DCO Restore error

DCIM_Support · ‎2020-07-04

Dear Jef Faridi

i'm restoring a DCO backup on a new server and im facing issues as the backup is getting failed,i tried 3-4 times still the same, please check the below screen-shot

if needed i can provide you the logs also

Please urgent support is required

Thanks

DCIM_Support · ‎2020-07-04

Hi Waseem,

As a part of Restore process, 'operations' needs to be stopped - but according to your screen capture it seems the operations service was basically not running (and therefore unable to be killed).

Screen capture is showing the initial records, but do you recall what the end notification was. It should be something like "Restore complete, failed, etc."

Before restoring a backup file, make sure that you have an operational server (it can be verified via the Status page in servers webmin interface), and also have enough free disc space (specially if you should have a very large backup file).

If you wish, I can also test your backup file? (I guess the backup file is from another operational setup, that is being restored on 8.2.1, right?)

Kind regards

See Answer In Context

DCIM_Support · ‎2020-07-04

Hi Waseem,

As a part of Restore process, 'operations' needs to be stopped - but according to your screen capture it seems the operations service was basically not running (and therefore unable to be killed).

Screen capture is showing the initial records, but do you recall what the end notification was. It should be something like "Restore complete, failed, etc."

Before restoring a backup file, make sure that you have an operational server (it can be verified via the Status page in servers webmin interface), and also have enough free disc space (specially if you should have a very large backup file).

If you wish, I can also test your backup file? (I guess the backup file is from another operational setup, that is being restored on 8.2.1, right?)

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi thanks for you answer

The backup file i have taken is from DCO 8.0.2 and we are restoring it on 8.0.1 will that be causing any issue ?

what do you suggest then ?

please advice

DCIM_Support · ‎2020-07-04

You are most welcome, Waseem

Restoring a backup file, in general, is forward compatible and not backwards. So the backup file from DCO 8.0.2 must be restored on at least the same version or higher.

By the way, both 8.0.1 and 8.0.2 potentially might have memory leak problem, so it is highly recommended to be upgraded to the latest version (currently 8.2.1).

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hello jef

Actually my mistake I'm restoring backup file on 8.1 and i have taken the backup from 8.0.2 and it is higher version but still I'm facing error i have taken the log files please provide me the Dropbox details so that i can share the log details with you to review what exactly is going wrong.

Kind regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

I will share a box folder with you soon - please include also the backup file you are trying to restore, thanks.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hello jef

i have shared the logs file kindly check that

Thanks

DCIM_Support · ‎2020-07-04

Hi Waseem,

I will take a look and will get back to you as soon as possible, thanks.

Kind regards

DCIM_Support · ‎2020-07-04

Hi Wassem,

According to the kindly provided server logs (from DCO 8.2.1 setup), it seems restoring the backup file (demo_backup_2018-01-03_13.42.tar.gz) have been successful.

restoring the backup file started at 2018-01-10 12:13

and then restore completed at 2018-01-10 13:40

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Thanks for the support jef

The issue that I'm facing now is that i cannot open the client the web page is opening smoothly and working you can check the below screen-shot while opening the client it shows loading physical model and suddenly the client disappears and closes

While opening the client i get two options accept certificate permanently and temporarily i tried for both but still the client gets closed without showing any error, it kinds disappears

I have taken the log files also it showed some unable to retrieve log files from ITO server the screen shot is attached

i will share the log files on the same box folder

Please check and advise what is going wrong

Thanks

Kind regards

DCIM_Support · ‎2020-07-04

Hi Wassem,

You are most welcome.

This seems to be a different issue and would have been great if reported as a new/separate community post.

Your desktop connection issue might be solution related (I'm only guessing) so it would also be great to test your backup file + the client 'application.log' file (usually located in C:\Users\\.isxo\8.2.x\Operations\application.log)

PS. if there is no ITO integration and/or if the ITO server(s) should be un-accessible, then the log notification would say "Unable to retrieve log files from the ITO server(s). We can just ignore this notification.

DCIM_Support · ‎2020-07-04

Jef Faridi Thanks for the reply and support jef

i did the restore again and it was successful but the client application is disappearing/crashing again while loading physical model i thought maybe it is because of my laptop i tried using multiple laptops and I'm directly connecting my machine to the server but same issue while as the web page is working fine and sometimes it shows the system status as down and sometimes it is up.

I have shared the files on the same box folder, current log file, restore status file and the application log file which is in C:\Users\\.isxo\8.2.x\Operations\application.log) as said by you and sharing the backup file is not approved by the customer if this could be solved within these limitations that would be great.

Please advise kinda stuck since 1 week

Thanks and Regards

DCIM_Support · ‎2020-07-04

Hi Wassem,

I will have a look and get back to you as soon as possible, thanks.

Kind regards

DCIM_Support · ‎2020-07-04

Hi Wassem,

The desktop client start issue seems to be related to some work order(s) in the setup.

As a part of initial desktop startup, model loading fails and returning an exception, the so-called NullPointerException.

To figure out which model(s)/Work order(s) involved in this null pointer exception, it would be a necessary task to debug the solution.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi

but how can i debug do i need to delete the work orders which are in progress or what? sorry but it's not quite clear to me

I have taken the backup from V 8.0.2 and I'm updating it on V 8.2.1

Please advice what are the major steps that i should take to make this thing run

Thanks for your support

DCIM_Support · ‎2020-07-04

Hi Wassem,

Sorry for not being so clear. I was kind of referring to detail investigation/debugging, this task is more expected from a DCO developer.

Issue basically originated from your previous setup (8.0.2), and if 8.0.2 is still running, then you might experience some work order related issues.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi

Hello Jef

Now what do you suggest what should i do now ?

I'm trying to update to the new version 8.2.1 but as you already know restore is successfully done but client crashes

What is the final solution for these things ?

Kind regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

I think other case () might be related, right? so I guess resolving the originated issue may resolve this one as well. I would love to help you out, but it doesn't seem to be a known issue, so I don't have any solution (at the moment) to offer, unless we study the setup and see what is causing the problem.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Thank you very much jef even on weekends you are replying

What if customer agrees on providing the backup file will that resolve both the issues work order as well as DCO restore issue

Kindly advise

Thanks

DCIM_Support · ‎2020-07-04

Hi Wassem,

You are welcome - that would at least help us to reproduce & understand the issue(s) and then work on providing possible solution(s). If customer permits that, then it would be great with copy of the latest backups from both setups (both from 8.0.2 and 8.2.1).

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Thanks jef

Customer has agreed to share the backup file

I will share the latest backup file with you by tomorrow

Thanks

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hello jef

I have shared with you the latest backup file of version 8.0.2 the one we are using right now

i wasn't able to share the other file for our new server version 8.2.1 because i don't know this box folder takes too long time to upload a file it took around 10 hours to upload one backup file even though I'm using fiber connection with a good speed

anyhow i will share the other backup file by tonight for version 8.2.1

till then you can have a look and investigate the file which i have already shared

Thanks for your support always

Kind Regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

Many thanks - For the time being the provided 8.0.2 would be fine, let me work on this, if I should need additional data, then I will let you know.

Thanks again,

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hi Jef

I've uploaded another backup file also for the new version 8.2.1

Thanks

Kind regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

Many thanks - we are currently working on this case & I will get back to you as soon as possible.

Kind regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

Thanks again for providing the useful data, really appreciated!

It seems there is a "bug" needs to be addressed in the next release version.

During/under client startup, we cache data (on client machine) to ensure a good user experience. When building this client cache there was an error causing Work Order tasks to be cached, oven thought the Work Orders wasn't, however causing irrecoverable crash when these were paired up.

Apparently this issue had been hidden from us, eg. not being discovered during our tests, since it needed a solution with more than 5000 Work Orders to be likely to fail. A new test procedure covering this will be added to our test suit (for development purpose).

I have been told that the next version is expected to contain the required enhancement! (expected release during next month, Feb.), thanks.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hi Jef

You mean the next released version 8.2.2

But we are stuck some users are not able to proceed work orders and even we are not able to upgrade our system to the new version that we already have 8.2.1

so it is causing a lot of problems to us from customer side

Isn't there any quick solution to these things or we have to wait till Feb for the new release ?

Pls advice

Thanks

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi and one thing more jef i need to confirm

is it the same work order issue that is causing crash in client application while loading physical model/opening after upgrading from version 8.0.1 to 8.2.1 ?

Thanks

Kind Regards

DCIM_Support · ‎2020-07-04

Hi Waseem,

Sorry for the confusion - my bad. That was the response to the reported desk-top client startup issue (in customer 8.2.1 setup). Our current release version is 8.2.2, and the required enhancement will be included in the next version (requires some development work).

Customers other/operational 8.0.2 setup: I have tested the provided backup file (8.0.2_2018-01-24_02.30.tar.gz) on my 8.0.2 setup without any problem - so I guess they/customer should be able to use it and wait for the next release for product upgrade. I will add some comments to this post "" soon, thanks.

Kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Thank you jef for clearing the things

Yeah for the current version 8.0.2 the one we are using now its working fine but we are only having issues on work order that too for one user only

and as you already mention you will add the comments on this issue soon

kind regards

DCIM_Support · ‎2020-07-04

Jef Faridi Hello jef

I updated the DCO version 8.0.1 to 8.2.2 as suggested by you it had some memory leak issues

But while restoring backup I'm facing issues again, I've already attached the screen-shot.

Kindly check

Thanks and regards

DCIM_Support · ‎2020-07-04

The application status shows DOWN after that

Even its the new server updated DCO version I have ample of free space

what could be the reason ???

DCIM_Support · ‎2020-07-04

Hi Waseem,

Could you please report it as a new "question", so it can be followed as a new case with its own description/details/logs/data.

PS: by the way, if this is concerning the same customer setup (with more than 5000 work orders), then please do not upgrade to 8.2.2, but wait for the next version (not released yet).

Thank you,

Kind regards

DCIM_Support · ‎2020-07-04

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