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 > 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. \config
b. \logs
c. \IDOLServer\FileSystemFetch\*.cfg
d. \IDOLServer\FileSystemFetch\logs
e. \IDOLServer\IDOL\*.cfg
f. \IDOLServer\IDOL\logs
Where 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:
· \IDOLServer\Content0\*.cfg and \IDOLServer\Content0\logs.
· \IDOLServer\Content1\*.cfg and \IDOLServer\Content1\logs.
g. Upload the directories (zipped) into your customer collection.
3. Run the following commands.
a. Change into the \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.
Linux Examples:
wget "http://localhost:9000/action=getstatus" -O /tmp/getstatus.xml
wget "http://127.0.0.1:9000/action=memoryreport" -O /tmp/memoryreport.xml
wget "http://127.0.0.1:9000/action=indexergetstatus" -O /tmp/indexergetstatus.xml
./dsstats.sh all > /tmp/dsstats_all.txt
./diagevent.sh blocking > /tmp/diagevent_blocking.txt
./diagevent.sh summary all > /tmp/diagevent_summary_all.txt
./dsservice.sh status > /tmp/dsservice_status.txt
cat /proc/version > /tmp/version.txt
cat /proc/meminfo > /tmp/meminfo.txt
cat /proc/cpuinfo > /tmp/cpuinfo.txt
df -h > /tmp/df-h.txt
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