Chapter 8
8. Troubleshooting
Start with the job message in Iconik. Then read the Status tab and the Logs tab in XenData for Iconik. Do not run an archive or restore again until you know the result of the first job.
8.1 The Status tab shows a problem
| What you see | What to do |
|---|---|
| Configuration Required | Select Configure Settings and complete the settings |
| System Status shows Error: | Check that Host is localhost and Port is correct. Check that XenData is running |
| Archive Status is OffLine or Maintenance | Ask your XenData administrator to bring the archive online |
| SQS Queue Status is Connection Failed | Check Region, SQS Queue URL, and both keys. Check internet access |
| SQS service not initialized | Complete the SQS settings and select Save |
| Failed to connect to XenData under File Group | Check Host and Port, then select Load again |
| No file groups found | Ask your XenData administrator to create a file group, or type the name |
| Save is unavailable | Find the field with a red message and correct it |
After you correct a setting, select Save. The Status tab reads both panels again.
8.2 A job does not appear in Iconik
- Check that XenData for Iconik is running. Look for its icon in the notification area.
- On the Status tab, check that the queue is Connected.
- Check Approximate Number Of Messages on the Status tab.
- Open Logs and look for an error near the time of the request.
| Possible cause | Action |
|---|---|
| The application was not running | Start it; it collects waiting requests |
| The queue settings point to the wrong queue | Check SQS Queue URL with North Shore Automation |
| The Iconik custom action points to the wrong address | Ask your Iconik administrator to check the action |
| The request waited longer than the queue keeps requests | Run the action again in Iconik |
| The Iconik token is not valid | Enter a new App Token and select Save |
| Unsupported action type shows in Logs | Ask your Iconik administrator to check the action. See Iconik requirements |
8.3 Jobs stay at STARTED
XenData accepted the work, but XenData for Iconik did not receive its updates.
- Ask your XenData administrator whether the XenData job is still running. Give them the job ID from the sub-job message.
- Check that Callback Host is
localhost. - Check that no other program uses TCP Port.
A large restore can stay at STARTED for a long time while tapes load. Check with XenData before you decide that a job is stuck.
8.4 A job failed
Read the sub-job message in Iconik.
| Message or symptom | What to do |
|---|---|
| Error: followed by a XenData reason | Give the reason and the XenData job ID to your XenData administrator |
| Dispatch claim abandoned: no XenData response... | XenData did not confirm the job within 5 minutes. Check that XenData is online, then run the action again for that asset |
| The asset is now on tape, but the job shows FAILED | Check the asset's storages in Iconik before you archive it again |
| Many jobs fail at the same time | Check the Iconik token and the Status tab |
XenData for Iconik does not retry a failed job by itself. This prevents a second copy of the same asset on tape. Run the action again in Iconik when the cause is fixed.
8.5 Jobs in progress when the application stops
If XenData for Iconik stops while XenData is working, XenData continues the work. XenData for Iconik cannot receive the updates while it is stopped. Those Iconik jobs can stay at STARTED after the application starts again.
- Ask your XenData administrator for the result of each XenData job ID.
- Check the asset's storages in Iconik.
- Run the action again only for assets that did not complete.
Requests that were waiting in the queue are not lost. XenData for Iconik collects them when it starts again.
8.6 The application does not start
| What you see | What to do |
|---|---|
| NSA ICO-XD Connect could not start with The local database could not be initialized safely. No jobs were started. | Copy the full message and the log files. Contact support. Do not delete files |
| Nothing opens | Look for the icon in the notification area; the application may already be running |
| SmartScreen blocks the installer | Select More info, then Run anyway. If that is not available, ask your system administrator |
8.7 Ask for support
Email support@northshoreautomation.com. Include the details in Collect information for support.