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1E 23.11 (SaaS)

Troubleshooting

A general methodology for investigating issues, as well as identifying key issues and their resolutions.

1E Support contact details

Support Web portal

Maintenance support customers can log onto the 1E Support Web Portal at https://support.1e.com/ using the login details provided with their maintenance contract. This provides issue tracking, product hotfixes, and knowledge base articles related to each product.

The technical support process

  1. Read through the Troubleshooting pages to see if there are known issues, or quick resolutions to any problems you may have encountered.

  2. Maintenance support customers can use the 1E Support Web Portal to review knowledge base articles and download hotfixes.

  3. If still encountering problems, create a technical report (log files and details) and then contact the 1E technical support team.

Maintenance

You are recommended to review and apply hotfixes on a monthly basis. Hotfixes are provided in Hotfix Bundles and in Monthly Updates, which are installed using 1E Setup. Please refer to Maintenance.Maintenance

Creating a technical report

If possible, please obtain the following details and log files before contacting 1E, to include in your technical report.

Version details

  • The OS, version number, and patch level for:

    • 1E Servers

    • 1E Client

    • Configuration Manager - if used

    • Other 1E Server software, for example, Shopping, Nightwatchman, and WakeUp.

  • For Content Distribution and Shopping, please provide OS, version number, and patch level for:

    • Configuration Manager DPs

    • Content Distribution extensions used on Configuration Manager Consoles

    • ActiveEfficiency Server.

Environmental details

  • If there were any recent changes made to your configuration

  • The name of the machines, Configuration Manager Application and/or Package IDs for when the issue occurred

Problem details

  • When did the issue occur, ensure log files cover this period

  • The scope of the issue – did it affect a particular geographical location, group of users, or client machines

  • Details of any self-help troubleshooting steps you carried out

  • In the event of a service crash or if you are experiencing high CPU or memory usage, provide us with the dump file, event viewer logs, and traces. We will provide you with FTP details to upload these files.

1E Windows Performance Counters

1E creates Windows Performance Counters on 1E servers, which can be accessed using Performance Monitor. These are primarily for internal use and troubleshooting and need not be monitored, unless requested by 1E Support.

The counters are all under headings that start with Tachyon. The picture shows the Performance Monitor Add Counters dialog with some counters visible.

The Tachyon performance counters

Log files

Below is a summary, please refer to the Log files page for more details.

1E Setup log files

1E Setup creates a Setup log file for itself and an Install log for each of the components (if used) in the same folder as itself:

  • BIInstall.log

  • CatalogInstall.log

  • ContentDistribution.log

  • SLAInstall.log

  • Tachyon.Setup.log

  • TachyonInstall.log

1E Server log files

For any issue, please provide a zip containing log files from the following locations:

  • %ALLUSERSPROFILE%\1E\Catalog\*.log

  • %ALLUSERSPROFILE%\1E\ContentDistribution\*.log

  • %ALLUSERSPROFILE%\1E\Platform Consumers\*.log

  • %ALLUSERSPROFILE%\1E\SLA Platform\*.log

  • %ALLUSERSPROFILE%\1E\Tachyon\*.log

If you are having licensing issues, please include:

  • %ALLUSERSPROFILE%\1E\Licensing\*

Please refer to the Log files page for more details.

1E Client log files
1E Client logs on Windows

%ALLUSERSPROFILE%\1E\Client\1E.Client.log (Used by 1E Client and 1E features, and Shopping client).

%ALLUSERSPROFILE%\1E\Client\NomadBranchUninstall-YYYY_MM_HHTMM_HH_SS_000Z.log

1E Client logs on macOS

/Library/Logs/1E.Client.Daemon.log (shows any service start errors)

/Library/Logs/1E.Client.log (shows the current operation of the 1E Client)

1E Client logs on other non-Windows platforms

/var/log/1E/Client/1E.Client.log

Content Distribution client log

%ALLUSERSPROFILE%\1E\NomadBranch\LogFiles\NomadBranch.log

PXE Everywhere Agent log

%ALLUSERSPROFILE%\1E\PXEEverywhere\PXEEverywhere.log

Shopping WSA client log

%ALLUSERSPROFILE%\1E\Client\WSA.log

WakeUp client log

%ALLUSERSPROFILE%\1E\Agent\WakeUpAgt.log

Note

By default, Windows resolves %ALLUSERSPROFILE% as C:\ProgramData\

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