Troubleshooting
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Last updated
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If there are problems with the Flow server, clients, or other Flow-related products, please contact us at product.support@novacura.com and attach log files or other related files.
If the server stops responding there might be something wrong with the applications running on the app pools or something wrong with the site.
1. Navigate to the IIS -> Servername -> Application Pools.
2. Select the Novacura application pool(s), on the right side select recycle or start it up if it's not running.
3. Navigate to Sites and select the site where the Novacura server is running, on the right side select restart if it's not responding or start if it's not running.
4. Verify that the server is now up and responding again.
If the application pool stops regularly please contact us so we can investigate it. Meanwhile, a workaround is to raise the number of errors the server can receive before it automatically stops the site by following these steps:
Navigate to the IIS -> Server name -> Application Pools.
Right-click on the application pool you wish to raise the number of errors it can receive.
Under "Rapid-Fail Protection" change the failure interval and maximum failures to how many failures during x amount of minutes you want the application pool to allow.
If the server stops responding often, crashes or if the server is experiencing any other errors which are hard to specify the cause for, a log containing information about errors occurring could be useful.
To fetch a log containing crash dumps etc. follow these steps:
Press the Windows button + R and type in "eventvwr.msc".
Select custom views and click on create a custom view.
Logged - Specify in which time frame you want to fetch the logs from.
Event Level - Select Error, Warning, and Critical
Select by source and choose all sources you want to fetch messages from, some relevant are: ".Net Runtime, Application Error, ASP.Net 4.0, MSSQL SQLexpress, MSSQL SQLexpress Audit". But it depends on what you wish to view, these mentioned above can help us investigating your error if you report it to us and attach the custom view file.
Select the new custom event view you have created, click on "save all events in custom view as..."
Choose a name for the file and save it as .evtx, attach this file to your issue when you report them to us if you're having server problems. It can both help us identify the problem and allow us to fix the problem faster.
If the logs from the IIS and Flow server aren't enough, you can also fetch a memory dump which can help us trace the root cause of the problem you are experiencing. By following the instructions in: Fetch memory dump you can fetch the memory dump and send it to us.
Be very careful to fetch the memory dump during the time the error occurs, and not after you have fixed the error or restarted the server etc..
If the bug does not exist in the current session when you fetch the dump, we will not see it.
