Engage Welcome to Nolij Support!

Transcription

1 Welcome to Nolij Support!

2 Scott Moquin Preparing A Support Case

3 Preparing For A Support Case Problem Description & Related Events Gathering Current Log Files Gathering Client/User Side Information

4 Problem Description & Related Events Accuracy in describing issues is imperative and includes; NolijWeb Level of urgency(production down, Production, Test, Dev, unable to scan) Users impacted(single or multiple) Exact Error messages(prefer screen shots if applicable) Attach Logs/Java console contents to service ticket Software versions(nolijweb, Java, Open Office, RDBMS, Tomcat server) NolijWeb module(viewer, Workflow, Forms, Privileges, AI, Purge) What Changed?

5 Problem Description & Related Events (Cont) Accuracy in describing issues is imperative and includes; Nolij Transfer Change to source data Attach config.dll to ticket(issues dealing with code) Attach Nolij Transfer log Installation(OS,SOAP,Proxy server)

6 NolijWeb Logs Most Important Aspect of Troubleshooting Where to find them? Windows

7 Linux/Unix NolijWeb Logs (Cont)

8 NolijWeb Logs (Cont) How to View them? Any standard text editor Prefer enhanced editor (Notepad ++, TextPad) Linux/Unix(vi, Vim,Emacs)

9 NolijWeb Logs (Cont) Which log to look at? Stdout_YYYYMMDD Catalina_YYYYMMDD localhost_yyyymmdd

10 NolijWeb Logs (Cont) Which log to look at cont? When in doubt sort logs by date and view latest

11 What are we looking for? Errors Stack Traces Date/Time Server Information NolijWeb Logs (Cont)

12 NolijWeb Logs (Cont) Example Error and Stack Trace 25 May :03:03,620 ERROR com.nolij.util.kwwfdocsutil Exception occured getting Document Details org.artofsolving.jodconverter.office.officeexception: could not store document: pdf; errorcode: at org.artofsolving.jodconverter.abstractconversiontask.storedocument(abstractconversiontask.java:126) at org.artofsolving.jodconverter.abstractconversiontask.execute(abstractconversiontask.java:62) at org.artofsolving.jodconverter.office.pooledofficemanager$2.run(pooledofficemanager.java:81) at java.util.concurrent.executors$runnableadapter.call(executors.java:441) at java.util.concurrent.futuretask$sync.innerrun(futuretask.java:303) at java.util.concurrent.futuretask.run(futuretask.java:138) at java.util.concurrent.threadpoolexecutor$worker.runtask(threadpoolexecutor.java:886) at java.util.concurrent.threadpoolexecutor$worker.run(threadpoolexecutor.java:908) at java.lang.thread.run(thread.java:619) Caused by: com.sun.star.task.errorcodeioexception: at com.sun.star.lib.uno.environments.remote.job.remoteunorequestraisedexception(job.java:182) at com.sun.star.lib.uno.environments.remote.job.execute(job.java:148) at com.sun.star.lib.uno.environments.remote.jobqueue.enter(jobqueue.java:344) at com.sun.star.lib.uno.environments.remote.jobqueue.enter(jobqueue.java:313) at com.sun.star.lib.uno.environments.remote.javathreadpool.enter(javathreadpool.java:101) at com.sun.star.lib.uno.bridges.java_remote.java_remote_bridge.sendrequest(java_remote_bridge.java:652) at com.sun.star.lib.uno.bridges.java_remote.proxyfactory$handler.request(proxyfactory.java:154) at com.sun.star.lib.uno.bridges.java_remote.proxyfactory$handler.invoke(proxyfactory.java:136) at $Proxy72.storeToURL(Unknown Source) at org.artofsolving.jodconverter.abstractconversiontask.storedocument(abstractconversiontask.java:124)

13 NolijWeb Logs (Cont) Example Server Info 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util Nolij Web Server Startup 06 Jun :54:38,601 INFO com.nolij.util.util Nolij Web: b Jun :54:38,601 INFO com.nolij.util.util Tomcat: Apache Tomcat/ Jun :54:38,601 INFO com.nolij.util.util Java: 1.6.0_25 x32 (from Sun Microsystems Inc.) 06 Jun :54:38,601 INFO com.nolij.util.util OS: Windows XP Jun :54:38,601 INFO com.nolij.util.util Temp Dir: c:\temp 06 Jun :54:38,601 INFO com.nolij.util.util Currently logged in users:0 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util > 06 Jun :54:38,601 INFO com.nolij.util.util >

14 NolijWeb Logs Summary Best Practices Prep Timing is everything Focus on Time of Issue You re SMART!!! Don t give up!!! Zip logs and attach them to Ticket

15 Client/User Side Issue Investigation Issues with Scanning or Drag/Drop Check JAVA version Check JAVA Console Clear local JAVA Cache Clear Browser Cache

16 Client/User Side Information Issues with Scanning or Drag/Drop Displaying Java console and clearing Java cache

17 Client/User Side Information Issues with Scanning or Drag/Drop Java Version and Java Console

18 Client/User Side Information Client/User Issues other than Scan/Drag/Drop Check Browser Version Check local Windows Event Viewer logs Last OS update Last Virus software Update Last JAVA update

19 Nolij Web Case Checklist Problem Description Defined: Exact Error messages (prefer screen shots if applicable) Level of Urgency Included: Production down, Production, Test, Dev, unable to scan Users impact (single, multiple, all) Related Events Identified: What changed? (Updated, Upgraded, Added?) Technical Detail Included: Current Log Files collected and attached Java Console content collected and attached Software versions (NolijWeb, Java, Open Office, RDBMS, Tomcat server) Nolij Web module(viewer, Workflow, Forms, Privileges, AI, Purge) Client/User Side Information Included: Check Browser version, Last OS update, Last virus software update Check local Windows Event Viewer logs Java Version and Java Console