Summary

Description
Current article is listing required information when opening a Support case on Automator in function of the 10 main typologies of issues and for all Supported OS.

1. Case of crash or freeze of a production server (PS)
2. Case of crash or freeze on the Modeling Server (MS)
3. Case of Crash or freeze of the Domain Server (DS)
4. Case of crash of the GUI
5. Case where 2 Automator Components cannot communicate
6. Case of Jobs that cannot be submitted or never finishing
7. Case during Export/Import of charts
8. Case of errors when submitting generic jobs
9. Case of errors with message to send to Sentinel
10. Case of errors/issues with the Core Services (v4.1 only)
11. Case of issues related to the Hub Server
12. For all other cases

Details

1. Case of crash or freeze of a production server (PS)

All OS: all files from folder /Automator/PServer/logs (IFS for OS400)
opspserver.lg1/lg2 files
sp_<date>*.log files
Unix/Linux: core file in <Axway_HOME>/Automator/PServer/bin
For freeze case, Core must be generated by a « kill -6 » on opspserver
Ideally, core must be processed on site with GDB/DBX (see process at the end of Article)
Windows: Dump file
Dump must be generated for freeze case (right-click on opspserver process, then “generate a dump”)
OS400: DSPLOG/QPJOBLOG at more or less 30 min around time of issue

2. Case of crash or freeze on the Modeling Server (MS)

All OS: all files from folder /Automator/PServer/logs
opspserver.lg1/lg2 files
Unix/Linux: core file in <Axway_HOME>/Automator/MServer/bin
For freeze case, Core must be generated by a « kill -6 » on opspserver
Ideally, core must be processed on site with GDB/DBX (see process at the end of Article)
Windows: Dump file
Dump must be generated for freeze case (right-click on opsmserver process, then “generate a dump”)
OS400 : NA, there is no Modeling server on OS400

3. Case of Crash or freeze of the Domain Server (DS)

All OS : all logs from folder <Axway_HOME>/Automator/DServer/logs (IFS for OS400)
OS400 : DSPLOG/QPJOBLOG at more or less 30 min around time of issue

4. Case of crash of the GUI

Logs of the target Server
In case of a Modeling Server: opsmserver.lg1/lg2
In case of a Production Server: opspserver.lg1/lg2 (IFS for OS400)
The whole folder ../GUI/log of the machine hosting the GUI

5. Case where 2 Automator Components cannot communicate

Logs of the concerned 2 servers
In case of Production Server: opspserver.lg1/lg2 (IFS for OS400)
In case of a Modeling Server: opsmserver.lg1/lg2
In case of Domain Server: the whole folder ../DServer/logs
In case of the GUI: the whole folder ../GUI/log
Results of network tests from Automator console management
Results of the command « netstat –a » on the concerned machines
Results of command « nslookup » using the 2 IP address and the 2 hostnames from the 2 machines (8 tests)

6. Case of Jobs that cannot be submitted or never finishing

On concerned PS from <Axway_HOME>/Automator/PServer/log (IFS for OS400)
Opspserver.lg1/lg2 log files
sp_<date>.log files (for date of issue)
spjob_<date>.log (for date of issue)
Joblog .s et .e files for these jobs
In case there is a main Production Server
Opspserver.lg1/lg2 log files
sp_<date>.log files (for date of issue)
spjob_<date>.log (for date of issue)
Name of the job/instance
Date/Time of issue

7. Case during Export/Import of charts

Versions and Patch/SP level of both source and target Modeling Servers
On the target Modeling Server <Axway_HOME>/Automator/MServer/log
opsmserver.lg1/lg2 files at level 2 of traces (log level can be updated dynamically from the console management of Automator)
Date of Import/Export
Copy of concerned chart generated by Source Modeling Server

8. Case of Issue when submitting generic jobs

Concerned job: SAP, JDE, PSoft, Movex, CFT, Gateway, Interpel, WS or PM
On concerned Domain Server <Axway_HOME>/Automator/DServer/log (IFS for OS400)
The whole folder <Axway_HOME>/Automator/DServer/logs
On concerned PS from <Axway_HOME>/Automator/PServer/log (IFS for OS400)
opspserver.lg1/lg2 log file
all logs sp_<date>*.log log files (for concerned date)
An export of concerned
Name of Job/Instance

9. Case of errors with message to send to Sentinel

On concerned Servers
opspserver.lg1/lg2 and sp_*.log files from <Axway_HOME>/Automator/PServer/log (IFS for OS400)
or opsmserver.lg1/lg2 from <Axway_HOME>/Automator/MServer/log
sentinel.cfg file from <Axway_HOME>/Automator/*Server/config

10. Case of errors/issues with the Core Services (v4.1 only)

Following logs by using command of docker given below
docker-compose logs --no-color -t itopsvision-ui > itopsui_compose_<date>.log
docker-compose logs --no-color -t itopsvision-automator > itops-automator_compose_<date>.log
docker-compose logs --no-color -t itopsvision-automator-aggregation > itop-automator-agg_compose_<date>.log
docker-compose logs --no-color -t document-manager > dm_compose_<date>.log
docker-compose logs --no-color -t keycloak-itopsvision > keycloak_compose_<date>.log
docker-compose logs --no-color -t elasticsearch-itopsvision > elastic_compose_<date>.log
Notice logs of ElasticSearch (ELK) can be collected on external cluster directly when the node is external
Status of containers
Docker-compose ps
Following configuration details
.env
Docker-compose.yml
Application.properties for each Service (in each service folder /config in sub folder)

11. Case of issues related to the Hub Server

• Provide the full directory: hubserver/db
• Provide the file: hubserver/config/confile.json
• Screenshot of the environments created on Amplify (to verify the Environment ID used)
• On the Modeling Server:
  • The file MServer/config/OPSchedule.ini
  • The file MServer/lists/sbct_param.lst

12. For all other cases

On concerned PS from <Axway_HOME>/Automator/PServer/log (IFS for OS400)
Opspserver.lg1/lg2 log files
sp_<date>*.log files (for date of issue)
On concerned MS from <Axway_HOME>/Automator/MServer/log
Opsmserver.lg1/lg2 log files
Name of concerned object/instance
Date/time of issue
An export of concerned chart

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Annexe: How to debug with GDB/DBX?

With GDB:
gdb <binaire> <core.xxx> -ex "thread apply all bt" -ex "quit" > output.log 2>&1

Where <binary> is the binary that generated the core file (opspserver (PS), opsmserver (MS), ...)