Troubleshooting and Log Collection

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Troubleshooting and Log Collection

Problem Summary Troubleshooting and Log Collection
Error Message N/A
Possible Cause N/A
Recommended Action

1. Open DSN created in WB server for UCCX and verify that DB connectivity is working fine by clicking "Apply and Test Connection" button.

2. If data displayed on WB display is not comming from Master DB server.

   a) First check which server in cluster has the DB mastership by using following URL from any of the WB server.
      "http://<UCCX server IP Address>/uccx/isDBMaster  ". This URL will tell whether requested UCCX server has DB mastership or not.
   b) In the registry of WB server, check value of "SERVER" field in DSN created for UCCX under "HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI". It should be pointing to the UCCX server which has DB mastership.

3. Various responses of REST API requested using " http://<UCCX server IP Address>/uccx/isDBMaster " URL

  a) XML response (following is the sample)
     <?xml version="1.0" encoding="UTF-8" ?> 
     <node>
 		<version>1.0</version> 
               <isDBMaster>true</isDBMaster>
     </node>
    
     <isDBMaster>true</isDBMaster> means requested UCCX server has DB mastership.
  b) Request can not be processed as it has not been made from wallboard System  
      This response means, the server from where web service has been requested is not configured in Tools -> Real Time Snapshot Config page from the Unified CCX Administration menu bar.
  c) Request can not be processed as DB master node is not reachable 
      This response means that requested server is down or not reachable.

4. REST API, Log collection and analysis.

  Log file Location: /uccx/log/MADM
  String to search: Wallboard REST API:
Release Release 8.0(1)
Associated CDETS #

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