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ANCILE uPerform Server Information Collector Tool

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Jennifer Bennett

on 11 July 2013

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Transcript of ANCILE uPerform Server Information Collector Tool

ANCILE Server Information Collector
When should it be used?
A customer is experiencing an issue and it points to server functionality of the product.

Examples:

Website is unavailable
Customer is experiencing upgrade issues
Search is returning incorrect or no results
Customer is unable to check a document into the server
Globalization/Publishing issues.
How do customers run it?
How do I troubleshoot it?
Conclusion
Getting the logs/configuration files from customers, enables quick and easy analysis of their issue, speeding time to resolution. Using the SIC provides an easy way for customers to quickly gather all helpful files.

Use the Fast Forward button to insert the correct SIC version into SE Correspondence.

Use the SIC that corresponds to the version of uPerform the customer has installed.

Links to the SIC do not require a login to Parature.

Previous links to Interact location should not be used as the tools have been updated only in Parature.

Customers using a 3 server environment should map a drive between the Application server and Search server and will need to enter the Search directory manually.

Most issues are caused by the Auto Detect button not working. Customers can manually populate using the examples provided in this presentation.

If a user is running the SIC in Windows 2008 or 2008 R2, they must be an administrator on the server or provide an administrator userid/password when prompted.
What is the ANCILE uPerform Server Information Collector (SIC)?
Tool built and maintained by the ANCILE ES team.

Used to automatically gather logs, configuration files, and other information about customers’ application and search servers.

Two different versions of the tool (v4.5 and up & v2.0-4.4)

Recently updated to address issues and with better error handling.
What files are collected?
Application Server
Search Server
Where do I find it?
The application server and the search servers are typically installed on two different servers per our recommendation, however, sometimes they are installed on one (two server environment). When we refer to the "search server" we are referring to the Autonomy or Solr software and the server where it is installed.
Use the Fast Forward button in Parature to insert a link into any support event correspondence.
Version is dependent on Client uPerform version:

Use ANCILE_uPerform_4.4 for 4.40 and below
Use ANCILE_uPerform_4.5 for 4.50 and above
Links to the SIC are direct links and DO NOT require a login to Parature to access or download. Customers can copy/paste the link to share with the appropriate parties as needed.
Links to the SIC that reside in Interact should no longer be sent. The tool will only be updated in Parature.
Application Server
On the application server, map a drive
to the search server.
Auto Detect will not be able to detect the Search
Directory. Manually enter the mapped drive location,
to the OpenText or Autonomy folder.
Search Server
3 Server Environment
2 Server Environment
Database Server
Database Server
Unzip the file downloaded on the desktop or other location. All files should be extracted to the same folder in a location that it is easy to find.
Double-click the ServerInformationCollector.exe
to run.
Click Auto Detect to automatically populate the
directory locations.
Select the number of days worth of files to collect
Click Auto Detect
Select which types of files to collect.
Click the Collect button. A zip file will be created in the location specified for Outbox.
Unzip the file downloaded on the desktop or other location. All files should be extracted to the same folder.
Double-click the ServerInformationCollector.exe
to run.
Click Auto Detect to automatically populate the
directory locations.
Select the number of days worth of files to collect
Select which types of files to collect
Click the Auto Detect button
Application and Search Server
Click the Collect button. A zip file will be created in the location specified for Outbox.
Click Downloads
Type "Server Information" and click Go
Click the forward arrow next to the correct file to insert the link into the SE communication
Button doesn't populate SIC
Work Around:

Customer should manually enter directory locations



Customer should locate "Collaboration" directory. Example: C:\uPerform\Collaboration, D:\SPP\Collaboration
Customer should locate "OpenText" or "Autonomy" directory. If using 3 servers, a drive must be mapped from the Application to Search server
Note the Log File directory location.

Right-click on the website and select Properties
Select the website tab
Click the Properties button
The W3SVC2 folder must be added to the path
Locating the IIS Log Directory (IIS 6)
Possible Causes:

Customer did not select All, and did not select the corresponding log option (i.e. Collab, Server Errors, etc.). You can verify what options the customer selected by viewing the Utility Log_(date/time)_.txt file inside the zip file provided by the customer. This file is created by the
SIC and contains information about what files were collected and any errors. Reading the file will show you what options were selected in Logs to Collect.

Files do not exist or are not in the correct location.
Right-Click on Website and select Properties
Choose Web Site tab
Click Properties button
Files Expected are Missing?
Possible Causes:

SIC requires Administrator privileges on the Application server where it is run. Customers will receive this prompt when running on Windows 2008 or 2008 R2 when users do not have administrative rights on the server.



Example:



Right-Click on Website and select Properties
Choose Web Site tab
Click Properties button
Customer Prompted for Login when Running the SIC
Resolution:

Enter the username/password of an Administrator user on the server when prompted.

Login to the server with a user with Administrator priviledges and run the SIC.
Customer should select a location easy to remember, and that already exists.
Additional Information Needed?

Review the ReadMe file located in the SIC zip file.

List of files collected by the utility will be emailed to participants after the presentation.

Details on the purpose of important configuration/log files will be provided at a later date.
The tool can be used to collect some or all of the following files:

 uPerform (ServerErrors.xml) logs
 Application and publishing logs
 Collaboration logs
 IIS logs
 Search logs
 Configuration files
 Server Info file:
o Drive Information
o Server Information
 Utility generated log file
The utility generates two files:

Server-Info.txt – contains information about the server like OS version, number of processors, disk space.

Utility Log_(date/time)_.txt - contains information about what files were collected and any errors encountered when collecting a file.

Open IIS, Expand Sites, and click uPerform Collaboration website
Click Logging
Note the Log File Directory Location.
Click the Browse button.
The W3SVC2 folder must be added to the path
Locating the IIS Log Directory (IIS 7 & 7.5)
Full transcript