Category:Tech Support Staff

Tech Support Troubleshooting Guidelines

****FOR HUDSON TECH SUPPORT ONLY****

Troubleshooting client issues can be challenging - sometimes the problem is complex but the solution simple. Other times, the problem is simple but the solution complex. Regardless of what problem you are facing, if you have not encountered the issue previously and don’t already know the correct steps to take to resolve the problem, then your approach to an issue should always be the same. Follow these guidelines to gather as much information as possible about the problem. Very often, when a complete information gathering is done, the source of the probelm is readily identified and the solution becomes apparent.

1. Which specific product has the problem?
2. What is the version and build number of this product?
3. What are the primary and secondary database levels set to?
4. Has the problem happened once, couple times, frequently?
5. When was the problem first noticed, and by whom?
6. What is severity of problem? Can normal work continue?
7. What error codes and text, if any, appear?
8. Set Debug mode (Tools Config Logs)
9. What information is contained in the logs?
10. Copy logs to Hudson Server for distribution to TechSupport Manager, Development and others (see directions below for copying logs).**
11. Which workstation(s) does it happen on (one, few, all)?
12. Does the problem occur with one user, group of users, all users? If it is one user, does it happen when that user is logged onto a different workstation?
13. Can you, as Hudson agent, login to their system and make the problem happen for you?
14. Has Hudson, or Client installed or removed ANY applications to this machine recently (not just HWeb applications)?
15. Have ANY changes been made recently to HWeb configuration?
16. Zip the Res2 and HWeb Folders. Download to your office workstation. Can you replicate the problem in your office. Does a rollback of the application to a previous version resolve the issue?

**Copying Logs: Whenever working with a customer it is very important to get a copy of the HWeb logs. In HWeb versions 1.85b+ in the F12 log there is a COPY button. When pressed, logs will copy for the applicition your are in and be copied from the local hard drive to the logs directory on the Server: //servername/Hudson/Logs. Subfolders are then divided by Computername/Appname/app, util, pager, etc. To get customer logs onto our ftp site:

1. Press F12 from within the application you want to obtain the logs from
2. Press COPY Button.
3. Browse to the Server Logs folder.
4. Zip up the folder and name it using customer name, Computer name and date (yymmdd); ex: HudsonLog_DispatchPC_050402.zip.
5. Upload the zipped log: ftp://hudsonltd.com/CustomerLogs/

When working with versions prior to 1.85b, you will need to gain access to the workstation where the problem has been identified. Go to the Temp directory on the primary hard drive and locate the Hudson Logs folder. Zip and upload the appropriate log folder(s) or file(s).

Approaching a problem - General Procedure

1. Before doing any troubleshooting or repairs, backup databases and move offline if possible.
2. Gather all your information
3. Consult Knowledge Base for possible solutions or additional information
4. Lookup in Bugzilla to see if previously reported as Bug.