You have run into an issue with your ElectricFlow implementation. What information should you send EC support?
Some valuable tips
It is much faster to upload files to our Sharefile FTP site than upload one file at a time into the ticket
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.
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
We would need the Flow server logs from 9:00am until after the restart at 11:00am
We would like the entire service.log (if too large, you can find the appropriate date entries and send us just that portion)
We would like a screen shot of the exception you received when you hit pages.
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.
Where can I find ElectricFlow services log files?
Where can I find installer log?
- Product versions: 4.2.x and higher
- OS versions: All supported platforms