Steps to be taken as first line support

The following steps need to be followed to receive optimal and direct  support from Cadac.

In order to perform all checks and validations, access to the SharePoint  server(s) and the SharePoint sites are required.

Before proceeding with this document, it's strongly advised to check ULS logging and Event Viewer logs first to eliminate any SharePoint related  issues that might interfere with Organice software.

Check Services

Please validate that at least the following services  are still running:

For Windows:

• SharePoint Central Administration

• SharePoint Timer Service

• SharePoint Server Search

• SQL Server Reporting Services

In SharePoint (Central Administration --> Application  Management --> Manage Service Applications):

• Search Service Application

• SQL Server Reporting Service Application

• Security Token Service Application

If all services are running, you may restart those  services. This will reset all running processes, and reschedule them to  run again.

If a/several/all service(s) are not running, start  those service(s) again. 

If a service doesn't start, please check the error  and the Event Viewer log. This will most likely show the direct problem.

Check Timer Jobs

When the services in the previous chapter are running  correctly, make sure the SharePoint timer jobs are still running.

To verify this, go to Central Administration -->  Monitoring --> Check Job Status

Example:

If there are job scheduled (under "Scheduled"),  and running jobs (under "Running"), and those jobs have a recent  start time, the timer service is working as expected.

If either of those doesn't meet expectations, make  sure to gather logs files (explained below under "Gather log files")  of SharePoint (and any Organice product you expect to run).

Increase logging levels

By default the level of logging is set to medium/low.  This has been done to prevent the generation of huge logs while maintaining  some degree of information on the processes.

When an issue occurs, we advise you to set the logging  to a higher level. The process of doing so will be described below.

SharePoint

(on SharePoint server)

Go to Central Administration --> Monitoring -->  Configure Diagnostic Logging

Tick the SharePoint Foundation and SharePoint Server  boxes and set the logging to Verbose

SQL Reporting service

(on SharePoint server)

Go to Central Administration --> Monitoring -->  Configure Diagnostic Logging

Tick the SQL Server Reporting Services box and set  the logging to Verbose

Organice Transmit

(on SharePoint server)

Go to Central Administration --> Application  Management --> Organice Transmit Configuration

Set the default logging value (Warning) to Debug:

Organice DCS

(on SharePoint server)

Go to Central Administration --> Application  Management --> Organice Document Control System

Set the default logging value (Warning) to Debug:

Organice Process System (Workbox)

(on SharePoint server)

Go to Central Administration --> Organice Process  System --> Configure Logging

Set the Trace Level to Verbose on all categories:

Organice Connect

(on SharePoint  server)

Go to Central Administration --> Application  Management --> Organice Connect

Set the Logging Level to Verbose:

OpenText Brava

(on SharePoint server)

Go to Central Administration --> Brava! for SharePoint  farm settings

Set the Logging Level to Debug:

Try to reproduce the issue

Once the checks above have been verified, try to reproduce the issue. If the issue persists, please continue with the steps  below.

If the issue doesn't come up, it might have been  resolved.

Verify with other users

When the problem still hasn't been resolved, check  with your colleagues to see if they have the same problem. 

If they don't, it might be a user specific problem.  If they experience the same issue as well, the problem might reside on  the server side.

When more users are experiencing the same issue,  proceed with the next steps.

Gather logging

In order for Cadac to troubleshoot and/or reproduce  the issue, or pinpoint the source of the problem, it is essential to gather  the correct amount of logs. All solutions generate logging (some more  than others) and can be increased or decreased in terms of content whenever  necessary. In some cases Cadac will also need the ULS (Unified Logging  System) logs that SharePoint generates.

Gather the logs from the correct locations: