Reading the roeslog. Startup shows RTP info from templates file Configuration settings: 22) 2016/04/01:13:42:39 Added config value

Transcription

1 ROES Support 201

2 ROES Client Log ROES v9 starts logging immediately Available from Diagnostics Show Log button in Home or on drive in.labname folder (hidden on OS X) Shows Client version, JRE version, Operating System and Memory Allocation and all activity

3 Reading the roeslog Startup shows RTP info from templates file Configuration settings: 21) 2016/04/01:13:42:39 Added config value from templates file: rtpuri, : ) 2016/04/01:13:42:39 Added config value from templates file: rtpuri2, :8778

4 Reading the roeslog Startup shows RTP info from templates file Configuration settings: 21) 2016/04/01:13:42:39 Added config value from templates file: rtpuri, : ) 2016/04/01:13:42:39 Added config value from templates file: rtpuri2, :8778

5 Client Log Send via FTP 756) 2014/10/20:16:53:56 Set FTP to pasv transfer 757) 2014/10/20:16:53:57 FTPUtility changing to directory:./ DEBUG [com.enterprisedt.net.ftp.ftpcontrolsocket] 20 Oct :53: : ---> SIZE order_12360_11d8c0bfd91_89.ro DEBUG [com.enterprisedt.net.ftp.ftpcontrolsocket] 20 Oct :53: : 550 order_12360_11d8c0bfd91_89.ro: The system cannot find the file specified. 758) 2014/10/20:16:53:57 Couldn't retrieve partial file size, ignoring DEBUG [com.enterprisedt.net.ftp.ftpcontrolsocket] 20 Oct :53: : ---> PASV DEBUG [com.enterprisedt.net.ftp.ftpclient] 20 Oct :53: : Transferred 0 bytes to remote host 759) 2014/10/20:16:53:57 Caught exception sending order Connection reset java.net.socketexception: Connection reset

6 Client Log Send via FTP FTP can still fail in Windows due to Windows Firewall and older Java In Command Prompt window need to run: netsh advfirewall set global StatefulFTP disable

7 Client Log Send via RTP Unparseable retry attempts, using 5. Order upload: order_ _148574e263a_6.ro 10% of Order upload: order_ _148574e263a_6.ro 20% of Order upload: order_ _148574e263a_6.ro 30% of Order upload: order_ _148574e263a_6.ro 40% of Order upload: order_ _148574e263a_6.ro 50% of Order upload: order_ _148574e263a_6.ro 60% of Order upload: order_ _148574e263a_6.ro 70% of Order upload: order_ _148574e263a_6.ro 80% of Order upload: order_ _148574e263a_6.ro 90% of Order upload: order_ _148574e263a_6.ro 100% of

8 Client Log Send via RTP 121) 2014/10/29:11:39:12 order_ _148574e263a_6.ro status ) 2014/10/29:11:39:12 order_ _148574e263a_6.ro status ) 2014/10/29:11:39:12 order_ _148574e263a_6.ro status ) 2014/10/29:11:39:12 Unparseable retry attempts, using ) 2014/10/29:11:39:33 order_ _148574e263a_6.ro status ) 2014/10/29:11:39:33 Failed to send: C:\Users\SteveBara\.SteveTest\queued\order_ _148574e263a_6. ro Connection timed out: connect Firewall may be preventing access to RTP port

9 Log Clues Java Version listed can help tell you if install was RWS or JWS RWS in Windows is Java 8u5, OS X Java 8u5/65 depending on OS X version Any others listed will be a normal Java install and launch.jnlp usage

10 RWS Install Logging OS X OS X Console shows all activity and will have specific entries to ROESWebStart and ROESEngine Can be activated from Dock or Applications

11 RWS Install Logging - Windows Main area is C:\ProgramData\SWRoes The LaunchLog.txt file contains all the initial startup information from msi execution to engine handoff to execution of the launch.jnlp Let s look at the SWROES folder contents

12 Windows ROES Web Start Locations & Notes

13 Most Common Reasons For Fail Errors on install often just a failure to connect and download from the web. Re-executing the launch.msi or launch.dmg usually connects and runs OK. Permissions issues: - OS X and need to manually copy.app file to Applications and run from there - Windows may not be able to write to ProgramData folder - Windows may not fully unpack engine

14 Designer Render Failure Render may fail and throw exception: Memory 139/455 MB, 8 processors. Presenter rendering max axis: 1440 java.lang.outofmemoryerror: Java heap space Check log for memory allocation if low try different install (like RWS in Win or special jnlp from SWS for OS X)

15 Order Completion Issues Renamed or moved images = BAD Odd high-ascii characters in filenames = BAD Be sure to have id and price attributes set on Shipping Methods Do not rotate images after they have been added to order (results in squished or stretched renders)

16 Order Processing Issues Odd characters and unexpected system shutdowns can cause corruption and Content not allowed in Prolog at the Server May not know until relaunch of ROES Server when server does not start properly. Issue could be corrupted Printer or Queue xml files (they will show 0Kb for size) or corrupted preferences.xml file in.roessarserver folder. Also a bad order.xml in Working Files can be culprit cut last couple of days Working Files folders into separate directory and try launch.

17 Order Processing Issues Images with corrupt or bad header info can cause order unpack failures in ROES Server and DP2 Server Use ROPack utility to test and get info on bad images; can replace with originals from studio/customer and try re-pack Renders of products in either ROES Server that appear squished or stretched likely due to user rotating the images after they were added to the order

18 Sudden Emergencies If many customers suddenly report they cannot launch, please check your website is up and try to run using the launch.jnlp with Java Console on for quick view of startup Lab Outages (Power or just Internet or web site down) Best bet is to have a backup location like a hosted server. You can send orders to this server via FTP (or RTP if dedicated and you have desktop access). SWS staff can assist in emergencies hosting templates file or receiving orders in a pinch

19 Support Tips Get roeslog on first call from customer CS Staff should get as much data from customer as possible and if needed forward to SWS team Studios should never be told to call SWS directly lab should arrange call with SWS staff to work together with studio to resolve so lab CS can see solution and handle next occurrence