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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 from the output qualifiers WARN and ERROR in a log file.
  • 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 of previous days are kept available in a compressed .tar.gz format on a daily basis, see JS7 - Log Rotation
  • For Unix use the zcat command can be used to directly access compressed log files.
  • For Windows extract the compressed files have to be extracted, for example using by use of 7-zip.
• Consider that a Controller instance can report problems related to other components such as Agents and JOC Cockpit. In this situation it is recommended to check the component's log files.
• If you find a warning In case of warnings or error message messages that is are not evident to you then try to 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 your the IT environment then
  • customers of a commercial license should use the Support Resources including the SOS ticket system.
  • users of the open source license are invited to use Community Resources.
• Should the controller.log file not provide sufficient information for to reproduce a reproducible problem then consider to increase the debug log level should be increased, see JS7 - Log Levels and Debug Options.

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If the problem is related to server resources and if operation of the Controller cannot be continued on the same server then relocation of the Controller instance can be a last means to fight an outage. Relocation includes to copy/move the Controller instance's JS7_CONTROLLER_DATA/state directory to a Controller instance on a new server. This directory holds the Controller instance's journal. To relocate a Controller instance copy the journal files should be copied to the new Controller instance. Refer to the JS7 - How to relocate a Controller article for the steps to apply.

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