What is an Iguana Crash?

• An unexpected and abrupt shutdown of the Iguana process or service.

• 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

• ServiceErrorLog.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)

• 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;

Adapted from Paul Le’s article in Basecamp.