January 2007 Product Tip

 

Product Tip of the Month - Prolog

The Basics of Troubleshooting - Part I
By Steve Van Dyke, Meridian’s Prolog Product Lead

Have you ever experienced performing daily tasks and suddenly something doesn’t work as expected or stopped working altogether? The following troubleshooting tip describes how to take effective steps necessary to identify the problem, narrow the scope, and resolve problems. The information provided is not intended as a solution, but instead used as a guidance map to identify the cause and present resolution.

This tech tip will be covered in two segments. This segment will cover defining the problem, gathering necessary information, and narrowing the scope while next month’s tip will conclude the series with troubleshooting and compiling a hypothesis to presenting steps of resolution.

Problem Definition

1. In one sentence describe the problem

2. Document any Error Messages. Screen shots are helpful.

3. Encompass the problem (All, Several, One)

  • Bad Example; Get error when running report
  • Good Example; All users receive error “Report File not Found” when clicking Run in Report Manager on all reports within one database.

Gather Information (What are the Symptoms)

1. When did the problem begin?

2. What changed since then? By You? By other users?

  • Are minimum product requirements met according to the Readme?
  • Document the environment and any changes:
    • Operating System
    • Service Patch updates
    • Anti Virus software
    • Network Firewall? Local XP Firewall
    • Network Access Rights
    • Current installed applications/recent updates or instal

3. Is the behavior by design? Reference the Help files to determine current functionality.

4. Detail “Steps to Reproduce” It helps to number steps to reproduce with fine detail to avoid assumptions thus delaying the resolution process.

Narrow the Scope (Isolate)
Efforts should first be applied to narrowing the scope of the problem before any attempt to resolve the issue at hand.

1.  User Specific? Does this problem occur for one user, several users, or all users

2. Database Specific? Does this problem occur in one database or multiple databases? Can this problem be reproduced in the Sample database?

3. Machine Specific? Does this problem occur on one, several, or all machines?

  • Does the problem occur for another user on this machine?
  • Does the problem occur if Administrator logs on to this machine?
  • Does the problem exist for you on another machine?
  • Are other applications having this problem?
  • Are Pop-Up Blockers enabled?
  • Is the machine caching pages?
  • Recently rebooted?
  • Recent patches/updates?

4.  Project Specific? (One, Several, All)

5. Data Entry Form Specific? (One, Several, All)

6. Record Specific? (Last Record, Certain Records, All Records)

7. Network Related? Try removing the network environment variable.

  • Does the same problem occur sitting directly behind the Server or machine presenting the problem?
  • Does installing SQL directly on the problem machine and testing a backup copy of the database resolve?
  • Are the appropriate services running?
  • Are the appropriate protocols being used?
  • Are the appropriate ports open?
  • Can you Ping or Tracert?
  • Can you copy a file from this machine to the network location Prolog is trying to access
  • Were there any recent network or firewall changes?

8.  User Rights Relates?

  • Prolog Security Rights
    • If a new security group is created and user placed in that group does the problem still exist?
    • Does the problem exist for Admin?
  • NTFS Rights – If logged on as Administrator does the problem exist?
    • If user group is granted full access or moved to a user group with full rights does the problem exist?

Be sure to review the conclusion on the Basics of Troubleshooting, Part II next month when we cover troubleshooting and compiling a hypothesis to presenting steps of resolution.

Contact Meridian Support Services
If the problem is unresolved Meridian Support Services is always here to help. Present the information above by calling one of our expert support analysts.

Phone: 800-565-9490, Fax: 916-294-2299
Email:  support@meridiansystems.com

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