Cameron Siguenza VP Services. FileHold Diagnostics An IT Overview Wed, July 6

Transcription

1 Cameron Siguenza VP Services FileHold Diagnostics An IT Overview Wed, July 6

2 Index: Overview of FileHold Diagnostics FileHold Server Application System Components System Services File Paths Supported OS and.net Frameworks Windows Event Viewer FileHold Server Health Checker AD Sync Log File Desktop Client Local Logging Client OS Permissions Common Issues Troubleshooting Tips Web Client Troubleshooting Reproducing the Issue General System Troubleshooting Getting Help How to Report a Problem

3 Server Application - Components 1. IIS 7.X Web Server Application (.NET 2.X/3.5.x % C#.NET) FH App Pool Application under service account 5 secured Web Services 2. Five SQL Databases (one for each Web Service using Fortress Security methodology) 3. Microsoft LDS Instance > FHURM Instance 4. Server Scheduled Tasks (Operates fileholdadm.exe > FileHold web services and SQL stored procedures for system maintenance) 16 in total 5. Windows Event Viewer section(s) for FileHold related information 6. FileHoldData folder structure FHURMBackups DocumentRepository FullTextSearch\DTSIndex Collection 4. Scheduled Tasks (16) 6. FileHoldData 1. IIS 7.X Server Application 5. Windows Event Viewer 3. LDS > FHURM Instance 2. SQL 2008 x64 Databases

4 Key System Services 1. LDS > FHURM Service 2. FileHold Workflow Host Service 3. MSSQLSERVER Service 4. World Wide Web Publishing Service

5 File Paths for Components 1..NET Frameworks 3. FileHoldData - Directories 4. LDS > FHURM Instance Directory 2. Application Server Directory 5. SQL 2008 x64 Databases

6 .NET and Server OS / SQL Version Support Frameworks:.NET 2.X,.NET 3.5.X,.NET 4.0 Frameworks OS Legacy Support: Windows 2003 R2 32 bit and MS SQL 2005 are still supported for the next few years. OS Current Focus: Windows 2008 R2 x64 bit, SQL 2008 R2 x64 and 64 bit Server Applications Updated information is always located on the FileHold.com web site:

7 Diagnostics: Windows Event Viewer Windows Event Viewer.NET, Application issues (Application) Windows Operating System (System) Microsoft LDS / MS ADAM FHURM Instance Logging (ADAM FHURM) FileHold Server / FileHold Client Errors (FileHold) Incorrect user password logon attempts are logged with FileHold (Logging) FileHold Full Text Search Logging (FileHoldFTS)

8 Server: FileHold Health Checker The FileHold Health Checker - tool checks 250 Windows Server configuration and FileHold Server Application health settings. For more information: Is being improved with each release Must be run by a Server / IT administrator and specifically must be: Administrator of the MS SQL Server Member of MS ADAM / LDS > Administrators Group Windows Server Administrator *Domain Administrator (for AD related testing) Can be saved as an HTML file and sent to support@filehold.com or attached to a SUPPORT CASE If using Windows 2008 / R2 x 64: C:\Program Files\FileHold Systems\FH\FileHold\FHInstrumentation If using Windows 2003 R2 : C:\inetpub\wwwroot\FH\FileHold\FHInstrumentation Once complete - the report will display in a color coded format. Green = good, all conditions normal. Amber / Yellow = warnings / informational messages ( this does not mean anything is wrong ) Red = improper configuration made during server preparation or a change in configuration to the Server OS, Database Server, FileHoldData - or - you are simply not running the tool with the correct IT administrator permissions.

9 Server: AD Sync Troubleshooting FileHold Server AD Sync Process How it works: A scheduled task runs hourly and using the Microsoft Sync Engine, synchronizes the Domain down to > FileHold s: LDS > FHURM Instance > YourDomainName AD Sync Log File Provides detailed logging information Can be configured to leave a unique log each hour, or to self-maintain and replace existing log file (Windows 2008 Located in> Program Files>FileHold Systems>Application Server>fileholdadm For more information:

10 FDA: Local Logging Desktop Client logging Error.log This is the FileHold Desktop Client error log file - The absence of this log file also does not mean anything is necessarily wrong Trace.log It is only present when.net framework related errors are present or have occurred in the past Import.log Used exclusively for the Manage Imports feature in the Desktop Client. For users that are importing XML/documents from scanning solutions like EMC QSP, Kodak Capture Pro, Kofax Ascent Capture Windows Event Viewer (on User s PC, and / or on FileHold Server) These log files locations vary depending on OS. Refer to the troubleshooting guide link Windows XP Pro 32 bit with Service Pack 3 Windows Vista Business, Enterprise and Ultimate (32 bit and 64 bit) with Service Pack 2 Windows 7 Business, Enterprise and Ultimate (32 bit and 64 bit) with Service Pack 1

11 FDA: Client OS Permissions Desktop Client > OS Folder(s) / Permission(s) User's permissions on several Windows folders located on the Windows PC that are related to the operation of the Desktop Client have been changed, corrupted, blocked, or no longer function correctly. Location of Desktop Client Application Executable varies by type of Operating System - here are some example locations: Windows XP Professional C:\Program Files\FileHold\FDA Windows 64 bit Vista / Windows 7 Example C:\Program Files (x86)\filehold\fda Windows 32 bit Vista / Windows 7 Example C:\Program Files\FileHold\FDA For more information:

12 FDA: Common Issues Not installed with the right permissions How it was installed (credentials, security restrictions at Operating System level).net Framework Issues Damaged.NET framework(s) Incorrect version of.net Framework Forgetting how FileHold Security works Cabinet > Folder + Schema permissions (3 separate areas to configure) (I can t see any documents!) Conflicts with Antivirus / Security Suite Software See the Desktop Troubleshooting Guide for more information:

13 FDA: Troubleshooting Tips FileHold approaches FDA client related issues using these basic guidelines: What Windows desktop operating system is used? Which service pack is applied? What.NET framework is installed on the end-users PC that is having the issue? Does every Desktop Client user have this issue? (if only one user or a few users have the issue, it must be something specific that is wrong with that user's PC) Have the user login on a different PC does the problem reoccur? What times during the day do these occur? Keep a simple log of when it happens, and what they are doing at the time it happens In the past, we have had issues with VPN Clients, Network Cards, WiFi connectivity issues all interfering with the normal operation of the Client. Sometimes a pattern can be established that helps with troubleshooting The time / event list kept by a user for a few hours or a day or two can be double checked against the user's Windows Desktop Operating system's Windows Event viewer and the FileHold Server event viewer by an IT administrator or help desk technician. What is the user doing when the problem occurs? (Logging in, Check out a file, getting a copy of a file, viewing a file, sending a file to FileHold, Editing Metadata, Searching, Viewing a Folder, etc.) For more information, see the Desktop Troubleshooting Guide:

14 Web Client Troubleshooting Web Client Troubleshooting Server > Windows Event Viewer (cross reference user s issue with the Server s event viewer) Browser version. See the system requirements for more information Local Intranet Site listing does not contain fully qualified server name JavaScript is disabled (cannot click on anything / contextual menus do not work) Blocked downloading of files Internet Explorer > Browser cache causes strange persistence issues. See Troubleshooting Internet Explorer for more information

15 Web Client: Reproducing the Issue Web Client Troubleshooting Reproducing user s issue separately using the FH Server s web browser using localhost in place of the actual server name can help. Example: - would be - If possible, try a different browser. IE and FireFox are supported, Google Chrome will work as well in FileHold 09, although full support is coming with FileHold 12 in Q4, 2011 for both Chrome and Safari.

16 General Troubleshooting General Troubleshooting Tips If a Client PC issue - Can it be reproduced after a reboot of the client PC? If no users can login reboot server and make sure you can login on the Server itself on the Desktop Client and Web Client Reproduce the issue - Does running the Desktop Client on the server reproduce the same issue? Can it be reproduced by logging into a different PC with the specific user s credentials? Has the FileHold server been rebooted? Have the WWW, FHURM, FileHold Workflow and SQL Services been restarted? Is the SQL database server accepting connections? Create a FileHold server health checker report. Does everything look normal / green? For more information, see the Troubleshooting Guide - For more information about the Health Checker, see

17 Getting Help 1. Online support cases (support portal). These get priority for critical issues. To be used by FileHold Administrators, IT professionals, IT Helpdesk personnel. When submitting a technical support question via the case system please include the following: A detailed description of the problem and how to reproduce it. Saying I have a problem with FileHold doesn t tell us anything. Any error messages from event viewer, or onscreen. Run the Server Health Checker and attach the report file to the case or . Please use Zip or WinRAR or 7-Zip and attach relevant errors in FileHold and Windows Server Event Logs. Have someone in IT help if you do not have access. Screenshots of the problem or of any actual error messages that appear are also very helpful. Please note that Unexpected error is a generic message we use, since we do not want to show the error to the user for security reasons so the event viewer(s), client log files, and server health checker all need to be examined for clues, and then sent in for analysis. 2. Support@filehold.com Please note that when ing support@filehold.com Zip files are viewed with suspicion by our enterprise Antivirus security system, so it is best to attach them to our support case system. Avoid attaching large BMP screen dump style screenshots of the issue. Use GIF, JPG or PNG format, Windows 7 snipping utility, or free screen capture utility works best. See all the FileHold troubleshooting articles at