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• Relevant information is also available in the JS7 - Impact of an Agent outage article.
• For information about the behavior in case of outages see the JS7 - FAQ - What happens to workflows in case of outage of an Agent? article.

Troubleshooting

The Agent is the component in JS7 that executes workflows, stores information about execution results and order state transitions in its journal and passes results to the Controller. The outage of an Agent prevents the execution of workflows.

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• As a first step check the Agent's log file agent.log and watchdog.log, see JS7 - Log Files and Locations.
  • Warnings and errors can be found from the output qualifiers WARN and ERROR in a log file.
  • Example
    • 2021-10-10T09:53:04,939 WARN js7.base.session.SessionApi - HttpAgentApi(https://apmacwin:4345): HTTP 401 Unauthorized: POST https://apmacwin:4344/controller/api/session => InvalidLogin: Login: unknown user or invalid password
• Due to log rotation, log files from previous days are available in a compressed .tar .gz format on a daily basis, see the JS7 - Log Rotation article for details.
  
  • For Unix the zcat command can be used to directly access compressed log files.
  • For Windows compressed files have to be extracted, for example using 7-zip.
• Note that an Agent instance can report problems related to other components such as Controller instances and the JOC Cockpit. In this situation it is recommended that the component's log files are also checked.
• Should warnings or error messages not be evident then users should do some research: the Product Knowledge Base and the Change Management System offer a search box, browsers offer access to search engines.
• Having completed analysis of a problem and being certain that the problem is related to a product defect and not to resources of the IT environment then:
  • customers with a commercial license should use the Support Resources including the SOS ticket system.
  • users with the open source license are invited to use Community Resources.
• Should the agent.log file not provide sufficient information to reproduce a problem then users should consider increasing the log level, as described in the JS7 - Log Levels and Debug Options article.

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