arSummary
You have run into an issue with your ElectricFlow implementation. What information should you send EC support?
Solution
Some valuable tips
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It is much faster to upload files to our Sharefile FTP site than upload one file at a time into the ticket
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It is much easier for us to read through output of commands when they are piped to a file rather than given to us in-line in the email.
Examples
Example 1
As of 10:00am this morning, every page on the UI results in a LazyInitializationException. We restarted the server service at 11:00am and the problem disappeared
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We would need the Flow server logs from 9:00am until after the restart at 11:00am
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We would like the entire service.log (if too large, you can find the appropriate date entries and send us just that portion)
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We would like a screen shot of the exception you received when you hit pages.
Example 2
We have intermittent Agent Internal Error on certain steps in a job. We are unable to reproduce it consistently, but see it at least twice a day.
- We would need the following details from one successful run of this job and one failure with Agent Internal error.
–> ectool getJobDetails (pipe this to a file and attach, please do not give us inline text on the ticket itself)
–> commander server log that covers the beginning to the end of both these jobs
–> jagent.log that covers the beginning to end of the jobStep that ran on the error’d agent.
See Also
Where can I find ElectricFlow services log files?
KBEC-00173 - Default locations and use scenarios for Flow log files
Where can I find installer log?
KBEC-00300 - Where is installer.log
Applies to
- Product versions: 4.2.x and higher
- OS versions: All supported platforms
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