IMPORTANT NOTE: We recommend doing one of two things, either try and solve the issues using the steps below or asking our help at firstname.lastname@example.org. You can use the steps below to find the logfiles and send them over to us with your question.
When you are running Login Enterprise it could be that during execution an application fails to do its job correctly. If this happens Login Enterprise will notify you with an event and/or Email (if configured). And will stop execution of the application script 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 by clicking on the red dot.
As you can see in the popup you can see the following items:
- Launcher machine that launched the session
- The desktop hostname it connected too
- The account used that generated the error
- The application that failed
- Description generated by the engine.
To make things easier we have added two buttons to the popup. You can see a download logfile button and a screenshot button. The screenshot will show you the current state of the desktop as the issue appeared.
Login Enterprise automatically removes itself from view so it does not block anything when making the screenshot. The screenshot shows you a lot of information, in this instance we see that there is no application running meaning it either broke or closed unexpectedly.
The log file button allows you to download the log files generated by the session. It shows the actions done in the session and shows where it breaks. This can help in identifying where and how it went wrong.
You can also find the event in the Events overview of the Dashboard, clicking on it generates the same popup.
If the Alert happened a long time ago you can view it in the Continuous testing results > Events overview.
Sometimes the screenshots are not enough and you want to troubleshoot inside a session, this is possible.
To do this open the launcher that starts the connection that you want to troubleshoot, or start the session manually on your desktop (when configured as desktop connection in your environment).
When the session has started you can see PI being active, and there is a pause button at the right of the green bar.
Click it to pause the session. Now we have access to 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 Enterprise 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 Enterprise 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 Enterprise 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 vary but this guide has been designed to show you how you can find out where and how the application failed.