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4. Include the error information from the log (see step 1 in “General troubleshooting”.

Notes:
1) as non SSC staff we will not be able to log a ticket for SSC directly.

2) only BMC Administrators are able to open tickets that are prefixed with INC. We don’t have access to those tickets.

General Troubleshooting

1. Check the log at \\ncrws548\scripts\CivAv\CAWIS-MDM\.
   Note: The log files are automatically rotated when they hit a certain size. You may need to look in the “logs” folder if the problem happened a while ago.

   1. If there’s no logs being generated => the task isn’t running :

      1. Contact the group responsible for the server for diagnostic or server restart.

   2. If the process seems to be looping the same messages => One of the thread in stuck:

      1. You can wait for the deadlock-prevention timer (2hr) to kick in.

      2. OR contact the group responsible for the server to kill the task.

   3. If there’s a message like “Application is disabled due to database configuration.“ => The application is disabled

      1. In the TR47 table in the CAWIS database, set the configuration called “MDM - APPLICATION ENABLE” to “true”.

   4. If there’s a message like “exchange server is unreachable.“ => The email account might be locked.

      1. Open a command prompt and type “net user DNRENAC /domain“. In the response, you should get something like below:

         

         If the line “Account active” says “Locked” or “No”, contact the Service Desk for them to reactivate the account.

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