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4. Troubleshooting
This chapter provides iTivity troubleshooting information, including general recommendations and a listing of solutions for typical issues. 4.1 Using the iServer Log Files
iServer Error
Log
The iServer error
log can be helpful in solving many issues, such as failed authentication of a
user who is thought to have the proper permissions. The log file shows
the time and date of each entry, the program or process that added the entry,
an iTivity error number and description of the error. In many cases, the
operating system error number is also reported. For authentication
issues, the user id supplied is also listed. You can easily search the log file
using the user id of the person that is having trouble authenticating with the
iServer. The location of the
error log file depends on the iServer operating system. On Windows 2003
Server, it is under the service or SYSTEM context: Documents and Settings\LocalService\ On Linux, it is
under the installation directory: /usr/lib/iTivity/iServer/itivity_data/itivity.log iServer
Activity/Audit Log
The iServer
activity log can also be very useful for troubleshooting. This file contains
one line for each event or activity. The lines are comma delimited fields
containing information about the event, which iManager and user caused the
event, which Agent was involved, and so forth. File LocationThe iServer
activity log is located under the installation directory. On Windows 2003
Server, the typical location is: Program Files\iTivity\itivity_data\activity.log On Linux, the
typical location is: /usr/lib/iTivity/iServer/itivity_data/activity.log Event IDsEach line in the
file begins with the numeric event id for the event. This field simplifies
filtering of the raw activity log data for specific event types. The event IDs and their meanings are presented in the following table.
4.2 Common Issues for Large Deployments
This section lists some problems typically encountered in large iTivity deployments and the common solutions. Invalid Username or Password Connecting to the iServerSymptom An iManager user is unable to connect to an iServer and receives the message that their user name or password is invalid. Solution · Verify that the iManager user is entering the correct user name and password. Verify the spellings and verify that CAPS LOCK is turned off. · If authenticating against an Active Directory domain, verify that the iManager user is entering the name of the Active Directory domain before the user name. Example: ACMENET\user name Unauthorized User Connecting to the iServerSymptom An iManager user is unable to connect to an iServer and receives the message they are not authorized. Solution 1. Verify username/password is a member of one of the groups listed below:
2.
For Active Directory installations, verify that the iManager
user is specifying the domain name in front of his or her user name. 3. If iTivity Support Domains are in use, verify that the user name in question is a member of the support domain specified. Verify that the iManager user is specifying the correct support domain when authenticating to the iServer. 4. If Active Directory domain security groups are in use, insure that all of the groups have Domain Local scope (not System Local). Slow Access Viewing iTivity AgentsSymptom The iManager exhibits very slow performance when viewing Agent computers. Discussion By far the most common cause of slow access to iTivity Agents is a slow network or Internet connection at the Agent system. This can often be difficult to diagnose directly, but becomes obvious when all of the Agent systems at the same site have slow access. If other Agent systems at different sites are not exhibiting slow access, then it is likely the network or Internet connection at the Agent is the source of the problem. Other Possible Solutions 1. Check the CPU load on the Agent system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows. The Windows Task Manager reports some kernel activities as idle time. 2. Check the CPU load on the iServer system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows systems. The Windows Task Manager reports some kernel activities as idle time. Agent Does Not Connect or Reconnect to the iServerSymptoms The Live Support Agent or Admin Agent software is unable to establish a connection with the iServer Solution The resolution of this issues depends on the Agent type and may result from several factors. Step 1: Verify the Correct Services and Processes are
Running on the Agent. Verify that the following services and processes are set and running as shown for each agent. For the Windows Admin Agent
For the Windows Live Support Agent
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