Troubleshooting

The chapter describes the steps you should take to troubleshoot problems that might arise during TA operations.

When issues arise during TA operations, the operator must gather as much information as possible to troubleshoot the problem. Each release of TA undergoes rigorous testing before it becomes available to customers. Problems that are discovered during in-house testing can be resolved but the large variety of system configurations that exist outside our Quality Assurance labs mean that unknown issues inevitably arise as TA enters the field.

Some difficulties commonly reported by our customers are noted later in this troubleshooting section but most of the issues that users encounter are unknown until they are discovered in a customer’s individual system environment.

The Tidal Support Center (TSC) team works with our developers to diagnose and fix issues as they are reported. A vital part of this process is collecting diagnostic information on the processes occurring in TA at the time of the problem. While any information that the operator can recall during the time is useful, the best method is to turn on diagnostic logging and record in detail information on system processes when the problem occurs.

If a problem occurs during operation of TA, Support will ask you to enable the diagnostic logging for the system component that seems most likely as the source of the problem. To be proactive and to reduce our customers downtime as much as possible, we recommend that you follow the procedures provided below for turning on diagnostic logging. Try to reproduce the problem so the state of the system can be recorded when the problem occurs.

Collecting diagnostic information before you contact the Tidal Support Center provides a head start to resolving the problem. When you are experiencing problems with TA as indicated by error messages, turning on diagnostic logging for that system component collects information that can be used to pinpoint the problem.

If an anti-virus program will be scanning folders where TA components reside, configure the program to avoid scanning the log and diagnostic files of the Master and client components. The constant updating that these files undergo will consume a large amount of processing resources.