Troubleshooting and Technical Support - EcoSys - Administration - Hexagon PPM

EcoSys System Administration

PPMProduct
EcoSys
PPMCategory_custom
Administration & Configuration
Version_EcoSys
8.6

Technical Support: You can contact EcoSys Technical Support by phone at +1 (914) 304-5051, or by email at support@ecosys.net.

Troubleshooting Guidelines: If you encounter a technical issue when using EcoSys, or if you are supporting users of the system, please direct the user to provide the following information:

  1. A description of the task they were trying to perform, including the steps leading up to it and the details of the data.

  2. The details of the result or error. If an error message is displayed, click More Info and then copy/paste the entire page into an email message for the support representative.

  3. The details from the "System Info" page, accessible using the tools icon on the toolbar when logged into EcoSys:

  4. Information how to contact you regarding the issue, and the issue’s severity level and impact.

Server Logs and Environment: A system administrator can gather additional information from the server that may help in troubleshooting a given issue.

Here are the components to gather:

  • Application log file: Typically named ESFM-Application.log, this file contains application-level information directly from the server. Its location is determined by an entry in ESFM_HOME/log4j.properties

  • System out and error logs: Typically named systemout and systemerr, or stdout and sderr and native_stderr, these files are written by your application server and may reside in a folder called ‘log’.

  • Settings files: The main file of interest is FMServerSettings.properties, which resides in ESFM_HOME.

  • Batch scripts: If you are troubleshooting a batch job, include a copy of the script that launches the batch job.

  • Operating system status: Check the memory usage and paging on the server, using either Task Manager on Windows or ‘ps’ and ‘vmstat’ on Unix. Specifically of interest is the overall free memory, paging file usage, and process size for the ‘java’ process running the application server.