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
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
Adapted from Paul Le’s article in Basecamp.