstart with 500(500-999) The build will increase successively regardless of change in the Service Pack (xx.x.#.xxx) value.
  79. Understanding OnBase Versioning 12.0.1.89 The third digit is for Service Packversioning. 
  80. Check out the Hyland Community !!! Product Information Documentation (MRG’s) Presentations & Films Blogs Forums Technical Knowledge Base Troubleshooting Checklist and more…
  81. http://www.hyland.com/community
  82. http://www.hyland.com/community
  83. Check out Training.OnBase.Com!!! Class Schedules Web Based Training Premium Subscription and more…
  84. Engaging your first line of Support
  85. What information should I have? 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
  86. What questions will I be asked? OnBase Environmental Information OnBase Version and Build Problematic OnBase Modules Database Platform and Version
  87. 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?
  88. Useful Data Screenshots Any errors or error messages Log Files Verbose Diagnostics Console (Save all tabs!!)
  89. Tips on gathering data Make sure the time stamps match Diagnostics Console Verbose file vs. RPT Third Party tools
  90. Troubleshooting Techniques & Utilitieshttps://training.onbase.com/troubleshooting
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