Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

An Iguana crash is an unexpected and abrupt shutdown of the Iguana process or service.

Things to ask the client

  • Are there crash dump files in the Iguana working directory? If so, send them to us, following the documentation here: http://help.interfaceware.com/v6/how-to-report-problems#ftp

    • Before asking the client to send us the crash dump files, make sure they are running Iguana 6. The development team will not look at Iguana 5 crash dump files.

    • Some factors to consider if no crashdumps were created:

      • The server ran out of memory

      • Iguana does not have the correct permissions

      • Too many opened files, cannot open a new file for crashdump

      • mac and Linux might have it disabled more information here

  • Send us the ServiceErrorLog.txt file

    • Look for errors caused by the log files being locked by another program.

  • In order to aid the development team in their investigation, also ask the following:

    • Operating system, process architecture, and Iguana version

    • What they were doing when the crash happened, and how many users were using Iguana at that time?

    • Were there any recent changes to the Iguana environment?

    • Is there any backup or antivirus software on their server?

    • Is there any scheduled server maintenance, and if so, does this involve a server restart?

    • Is this a production instance?

  • If the instance is HA

    • Search the company in Google Drive and understand their HA architecture diagram

    • Did WK1 or WK2 go down?

    • Did the failover execute successfully?

Common crashes

...

Adapted from Paul Le’s article in Basecamp.