Troubleshooting Tips

Issue description

After exporting a package from IWS to Message Center, you receive an 'unable to unzip' error in one of the linked import streams. One reason for this error could be empty application files in the preprocessors directory. This issue was specifically noticed in Windows server only.

Issue Resolution

Copy all necessary application files to the directories:

• dynamic/msgcenter/preprocessors

• tpe/servers/msgservice/preprocessors

Issue description

The Eagle default streams show as disabled after being imported to Message Center and/or have a processing rate of 0.

Issue Resolution

In Message Center console, enable the Eagle default streams and change to the Processing Rate field from 0 to 1.

Issue description

After exporting from IWS to MessageCenter, the stream isn't created (you can not see it in the Message Center Console or Message Center editor).

Issue Resolution

There are several potential reasons for this issue:

1. The unzip application did not work correctly – refer to the Custom Application files issue.

2. Import related streams do not exist. Please check that the following streams exist:

1.  

   • mc_import_stream_request

   • mc_import_stream_w

   • eagle_mc_import_stream_request

   • eagle_mc_import_stream_w

3. Check the import_streams noted above in Message Center for errors. If you see an error including JVM, it is most likely due to the settings of JVM or an error with it.

To check, open a cmd window and tpe 'java-version' and enter. If information about the Java verison appears, then this is a good sign that Java is working. Otherwise, check the windows 'PATH' variable for including the path to JVM or refer to the JVM or Export Jar section below.

Issue description

On its initial start, IWS cannot create all of the necessary files for some reason. Since this activity only occurs on the first start of IWS, it does not try to recreate the next time IWS is opened even though the needed files are not there.
This issue has only occurred once. It was on a Windows server.

Issue Resolution

 Remove the iws.info file on the server

1. Select any root folder in Message Center Editor

2. Select File - Open menu item

3. Go up one level in the popup window (so you are at the Server root)

4. Set 'Files of Type' to 'All files'

5. Find the iws.info file, right click and select delete

6. Restart IWS

7. Check the file/folders under the "eis" folder

8. It should show subdirectories of attaches, combobjs, ejmlkp, ejmqr, ejmrsf, ejmsln, ejmtr, ejmtsk, ejmwf, libs.xml

9. If the list does not match above, in Message Center go to the stream statistics for mc_import_stream_request and mc_import_stream_w streams and check for errors

Issue description

JVM or export jar file does not work correctly.

Issue Resolution

To check this, bring up IWS on the environment and under File, select Export to Local drive. If you get an error, reinstall JVM or refer to IWS does not create all of the necessary files or folders.

Issue description

Process is stuck and shows a lot of execution attempts

Issue resolution

In this case we suggest checking estar/tpe/cfg/msgcenter/msgservice.ini config file first of all.

SplitBatchSize parameter defines the number of records loaded to memory for processing and should not be a large number, recommended value is 2. It is responsible for memory consumption and values like 100 may harm processing.