Types of problems and checks to perform

For issues that appear to be specific to an agent, collect the following:

• <agent>/conf/agent/installed.properties
• <agent>/conf/installed.version
• <agent>/conf/plugin-javaopts.conf
• <agent>/var/log/agent.out

For problems where the agent is not able to show Online, when viewing the status in the server user interface.

1. Add the following agent loggers and set their logging level as DEBUG:

   com.urbancode.air.agent 
   com.urbancode.air.devilfish 
   com.urbancode.ds.subsys.deploy.agent

2. Stop the agent and then start the agent.
3. Send all the logs from <agent>\var\logs to support.
4. Send the <server>\var\log\deployserver.out from the server or servers if running a high availability configuration to support.

For problems when upgrading an agent remotely from the server fails and leaves the agent offline, if possible produce the problem again and collect trace data.

1. Add the following logger and set the logging level as DEBUG:

   com.urbancode.air.mw 

2. Perform the upgrade again. Hopefully, the problem occurs to collect trace data.

If the issue has already occurred, collect the following information:

1. Check the agent bin directory for the upgrade.out file. If the file exists, send the file to support.
2. Check if there is a directory in the bin directory called agent-upgrade and if there are any files inside it . Send a directory listing to support.
3. Check if there is a file called upgrade.jar inside the agent's bin folder. Provide the size of that file to support.
4. Send all the logs from <agent>\var\logs to support.
5. Send all the files from <agent>\conf\agent to support.
6. Check if there are any java processes running:
   • For Linux issue the following command: ps -ef |grep java
   • For Windows use the Task Manager

Verify the complete command line commands of those processes to make sure that they belong to the agent. The agent normally has two running processes; the monitor and the worker.

If user interface pages are loading slowly, do the following:

• Use the browser console or tools such as the Google Chrome Developer Console to load the page and check the response times for the HTTP requests and responses. For IBM UrbanCode Deploy version 6.1.0.2 or higher, this information can be viewed from the user interface.
  1. Log into the IBM UrbanCode Deploy server.
  2. Click Settings > System > Diagnostics. The Diagnostics page logs the amount of time HTTP requests take.

If you are experiencing problems installing the plug-in, you will need information about the server. For other problems, collect the following information:

• Description of how the plug-in is integrated. Is it a built-in or added plug-in.
• The full plug-in version including build number. This information is located in the info.xml file.
• A copy of the plug-in is needed if it has been modified or a custom plug-in.
• If the issue is related to the execution of a plug-in step, collect the following:
  • Input properties
  • Output properties
  • Output log
  • Error log
• A copy of any custom post-processing scripts.
• Screen shots that include the the complete IBM UrbanCode Deploy page

Problems with the IBM UrbanCode Deploy server include HTTP requests that result in errors such as

Code 500 Internal Server Error

and error messages in the deployserver.out file. In addition to the type of operating system and version, description of what happened and what was being done at the time of the failure, collect the following information:

• The Java type (JDK/JRE), version and update number. There are several ways to gather this information:
  • Open the installed.properties file in the JVM installation directory. The install.java.home property contains the version of the JDK or JRE.
  • Run the following command:
    • Unix: install.java.home/java -version
    • Windows: install.java.home\java -version
      Where install.java.home is the Java installation directory.

      Note: Running the command with the absolute path is necessary to avoid the system JVM being selected instead of the one configured to run IBM UrbanCode Deploy.
• If the problem is related to agent connectivity, gather the logs from the following location: server_install_directory/logs/connection/agent-name/*.
• If the problem is related to agent auto discovery and configuration include the following:
  • server_install_directory/logs/autoDiscover/agent-name/*
  • server_install_directory/logs/autoConfigure/agent-name/*
• If the issue is related to a user application or component process, provide screen captures of the process and the step properties for the steps that are failing.