Troubleshooting

Communication Instance works abnormally or crashes

  1. Determine if there is an issue with the deployment environment (VM, Cloud, other Hardware) where the Communication Instance is operated on.

  2. In case of a HW problem setup a new HW (or switch to a spare HW). Ensure to place the correct security certificates on the new HW. Perform a new deployment of a new SU Instance with SU Manager on the new HW.

    • Time to redeploy and start SU Instance: < 2 min.

In case, the HW is operating correctly, perform the following steps:

  1. Verify if SU Instance is still running or has crashed.

  2. Save SU Instance logs and provide logs to Amorph Systems support for further analysis. Then stop and restart the SU Instance with SU Manager. See if SU Instance is up and running again correctly. Otherwise perform next steps.

    • Time to restart SU Instance: < 30 seconds.

  3. Stop and perform undeploy of SU instance with SU Manager; Afterwards again deploy the SU Instance and start the SU Instance again. See if SU Instance is running correctly. Otherwise perform next steps.

    • Time to redeploy and start SU Instance: < 2 min.

  4. If at SU Instance’s side everything works correctly but still no correct communication takes place, go through the next steps.

  5. Check all attached connection channels; see if these are running correctly by verifying SU logs and verifying, if correct data is received or sent by the SU Instance. In case the SU Instance sends data correctly to receivers (see SU log entries), but still communication is not working, perform incident measures on receivers’ side. Make sure that the receivers are working correctly. In case SU receives no data from a sender (see SU log entries), perform incident measure on sender’s side. Make sure, the sender is providing its data in a correct way.

  6. In case there is still no correct communication, contact Amorph Systems’ support for further assistance.

Manager works abnormally or crashes

  1. Determine if it is a HW problem on the HW where SU Manager is operated.

  2. In case of a HW problem, setup a new HW or switch to a spare HW. Perform installation of SU Manager and Repository from latest backup and re-start SU Manager on the new HW.

    • Time to install and start SU Manager: < 3 min.

In case HW is operating correctly, perform the following steps:

  1. Verify that SU Manager is still running or has crashed.

  2. Save SU Manager logs and provide logs to Amorph Systems’ support for further Analysis. Then stop and restart the SU Manager. See if SU Manager is running correctly. Otherwise perform next steps.

    • Time to restart SU Manager: < 30 seconds

  3. Perform complete uninstall of SU Manager and Repository; Perform new installation of SU Manager and Repository from latest backup and re-start SU Manager.

    • Time to re-install and start SU Manager: < 3 min.

  4. In case there is still no correct operation of SU Manager, perform previous step with an older backup that has proven to work correctly.

  5. In case there is still no correct operation of SU Manager, contact Amorph Systems support for further assistance.