When you are running Login PI 3 it could be that during execution an application fails to do its job correctly. If this happens Login PI will notify you and will stop execution the application or go in to your designed error routine. This article will show you how to troubleshoot session errors. The article can also be used to find out which logfiles that you might need to send to our support team at email@example.com.
When ever you might have an application error you will see a red dot appear in the timeline of the corresponding app in your dashboard.
To troubleshoot issues we can check the message that appears when hovering over the red dot. This can point you in the right direction. However it might not tell you the entire story.
The best way to troubleshoot the application failure is to go within the active session before the Login PI engine logs it off. To extend the period of time the session waits before logging off we need to adjust the environment configuration.
First we must go to the configuration page and select the environment which we want to troubleshoot
Then we must change the wait time between application runs to minutes rather then seconds.
Changing the wait time means that after an application run it will wait for x number of minutes. This means that the session is paused and we can troubleshoot inside the session. As the session generates logs that are not pushed to the Login PI 3 appliance it is a valuable tool in troubleshooting the session.
We also need to find out if the issue that is appearing is limited to a single user or all configured users. If its limited to a single user we need to disable other users from running to make sure that we get the logs that are use-full. Its always a good idea to troubleshoot the session that generated the application failure. To disable the users go to the Configuration > Accounts page and disable all users that did not have the application failure.
Once this is done we can open the launcher and check out the next session. When the session is open and working we have the ability to view what is happening. We can for example see why it might fail, only if its reoccurring issue it would always show you what happens. When we still need to check the log files in of the session we need to wait until the following message appears. This lets us know Login PI 3 is waiting and we can go ahead and check out the session.
Once we have access to the session we need to browse to the %tmp%\LoginPI\logs folder.
Once opened it is best to sort on date sorted from most recent to least recent. When done we have the most recent log files in front of us. As you can see in the image there is a log file and there are also screenshots. The screenshots are automatically created once Login PI 3 encounters an error. This can give you information about the error. There is also a log file that is created every time Login PI has run. Make sure you open the log file that has a date/time stamp closest to the Application Failure.
When you found the correct log file you can open it and browse through it. The best would be to search in the file to the term: "error", as this is what Login PI 3 logs in the log file when ever an failure appears.
IMPORTANT NOTE: If session logfiles are requested by support you can copy and zip the files in the logfile folder and send them over to our support team at firstname.lastname@example.org.
When you found the line of the error you can see what error was sent to the Login PI 3 server and you can see more information. As shown in the example you can see that this error could not find an expected control. If we go up 12 lines from the line that is selected we see that it is looking for object "MyPDFFile". Now if we open the screenshot we might be able to see where in the script it went wrong.
As we can see in the screenshot it has an open file window open, as was the intention. But it can not find the PDF file it was meant to load. The problem was solved by adding the file to the documents folder of the user and the Application Failure disappeared.
Of course reasons that the Application Fails can have a large number of reasons but this guide has been designed to show you how you can find out where and how the application failed.