Frequent Issues
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Missing NPM Modules
Symptom
After running install_cdp.sh, check the 'Forever' logs.
The logs do not show the 'loopback' module.
Environment
Can occur in any of the QA or Production environment.
Possible Causes
While releasing a new build, Dashboard team has missed providing the NPM modules.
Troubleshooting
Dashboard team to provide the new build.
Verification
After deploying the newly provided build, check the 'Forever' logs.
Post Verification
Raise a CDETS/BEMS/TAC.
-
Forever Process Automatically Restarts
Symptom
Dashboard logs show the process getting restarted.
Log in to Dashboard fails intermittently.
Environment
Can occur in any of the QA or Production environment.
Possible Causes
While releasing a new build, Dashboard team has missed providing the NPM modules.
Troubleshooting
Dashboard team to provide the new build.
Verification
After deploying the newly provided build, check the 'Forever' logs.
Post Verification
Raise a CDETS/BEMS/TAC.
-
Nginx default file context path issues
Symptom
Log in to Dashboard shows status code 400 or 404.
Environment
All environments.
Possible Causes
Issue with conf_nginx.sh script.
Troubleshooting
Make sure Nginx default file is pointing to current deployed build path.
Verification
Log in to dashboard should be successful without any error code.
Post Verification
Not applicable as configurational issue
-
Mongo DB issues
Symptom
After deploying the build, Mongo DB error logs are getting logged in Forever logs/CDP server logs.
Environment
All environments.
Possible Causes
mongodb_config.json file has not been updated properly.
Connectivity between Mongo DB and Dashboard is lost.
Troubleshooting
The Mongo config file to be cross-checked before running the install_cdp script.
Connectivity with Mongo DB should be restored.
Verification
Check the 'Forever' process-id for stability.
Post Verification
Not applicable as configurational issue
-
Customer Registration Fails
Symptom
Error occurs while registering a customer in a Dashboard
Environment
All environments.
Possible Causes
1. Direct /token API is getting failed.
2. cdpgateway variable is not updated correctly in Nginx default file.
Troubleshooting
1. Check the API through WSO2.
2. Check API through Nginx.
3. If it fails, update Nginx config for locations /token and /t.
Verification
Check the customer registration process.
Post Verification
Not applicable as configurational issue
-
Login API Failure
Symptom
Log in to Dashboard fails.
Environment
All environments.
Possible Causes
1. Direct /token API is getting failed.
2. cdpgateway variable is not updated correctly in Nginx default file.
3. User credentials are incorrect.
4. accounts/login API is getting failed.
5. Tenant customer is not registered in the Dashboard.
6. Check that user's role has tabs assigned to it.
Troubleshooting
Check direct /token API once.
Check API through Nginx
If it fails, update nginx config for locations /token and /t and also update cdpgateway variable.
Verification
Log in to Dashboard should be successful.
Post Verification
Not applicable as configurational issue
-
Devices API error
Symptom
Getting error in browser console for /devices API.
Environment
All environments.
Possible Causes
Direct Device Engine API Failing or through gateway /devices API failing.
Troubleshooting
For 500 Internal Server Error, check the Real-Time Engine process and verify if any HProf is getting generated.
If yes, then remove the HProf file and restart the process.
For 401 Unauthorized Error, User sync needs to be done at Device Engine (DE) end to resolve the issue.
Verification
Sensors should load on Map view and should be visible in the listview as well.
Post Verification
Raise a CDETS/BEMS/TAC for the DE team.
-
Region Creation Fails
Symptom
Error occurs while creating a region by admin on the dashboard application
Environment
All environments.
Possible Causes
Direct location post API (cdp/v1/locations) call is getting failed.
Troubleshooting
Check the direct post API (cdp/v1/locations).
Verification
Log in to Dashboard as an admin, create a region in regions tab.
The region should get created successfully.
Post Verification
Raise a CDET/BEMS/TAC.
-
Nginx resolve IP Issue
Symptom
Error occurs while creating a region by admin on the dashboard application
Environment
All environments.
Possible Causes
Proxy redirection for Nginx is getting failed.
Direct location post API (cdp/v1/locations) call is getting failed.
Troubleshooting
Verify that proxy redirection is correct.
Reach out to core team, if the API is failing.
Verification
Log in to Dashboard as an admin, create a region in regions tab.
The region should get created successfully.
Post Verification
Raise a CDET/BEMS/TAC.
-
Rewrite/ Proxy Pass in Nginx Issues
Symptom
1. Dashboard login fails.
2. Direct APIs starting with /t fail.
Environment
All environments.
Possible Causes
Nginx config is not updated properly.
Troubleshooting
Cross-check the rewrite directive rules in Nginx.
Verification
Log in to Dashboard should be successful.
Post Verification
Not applicable as configurational issue.
-
Failure in Enabling Fault Module
Symptom
Enabling or Disabling the Fault module is failing on the Dashboard.
Environment
All environments.
Possible Causes
Fault module feature is not enabled in the config file
Troubleshooting
Cimportal/deploy/config/config.json
“Features” : Copy the Default set and re-name to tenant name e.g. if tenant is “Poland.com” we have to use “Poland” "default": { "enableRBAC":false, "enableFault": true, // Enable/Disable fault module "enableGISMaps":false, "enableAutomatedSop":false, "enableNonSensorAlerts":true, "autoZoomEnable":false, "loginRedirect":false, "environmentEvent":false, "enableSBHistoric":true }
Verification
Fault Module should be visible on the Map View when enabled in the config file.
Post Verification
Not applicable as configurational issue.
-
Environment Event Creation Failure
Symptom
Environment Event creation is failing for a tenant.
Environment
All environments.
Possible Causes
Environment event creation has not been enabled for the user.
Troubleshooting
Cimportal/deploy/config/config.json
“Features” : Copy the Default set and re-name to tenant name e.g. if tenant is “Poland.com” we have to use “Poland” "default": { "enableRBAC":false, "enableFault": true, "enableGISMaps":false, "enableAutomatedSop":false, "enableNonSensorAlerts":true, "autoZoomEnable":false, "loginRedirect":false, "environmentEvent":false,// set to true/false "enableSBHistoric":true }
Verification
Go to Events tab and try to create events for Environment module.
Event should get created successfully.
Post Verification
Not applicable as configurational issue.
-
Unable to See Parking Data
Symptom
Parking data not visible on the Dashboard, in spite of Device engine having the data.
Environment
All environments.
Possible Causes
1. The logged-in user does not have the required location ID assigned to her.
or2. There is no "state" in each parking object.
Troubleshooting
Check for Location ID in the Device Engine API. The same Location ID should be assigned to the logged-in user.
orInspect the dashboard, go to console tab and type as follows:
ParkingModel.parkingDataObject ParkingModel.parkingDataObject.parkingspots ParkingModel.parkingDataObject.parkingspace
Please check if each object has "state" property present for all parking spots/spaces.
Please get in touch with the Device Engine team in case of deviation from the above behavior.
Verification
Sensors should be visible on the Map View tab of the Dashboard.
Post Verification
Raise a CDET/BEMS/TAC
-
Crowd Data Count is 0
Symptom
Map View shows crowd data count as 0.
Environment
All environments.
Possible Causes
Pedestrians / Vehicles DirTemporalMobilityStats count is "0" in POMObj.
Troubleshooting
• Inspect the dashboard, go to console tab and type as follows:
Crowd count / Vehicle data
• Check for following:
CrowdModel.crowDataObject.POMObj
//Pedestrian
MobilityPOM.mobility.pedestrian.overallStatsId.temporalStatsId.DirTemporalMobilityStats
//Vehicle
MobilityPOM.mobility.vehicle.overallStatsId.temporalStatsId.DirTemporalMobilityStats
• Check for each object count
If count is 0, then check with DE team.
Verification
Crowd data count should not appear as 0 anymore.
Post Verification
Raise a BEMS/CDET/TAC.
-
Wi-Fi Data Count Is 0
Symptom
Map View shows Wi-Fi data count as 0.
Environment
All environments.
Possible Causes
Wi-Fi "DirTemporalMobilityStats" count is "0" in ROIObj
Troubleshooting
• Inspect the dashboard, go to console tab and type as follows:
Wi-Fi/Dwell time
• Check for following:
CrowdModel.crowDataObject.ROIObj
//Wi-Fi
MobilityROI.mobility.personalDevice.overallStatsId.overallTemporalStatsId.DirTemporalMobilityStats
• Check for each object count
If count is 0, then check with DE team.
Verification
Wi-Fi data count should not appear as 0 anymore.
Post Verification
Raise a CDET/BEMS/TAC
-
New User Unable to Log in
Symptom
New user after creation is not able to log in to the dashboard.
Environment
All environments.
Possible Causes
Roles, and regions are not assigned to the User.
Troubleshooting
• Check if roles and regions are assigned in Users tab.
• Log in as a sensor_customer.
• Go to Settings-> Customization->Assign Tabs
• Select Tabs to be assigned to the user.
• Click Update.
Verification
New user should be able to successfully log in to the Dashboard.
Post Verification
Not applicable as configurational issue.
-
Automatic Logging Out of the Dashboard
Symptom
Newly created user gets logged out of the Dashboard after logging in.
Environment
All environments.
Possible Causes
Auto sync of the users is not working.
The user’s role does not have domain assigned to it.
Troubleshooting
Get in touch with the Device Engine (DE) team, DE needs to sync the new users manually.
Login to KM and assign domain to the logged-in user's role.
Verification
Log in to the dashboard as a new user should be successful.
Post Verification
Raise a CDET/BEMS/TAC.
-
Inaccurate Environment Threshold Units
Symptom
Unit values showing high values on the Environment map
Environment
All environments.
Possible Causes
Provider is sending non-standard units.
Troubleshooting
Go to Settings → Advanced Settings → Environment → "Select Environment Item" → Select Units → Add Custom Units → Units, Label and Expression (formula) (x/100)*20
Apply on environment item (e.g. CO) units "PPM"
Verification
The units for Environment parameters should get displayed in standard units.
Post Verification
Not applicable as configurational issue.