Trouble-shooting Steps

q155344 asked a question.

June 20, 2019 at 7:00 AM

Hello All,

What are the steps that should be followed when trouble shooting a connector that has stopped working.

My initial thought is this.

1. Stop start service/ connector

2. Restart the server

3. Check logs for any information.

4. ? unsure what to do next.

I have log files from when the connector was working and when it stopped working. If someone wants to take a look at them I can share them. I would like to be able to troubleshoot/fix these issues without having to file a support ticket every time if possible.

Cheers!

Community Manager (Flexera Software)
7 years ago
Hi Andrew, in our Support Portal there's also a section with our published Knowledge Base Articles . I think this may help to find some useful hints before submitting a case to our Support team. I hope this helps Cheers, Ester Memoli Customer Success Manager EMEA Snow Software srl - Milano - Italia Welcome to Snow! Discover more here:
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SamuelBaughan
7 years ago
Hi Andrew, I would do as you say but I would turn the logging level to Verbose/All, run the manual aggregation and check the logs first , then, with the error (if any), I would go to the KB articles as Ester says. Based on what I would find there, I would decide if I can investigate further or log a ticket stright with Snow Support. If no error in the log, I would try a restart of the service then of the whole server. If still unsuccessful after that I would ask on the Community by explaining the situation and the steps I have already taken.
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