Troubleshooting problems with the UC4 Automation Engine / Database

Document ID : KB000089160
Last Modified Date : 14/04/2018
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Issue:
Affects Release version(s): null

Troubleshooting problems with the UC4 Automation Engine / Database
Resolution:

Characteristics

· System outage, system is almost at a standstill or massive performance problems
· Logon via User Interface is not possible (timeout)
· Crash of server processes (CP or WP)
· Error messages in the Message Window, e.g. "Error in Server Routine", or similar messages

Required documents

· Logs of all CP's and WP's from all Automic application servers within the last +/- 1 hour of the error time
· Exact error message
· Log of the agent, if the problem occurs on certain agent, e.g. error messages are related to same agent
· Xml-export of an object, if the problem occurs on certain object, e.g. error messages are related to same object
· Files of any initiated Automic traces
· Any dumps created
· Any error messages form the operating system, if issued

Procedure

· Find the PWP log
· Check if there was a PEP switch (U0003396)
· Check if there is a congestion in the MQPWP table (U0011667 and U0011668; System Overview)
· Check if there are any time critical database accesses and how long Automic has to wait for the database (U0003524 and U0003525; "===>")
· Check the logs of the other WP's for errors (e.g. "ORA-")
· Check if there is a congestion in the MQWP / MQOWP / MQRWP table (U0011667 and U0011668; System Overview)
· Check the logs of the CP's for errors (e.g. "Socket Error")

Additional documents

In case of a reproduce able error, or ongoing errors in almost all cases a trace TCP/IP=2 and Database=4 of the WP's is sufficient.