Troubleshooting

Important

• As a first troubleshooting step, please review and double-check the LFMT Checklist section.

LFMT Collector will not Start - always reverts back to Stopped

Answer(s):

• Please check if the LFMT Collector application(s) has a connection to a DAP that connects to the LFMT Database

LFMT Indexer will not Start - always reverts back to Stopped

Answer(s):

• Please check if the LFMT Indexer application(s) has a connection to a DAP that connects to the LFMT Database

LFMT configuration is blank and/or LFMT shows "Failed to retrieve applications list" error

Answer(s):

• Please double-check:
  • There's an assigned Tenant on the Server Info on all the LFMT Application objects (i.e. LFMT Collector, LFMT Indexer, the LFMT GAX instance).
  • LFMT Collector has ftmessaging and sftmessaging listening Ports configured and these ports are free/open
  • The DAP LFMT application object - Database Name, Database Username, Database Password is correct
  • The DAP LFMT application object - if/when using Oracle Database and if/when using Service Name and not SID - add the [lfmt].use_oracle_service = true option/setting - detailed here https://docs.genesys.com/Documentation/ST/latest/DeploymentGuide/DAPOptions
  • The GAX application(s) has a connection to a DAP that connects to the LFMT Database
  • Ensure GAX has been restarted post LFMT Connection, Port, Option changes

"Index" dropdown is blank/empty (i.e. CallUUID/ConnID/SessionID) within the "Log File Packaging" page

Answer(s):

• Please double-check if the respective GAX application(s) has a connection to a DAP that connects to the LFMT Database

LFMT newly added Index not working

Answer(s):

• Please double-check:
  • The CME Application for which the Index is to apply has been checked/selected in the Indexing and Scrubbing section
    • i.e. if you wish to filter the chicago_URS_a application based on ConnID - the chicago_URS_a application has been checked for the respective ConnID Index
  • The respective LFMT Indexer application(s) has been restarted
  • The Regex has been reviewed and tested independently of LFMT on the respective log file text and the desired output is presented

Log files are not being collected

Answer(s):

• Please double-check:
  • Ensure a Workbench Agent 8.5 application has been installed on the respective Host(s) from which log files will be collected from (i.e. sip, urs, stat etc)
  • Double-check the Workbench Agent 8.5 (if using 8.5.102 or below) Application object Template is named CC_Agent
    • if not LFMT Collector will not identify/connect to the Workbench Agent 8.5 application(s) and therefore log files will not be collected
    • an indication of the Workbench Agent 8.5 Template being incorrect is the entry Remote agents available [null] being written to the respective Workbench Agent 8.5 log file(s)
  • If using TLS ensure Certs have not expired

Unable to create LFMT Packages

Answer(s):

• Please double-check:
  • "Error in creating package details file" is present in Collector log
    • Check LFMT Collector option "[app_config]package_location = <packages location or path>" is valid and/or write permissions to the path are sufficient

Unable to download LFMT Package - Failed Forbidden error

Answer(s):

• Please double-check:
  • If/when using LFMT 8.5.104 thru LFMT Client 8.5.105.03 and GAX 9.0.103.08+
    • Ensure the respective GAX Application with LFMT Client Plug-in object, has the [lfmt]/use_lfm_extension option set to true
    • So that .lfm files and not .zip (default as of 8.5.104) LFMT Package files are created and therefore downloadable via GAX
    • As per GAX RN's GAX-11260 the GAX application now filters unnecessary .gz, .jar, .zip, and .rar API requests.