Note: This applies to DocuShare 6.5.x, 6.6.x and
higher.
In order to troubleshoot
your issue DocuShare Technical Support requires the following information be
gathered:
Note: You must be a Windows Administrator
Note: The information in
steps 1-5 are required to troubleshoot your issue. Additional
information may also be requested depending on the nature of your issue.
Required Information:
1.
The
Full System Information Report (saved as a txt file) for the following:
a.
DocuShare
Server
b.
Database
Server
To gather the Full
System Information files:
On Windows,
a.
Click Start |
Programs | Accessories | System Tools | System Information.
b.
Select Export from
the File menu.
c.
For the File name use
your Company Name or Server Name and export to a text (.txt) format.
d.
Upload a copy of the
system information file into your customer collection.
On Linux,
a.
Open a terminal session.
b.
Type cat
/proc/version >version.txt and press Enter.
c.
Type cat/proc/meminfo
>meminfo.txt and press Enter.
d.
Type cat
/proc/cpuinfo >cpuinfo.txt and press Enter.
e.
Type df -h >
df-h.txt and press Enter.
f.
Upload a copy of the version.txt,
meminfo.txt, cpuinfo.txt, and df-h.txt files to your customer
collection.
On Solaris,
a.
Open a terminal session.
b.
Type prtdiag
>prtdiag.txt and press Enter.
c.
Type uname –a
>uname.txt and press Enter.
d.
Upload a copy of the prtdiag.txt
and the uname.txt files to your customer collection.
2.
Gather
the following directories in zip format.
Note: Please
clear any logs older than 60 days before uploading for customer support to
review. If possible communicate the date and time the error or issue occurred.
a.
<dshome>\config
b.
<dshome>\logs
c.
<dshome>\IDOLServer\FileSystemFetch\*.cfg
d.
<dshome>\IDOLServer\FileSystemFetch\logs
e.
<dshome>\IDOLServer\IDOL\*.cfg
f.
<dshome>\IDOLServer\IDOL\logs
Where <dshome> replaced with the installation
directory for DocuShare. Depending on your installation environment
the path may vary. The default installation path is
C:\Xerox\DocuShare.
Note: If you are running dual IDOL Content engines, you must
gather the following the *.cfg and logs directories for each Content directory.
Example:
·
<dshome>\IDOLServer\Content0\*.cfg
and <dshome>\IDOLServer\Content0\logs.
·
<dshome>\IDOLServer\Content1\*.cfg
and <dshome>\IDOLServer\Content1\logs.
g.
Upload the directories
(zipped) into your customer collection.
3.
Run
the following commands.
a.
Change into the <dshome>\bin
directory.
b.
Type dsstats all
>dsstats_all.txt and press Enter.
c.
Type diagevent
blocking >diagevent_blocking.txt and press Enter.
d.
Type dsservice status
>dsservice_status.txt and press Enter.
e.
Upload the txt files to
your customer collection.
4.
The
following commands MUST be run from a browser on the DocuShare Server.
a.
http://127.0.0.1:9000/action=getstatus (Save as XML to send to support)
b.
http://127.0.0.1:9000/action=MemoryReport (Save as XML to send to support)
c.
http://127.0.0.1:9000/action=indexergetstatus (Save as XML to send to support)
d.
Upload the xml files to
your customer collection.
Note: If you are running Unix and the server does not have a GUI to use a
browser, use wget to gather the data. See example below.
Example:
·
% wget "http://localhost:9000/action=indexergetstatus"
> indexergetstatus.xml
·
%wget http://servername/dsweb/ServerStats > ServerStats.htm
5.
The
following commands MUST be run from a browser on the DocuShare Server.
a.
http://127.0.0.1/<dsroot>/dsweb/SiteServerStats
Where <dsroot> is replaced with your
DocuShare Server root. For example: http://127.0.0.1/docushare/dsweb/SiteServerStats
The following list of links will be displayed: Click
each link as save as HTML.
·
http://servername/dsweb/diagevent
·
http://servername/dsweb/ServerStats
·
http://servername/dsweb/CommandStats
·
http://servername/dsweb/IndexStats
·
http://servername/dsweb/ContentStoreStats
·
http://servername/dsweb/CreateDocStats
·
http://servername/dsweb/CIMStats
·
http://servername/jsp/sub/SubscriptionStats.jsp
Solution Updated: February 27, 2017
Solution ID: 439
