Upload
himanshu-kushwaha
View
17
Download
0
Embed Size (px)
DESCRIPTION
AWS
Citation preview
Productivity Solutions,
Product & Marketing
Abacus WorkSpaceTechnical Training21st to 23rd Oct 2013Topic: AWS Technical Checklist
2AWS Technical Checklist
One user affected
Multiple users affected
Multiple locations affected
Note: User need to provide all the required information before logging the issue in Self Service Portal (SSP)
3One user affected
Check
Can he / she work in another computer?
Can another user work in the same computer?
Required information for escalation:
edge.0.log and emulator.log
AWS, OS and Java versions
When was the problem initially reported?
Have there been any recent software / hardware updates?
TRACERT and TELNET result
4One user affected (cont..)
Additional troubleshootingBesides the regular troubleshooting for the specific problem, please try the following:
Rename the affected users Settings folder and launch AWS
Profile switch to another PCC_EPR. If the new PCC_EPR works, rename the original users profile folder, and Profile Switch back to their PCC_EPR
Restart the PC in Safe Mode and launch AWS
With the users approval, uninstall Java if it is installed in Windows
5Multiple users affectedCheck
What do they have in common? (Network, Modem, Location)
Is the problem specific to a single PCC?
Do they use a client-server setup? (Shared folders, V.M.s)
Do they use a Proxy?
Required information for escalation:
edge.0.log and emulator.log
AWS, OS and Java versions
When was the problem initially reported?
Have there been any recent software / hardware updates?
ISP, Public IP
TRACERT and TELNET result
6Multiple locations affected
Check
What do they have in common? (ISP, 3rd party Software)
Is the problem specific to a single PCC?
Are our websites up? (sslvpn.sabre.com, access.sabre.com, etc)
Required information for escalation:
edge.0.log and emulator.log
AWS, OS and Java versions
When was the problem initially reported?
Have there been any recent software / hardware updates?
ISP, Public IP
TRACERT and TELNET result
7Additional troubleshootingBesides the regular troubleshooting for the specific problem, please try the following:
Try to reproduce the error at your own location with your own equipment.
Multiple locations affected
8How to get the required information
Logs:
edge and emulator logs are located in the Settings folder.
Find them by going to :
Tools > Options > Abacus system > Advanced > Log location
9Tracert and Telnet
For AVPN related issues:
TRACERT SABREVPN.SABRE.COM
TRACERT SSLVPN.SABRE.COM
For installation issues:
TRACERT PROVISIONING.MY.SABRE.COM
TRACERT UPDATESITE.MY.SABRE.COM
For authentication / sign in issues:
TELNET AUTH.MY.SABRE.COM 443
How to get the required information (cont)
Thank You