This article is intended as a best practise guide for troubleshooting issues with CaféX products. It will reference other articles on this site.
CaféX 10 step guide to troubleshooting
- Can you ping the server? ping <server ip> & ping <server hostname>, need to confirm availability of IP and check the hostname resolves correctly.
- Confirm the process are running & ports are open, see https://support.cafex.com/hc/en-us/articles/201867421-Linux-commands-to-monitor-a-FCSDK-system for more details.
- Check processor & memory usage on the serverm also see https://support.cafex.com/hc/en-us/articles/201867421-Linux-commands-to-monitor-a-FCSDK-system for more details.
- Confirm the sample apps work - https://support.cafex.com/hc/en-us/articles/203021691
- Confirm the application has a web app id on the web gateway. https://<your-server>:8443/web_plugin_framework/webcontroller/admin/ --> Web Application IDs.
- Check the Media Broker has enough ports (400 is plenty) - https://<your-server>:8443/web_plugin_framework/webcontroller/mediabrokers/ --> edit media broker --> SIP Network
- Confirm all 3 components show as up (tick) in the jboss console: https://<your-server>:9990/console/App.html#server-instances. You should see the App Server, Load Balancer and Management Server with ticks.
- Check the server.log for ERROR or Exception messages in App Server and Load Balancer.
- Turn on DEBUG https://support.cafex.com/hc/en-us/articles/201727852-How-To-Set-Logging-Levels-To-Debug.
- Collect Logs for the issue: https://support.cafex.com/hc/en-us/articles/200513801-Capturing-Logs and email firstname.lastname@example.org stating nature of issue in subject, details in the body of the email, confirm which version of product and attach logs.
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