IBM Tealeaf CX: Support Troubleshooting FAQ
Contents
1. IBM Tealeaf CX Version 9 Release 0 1 December 04 2014 Support Troubleshooting FAQ all Note Before using this information and the product it supports read the information in Notices on page 11 This edition applies to version 9 release 0 modification 1 of IBM Tealeaf CX and to all subsequent releases and modifications until otherwise indicated in new editions Copyright IBM Corporation 1999 2014 US Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents Chapter 1 Tealeaf Support Troubleshooting FAQ Other resources Chapter 2 IBM Tealeaf documentation and help Notices Trademarks Copyright IBM Corp 1999 2014 11 13 Privacy Policy Considerations 13 iii iv IBM Tealeaf CX Support Troubleshooting FAQ Chapter 1 Tealeaf Support Troubleshooting FAQ This section contains frequently asked questions of Customer Support on how to administer the Tealeaf CX system Use the links below to jump to a question and the related answer e If you have a question that is not answered in this section you may use the Send Feedback link at the bottom of the page to submit your question to Tealeaf Problem changed my privacy rules to scrape or block data but they do not seem to be working What should I check What to look for first e Did you restart the Tealeaf Transport serv2. Manual IBM Tealeaf CX Glossary IBM Tealeaf CX Installation Manual IBM Tealeaf CX PCA Manual IBM Tealeaf CX PCA Release Notes Copyright IBM Corp 1999 2014 9 10 Table 2 Available documentation for IBM Tealeaf products continued IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf CX RealiTea Viewer Client Side Capture Manual IBM Tealeaf CX RealiTea Viewer User Manual IBM Tealeaf CX Release Notes IBM Tealeaf CX Release Upgrade Manual IBM Tealeaf CX Support Troubleshooting FAQ IBM Tealeaf CX Troubleshooting Guide IBM Tealeaf CX UI Capture j2 Guide IBM Tealeaf CX UI Capture j2 Release Notes IBM Tealeaf cxImpact IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxImpact User Manual IBM Tealeaf cxImpact Reporting Guide IBM Tealeaf cxConnect IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Voice of Customer Administration Manual IBM Tealeaf cxConnect for Web Analytics Administration Manual IBM Tealeaf cxOverstat IBM Tealeaf cxOverstat User Manual IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf cxReveal API Guide IBM Tealeaf cxReveal User Manual IBM Tealeaf cxVerify IBM Tealeaf cxVerify Administration Manual IBM Tealeaf cx View IBM Tealeaf cxView User Manual IBM Tealeaf CX Mobile IBM Tealeaf CX Mobile An
3. The sample IBM Tealeaf CX Support Troubleshooting FAQ programs are provided AS IS without warranty of any kind IBM shall not be liable for any damages arising out of your use of the sample programs Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corp registered in many jurisdictions worldwide Other product and service names might be trademarks of IBM or other companies A current list of IBM trademarks is available on the Web at Copyright and trademark information at www ibm com legal copytrade shtml Privacy Policy Considerations IBM Software products including software as a service solutions Software Offerings may use cookies or other technologies to collect product usage information to help improve the end user experience to tailor interactions with the end user or for other purposes A cookie is a piece of data that a web site can send to your browser which may then be stored on your computer as a tag that identifies your computer In many cases no personal information is collected by these cookies If a Software Offering you are using enables you to collect personal information through cookies and similar technologies we inform you about the specifics below Depending upon the configurations deployed this Software Offering may use session and persistent cookies that collect each user s user name and other personal information for pu
4. ctual Property Department in your country or send inquiries in writing to Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd 19 21 Nihonbashi Hakozakicho Chuo ku Tokyo 103 8510 Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk Copyright IBM Corp 1999 2014 11 12 IBM may use or dis
5. dows Application Event Log exported as an EVT file zipped e If there is a TealeafCaptureSocket exe vW X YY ZZZZ YYYYMMDD HHMMSS dmp file in the Tealeaf logs folder include it Problem am receiving a portal status error Sessions waiting to be indexed broken its threshold What to look for first Copyright IBM Corp 1999 2014 1 2 e If you did not immediately respond to this error message log in to the Tealeaf portal and browse to the Tealeaf System Status Canister report and select the canister reporting indexing issues Check for the Sessions waiting for archive to disk If this number is very high and not consistently decreasing it indicates a problem e If your canister indexes are stored on a SAN as opposed to local storage have your SAN team confirm disk throughput is as expected In many cases the root cause of this issue is inadequate disk performance If you file a case with Customer Support e Attach the following logs CSS_1966_ lt CANISTERNAME gt CS lt DAYSDATE gt txt CSS_1966_ lt CANISTERNAME gt DL lt DAYSDATE gt txt CSS_1966_ lt CANISTERNAME gt CS lt DAYSDATE gt txt where lt CANISTERNAME gt is the name of your canister server and lt DAYSDATE gt is the date yyyymmdd on which you are having the issue Problem I have errors indicating indexing failed crashed stopped or deleted while cleaning up session data What to look for first e Fortunately indexes are one of the recoverab
6. droid Logging Framework Guide IBM Tealeaf Android Logging Framework Release Notes IBM Tealeaf CX Mobile Administration Manual IBM Tealeaf CX Mobile User Manual IBM Tealeaf CX Mobile iOS Logging Framework Guide IBM Tealeaf iOS Logging Framework Release Notes IBM Tealeaf CX Support Troubleshooting FAQ Notices This information was developed for products and services offered in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not grant you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A For license inquiries regarding double byte DBCS information contact the IBM Intelle
7. e in parentheses At this point you must identify another unique cookie that can stitch together pages or determine where the existing cookie has gone e If there are still no results you should open the Tealeaf Pipeline Status utility either locally on the server or in TMS available in later versions e If you confirm that traffic is continuing to flow through the pipeline usually the canister session agent is last then sessions should still be making it into the IBM Tealeaf CX Support Troubleshooting FAQ active canister At this point there is a possible permission issue and depending on your form of authentication portal or NT you should contact Tealeaf Support If you file a case with Customer Support e Describe the steps that are previously attempted Attach a TLS file that contains a representative session with the problem session IDs Problem Searching completed sessions returns no results What to look for first e Check the completed session template for available dates The dates available should equal the total number of days you expect to retain production data e If you have access to the Tealeaf Canister log in browse to http localhost CIC user and password are ssadmin ssadmin and compare the two columns to ensure the session count and indexed document count match If the indexes are unavailable the sessions are not searchable If the indexes are gone it s possible to re create them with the check a
8. ed Most SMTP servers do not require that the sender is a real email account only that it have a correct domain prefix for example yourcompany com If you file a case with Customer Support e Note any troubleshooting steps taken e Attach the following TLAlertSrv_ lt daysdate gt 1log where lt daysdate gt reflects the date you expect to see the alert email Problem Cannot log in to the Portal What to look for first e Are you using NT or portal authentication If you normally type a password it s Portal authentication If you normally log in without a password it is NT authentication e Confirm that the Tealeaf SQL Server database is operational and accessible over the network to the portal server e Try logging in with the master admin account e Confirm that the Tealeaf Search Service is running on all Tealeaf Window Servers If you file a case with Customer Support e Report any errors displaying in the portal e Examine the Windows Event Application log for error messages and attach to case Chapter 1 Tealeaf Support Troubleshooting FAQ 5 Problem No hits in the canister What to look for first e Portal Status Report Are all servers up Is there a working connection to the Passive Capture Application server e Portal Status Report Has DecoupleEx commenced queuing If yes Is the canister using too much memory Is the canister running out of disk space e Capture Server Web Console An
9. either the SQL server or the canister itself you can alter either or both timeout settings in the portal to allow more time for this process to complete IBM Tealeaf CX Support Troubleshooting FAQ Under the Tealeaf Portal Management CX Settings Data Collector menu you find two values Canister connection timeout seconds and Database Connection timeout seconds The former can be increased in an attempt to address timeouts to the canister while the latter can be raised to accommodate performance issues in relation to the import of statistics into SQL If you file a case with Customer Support e Attach the following TLDataCollector 1log if data collection stopped in the current day or TLDataCollector_ lt daysdate gt 1log where lt daysdate gt reflects the date of the last hour of event reporting data Problem Alerts not firing and or emails not arriving What to look for first e If you feel certain that alerts should be firing and sending email there is an alert report in the portal under Active Alert Monitor If you find alerts in an alert state the specified action in the alert should be occurring e Confirm that the alert is configured to send to valid email addresses and that Email is checked e In the Tealeaf Portal under Tealeaf TMS navigate to the reporting server expand the Alert Service select Alert Service Configuration click View Edit and ensure an Email From Addressis configur
10. ice This must be completed on each Tealeaf processing server where privacy changes occurred If you modified privacy using our TMS functionality it should offer to restart this service while applying the configuration file change This action can be validated by checking the Windows Event Application Log on the server s in question e If the service restarted successfully but the rule is not working more than likely you find an error log Each time the Tealeaf Transport Service restarts the privacy rules are loaded in an Windows Event Application log entry Details of any problem should be available If you file a case with Customer Support e Note and report any visible error messages in relation to the privacy rules as they were loaded by the Tealeaf Transport Service restart Attach the following Privacy cfg Example session data can be in txt document format along with an explanation of what you are trying to do Problem The Tealeaf Transport Service will not start or will not stay running What to look for first e Have any changes been made immediately prior Especially in the case of privacy cfg changes try disabling new rules and try again e Review the Windows Event Application Log on the server s in question If you file a case with Customer Support e Note and report any visible error messages in relation to the privacy rules as they were loaded by the Tealeaf Transport Service restart e Attach the Win
11. le file types in the Tealeaf system and they can be re created To do this Log in to the Tealeaf canister in question open a browser and navigate to http localhost 19000 CIC if prompted for authentication the user and password are ssadmin ssadmin If you are uncertain whether sessions are missing from the index you can compare the two columns to ensure the session count and indexed document count match If the columns match but you appear to be having issues or suspect index corruption you can perform a check indexes from the top menu Finally if you d like the system to do a full audit of indexes and repair any problems that it finds select check and fix Depending on the number of sessions and the number of days data you collect this could take up to a full day to complete If you file a case with Customer Support e If you have performed the steps above and the indexing service does not continue running gather any relevant errors from the Windows Event Application log and attach them to the support case Problem Searching for active sessions returns no results What to look for first If your search returns no results first change Limit Hits To lt No Limit gt If results return it means your method of Tealeaf sessionization was broken Confirm that the expected cookie is not being found by checking that the TLMERGEID is blank in one of the request buffers The cookie being referenced should b
12. nd fix command See Problem I have errors indicating indexing failed or crashed If indexes are available and days appear to be present confirm that there are no data segmentation filters in place that would be excluding content This can be done by opening searchconfig without the quotes from the Windows Start Run menu and selecting modify under Domain Local Groups In the resulting window there is data segmentation filters at the bottom If someone assigned a filter to a group and the account searching is a member of this group it will append this to any search and may result in no results found If you file a case with Customer Support e Note and report any visible error messages from the failed search and the results of initial troubleshooting above e Examine the Windows Event Application Log for errors e Collect and attach the TLSrchSrv lt DaysDate gt log Problem am trying to search using and same page and am having troubles What to look for first e And same page does not work with does not include logic If any of your search criteria include this it returns no results e If searching for more than two things on the same page try reducing the search terms one at a time to see if you get results e If you notice that the search results reflect x number of y sessions where y is greater than x this indicates Tealeaf found y number of sessions with your search terms in the same session and then proce
13. nnot find an answer to your question contact Tealeaf https support ibmcloud com Chapter 1 Tealeaf Support Troubleshooting FAQ 7 8 IBM Tealeaf CX Support Troubleshooting FAQ Chapter 2 IBM Tealeaf documentation and help IBM Tealeaf provides documentation and help for users developers and administrators Viewing product documentation All IBM Tealeaf product documentation is available at the following website https tealeaf support ibmcloud com Use the information in the following table to view the product documentation for IBM Tealeaf Table 1 Getting help To view Do this Product documentation On the IBM Tealeaf portal go to gt Product Documentation Help for a page on the IBM Tealeaf Portal On the IBM Tealeaf portal go to gt Help for This Page Help for IBM Tealeaf CX PCA On the IBM Tealeaf CX PCA web interface select Guide to access the IBM Tealeaf CX PCA Manual Available documents for IBM Tealeaf products Use the following table to view a list of available documents for all IBM Tealeaf products Table 2 Available documentation for IBM Tealeaf products IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf Customer Experience Overview Guide IBM Tealeaf CX Client Framework Data Integration Guide IBM Tealeaf CX Configuration Manual IBM Tealeaf CX Cookie Injector Manual IBM Tealeaf CX Databases Guide IBM Tealeaf CX Event Manager
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15. s and Other Technologies Notices 13 14 IBM Tealeaf CX Support Troubleshooting FAQ Printed in USA
16. ssed those sessions to determine x where x is the number of sessions reflecting and same page logic This is expected functionality not a reflection of missing sessions If you file a case with Customer Support e Note and report any visible error messages from the failed search and the results of initial troubleshooting above e Collect and attach the TLSrchSrv lt DaysDate gt log Chapter 1 Tealeaf Support Troubleshooting FAQ 3 4 Problem It says I have only three days data but should have 14 what do I check What to look for first e Within the portal navigate to the Tealeaf System Status Storage report change to each individual Storage Server and determine the number of days worth of data that appears e Locally on the canister processing server navigate to the Canister dbs directory sort by type and check the dat files for LSSN_ lt daysdate gt _ lt canistername gt dat There is one dat file for each canister day If you confirm the expected dates are available then they are not being recognized A canrebuild should address this Windows Start Run canrebuild Important Ensure that Preserve session data is CHECKED and complete the canrebuild Return to the portal and confirm that the dates are restored If you file a case with Customer Support e Report steps that are taken in troubleshooting e Check the Windows Event Application Log for errors that are related to Tealeaf e A
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19. ttach the TLTMaint 1og file Problem Events not appearing in the portal What to look for first e If you created an event and it is not displaying anywhere in the portal make sure to check both the search templates and event charts e In the event itself double check that Display event in portal is checked and that Building blockis not checked Both intentionally hide the event in the portal e Confirm that the event is not a session level event and that you are not looking for it in an active search Session level events are evaluated when an active session is closed and written out as a completed session As a result session level events cannot be found in active sessions If you file a case with Customer Support e Attach a screen capture of the configured event Problem Event data is not current or is missing entirely What to look for first e Event data is collected by the Tealeaf Data Collector service on the portal server At 5 minute intervals it communicates with each of the canisters to become aware of new events and to gather statistics about these events for import into SQL If data is missing for hours it likely means the data collector service has been unable to communicate with the canister e Check the services on the Tealeaf Portal server and ensure that the Tealeaf Data Collector service is running e Examine the Windows Event Application Log for errors If you find an error mentioning a timeout regarding
20. y warning indicators e Is the span port or load balancer oversubscribed If you file a case with Customer Support e Note and report any visible error messages e Determine as precisely as possible the date and time when the problem first appeared e Attach the following Portal Status Report Capture server maintenance log Capture server capture log Capture server error log Capture server full day statistics file Problem Many one hit sessions What to look for first e Are there IP addresses that the capture server should filter out e Is the canister session timeout too short If you file a case with Customer Support e Note as precisely as possible the date and time when the problem first appeared e Attach the following Portal Status Report Capture server capture log Other resources 6 Tealeaf Troubleshooting Guide in the IBM Tealeaf Troubleshooting Guide The Tealeaf Troubleshooting Guide contains troubleshooting tips and specific steps to resolve issues with Tealeaf components and applications e See Tealeaf Troubleshooting Guide in the IBM Tealeaf Troubleshooting Guide Public KnowledgeBase The KnowledgeBase contains articles that are authored by Tealeaf Customer Support to address common issues that are encountered by Tealeaf customers e For more information See https support ibmcloud com IBM Tealeaf CX Support Troubleshooting FAQ Tealeaf customer support If you ca
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