Introduction

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

Troubleshooting

The JS7 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.

Troubleshooting starts from the fact that users reproduce and locate a problem in order to better know what problem occurred.the nature of the problem:

• 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 of from previous days are kept available in a compressed .tar.gz format on a daily basis, see the JS7 - Log Rotation article for details.
  
  • 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 by using 7-zip.
• Consider Note that an Agent instance can report problems related to other components products such as Controller instances and the JOC Cockpit. In this situation check the componentit is recommended that the product's log files are also checked.
• If you find a warning Should warnings or error message that is not clear to you then try to 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.
• When you Having completed analysis of a problem and you are being certain that the problem is related to a product defect and not to resources of your the IT environment then:
  • customers of with a commercial license can should use the Support Resources including the SOS ticket system.
  • users of with the open source license can are invited to use Community Resources.
• Should the agent.log file not provide sufficient information for to reproduce a reproducible problem then users should consider to increase increasing the debug log level, see as described in the JS7 - Log Levels and Debug Options article.

In some situations, for example if computer memory is not sufficient for the heap size of the Agent's Java Virtual Machine, the outage of an Agent instance can be handled by restarting the instance. However, problems indicating insufficient resources typically require permanent assignment better sizing of improved resources.

If the problem is related to server resources and if operation of the Agent cannot be continued on the same server then relocation of the Agent instance can be a last means to fight an outage. Relocation includes to copycopying/move moving the Agent instance's JS7_AGENT_DATA/state directory to an Agent instance on a new server. This directory holds the Agent instance's journal. To relocate an Agent instance copy , the journal files can be copied to the new Agent instance. Refer to the JS7 - How to relocate an Agent article for the steps to apply.

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