Automate - Obtaining Troubleshooting Logs

The material in this document is for informational purposes only. This guide assumes that the most recent version of Rampiva Automate is in use unless otherwise noted in the prerequisites. The products it describes are subject to change without prior notice, due to the manufacturer’s continuous development program. Rampiva makes no representations or warranties with respect to this document or with respect to the products described herein. Rampiva shall not be liable for any damages, losses, costs or expenses, direct, indirect or incidental, consequential or special, arising out of, or related to the use of this material or the products described herein.

Introduction

This article guides a user through the process of obtaining logs for the purpose of troubleshooting. Collected logs should be submitted to Rampiva Support by visiting our support portal: https://support.rampiva.com, or by emailing the logs with a description of the issue you are experiencing to support@rampiva.com.

Instructions

A. Determine What Logs to Collect

Use the following table to determine which logs to collect.

	Issue	Logs to Collect

	Issue	Logs to Collect
1	Job-specific warnings and errors	Job Logs (B1) Engine Job Logs (optional, if not already included in the Job Logs) Nuix Worker Logs (optional, if not already included in the Job Logs)
2	Rampiva Scheduler service fails to start	Scheduler Logs (B2)
3	Rampiva Engine Server service fails to start	Engine Server Logs (B3)
4	Rampiva Engine does not initialize	Engine Init Logs (B4)
5	Jobs become Disconnected	Job Logs (B1) Engine Server Logs (B3) Engine Job Logs (B5)
6	User Interface instability, services hanging or unexpected behavior	Scheduler Logs (B2) Browser Logs (optional, if the issue is related to the browser user interface) (B8) Processes Thread Dump (B9)
7	Intermittent issue occurring over a long period of time	Bulk System Logs (B7)

B. Collecting Logs

B1. Job Logs

1	By default, logs can be accessed from Job Cards by selecting the pulldown next to the Job Card name. Users must have the Security Policy Permission: Download Logs
2	Click Download Logs and save the zip file to a location of your choice.

B2. Scheduler Logs

1

By default, logs can be accessed by navigating to C:\Temp\logs\ on the computer where the Scheduler service is installed.

2

Collect the files:

Rampiva Scheduler.err.log
Rampiva Scheduler.out.log
Rampiva Scheduler.wrapper.log
rampiva-scheduler.log
rampiva-scheduler.YYYY-MM-DD.log, for the days when the issue occurred

B3. Engine Server Logs

1

By default, logs can be accessed by navigating to C:\Temp\logs\ on the computer where the Engine Server service is installed.

2

Collect the files:

Rampiva Engine Server.err.log
Rampiva Engine Server.out.log
Rampiva Engine Server.wrapper.log
rampiva-engine-server.log
rampiva-engine-server.YYYY-MM-DD.log, for the days when the issue occurred

B4. Engine Init Logs

1

By default, logs can be accessed by navigating to C:\Temp\logs\ on the computer where the Engine Server service is installed.

2

Collect the files:

rampiva-engine.a1a1a1a1-init, where a1a1a1a1is the prefix of the Engine ID

To determine the ID of an engine, enable the option Settings → User Settings → Troubleshoot → Show Object IDs, and inspect the ID in the Engine settings pane.

B5. Engine Job Logs

1

By default, logs can be accessed by navigating to C:\Temp\logs\ on the computer where the Engine Server service is installed.

2

Collect the files:

rampiva-engine.a1a1a1a1-job.b2b2b2b2, where b2b2b2b2is the prefix of the Job ID

B6. Nuix Worker Logs

1	By default, logs can be accessed by navigating to C:\Temp\logs\ on the computer where the Engine Server service is installed. However, logs are typically redirected to a different location, using either command-line switches, Configuration Profiles, Processing Profiles, or Workflow settings.
2	Collect all worker logs for the Job.

B7. Bulk System Logs

1	System Logs can be accessed by browsing to Settings, then System Resources.
2	Enter the Start Date and End Date for the logs period you want to download.
3	Click Download and save the zip file to a location of your choice.

B8. Browser Logs

1	Navigate to Rampiva Scheduler using Google Chrome.
2	Log into Rampiva Automate.
3	Press F12 to open Chrome Developer Tools.
4	Click the Network Tab.
5	Check the radio button for Preserve log.
6	In Rampiva Automate, attempt to repeat the action where the error is occurring related to your issue.
7	Right click in the Name column of the Network tab from the Developer Tools window.
8	Select Save all as HAR with content.
9	Save the file to a location of your choice.

B9. Processes Thread Dump

1

Connect to the computer where the issue is occurring.

2

Run the PowerShell script to identify Rampiva processes and perform the thread dump.

$threadDumpLocation = 'C:\Temp\ThreadDump'
If(!(test-path -PathType container $threadDumpLocation)){New-Item -ItemType Directory -Path $threadDumpLocation}

$javaProcesses = Get-WmiObject Win32_Process -Filter "CommandLine LIKE '%rampiva%' AND name LIKE '%java%'"

foreach ($javaProcess in $javaProcesses)
{    
    $commandLine = $javaProcess.CommandLine
        
    if ($commandLine.Contains('Scheduler\config')){ $processType = 'Scheduler'}
    elseif ($commandLine.Contains('EngineServer\config')){$processType = 'EngineServer'}
    elseif ($commandLine.Contains('-Drampiva.engineId')){$processType = 'Engine'}       
    else {$processType = 'Unknown'}

    $processPid = $javaProcess.ProcessId
    Write-Host Dumping threads for $processType process PID $processPid
    
    Get-WmiObject Win32_PerfFormattedData_PerfProc_Process -Filter "IDProcess = $processPid" | Out-File -FilePath $threadDumpLocation\$processType.$processPid.performance.txt
    $javaProcess | Out-File -FilePath $threadDumpLocation\$processType.$processPid.process.txt    
    & 'C:\Program Files\Nuix\Nuix Engine\jre\bin\jstack.exe' $processPid > $threadDumpLocation\$processType.$processPid.threaddump.txt
}

3

Collect all files from the C:\Temp\ThreadDump folder.