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What to include when reporting an issue

This section describes the information that must be included when reporting any issues to the technical support. Depending on the type of issue, the required information is different. Additional information may be requested by the technical support afterwards.

A POI doesn’t get a newly deployed configuration

  • In this case, a few things could have gone wrong.

  • The deployment failed

  • The configuration building process failed

  • Atheos Gateway could not deliver the configuration

The deployment failed

The deployment may have failed in Atheos Server. Depending on the failure message, more artifacts might be required. So, any incident report shall include:

  • the Detailed View of the all the related Application Log Entries which include success and failure messages

  • if possible, a database dump would be very useful.

The configuration building process failed

The POI configuration has not been created. Take note that a POI configuration will be made available up to 2 minutes after it has been deployed. The artifacts to join to the incident report are:

  • AtheosGateway Controller Logs. Their location and an example are given below.

  • AtheosGateway Control files. Their location and an example are given below.

Atheos Gateway could not deliver the configuration

  • Any messages exchanged between the POI and AtheosGateway. Their location and an example are given below.

  • The Atheos Gateway logs. Their location and an example are given below.

UI Crashes

UI crashes mainly happen when a user tries to perform an action using the UI and an issue with the application triggers a UI crash. These issue shall always be reported to the technical support.

The following information should be included in the incident report:

  • A description of what the user was trying to accomplish and what was the expected results.

  • The URL on which the error occurred.

  • A screenshot of the crash dump. An example is given below.

Security Violation

A security violation occurs when a user tries to perform an action from the user’s interface. Prior to reporting the issue to the technical support, the roles and users definitions shall be review. Technical support shall be notified if the application doesn’t behave as expected. A security violation message looks like:

The following information should be included in the incident report:

  • A description of what the user was trying to accomplish

  • The detailed view of the corresponding Application Log entry. An example is given below.

Issue Artifacts Examples

UI Crash Dump

This artifact is displayed in the user’s browser window.

Security Violation Application Log Entry

The application log can be access using the Atheos UI under System Admin. >> Application Logs. The detailed view of an Application Log Entry related to a Security Violation looks like:

AtheosGateway Controller Logs

This log is located generally on each AtheosGateway instances in the directory /var/log/amadis. Its file name is AtheosGWController.log. The content of this log among other things will contains lines like

2020-03-30 18.05.02 I Processing file 20200330-180408-b512706d-8e2f-4487-89b5-8b3bdb6d2950
2020-03-30 18.05.02 I Deploying CARNET11
2020-03-30 18.06.01 I Processing file 20200330-180408-b512706d-8e2f-4487-89b5-8b3bdb6d2950
2020-03-30 18.06.01 I Deploying CARNET11
2020-03-31 14.12.01 I Processing file 20200331-141110-3db95d3d-a886-4995-b222-7e90fcc98fa0
2020-03-31 14.12.01 I Deploying CARNET11
2020-03-31 14.12.01 I Processing file 20200331-141135-037a8b67-378f-4672-aa41-cda294667530
2020-03-31 14.12.01 I Deploying CARNET11
2020-03-31 18.43.01 I Processing file 20200331-184231-ffaf8164-8381-453c-953b-5306f5ca947b
2020-03-31 18.43.01 I Deploying CARNET11
AtheosGateway Controller command files

AtheosGateway Control Files

The processed command files are listed in the AtheosGateway Controller Logs. The processed files are stored in the directory /home/amadis/control/attic or may still be in the /home/amadis/control directory if the issue prevented from moving it into the attic sub-directory.

Find the files related to the POI having an issue and include them to the incident report.

This file is a JSON file without any formatting. A typical file starts with:

{"version":1,"actions":[{"action":"DeployPOI","payload":{"version":"2021-03-10 18:04:22","profileData":{"version":"2021-03-10 18:04:22","profileId":"3","templateE0":"df140004434f5252\ndf15000356414c\ndf16000156\
n","templateE1":"9f4000056000f0a001\ndf1200026672\ndf670004fc020000\ndf17000101\ndf18000101\ndf40002aa000000003008ca000000003008da0000000030096a0000000040002a0000000420002a0000000420003\ndf490015a000000003008ca0
000000040002a0000000420002\n9f330003e0b8c8\n9f1a00020250\ndf34

Messages exchanged between the POI and AtheosGateway

The Atheos Gateway logs

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