Troubleshooting

This section lists possible error scenarios and the recommended steps for addressing them.

500 Server Internal Error

Ensure that EnterWorks Web services are running.

UI Not Responding

The following should be checked to help identify why the UI is not responding:

  • Ensure EnterWorks Web service is running.
  • Check the database network connection from the web server.

Jobs Not Processing

If jobs are not processing after a wait time of more than 10-15 minutes, the following should be checked. Note that jobs may be queued waiting for other jobs to complete.

  • jBossMaster service is running.
  • jBossSlave services are running.
  • Open the Job Monitor and ensure that no jobs for the same repository are queued or aborting. If there are, select them and end them. For more information regarding theJob Monitor and ending jobs, see the EnterWorks 10 User Guide.

General Slowness

If general slowness occurs, the server load should be monitored and adjustments should be made based on the Monitoring section of this document. Additionally, database fragmentation should be checked to determine if any Index Maintenance is necessary.

Detailed Debugging

To track errors in the system, it may be useful to turn on detailed debugging logs, however they can produce a copious amount of information. It is therefore recommended to perform this step only after requested to do so by your EnterWorks support staff.

Any time configuration files are modified, services that use those files must be restarted for those changes to go into effect.

Tomcat JBoss Master/Slaves System Log Files

The Tomcat and JBoss Master/Slaves system logs have an additional feature that is not found on other system log files. The user can configure which Tomcat and JBoss Master/Slave events will be logged. The feature is configured in the Log Level Settings window, via the EnterWorks Classic UI.

To access the Log Level Settings window:

  1. Log into the EnterWorks Classic UI.
  2. Open the Feature Bar, open the System tab, and click Log Level Settings. The Log Level Settings window will appear.

    The Log Level Settings Window

There are two sets of configuration options:

  • Web Application Logger : Controls logging for Tomcat.
  • EJB Application Logger : Controls logging for JBoss Master/Slaves.

There are several log level options for the presented aspects of Tomcat and JBoss Master/Slaves, however, for daily usage it is suggested that they all be set to Severe for all components in the PROD environment. All other servers can be set to Warning or Info if necessary, depending upon the requirements for configuration/testing in your specific environment.

To enable the Debug Logs feature,

  1. Log into the EnterWorks Classic UI as a user in the Administrator group.
  2. In the Feature bar, open the System tab, and click Log Level Setting.

    Select Log Level Settings
  3. Set all the components to the level ALL and click Save.

    Select Level of Logging
  1. Perform the action(s) that caused the errors.
  2. Repeat steps 2 through 4, this time setting the log levels to Severe.
  3. When you are finished generating the logs, it is recommended that you disable the Debug Logs feature, as the debugging logs create a large number of entries. To disable the debug logs, repeat steps 2 through 4, this time setting the log levels to Off.

EPX Work flow Debug Logs

There are configuration options in two files that control debug logging for workflow processes: config.properties and enterworks.properties.

The debugging logs configured in the config.properties file provide a large amount of detailed debugging log messages. It is recommended that you disable this debug log function for daily use. To configure this function:

  1. In the configuration file <...>\Enterworks\EPX\bin\config.properties:
    • To enable logging: debug.out=true
    • To disable logging: debug.out=false
  2. Restart the EPX services for the configuration change to take effect.

The debugging logs configured in the Enterworks.properties file provide detailed debugging log messages but have a smaller footprint. It is not necessary to disable this debug log function for daily use; however, you may wish to do so once the EnterWorks system has been installed and live for a few months, and this debug log is not necessary. To configure this function:

  1. In the configuration file <...>\Enterworks\EPX\bin\conf\Enterworks.properties:
    • To enable logging: debug.enable=true
    • To disable logging: debug.enable=false
  2. Restart the EPX services for the configuration change to take effect.