We are happy to help!
If you suspect that the server is down and no longer processing, we recommend you first check if the swDBServer is still alive, i.e., is the memory usage still moving. See Investigating Reports of Slow Performance.
If the memory usage is not still moving, and you suspect the server is down, we are happy to assist with troubleshooting.
- First, check the RAM and CPU usage on the server machine and make notations of this and preferably take screenshots.
- Next, we recommend that you stop the server as you normally would.
- Confirm that the server is stopped by looking for the server application executables, i.e., swDBServer, Systemite.SystemWeaver.TcpSubServer.exe in the Task Manager>Details to see that they are no longer running.
- Navigate to where the server log files are generated.
- Move the log files to a backup directory or (new directory with today's date). Note that new files will generate in their place upon server restart.
- Restart the server.
- Next, in order for us to assist, we will need copies of the following log files to start investigating:
- swServer.log
- TcpSubServer.log
- Zip these two log files and contact support@systemweaver.com. Please provide as much information as possible:
- When did it occur? Providing a timestamp helps us more quickly navigate log files.
- Were there any known network connection issues at the time?
- Are users running any heavy-load triggering operations?
- How does/did RAM and CPU usage look on the server machine at the time of the reported outage?
- Were users who were already logged in affected by the suspected outage?
- Were users able to log in during the suspected outage?
- Did users receive any error message, and if so, what?