- Created by Gerben Boot, last modified by Camiel van Breugel on 17-09-2020
What to share when reporting issues to Delft-FEWS support
Shareables | When to share | Remarks |
---|---|---|
Delft-FEWS release version | Always | Just share the full log file, and check the build number is included. |
Problem description | Always | Clear steps and enough information how to reproduce the issue |
Additional context | Always | e.g. the FEWS Jira number if available |
Logging | When there is a stacktrace or relevant logging in the log file. | See also Howto activate debug mode |
Screenshots | When required or helpful for reproducing the issue | ALT-PrtScr |
Delft-FEWS configuration | When a specific workflowId or gui component is causing the issue | F12->export->default config as zip file |
Local DataStore | When required or helpful for reproducing the issue | |
Collected Log files | Always when there is an issue in the live system | See also Collect System Log Files |
Replica | When required or helpful for reproducing the issue | F12->database->replicate database |
Thread dump | When there is a deadlock | How to create a Thread dump under Windows |
Movie | When required or helpful for reproducing the issue | F12->screen recording->start/resume recording |
Screenshot of Admin Interface Database trends | When there are database performance issues | See Database trends |
You can reach Delft-FEWS Support via: fews.support@deltares.nl (only for clients with a Support & Maintenance contract in place).
Provide clear problem descriptions
- A detailed description of what the problem is.
- What the expected behavior is.
- Describe in numbered steps how to reproduce the issue.
- If there are multiple problems, number them, e.g. Issue 1, Issue 2, etc. so that they be more easily registered under separate issues in the issue tracker.
- If there is a GUI component involved
- specify in ordered steps what component to activate, where to click.
- share a screenshot of the problem,
- or share a movie using the screen recording functionality.
Provide additional context
Is it a new problem? If there is a known JIRA issue number please include it in the communication.
What has changed? Has there been a recent configuration change?
- Which workflows are involved.
- If the workflow has other, irrelevant modules (like other imports) please indicate that, or even better, comment them out.
- What T0 (system time) is used for a failing forecast run.
- If an adapter is run with an older JRE version, this is useful to mention.
- What menu item will bring up the component of interest.
Share the config, local datastore
It depends on the issue / bug whether the configuration or other things are needed.
- If an import fails, share an example import file.
- Config and local datastore are not strictly necessary for all bugfixes, but including them will speed up support.
- Depending on the bug, sharing modules, models, import/export folders might also be needed.
How to help us to support you
(Especially when you have no idea what is wrong and where to look)
Providing Delft-FEWS support with relevant log files, screenshots or even a copy of a config / local datastore may help us solving the issue more efficiently. Do not assume we know every detail of your system, so please give a detailed description where you encounter a problem.
Below you will find some useful tips to analyse your system and provide useful information to the fews support helpdesk.
In general:
- Check the System Monitor Display in your Operator Client and Analyse the ERROR messages (what kind of errors do you see), export (copy) them and send them to fews support
- Make screenshots of the problem that you encounter (graphs / spatial display / admin interface / etc)
- Check the Troubleshooting section or the section about Log files and the System Checks (depends on age of document) section in the System Administrations Guide provided for your FEWS system
If it is a connection problem (with the Master Controller):
- Check the status of the system through Admin Interface system status page, is everything green?
- Check the View logs page in the Admin Interface for ERRORs
- Log files in the Master-controller / Forecasting Shells will by default only remain the last ten days / for a certain disk limit.
- Use Collect System log files from the Admin Interface to collect the log files from all FEWS backend components and send them to fews support
If it is a problem with (failing) workflows on the Forecasting Shells
- Check the log.txt in the root of your Forecasting Shell or out.txt or out.txt.old in the MCProxy folder (check your system admin guide for the location)
- Check the View logs page in the Admin Interface for ERRORs
- Use Collect System log files from the Admin Interface to collect the log files from all FEWS backend components and send them to fews support
If it is a problem in your Operator Client:
- Check the log.txt file from your Operator Client to find out whether it contains the Text ERROR. This file is located at the same level where the localDatastore folder is created. Please send this log.txt to fews support
- If you send us a snippet of the log.txt, please remember to include always the build number section.
- If it is an issue with your operator client please copy the localDatastore folder (and store it somewhere else) for hand over to fews support if needed
Note Delft-FEWS will run through a VPN or via Remote Desktop Protocol, so having those connections available to us will improve the efficiency of our support. The ability to diagnose issues will depend upon the bandwidth for the connection.
Introduction
This FAQ is maintained by all people who work on Delft-Fews systems. As such, it is always under construction.
Available FAQ's
- Adapter Configuration and development
- Archive
- Client-server system
- Forecasting Shell exit codes 2017.02 or older
- How to remove records from the client-server system
- How to influence the expiry time of rows (records) in the central database
- I have the error -OutofmemoryError PermGen Space- during synchronisation
- 2017.01 and before - Master Controller queue tuning
- What are the event codes and event ids for log messages in the Master controller and Operator Client
- 2017.01 and before - Which ports are used to connect to the master controller using JBoss?
- How to create a Thread dump under Windows
- Adjusting the amount of logging generated by Delft-FEWS
- What do specific log messages mean?
- SQL timeout for database connections
- FEWS Configuration
- Frequently Used Terms
- How to delete unused ForecastingShell registrations from the Admin Interface status
- How to inspect or edit Windows shortcuts .lnk files
- How to run Delft-FEWS on a Mac
- Local datastore
- Misc
- Published interface FAQ
- Statistics
- Which file types can Delft-Fews Import?
Where is documentation on making custom transformations?
A list of examples to demonstrate how to perform common (and not so common) tasks in Delft-Fews
- Add bandwith statistics for time series (in Dutch)
- Add extreme values statistics using Python functions
- Add extreme value statistics using Python functions (in Dutch)
- How to add content sensitive help pdf
- How to configure a HSPF model in Fews
- How to configure a preferred equation for a selected correlation plot
- How to configure a workflow test run. Running workflows from the command-line
- How to Configure confidence limits for a forecast
- How to configure FEWS JDBC server
- How to configure FEWS PI Webservice
- How to configure secure https connection to Matroos
- How to configure the Dutch Nationale Regenradar?
- How to connect an additional Sacramento model
- How to define an ExplorerTask - what are the possible taskClass options?
- How to define proxy settings?
- How to Defragment the local datastore
- How to Display ensemble results and ensemble statistics
- How to edit the catchment average processing (grids)
- How to fine-tune line colours, styles and font sizes in pre-defined graphs
- How to generate and display a longitudinal profile in Fews
- How to handle samples; timeseries with valueType "sample" used for water quality and ecological data
- How to import and visualize rain and dropsize distribution data from WaterML 2.0 format
- How to Import data
- How to import KNMI-Harmonie forecast grids?
- How to import KNMI HiRLAM v7 and v7.2 forecasts
- How to import longitudinal time series from SOBEK-CF models
- How to import TRMM global precipitation data
- How to optimise the performance of the OC and the FSS
- How to optimize the size of the database - using queries to determine the size of the different components
- How to run ensembles in parallel
- How to setup a Condor Grid in Delft-Fews
- How to set up a DeltaShell Sobek-3 model in FEWS
- How to set up a simple report generator
- How to set up a Sobek-RE model adapter in FEWS?
- How to set up a Sobek RURAL Model in FEWS
- How to Setup required MC and FSS maintenance Workflows (before 2017.02)
- How to show PDF or pictures from URL in comments in the document viewer?
- How to use Delft-Fews Archiving
- How to validate series using the Rate of Change within given TimeSpan
- How to validate series using the Rate of Rise and Temporary shift validation rules
Available HOWTO's
Contents
- How to help us to support you — What to share when reporting issues to Delft-FEWS support
- FAQ - Frequently Asked Questions — Introduction
- HOWTO — A list of examples to demonstrate how to perform common (and not so common) tasks in Delft-Fews
- Problems and solutions
- Scripts and auxiliary programs — Scripts to link external programs and data sources to FEWS
- No labels