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How to help us to support you

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

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 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
  • 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:

  • 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
  • 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
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