What to include when reporting a technical 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 configuration is missing some parameters
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:
What are the missing parameters including their names and values.
AtheosGateway Controller Logs. Their location and an example are given below.
AtheosGateway Control files. Their location and an example are given below.
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
The artifacts to join to the incident report are:
Any messages exchanged between the POI and AtheosGateway. Their location and an example are given below.
Atheos Gateway logs. Their location and an example are given below.
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. Their location and an example are given below.
The POI doesn’t get configuration even if it has received its configuration
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. Their location and an example are given below.
The POI crashes when it receives its configuration
It is probably caused by a faulty configuration. So, include the following to the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. 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 and Locations
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. If your installation has more than one AtheosGateway, include all of them with the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
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.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
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
They can be retrieved from the Atheos Server User’s interface under POIS >> Nexo Messages. Find the messages related to the POI you are trying to configure and join to the incident report:
The detailed view of the message
A text version (cut/paste) of the message itself labelled “Nexo Message” in the detailed view.
Take note that the messages are sent to Atheos Server within 2 minutes after they were generated.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
If no messages are found, send the content of the directory structure typically found in /home/amadis/files . They may be “stuck” into this directory structure.
Atheos Gateway logs
The Atheos Gateway logs contains the connection log with the POIS. It is typically found in the /var/log/amadis directory structure. Their naming convention is atheosgw.log.*. Include all the relevant files in the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
A typical file looks like:
2020-08-04 12.07.35 I Atheos Gateway 02.01.05 started using configuration /etc/amadis/atheosgw.conf 2020-08-04 12.07.35 I Copyright ©2005-2020 - 9164-4187 QUEBEC INC (“AMADIS”), All Rights Reserved 2020-08-04 16.40.01 I Accepted a connection from 70.80.252.205, port 3992 2020-08-04 16.40.01 I Connection closed by peer 70.80.252.205, port 3992 2020-08-04 16.40.01 I Closing the connection with 70.80.252.205, port 3992 2020-08-04 16.40.23 I Accepted a connection from 70.80.252.205, port 56200 2020-08-04 16.40.23 I Connection closed by peer 70.80.252.205, port 56200 2020-08-04 16.40.23 I Closing the connection with 70.80.252.205, port 56200 2020-08-04 16.43.58 I Accepted a connection from 70.80.252.205, port 41903 2020-08-04 16.43.59 I Connection closed by peer 70.80.252.205, port 41903 2020-08-04 16.43.59 I Closing the connection with 70.80.252.205, port 41903 2020-08-04 16.46.26 I Accepted a connection from 70.80.252.205, port 48512 2020-08-04 16.46.26 I Connection closed by peer 70.80.252.205, port 48512 2020-08-04 16.46.26 I Closing the connection with 70.80.252.205, port 48512 2020-08-04 17.10.33 I Accepted a connection from 70.80.252.205, port 58263 2020-08-04 17.10.33 I Connection closed by peer 70.80.252.205, port 58263 2020-08-04 17.10.33 I Closing the connection with 70.80.252.205, port 58263
POI configuration files
The POI configuration files are typically found in the directory /home/amadis/poi/????? where ????? is the POI ID. The complete structure shall be included with the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
It contains 2 sub-directories with files having the date and time as the filename and an .FIN extension. They contain some XML fragment as shown below.
MgtPlan subdirectory
A typical file looks like:
<DataSet><Id><Nm>Management Plan</Nm><Tp>MGTP</Tp><Vrsn>2021-01-28 21:49:45</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></Id><Cntt><Actn><Tp>DWNL</Tp><TermnlMgrId><Id>ATHEOS-TMS</Id><Tp>MTMG</Tp></TermnlMgrId><D ataSetId><Tp>PARA</Tp><Vrsn>2021-01-28 21:49:45.FIN</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></DataSetId><ReTry><Dely>00000001</Dely><MaxNb>3</MaxNb></ReTry><Trggr>MANU</Trggr></Actn></Cntt></DataSet>
Param subdirectory
A typical file starts with:
<DataSet><Id><Tp>PARA</Tp><Vrsn>2021-01-28 21:49:45</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></Id><POIId><Id>SOFT0003</Id><Tp>OPOI</Tp><ShrtNm>SoftPOI #3</ShrtNm></POIId><Cntt><RplcCfgtn>true</RplcCfgtn><Mrch ntParams><ActnTp>UPDT</ActnTp><MrchntId>00000NEXOMER001</MrchntId><Vrsn>2021-01-28 21:49:45</Vrsn></MrchntParams><TMSPrtcolParams><ActnTp>UPDT</ActnTp><TermnlMgrId><Id>ATHEOS-TMS01</Id></TermnlMgrId><MntncSvc>MT MG</MntncSvc><Vrsn>2021-01-28 21:49:45</Vrsn><HstId>TMS001</HstId></TMSPrtcolParams><HstComParams><ActnTp>UPDT</ActnTp><HstId>TMS001</HstId><Adr><Adr><NtwkTp>IPNW</NtwkTp><AdrVal>51.79.49.100:1054</AdrVal></Adr> </Adr></HstComParams>