1. OnBase Troubleshooting
Greg Wheeler, Customer Care Team Manager

2. What went wrong? Something is misconfigured
Bad data causes recurring errors
Your specific environment causes a strange problem with the software
A performance bottleneck causes errors
Custom Code is failing
You may have discovered a bug in the software

3. Two sample scenarios Documents stopped appearing in a Workflow queue
“Problem with the environment”
Unity Client error/ performance troubleshooting
“Problem with the software’s behavior”
(based on actual Customer Care Team solved cases)

4. Scenario #1: Where are my files?
Users report that a Workflow queue that normally contains documents is empty
These Files are images that are released from another system
Just started this morning!

5. Uh, where are they? ?

6. Where do we start?
Most problems are way too big—we need to make them smaller and more manageable/testable

7. Data Collection
We need to know what the user, application, script or service was doing
We need to try to differentiate between a coding, data or environmental cause
Can it be reproduced at will? What about in another environment?
What do the logs say?

8. Narrowing an issue down
Is it a problem with thick client, Core Services, or both?
What servers can we take out of the equation?
What modules can we eliminate?
What functionality can we exclude?

11. First Step: Is Workflow…working?
Is it limited to this queue/lifecycle in Workflow, or are there others affected? ?

12. Thoughts
We see timers are working – We see other documents moving around
We can look at the timer machine to make sure THIS timer is still running
Let’s trace further back

13. Is DIP…you know, DIPping?

14. What to check?
DIP is importing documents as a service on the DIP machine
To troubleshoot DIP, we would stop the service, then fire up a client with the SCHED switch

15. If you see this…it’s not OnBase

16. If you see this…there’s a problem

17. Where did it fail?

18. Sys – Verification Reports

19. Let’s look at the directory

20. ProcMon Demo

21. Process Monitor
ProcMon can be used to see behind-the-scenes Windows calls and access requests

22. Solution

23. Issue #2: Unity Performance
Users are experiencing slow client performance first thing every morning
Workflow queues taking a long time to navigate between documents
Sometimes happens in custom queries, document retrieval
All users affected

26. Options Observe Unity directly on Application Server (still slow?)
What about testing the thick client? (Verbose)
Look at Application Server performance (perfmon…or resmon)
Look at connectivity to DB/Diskgroups (ping/WireShark)
Look at Diagnostics Console

27. Let’s run Unity from the AppServer

28. Sometimes Thick Client is valid…

29. Test the Database
Choose a SELECT query and run it directly on the database server.
Compare times to complete
Is the query coming back quickly enough?

31. Perfmon

32. Consider ResMon

33. Diagnostics Console - Service Tab
Change to “True”

34. What can ResMon tell you?

35. Test Connectivity Application Server > Database
Application Server > Diskgroup

36. Diagnostics Console “What is OnBase doing right now?”
“What went wrong?”
“What queries are running, and how fast?”

37. Advice Beware the Database tab in Production
Consider logging to a file to review on another machine
Log the least amount of information needed to troubleshoot

39. The rest of the story
Grabbed some queries from the Database tab from around the same time
Ran them in SQL Server Management Studio
Slow there too!
Unoptimized indexes

40. The Smoking Gun

41. Your Issues!