This SAS KB article contains a high-level guide about how to capture general troubleshooting data for the following solutions on SAS 9.4:
- SAS Enterprise Case Management
- SAS Anti-Money Laundering
Collection of troubleshooting data when you initially open a case expedites time to resolution by enabling SAS Technical Support to provide informed problem analysis.
I. Initial Questions
- Take a screenshot of Help ► About SAS Anti-Money Laundering in the user interface. Alternatively, run the SAS Deployment Registry (SAS KB0036131).
- In what type of environment does the issue occur? (That is, PROD, DEV, TEST, STAGE, and so on.)
- Provide specific details about the current issue and any steps to reproduce.
- Have you ever completed these steps successfully in this environment? If yes, have you made any recent changes to the environment?
- Are all users impacted by this issue or just a specific subset of users? If just a specific set of users are impacted, what is different about these users?
- Provide any additional details that can be shared about the business impact of this issue.
II. Data Collection
Share the following data collection with SAS Technical Support:
- Enable a HAR capture and reproduce the problem. See SAS KB0036430, "Using the web browser developer tools to investigate issues in SAS® Web Applications" for more information.
- Collect screenshots, user information, and timestamps when you reproduce the issue.
- Provide the following logs and files:
- Key Log Directories (middle-tier server)
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer1_1/logs
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer8_1/logs
- <SAS-configuration-directory>/Lev1/Web/Logs/SASServer1_1
- <SAS-configuration-directory>/Lev1/Web/Logs/SASServer8_1
- <SAS-configuration-directory>/Lev1/Web/WebServer/logs
- <SAS-configuration-directory>/Lev1/Web/gemfire
- Key Configuration Files (middle-tier server)
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer1_1/conf
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer8_1/conf
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer1_1/bin/setenv.sh (setenv.bat if Windows)
- <SAS-configuration-directory>/Lev1/Web/WebAppServer/SASServer8_1/bin/setenv.sh (setenv.bat if Windows)
- <SAS-configuration-directory>/Lev1/Web/Common/LogConfig
- SOLR: <SOLR_HOME>server/logs/solr.log (typically collocated on the compute tier)
- import and indexing job logs
- ETL and AGP logs from the indexing import process: <SAS-configuration-directory>\Lev1\SASApp\StoredProcessServer\Logs
- If advised by SAS Technical Support, add thread and time precision to enhance debugging. See SAS KB0036294, "How to add thread and time precision to enhance debugging for SAS® Enterprise Case Management" for instructions.
Related Information