Frequent Issues
-
Dashboard and Provider Data Mismatch
Symptom
LastUpdate value is showing a date more than a day or two old.
Environment
Production environment.
Possible Causes
1. API is not working.
2. Device Engine(DE) is not responding to updates sent from Extension.(Huge cache DB size).
Troubleshooting
• Check if Provider API is sending updated value and time. Contact Provider in case of discrepancy.
• Check the extension logs for any errors in sync/updater processing.
Need to be checked with extension team.
• Check the Cache DB size. Purge the Cache DB.
Verification
Login into dashboard and verify if data is getting updated.
Post Verification
Not applicable
-
Events Not Coming from Provider (For PUSH based)
Symptom
Data not getting updated in Device Engine for PUSH/Callback extensions.
Environment
Production and QA environment.
Possible Causes
1. No events are coming from the provider.
2. CallBack URL is not registered or not correctly redirected from Proxy server.
3. Port is closed.
4. Streaming connection (websocket/phttp/mqtt/amqp etc.) is not stable or is in sleep state.
Troubleshooting
• Register or correct callback URL and check if events are coming at extension
• Check the callbackInterface by sending Empty Post through postman or curl to callback URL.
• Check the extension logs if any data is coming from Streaming API’s.
• If callback interface is not up at extension. Restart the extension process.
• Make sure the proxy server settings are correct.
Verification
Data should start getting updated in Device Engine and Dashboard.
Post Verification
Not applicable
-
Extension Not Registered with DE
Symptom
Neither sync nor updater starts at extension.
Environment
Production and QA environment.
Possible Causes
1.Mismatch in providerInsName in createProvider and config file.
2. Provider not created in Device Engine.
3. Mentioned Device Engine Port is not correct in config file.
Troubleshooting
• Correct the providerinsname in config file or in Provider model in Device Engine.
• Correct the DE details in config file.
Verification
Data should start getting updated in Device Engine and Dashboard.
As soon as the Extension starts, DE registration success message should be seen in the Extension logs.
Post Verification
Not applicable
-
Update Notification Not Appearing on the Dashboard
Symptom
Sensor updates are occurring at DE end but notifications are not seen on the Dashboard.
Environment
Production and QA environment.
Possible Causes
Websocket connection DE and Dashboard is broken.
Troubleshooting
Check the Websocket connection using a third-party client like Web Socket client.
If connection is open,and web socket notifications are being received, then check the dashboard.
If not, then reach out to DE team.
Verification
Notification should start coming for sensor updates for Web socket clients and for the dashboard.
Post Verification
Raise a CDET/BEMS/TAC
-
Sensor(s) Not Visible on the Dashboard
Symptom
Sensors are present in Device Engine but not visible on the Dashboard Map View.
Environment
Production and QA environment.
Possible Causes
• GeoHash not populated for created Sensor(s).
• Provider not sending correct coordinates.
• Sensor coordinates falling out of created region on the dashboard.
• The logged-in user is not synced into the system (location, domain access not provided to the user).
Troubleshooting
• If Geohash not populated for sensors at DE, check SDP or location server configuration in DE.
• If Provider not sending correct coordinates, check with provider.
• If Sensor coordinates falling out of created region on dashboard, expand the region boundary.
• If user is not synced, run the user sync manually.
Verification
Sensors should start appearing on the dashboard.
Post Verification
Not applicable.
-
Creation of Duplicate Sensors
Symptom
Duplicate sensors are getting created at Device Engine.
Environment
Production environment.
Possible Causes
Provider recreated with wrong ProviderID and provider label.
Troubleshooting
Identify the Old providerId, provider name. Delete and recreate provider with correct details.
Delete the Duplicate sensors using normal deleteall query, on CIMUserQueryInterface on DE port. <DeleteAll> <ParkingSpot> <sid ne=""/> <providerDetails> <providerId>ProviderIDOfDuplicateSensors</providerId> <provider>ProviderNameOfDuplicateSensors</provider> </providerDetails> </ParkingSpot> </DeleteAll>
Restart the Extension.
Verification
Duplication of sensors should not occur after sync.
Post Verification
Not applicable.
-
Extension stopped running.
Symptom
Extension process has stopped running or hprof file has generated.
Environment
Production environment.
Possible Causes
External command to stop extension process through configurator was executed but not started again.
Hprof generated (running out of memory)
Troubleshooting
• Check the logs for any external shutdown command from configurator.
• Check exception (out of memory or GC overhead limit exceeded) error, or other exception in extension processing.
• Collect the DE and extension logs and restart the extension process
Verification
Check if process is up and running as expected.
Post Verification
Raise a CDET/BEMS/TAC providing the logs.