Skip to main content
Version: 7.8

Common Issues and Log Collection

This section outlines potential issues you may encounter with various components of the Resolve Actions Pro system. It provides the necessary information to gather for the support team, enabling them to diagnose and resolve problems efficiently.

RSView​

Potential Issues​

  • UI doesn't load
  • REST/SOAP runbook execution fails
  • Import/Export fails
  • User permission errors in the UI

Information to Gather​

Log Files​

  • tomcat/logs/rsview.log
  • tomcat/logs/catalina.out
  • tomcat/logs/YYYY-MM/ (folder)

Browser Developer Tools​

  • HAR file (Network capture)

RSControl​

Potential Issues​

  • Runbooks do not execute
  • Runbooks stop at the first non-ASSESS task
  • Runbooks execute slowly
  • Scheduled jobs do not execute

Information to Gather​

Log Files​

  • rscontrol/log/rscontrol.log
  • rscontrol/log/stdout
  • rscontrol/log/YYYY-MM/ (folder)

Additional Debugging​

  • Capture a jstack before restart: jdk/bin/jstack -l {rscontrol_pid} > {filename}

RSRemote​

Potential Issues​

  • Remote tasks do not execute
  • "Not a valid queue" error
  • Gateway executions fail completely (primary)
  • Some gateway executions fail (workers)

Information to Gather​

Log Files​

  • rsremote/log/rsremote.log
  • rsremote/log/stdout
  • rsremote/log/YYYY-MM/ (folder)

Additional Debugging​

  • Capture a jstack before restart: jdk/bin/jstack -l {rscontrol_pid} > {filename}

Elasticsearch​

Potential Issues​

  • Runbooks do not execute
  • UI errors appear when viewing all worksheets

Information to Gather​

Log Files​

  • elasticsearch/logs/{CLUSTERNAME}.log
  • elasticsearch/logs/{CLUSTERNAME}-YYYY-MM-DD.log

Cluster Health Status​

curl -XGET "localhost:9200/_cluster/health?pretty=true"

RSMQ​

Potential Issues​

  • Multiple components do not work
  • RabbitMQ errors appearing in logs of affected components

Information to Gather​

Log Files​

  • rabbitmq/logs/rabbit@{IP/HOSTNAME}.log

OutOfMemoryError​

Symptoms​

  • Java heap space error appears in logs, indicating a Java memory error
  • Server thread messages appear in logs, indicating a server thread issue

Information to Gather​

Java Heap Space Error​

  • {pid}.hprof (may be several GB in size)

Server Thread Issue​

  • Check /etc/security/limits.conf for memory and process limits.
  • May need to double the nproc value.

Recovery Steps​

General Recovery​

  1. Gather jstack for potentially problematic components.

  2. If unsure, start RSConsole, then run:

connect RSMGMTS
config/LogCapture

to start log capture on all instances.

  1. Restart relevant components:
  • For runbook execution issues: Restart RSControl and RSRemote if errors appear in logs.
  • If the issue persists, restart all components except RSMQ and Elasticsearch unless they are suspected.
  • Logstash, Kibana, RSLog, and RSMgmt can generally be left running.

Full Shutdown and Restart​

  1. Shut down all components on all servers, including remote RSRemotes.

  2. Remove the rabbitmq/db folder only from primary and secondary RSMQ instances.

  3. Restart all components in the following order:

    • RSMQ
    • Elasticsearch
    • Other components as needed