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1E 23.7 (SaaS)

Troubleshooting

A general methodology for investigating issues with ExperienceExperience Analytics, 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.

Telephone support

Maintenance support customers can contact the technical support department at 1E through the following support numbers. Just phone the relevant number for your area, so your call can be routed quickly and efficiently to the correct support group:

  • US/Canada:

1-866-349-4032 (Toll-Free)

1-917-339-2360 (Standard)

  • UK/Europe:

+44 (0)208 326 3499

  • India:

+91 120 402 4002

  • Australia:

+61 739 111 118

Email support

Maintenance customers can use the following email for additional support. Evaluation customers can also use this email with the temporary access code that is provided through customercare@1e.com as part of their evaluation.

support@1e.com

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.

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.

Log files
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 Tachyon Platform 8.1 - Log files page for more details.

1E Client logs on Windows

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

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

Configuration issues

Configuration issues that may prevent data getting into Tachyon Experience.

No data in Tachyon Experience

Component

Things to Check

Notes

Tachyon Coordinator

Log file (%programdata%\1E\Tachyon\Tachyon.Coordinator.log)

  • Check for log entries like the following to ensure that the Coordinator is successfully initiating data processing:

    INFO AggregateSoftwarePerformance - Starting full aggregation of software performance (or Starting incremental aggregation of software performance)
INFO AggregateSoftwarePerformance - Software performance aggregation results

  • Ensure no errors are reported in the Coordinator log.

  • Additional logging of the data processing can be found in the SQL table TachyonExperience.dbo.ProcessLog, such as tasks performed, time taken and row counts. The same data is logged into the coordinator log file.

Note

The following value in %programfiles%\1E\Tachyon\Coordinator\Tachyon.Server.Coordinator.exe.config controls the frequency with which the Coordinator initiates cube processing.

<add key="ExperienceSync" value="0 2 * * * ExperienceSynchronization" /> (2am is the default)

It is not recommended that this value be changed.

1E Licensing

License file (%programdata%\1E\Licensing\Tachyon.lic

Ensure the Tachyon Server is licensed for Tachyon Experience:

<Feature name="TachyonPlatform">
<Consumer name="Platform" enable="on"> </Consumer>
<Consumer name="Experience" enable="on"> </Consumer>
Aggregated Software Data

Ensure software aggregated data has been populated

Check the LastProcessed setting in the TachyonExperience.dbo.GlobalSettings table for the last processed time. To check the sizes of aggregation tables, run a DB report Disk usage by table and verify that dbo.SoftwarePerformance_xx tables have non zero records.

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Known issues

Lists of the current known issues with implementing, configuring, and using Tachyon Experience.

If you cannot find an issue and its workaround on this page, please

If you need further help, please refer to the Troubleshooting page for how to contact 1E Support and the technical support process.

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