Initial Start up issues - Revision history

Saychakr at 07:46, 24 February 2011

2011-02-24T07:46:36Z

← Older revision		Revision as of 07:46, 24 February 2011
Line 137:		Line 137:
	[[Category:Unified ICM/CCE & Hosted, Release 7.5]]		[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
	[[Category:Unified CCE, Release 8.0]]		[[Category:Unified CCE, Release 8.0]]
-	~~[[Category:Unified ICM/Contact Center Enterprise & Hosted \| Troubleshooting]]~~

Saychakr at 07:40, 24 February 2011

2011-02-24T07:40:19Z

← Older revision		Revision as of 07:40, 24 February 2011
Line 133:		Line 133:


-	~~[[Category:Unified ICM/Contact Center Enterprise & Hosted]]~~
	[[Category:Unified Contact Center Express]]		[[Category:Unified Contact Center Express]]
	[[Category:Unified Contact Center Enterprise]]		[[Category:Unified Contact Center Enterprise]]

Saychakr at 13:12, 11 January 2011

2011-01-11T13:12:18Z

← Older revision		Revision as of 13:12, 11 January 2011
Line 131:		Line 131:
	\|Try to restart the concerned services’ process and instance and see if they started properly. Check using monitors if they are processing properly. If the problem persists, stop eGain service on the services server and verify through Windows Task Manager that all java & javaw processes have been terminated. If not kill them. If at this point, there are no java and javaw processes left, restart the eGain services on all the servers in proper sequence otherwise (may be because killing the process from Task Manager didn’t succeed), reboot the services server and then restart the eGain services on all the servers in proper sequence.		\|Try to restart the concerned services’ process and instance and see if they started properly. Check using monitors if they are processing properly. If the problem persists, stop eGain service on the services server and verify through Windows Task Manager that all java & javaw processes have been terminated. If not kill them. If at this point, there are no java and javaw processes left, restart the eGain services on all the servers in proper sequence otherwise (may be because killing the process from Task Manager didn’t succeed), reboot the services server and then restart the eGain services on all the servers in proper sequence.
	\|}		\|}
		+
		+
		+	[[Category:Unified ICM/Contact Center Enterprise & Hosted]]
		+	[[Category:Unified Contact Center Express]]
		+	[[Category:Unified Contact Center Enterprise]]
		+	[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
		+	[[Category:Unified CCE, Release 8.0]]
		+	[[Category:Unified ICM/Contact Center Enterprise & Hosted \| Troubleshooting]]

Saychakr at 11:05, 5 January 2011

2011-01-05T11:05:46Z

← Older revision		Revision as of 11:05, 5 January 2011
Line 77:		Line 77:
	\|The IIS is running but the application server is down. Check logs, fix the issue if any and restart eGain services on all egain servers in the proper sequence.		\|The IIS is running but the application server is down. Check logs, fix the issue if any and restart eGain services on all egain servers in the proper sequence.
	\|-		\|-
		+	\|Primary application server
		+	\|Access the login URL using port 9001
		+	\|“Page cannot be displayed”
		+	\|Stop the Weblogic on the primary app server by invoking egainstop.bat
		+	\|The application server is down. Check logs, fix the issue if any and restart eGain services on all egain servers in the proper sequence.
		+	\|-
		+	\|Secondary application server
		+	\|Ping the server name
		+	\|Ping failed
		+	\|Disconnect network cable of the secondary app server
		+	\|Fix the issues that have resulted in the network connection failure for the server and restart eGain service on the concerned secondary app server.
		+	\|-
		+	\|Secondary application server
		+	\|Access the login URL through IIS
		+	\|“Page cannot be displayed”
		+	\|Stop the IIS on secondary app server
		+	\|Access the login URL by accessing the application server directly through port 9001. If this succeeds then the problem is with IIS. Fix the reason for unavailability of IIS e.g. restart the IIS on the concerned server.
		+	\|-
		+	\|Secondary application server
		+	\|Access the login URL through IIS
		+	\|“Message from ISAPI plugin: No backend server…”
		+	\|Stop the Weblogic on the secondary app server by invoking egainstop.bat
		+	\|The IIS is running but the application server is down. Check logs, fix the issue if any and restart eGain service on the concerned secondary app server.
		+	\|-
		+	\|Secondary application server
		+	\|Access the login URL using port 9001
		+	\|“Page cannot be displayed”
		+	\|Stop the Weblogic on the secondary app server by invoking egainstop.bat
		+	\|The application server is down. Check logs, fix the issue if any and restart eGain service on the concerned secondary app server.
		+	\|-
		+	\|DB server
		+	\|Ping server name
		+	\|Ping failed
		+	\|Disconnect network cable of the DB server
		+	\|Fix the issues that have resulted in the network connection failure for the DB server and restart eGain services on all servers in proper sequence.
		+	\|-
		+	\|File server
		+	\|Ping server name
		+	\|Ping failed
		+	\|Disconnect network cable of the File server
		+	\|Fix the issues that have resulted in the network connection failure for the file server and restart eGain services on all servers in proper sequence.
		+	\|-
		+	\|Services Server
		+	\|Ping the server name
		+	\|Ping failed
		+	\|Disconnect network cable of the services server
		+	\|Fix the issues that have resulted in the network connection failure for the server and restart eGain services on all servers in proper sequence.
		+	\|-
		+	\|Services server
		+	\|Monitor Services’ Process and Instance
		+	\|Services do not seem to be running - Rx, Dx or W/f issues
		+	\|Kill the java, javaw processes on services server
		+	\|Try to restart the concerned services’ process and instance and see if they started properly. Check using monitors if they are processing properly. If the problem persists, stop eGain service on the services server and verify through Windows Task Manager that all java & javaw processes have been terminated. If not kill them. If at this point, there are no java and javaw processes left, restart the eGain services on all the servers in proper sequence otherwise (may be because killing the process from Task Manager didn’t succeed), reboot the services server and then restart the eGain services on all the servers in proper sequence.
		+	\|}

Saychakr at 10:58, 5 January 2011

2011-01-05T10:58:54Z

← Older revision		Revision as of 10:58, 5 January 2011
Line 70:		Line 70:
	\|Stop the IIS on primary app server		\|Stop the IIS on primary app server
	\|Access the login URL by accessing the application server directly through port 9001. If this succeeds then the problem is with IIS. Fix the reason for unavailability of IIS e.g. restart the IIS on the concerned server.		\|Access the login URL by accessing the application server directly through port 9001. If this succeeds then the problem is with IIS. Fix the reason for unavailability of IIS e.g. restart the IIS on the concerned server.
		+	\|-
		+	\|Primary application server
		+	\|Access the login URL through IIS
		+	\|“Message from ISAPI plugin: No backend server…”
		+	\|Stop the Weblogic on the primary app server by invoking egainstop.bat
		+	\|The IIS is running but the application server is down. Check logs, fix the issue if any and restart eGain services on all egain servers in the proper sequence.
	\|-		\|-

Saychakr at 10:57, 5 January 2011

2011-01-05T10:57:49Z

← Older revision		Revision as of 10:57, 5 January 2011
Line 64:		Line 64:
	\|Disconnect network cable of the primary app server		\|Disconnect network cable of the primary app server
	\|Fix the issues that have resulted in the network connection failure for the server and restart eGain services on all servers in proper sequence.		\|Fix the issues that have resulted in the network connection failure for the server and restart eGain services on all servers in proper sequence.
		+	\|-
		+	\|Primary application server
		+	\|Access the login URL through IIS
		+	\|“Page cannot be displayed”
		+	\|Stop the IIS on primary app server
		+	\|Access the login URL by accessing the application server directly through port 9001. If this succeeds then the problem is with IIS. Fix the reason for unavailability of IIS e.g. restart the IIS on the concerned server.
	\|-		\|-

Saychakr at 10:54, 5 January 2011

2011-01-05T10:54:57Z

← Older revision		Revision as of 10:54, 5 January 2011
Line 50:		Line 50:
	'''''Miscellaneous Errors'''''		'''''Miscellaneous Errors'''''
	:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Application Server.log or eg_log_<server_name>_EAAS-process.log		:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Application Server.log or eg_log_<server_name>_EAAS-process.log
		+
		+
		+	{\| border="2" cellspacing="0" cellpadding="2"
		+	!Server
		+	!Test
		+	!Result
		+	!Simulating fault
		+	!Action
		+	\|-
		+	\|Primary application server
		+	\|Ping the server name
		+	\|Ping failed
		+	\|Disconnect network cable of the primary app server
		+	\|Fix the issues that have resulted in the network connection failure for the server and restart eGain services on all servers in proper sequence.
		+	\|-

Saychakr at 10:42, 5 January 2011

2011-01-05T10:42:19Z

Saychakr at 10:37, 5 January 2011

2011-01-05T10:37:34Z

← Older revision		Revision as of 10:37, 5 January 2011
Line 43:		Line 43:
	:* Verify if increased download of data is occurring from the ICM server as part of the GUI Configuration Wizard.		:* Verify if increased download of data is occurring from the ICM server as part of the GUI Configuration Wizard.
	:* Verify eg_log_<server_name>_Application Server.log for error/exceptions relating to connectivity failures.		:* Verify eg_log_<server_name>_Application Server.log for error/exceptions relating to connectivity failures.
		+
		+	'''ICM returning a LABEL instead of Agent ID with DO_THIS_WITH_TASK'''
		+	:* Verify ICM script, and check if any of the targets are agent nodes.
		+	:* Verify conditions specified in the ICM script to see if routing is following the given path.

Saychakr at 10:35, 5 January 2011

2011-01-05T10:35:52Z

← Older revision		Revision as of 10:35, 5 January 2011
Line 39:		Line 39:
	:* From the CMB logs, check for the message : “Transport link is Up” – This message indicates that the RMI connection between CMB and Listener instance is active.		:* From the CMB logs, check for the message : “Transport link is Up” – This message indicates that the RMI connection between CMB and Listener instance is active.
	:* There should be NO alerts in the CMB administration UI.		:* There should be NO alerts in the CMB administration UI.
		+
		+	: '''Run network trace routes, ping command, etc, to the ICM server to test connectivity.'''
		+	:* Verify if increased download of data is occurring from the ICM server as part of the GUI Configuration Wizard.
		+	:* Verify eg_log_<server_name>_Application Server.log for error/exceptions relating to connectivity failures.

← Older revision		Revision as of 10:42, 5 January 2011
Line 2:		Line 2:


-	'''EAAS instance not starting'''	+	'''''EAAS instance not starting'''''

	:* Verify from the System Console if EAAS process is running. If not, start this service.		:* Verify from the System Console if EAAS process is running. If not, start this service.
	:* Analyze JAVA exceptions that may have been logged in eg_log_<Server_name>_EAAS-process.log.		:* Analyze JAVA exceptions that may have been logged in eg_log_<Server_name>_EAAS-process.log.

-	'''Listener instances not starting'''	+	'''''Listener instances not starting'''''

	:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Listener-process.log.		:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Listener-process.log.
	:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Application Server.log		:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Application Server.log

-	'''When trying to create a new listener instance, the error “You have exceeded the maximum number of instances allowed for this partition” is returned.'''	+	'''''When trying to create a new listener instance, the error “You have exceeded the maximum number of instances allowed for this partition” is returned.'''''

	:* Increase the maximum limit for number of instances in the Listener Process administration section of System Console.		:* Increase the maximum limit for number of instances in the Listener Process administration section of System Console.
	:* Click on partition node, and increase the maximum allowable instances in the services section.		:* Click on partition node, and increase the maximum allowable instances in the services section.

-	'''CIM looses connectivity to ICM'''	+	'''''CIM looses connectivity to ICM'''''

	: '''How do I verify if EAAS instance is connected to the MR-PIM or verify that the MR link is active/enabled ?'''		: '''How do I verify if EAAS instance is connected to the MR-PIM or verify that the MR link is active/enabled ?'''
Line 44:		Line 44:
	:* Verify eg_log_<server_name>_Application Server.log for error/exceptions relating to connectivity failures.		:* Verify eg_log_<server_name>_Application Server.log for error/exceptions relating to connectivity failures.

-	'''ICM returning a LABEL instead of Agent ID with DO_THIS_WITH_TASK'''	+	'''''ICM returning a LABEL instead of Agent ID with DO_THIS_WITH_TASK'''''
	:* Verify ICM script, and check if any of the targets are agent nodes.		:* Verify ICM script, and check if any of the targets are agent nodes.
	:* Verify conditions specified in the ICM script to see if routing is following the given path.		:* Verify conditions specified in the ICM script to see if routing is following the given path.
		+
		+	'''''Miscellaneous Errors'''''
		+	:* Analyze JAVA exceptions that may be logged in eg_log_<server_name>_Application Server.log or eg_log_<server_name>_EAAS-process.log