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:
Type of Log | Server(s) | Location |
SharePoint | All SharePoint servers | C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\*\LOGS |
SQL Server Reporting Services | All SharePoint servers | C:\Program Files\Microsoft SQL Server\MSRS10_50.MSSQLSERVER\Reporting Services\LogFiles |
Organice Transmit | All SharePoint servers that run the timer jobs | C:\ProgramData\Cadac Group\Organice Transmit SharePoint Integration\Logging from Organice.Transmit.SharePoint.Integration\Logging as *[email protected]* |
Organice DCS | All SharePoint servers that run the timer jobs | C:\ProgramData\Cadac Group\Organice Document Control System\Logging from Organice.Document.Control.System\Logging as *[email protected]* |
Organice Process System (Workbox) | All SharePoint servers that run the timer jobs | C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\*\LOGS |
Organice Connect | All SharePoint servers | C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\*\LOGS |
Organice Publish | All SharePoint servers | C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\*\LOGS |
OpenText Brava | Brava server | C:\IGCLog |
OpenText Blazon | Blazon server | C:\ProgramData\IGC\Blazon\logs\QueueServiceTrace |
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