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What is an Iguana Crash?
An unexpected and abrupt shutdown of the Iguana process or service.
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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
Iguana services are running but unable to process messages
Iguana can process messages but unable to access dashboard
Iguana services and dashboard are working but unable to commit changes
Iguana service repeatedly crashes when trying to start the service
Preliminary Investigation
To better understand and investigate Iguana crash, you can prepare the following steps prior reaching out to iNTERFACEWARE support:
Crash Dump: When Iguana unexpected shutdown, it will generate a crash report called crash dump. If this report successfully generated in your Iguana working directory, you will be asked to send these crash dump to an secure FTP server for iNTERFACEWARE development team to analysis: 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 theServiceErrorLog.txt: Upon Iguana failure, ServiceErrorLog will be created to document the common Iguana errors. You can review this file and explore the common Iguana errors (ex. 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
Ran out of memory
An old Iguana instance may still be running after an improper shutdown (potentially due to server maintenance), and can have a lock on the log files still
Preparation Questions: Here is the list of investigation questions that could help you either to find root cause or alternative solutions
Operating system and Iguana version: help to identify if crash related some OS or particular Iguana version
Last a few activities prior to the Crash: help to quick identify the possible crash root causes
Recent changes to the Iguana or environment: help to include/exclude external factors
Recent backup or antivirus software to the Iguana Server: common Iguana crash scenario
Recent server maintenance (ex. server restart): common Iguana crash scenario
Prior to Crash Memory and CPU Usage: common Iguana crash scenario
Iguana Types (ex. Production vs QA): for production Iguana Crash, bringing Iguana back online has higher priority than finding the root cause
(Enterprise Customer) Iguana High Availability: additional information that will help to determine if HA tools are causing the Iguana crash
Common crashes
If above preliminary investigation could not help you to resolve your Iguana crash, here are some common Crash Scenarios and Best Practices;
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Adapted from Paul Le’s article in Basecamp.