Troubleshooting
A general methodology for investigating issues as well as identifying key issues and their resolutions.
For customers with a maintenance contract
Log-in to the 1E Support Web portal with the credentials from your maintenance contract – it provides issue tracking, product hotfixes and knowledge base articles for each product.
Before you raise a support case, we recommend you:
Check the list of known issues to see if the problem you are encountering is listed and if we have a remediation for it.
Check the other sections in the Troubleshooting section to see if we have a resolution to your problem.
Check the latest Hotfix to see if this issue is known and already addressed in an hotfix.
If you do not find what you want, create a technical report and submit that together with your support case.
For customers evaluating Nightwatchman and WakeUp
If you are evaluating Nightwatchman and WakeUp, contact us by email.
Creating a technical report
When you create your technical report, please provide us with the following details so that we can deal with your support case effectively when we look at it. Not having any these will very likely result in a longer resolution time as we will need to get in touch with you to obtain the missing files.
Log files – it must include the recorded time when the issue took place. If it does not, delete the logs and rerun the steps to replicate the issue. The table below details the log files we require:
For issues related to
Component
Log files
Log fie location
Nightwatchman Management Center
Console service
NWM.ServiceHost.exe.log
C:\ProgramData\1E\NightWatchmanManagementCenter\NightWatchman console
NWM.Console.exe.log
Web service
Webservice.log
Import wizard
ImportWizard.exe.log
Import scripts
ImportWizard_Script.log
WakeUp Server
WakeupSvr.log
C:\ProgramData\1E\WakeupSvr\1E NightWatchman Agent
Nightwatchman agent
NightWatchman.log
C:\ProgramData\1E\Agent\1E WakeUp Agent
1E Client
1E.Client.log
C:\ProgramData\1E\Client\Environmental details
The version of Nightwatchman Management Center you are running, including the latest patch for it
The version of ActiveEfficiency you are running, including the latest patch for it
The version of SQL you are running, including the latest patch for it
The name of the machines and when the issue occurred.
The version of the Operating System you are running, including the latest patch for it
The scope of the issue – did it affect a particular geographical location, group of users or client machines
Configuration
If there were any recent changes made to your configuration
Others
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, traces. We will provide you with FTP details to upload these files