Troubleshooting with the Nodus Scheduler

Transcription

1 Troubleshooting with the Nodus Scheduler The Nodus Scheduler handles various scheduled events on the epay website such as automatic payments or past due invoice reminders. If it seems a scheduled event is not occurring as planned, it should be verified that the Nodus Scheduler service is running without errors. To check the Nodus Scheduler status from the epay website. (epay 4 sp1 and above) 1. Log into the epay website as an administrative user. 2. From the menu, go to Reports System Information 3. In the NODUS SERVICES section, check that the Scheduler Service group is loaded like in the below screenshot. 4. If the Nodus Scheduler service is running, it may require further investigation on the epay web server for more information. To check the Nodus Scheduler from the Web Server 1. Log into the epay Web Server 2. From the Start Menu, go to Programs Nodus Technologies Nodus Scheduler Nodus Scheduler Monitor 3. Right click the application and choose Run as Administrator to run the application with administrative privileges 4. The Main window of the Nodus Scheduler Monitor will then be opened 5. Ensure the correct scheduler group for the website that is having an issue is selected from the Scheduler Groups section

2 6. Click the Trace checkbox for the scheduler group that is having an issue to review the information on the tasks the scheduler is doing. Use the following table to choose the correct scheduler group. Worker Name Function SPCPayment Scheduler Payment Scheduler RBPCPayment Scheduler PastDueReminderScheduler QueueScheduler Handles Installment Contracts Handles Scheduled Payments from the Pay Later feature or failed automatic payments from other modules Handles Recurring Payment (AutoPay) Contracts Sends Automatic Past Due Invoice Reminder s to customers Handles resubmission of failed documents to GP from the document queue ExpirationWarningScheduler Sends Automatic Credit Card Expiration Warning e- mails RBCInvoiceScheduler Handles Recurring Invoices or orders from the Recurring Invoicing/Billing module Page 2

3 7. After the Trace checkbox is marked, monitor the Trace Output section to see if the system is running. 8. If the Trace Output section content is loaded like in the above screenshot where it starts with Base run iteration and at the end it shows Base sleep it means that the scheduler is running without errors. If a scheduled event was intended to occur and it did not, it means that the scheduler has skipped this event for some reason. Please contact Nodus Technologies Support to help investigate the cause for this event to be skipped. 9. If no content is displayed in the Trace Output section in over 90 seconds, the Nodus Scheduler is likely frozen and would need to be restarted. Use the Stop ( ) and Play( ) buttons at the top of the monitor to restart the Nodus Scheduler service. After the restart is completed, the Scheduler will likely begin to complete the tasks it should have completed when it was stopped. a. If the Scheduler does not ever seem to 10. If the scheduler is displaying some type of error message in the Trace Output section please click the link at the Log file path and send the log at this path to Nodus Technologies support to investigate the cause for the error. Recurring Payment (AutoPay) is being skipped Sometimes an automatic payment may seem to be skipped by the scheduler, the following steps may provide assistance in determining why the payment did not process. 1. Check that last payment was processed successfully. a. Log into epay as a CSR user and from the menu, browse to Recurring Payment View AutoPay Contracts b. Using the customer lookup in the upper right corner, choose the customer with the skipped payment c. To view the payments associated with this contract, click the number in the Payment column Page 3

4 d. If the status of the last payment is Failed, then it means the last payment is waiting to be managed. e. Using the top menu, browse to Your Account Scheduled Payments to open the Scheduled Payments page f. From the Scheduled Payments page, decide to cancel the scheduled payment or have it reprocessed using the options in the Action column. g. If the missed payment to be processed, this would need to be done manually and the automatic payment should run again during the next billing cycle as long as there are no failed payments in the scheduled payments associated to their AutoPay contract. 2. Verify the customer had an invoice to be paid a. For most payment options for the AutoPay contract, it should be assured that the customer has outstanding invoices available to be paid for the contract to be run. b. Check the Outstanding Invoices page to see if the customer has an outstanding invoice or past due invoice to be paid. (Based on the Payment Option on the contract) c. If an invoice is expected to be on the website and it is not shown, it may be necessary to check the Nodus Synchronizer to verify why the invoice is not on the website. Please check the Troubleshooting Nodus Synchronizer for epay guide for more details. How to slow down the Nodus Scheduler Service By default, the scheduler will check for a scheduled task to complete every 10 seconds. If it seems there is a reason to slow down the scheduler and have check for updates less often, please use the following steps. 1. Log into epay as an administrative user 2. From the Site Settings page, go to the Payment Scheduler Options tab 3. Modify the Scheduler Interval field to a higher number (99 is the maximum) 4. Click the Save button to save the changes 5. If prompted after saving, restart the Nodus Scheduler service from the web server Page 4

5 How to force the Nodus Scheduler Service to stop Occasionally, the Nodus Scheduler Service is unable to be stopped by normal means and it needs to be forced to be stopped. The following steps will completely stop the scheduler service. Please be aware that whatever task the scheduler was stuck on would likely be immediately dropped once this process is completed. 1. Log into the epay Web Server 2. Open the command prompt as an administrator user 3. Run the following command: sc queryex NodusScheduler 4. After you run this command, you should see information about the NodusScheduler service. Take note of the PID number in this section. 5. Run the following command, but replace [PID] with the PID number from the last step: taskkill /f /pid [PID] 6. Once the command is run, a message should be shown confirm that the service has been stopped successfully. Page 5