OnBase Troubleshooting

1. OnBase Troubleshooting Greg Wheeler, Customer Care Team Manager

2. 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

3. Two sample scenarios • 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)

4. 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!

5. Uh, where are they? ?

6. Where do we start? • Most problems are way too big—we need to make them smaller and more manageable/testable

7. 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?

8. 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?

11. First Step: Is Workflow…working? • Is it limited to this queue/lifecycle in Workflow, or are there others affected? ?

12. 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

13. Is DIP…you know, DIPping? ?

14. 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

15. If you see this…it’s not OnBase

16. If you see this…there’s a problem

17. Where did it fail?

18. Sys – Verification Reports

19. Let’s look at the directory

20. ProcMon Demo

21. 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

22. Solution

23. 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

26. 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

27. Let’s run Unity from the AppServer

28. Sometimes Thick Client is valid…

29. 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?

31. Perfmon

32. Consider ResMon

33. Diagnostics Console - Service Tab Change to “True”

34. What can ResMon tell you?

35. Test Connectivity • Application Server > Database • Application Server > Diskgroup

36. Diagnostics Console “What is OnBase doing right now?” “What went wrong?” “What queries are running, and how fast?”

37. 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

39. 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

40. The Smoking Gun

41. Your Issues!