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OnBase TroubleshootingGreg Wheeler, Customer Care Team Manager
What went wrong? Something is misconfigured Bad data causes recurring errors Your specific environment causes a strange problem
with the software A performance bottleneck causes errors Custom Code is failing You may have discovered a bug in the software
Documents stopped appearing in a Workflow queue“Problem with the environment”
Unity Client error/ performance troubleshooting“Problem with the software’s behavior”
(based on actual Customer Care Team solved cases)
Two sample scenarios
Scenario #1: Where are my files? Users report that a Workflow queue that normally contains
documents is empty
These Files are images that are released from another system
Just started this morning!
Uh, where are they?
?
Where do we start? Most problems are way too big—we need to make them
smaller and more manageable/testable
Data Collection We need to know what the user, application,
script or service was doing We need to try to differentiate between a
coding, data or environmental cause Can it be reproduced at will? What about in
another environment? What do the logs say?
Narrowing an issue down Is it a problem with thick client, Core Services, or both?
What servers can we take out of the equation?
What modules can we eliminate?
What functionality can we exclude?
Diskgroup Storage (SAN)
Database Server
Application Server
OnBase Thick Client(Workflow TImers)
Unity Client
OnBase Thick Client(DIP)
Diskgroup Storage (SAN)
Database Server
Application Server
OnBase Thick Client(Workflow TImers)
Unity Client
OnBase Thick Client(DIP)
HTTP
OD
BCSM
B/CI
FS
First Step: Is Workflow…working? Is it limited to this queue/lifecycle in Workflow, or are there
others affected?Diskgroup Storage
Database Server
Application Server
OnBase Thick Client(Workflow TImers)
OnBase Thick Client(DIP)
?
Thoughts We see timers are working – We see other documents
moving around
We can look at the timer machine to make sure THIS timer is still running
Let’s trace further back
Is DIP…you know, DIPping?
Diskgroup Storage
Database Server
Application Server
OnBase Thick Client(Workflow TImers)
OnBase Thick Client(DIP)
?
What to check? DIP is importing documents as a service on the DIP machine
To troubleshoot DIP, we would stop the service, then fire up a client with the SCHED switch
If you see this…it’s not OnBase
If you see this…there’s a problem
Where did it fail?
Sys – Verification Reports
Let’s look at the directory
ProcMon Demo
Process Monitor ProcMon can be used to see behind-the-scenes Windows
calls and access requests
http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx
Solution
Issue #2: Unity Performance Users are experiencing slow client performance first thing
every morning
Workflow queues taking a long time to navigate between documents
Sometimes happens in custom queries, document retrieval
All users affected
Diskgroup Storage
Database Server
Application Server
OnBase Thick Client(Workflow TImers)
Unity Client
OnBase Thick Client(DIP)
HTTP
OD
BCSM
B/CI
FS
Diskgroup Storage
Database Server
Application ServerUnity Client
HTTP
OD
BCSM
B/CI
FS
Options Observe Unity directly on Application Server (still slow?)
What about testing the thick client? (Verbose)
Look at Application Server performance (perfmon…or resmon)
Look at connectivity to DB/Diskgroups (ping/WireShark)
Look at Diagnostics Console
Let’s run Unity from the AppServer
Diskgroup Storage
Database Server
Application Server
OD
BCSM
B/CI
FS
Sometimes Thick Client is valid…
Test the Database Choose a SELECT query and run it directly on the database
server.
Compare times to complete
Is the query coming back quickly enough?
Perfmon
Consider ResMon
Diagnostics Console - Service Tab
Change to
“True”
What can ResMon tell you?
Test Connectivity Application Server > Database
Application Server > Diskgroup
Diagnostics Console
“What went wrong?”
“What queries are running,
and how fast?”
“What is OnBase doing right now?”
Advice Beware the Database tab in Production
Consider logging to a file to review on another machine
Log the least amount of information needed to troubleshoot
The rest of the story Grabbed some queries from the Database tab from around
the same time
Ran them in SQL Server Management Studio
Slow there too!
Unoptimized indexes
The Smoking Gun
Your Issues!