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• Relevant information is also available in the JS7 - Impact of a Controller outage article.
• For information about the behavior in case of outages see the JS7 - FAQ - What happens to workflows in case of outage of a Controller?
• Use of a Controller cluster will leverage an outage situation as the standby Controller instance will pick up operations immediately during fail-over after 3-5s. The failed active Controller instance can be started later on and will automatically synchronize with the currently active Controller instance.

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• As a first step check the Controller's log file controller.log and watchdog.log, see JS7 - Log Files and Locations.
  • Warnings and errors can be found in log files with the output qualifiers WARN and ERROR.
  • Example:
    • 2021-10-10T09:53:04,939 WARN js7.base.session.SessionApi - HttpControllerApi(https://apmacwin:4344): 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 a Controller instance can report problems related to other components such as Agents and the JOC Cockpit. In this situation it is recommended that the component's log files are checked.
• If warnings or error messages are not 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:
  • 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 controller.log file not provide sufficient information to reproduce a problem then the log level should be increased, see the JS7 - Log Levels and Debug Options article.

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