Support Needs Customer Service staff getting the most out of the initial call for help Knowing what to ask and how to get data Knowledge or documentat

Transcription

1 ROES Support

2 Support Needs Customer Service staff getting the most out of the initial call for help Knowing what to ask and how to get data Knowledge or documentation of ROES pieces in Windows and Mac Knowing what top/hot known issues are

3 Installs/Startups Native installers have eliminated extra steps and separate software installs, but Apple systems especially have proven challenging Changes to OS X and several security packages have caused issues

4 Native Installers Windows launch.msi, Apple launch.dmg Windows will install in both 32 and 64 bit OS X 10.8 and higher Both install a private JRE just for ROES

5 Windows Installer Creates folders in ProgramData and Program Files (x86) 32 bit Windows much rarer in Win 10 than with Win 7 Icon embedded in msi installer any changes to icon require re-gen of launch.msi C:\Program Files (x86)\roes C:\ProgramData\SWRoes Private JRE for ROES is

6 Windows Failure - Cleanup Uninstall ROES application from Programs and Features in Control Panel Uninstall should remove the ROES folder in C:\Program Files (x86) Delete SWROES folder in C:\ProgramData ProgramData is hidden! Click or right-click on Windows Start button at lower left and choose Run or enter in search field: %PROGRAMDATA% and folder will open

7 OS X Installer A little history lesson in how to drive developers and users insane!! Apple issued sudden update 1/30/11 that shut down all Java apps due to security concerns On 6/4/2013 DAYS BEFORE THE RUG MEETING - Apple issued update that changed how JNLP files can be executed No surprise that when Sierra was released there were major changes to the Gatekeeper security that caused installer issues

8 OS X Installer Created new install engine to account for Gatekeeper changes Users who updated to Sierra essentially needed to remove the current program and install from a new launch.dmg User s home folder has.roesenginecache Must use Finder, Go Go to folder and enter ~./ROESEngineCache Delete contents, delete ROES.app from Applications, delete any launch.dmg files

9 OS X Installer.ROESEngineCache folder contains JRE, JNLP Folders with periods are hidden system level folders, so not normally visible Branded ROES.app created in Applications Private JRE for ROES in OS X varies and Dialog window mouse interaction changes from to 10.11

10 ROES Client Log ROES v9.5 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, including templates file call and config settings like rtpuri from templates file Always try to get log on first call from customer!

11 Log Clues Java Version listed can help tell you if install was RWS or JWS RWS in Windows is Java 8u91, OS X Java 8u91 or 8u111 depending on OS X version Any others listed will be a usually be a normal Java Web Start install and launch.jnlp usage

12 Startup Failures If launch shows Downloading catalog, reading catalog, etc. then a roeslog has been created and should be obtained Recent issue in macos is startup failure that shows errors listing lines with MacFont in them Usually leads to Quit Unexpectedly dialog This means system has bad/corrupt fonts that cannot be read; using Restore Fonts fixes.

13 Startup Failures Files too old to use Unable to load resource: http launch.jnlp AVG, Avast, Comodo Link scanner/web filter stops software from trying to auto-update and fails startup Recently had and duplicated reports of Avast in Hardened mode listing ROESWebstart.exe and Java s j2plauncher.exe as possible malware

14 Reading the roeslog Startup shows RTP URL info from templates file Configuration settings:

15 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

16 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

17 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

18 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

19 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

20 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

21 Windows ROES Web Start Locations & Notes

22 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

23 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)

24 Order Completion Issues Renamed or moved images log will show issue Odd high-ascii characters in filenames by Mac users should be avoided Be sure to have id and price attributes set on Shipping Methods Customers should not rotate/edit images after they have been added to order (results in bad renders)

25 ROES Server Startup 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.

26 Order Processing Issues Images with bad header info or odd characters can cause order unpack failures in ROES Server and DP2 Server, though we have taken some steps in 9.5 to help with this 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 or lab color correction rotating image

27 Sudden Emergencies If many customers suddenly report they cannot launch, ensure that your website is up and try to run using the launch.jnlp with Java Console on for quick view of startup often site issue or corrupted templates file 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 short term SWS staff can assist in emergencies hosting templates file or receiving orders in a pinch

28 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