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See also. for detailed MDM repair information and history: MDM OUTAGES - BSD - Civil Aviation - Confluence (atlassian.net)

Distribution lists not sent:

See also “General Troubleshooting on this page

• All members of the maintenance team, including the product owner, have been added to an automated process that will send an email when the AAIR /RAINA (TC) password will expire within 10 days.
  
  The process will send an email once everyday until the password is reset.
  
  Example:
  
  

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  The following team members have also been given access to the AAIR inbox
  
  alain.asgill@tc.gc.ca   ASGILLA

  phuong.nguyen@tc.gc.ca  NGUYEPH

  riadh.said@tc.gc.ca     SAIDR  

  christopher.collins@tc.gc.ca  COLCHRI

  haoyuan.wang@tc.gc.ca   WANGHA  

  rajesh.shah@tc.gc.ca    SHAHR  

  hiren.amin@tc.gc.ca     AMINH  

  siamak.shirzad@tc.gc.ca SHIRZAS

  sufyan.maghur@tc.gc.ca  MAGHUSU
  noreen.dertinger@tc.gc.ca  DERTINN
  

   have been granted full permission and send as to TC.AAIR-RAINA.TC@tc.gc.ca

   

  These permissions take min 24 hrs to apply at which time mailbox

  can be added using instructions located in Knowledge base

  article https://orion.tc.gc.ca/dwp/app/#/knowledge/KBA00002102/rkm
  
  
  Logging an ORION ticket to request that the AAIR password be reset:
  
  1. Log an Orion ticket using the Orion “Report an issue” category:
  
  

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In the description:

1. Indicate that the AAIR inbox, which uses CAWIS MDM, is a mission critical aviation safety application.

2. Indicate that the ticket should be routed to SSC email group to reset the AAIR inbox password.

3. Include the error message.

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

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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