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• As a first step check the Controller's log file controller.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 in a compressed .tar.gz format on a daily basis, see JS7 - Log Rotation
  • For Unix use the zcat command to directly access compressed .tar.gz log files.
  • For Windows extract the compressed .zip filesfiles, for example using 7-zip.
• Consider that a Controller instance can report problems related to other components such as Agents and JOC Cockpit. In this situation check the component's log files.
• If you find a warning or error message that is not clear to you then try to do some research: the Product Knowledge Base and the Change Management System offer a search box, browsers offer access to search engines.
• When you completed analysis of a problem and you are certain that the problem is related to a product defect and not to resources of your IT environment then
  • customers of a commercial license can use the Support Resources including the SOS ticket system.
  • users of the open source license can use Community Resources.
• Should the controller.log file not provide sufficient information for a reproducible problem then consider to increase the debug level, see JS7 - Log Levels and Debug Options.

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