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Excerpt

What to share when reporting issues to Delft-FEWS support

Shareables

When to share

Remarks

Delft-FEWS release version

Always

If you share the log file, double check the build number is included.
Problem descriptionAlwaysClear steps and enough information how to reproduce the issue
Additional contextAlways
LoggingWhen there is a stacktraceSee also Howto activate debug mode
ScreenshotsWhen required or helpful for reproducing the issueALT-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 filesWhen there is an issue in the live systemSee also Collect System Log Files
ReplicaWhen required or helpful for reproducing the issueF12->database->replicate database
Thread dumpWhen there is a deadlockHow to create a Thread dump under Windows
MovieWhen required or helpful for reproducing the issueF12->screen recording->start/resume recording

Screenshot of

Admin Interface Database trends

When there are database performance issuesSee Database trends

Provide clear problem descriptions

  1. 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.
  2. If there is a GUI component involved specify in ordered steps where to click or use the screen recording functionality.

Provide additional context

  1. Is it a new problem?

  2. What has changed?

  3. Has there been a recent configuration change?


Problem description:

- detailed, step by step description to reproduce the bug

(Where exactly to click, which workflow to run, what settings/system time to use, from which menu the window can be opened (if it is a less commonly used tool), where in the display tree the given location/plot can be found, etc.)

- a screenshot of reproducing the problem

- a description what is the expected behavior and what happens instead

- a screenshot of the bug happening

- the Jira issue number of the feature / development that is linked to the bug (If known)

 

Configuration:

Depending on where the bug occurs the following might be entailed in configuration:

- adapters

- import/export folders

- modules

- models

- client trust store

- any other folder in the same directory as config, such as Archive, WarmStates, Cashes, etc.

 

Local DataStore:

-should contain data relevant to the issue

 

 

Please note, that not all of these are necessary for all bugfixes, but most of these are needed for the majority of the issues. Including more than what is needed will not hinder bug fixing, adding too little will slow down support.

 


How to help us to support you

(Especially when you have no idea what is wrong and where to look)

Info

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
  • Please describe in as much detail as possible how to reproduce the issue
  • 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.

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