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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 a local datastore may help us solving the issue more efficiently.

Tip1: Logging from the Operator Client is stored in the log.txt of your REGION_HOME directory. On the Forecasting Shell this file is called out.txt. For some problem, these log files contain relevant information.

Tip2: If you send us a snippet of the log.txt, please remember to include always the build number section. This line looks typically like

Application.init - Application.Info: version: 2014.01, build: xxxx MonthDay, type: stable, jre: 1.7.0_51, os:Windows 7, user:?, mx: 1037m, db: Firebird.
or
ForecastingShell.init - ForecastingShell.Info: version: EA2013.01, build: 45327 Feb27, type: stable, jre: 1.7.0_11, mx: 1037m, db: Firebird, region: NorthEast_OF

Tip3: Log files in the Master-controller / Forecasting Shells will only remain the last ten days / for a certain disk limit. In case of a problem, download the logs files via the Admin Interface the relevant logging is removed.

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
  • 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 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
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