Troubleshooting

Question 1

What is the first step when a web ping fail occurs?

Answer 1

Confirm the issue by trying to access the website

Question 2

What if there’s a web ping fail and the site is down?

Answer 2

Try restarting the web services

Question 3

What if there’s an issue with exporting to Excel?

Answer 3

There’s an issue with the Tomcat service

Question 4

What if the site is down but restarting the services didn’t work?

Answer 4

Check Event Logs on the server for any obvious issues, then restart the server

Question 5

What is the first step when a database ping fail occurs?

Answer 5

Login to the site and confirm the error

Question 6

What if there’s a database ping fail and you can’t log into the site?

Answer 6

Log into the Prod server and check the status of the database connection via CLI; if not connected, try to connect

Question 7

What does the Check Out link status mean?

Answer 7

Checking “out” the queue for messages to send

Question 8

What does the Enabled link status mean?

Answer 8

Link is running, no messages have been sent

Question 9

What does the Idle link status mean?

Answer 9

No messages are waiting to be sent

Question 10

What does the Inactive link status mean?

Answer 10

Link has delivered messages, no waiting to be sent, background job is “sleeping” until needed again

Question 11

What does the Reading link status mean?

Answer 11

Link is reading a message

Question 12

What does the Retention link status mean?

Answer 12

Link has delivered message, none waiting to be sent, background job is waiting for retention time to expire or for new messages

Question 13

What does the Send link status mean?

Answer 13

Link is sending a message

Question 14

What does the Error link status mean?

Answer 14

Link encountered an error

Question 15

What does the Halting link status mean?

Answer 15

Link has been asked to shut down

Question 16

What does the Open link status mean?

Answer 16

Link is attempting to open a connection

Question 17

What does the Open/Fail link status mean?

Answer 17

Link could not open a connection with TheraDoc

Question 18

What does the Shutdown link status mean?

Answer 18

Link has been shut down

Question 19

What if there’s an issue with Page Manager?

Answer 19

There’s an issue with the Tomcat service

Question 20

What if reports aren’t displaying?

Answer 20

There are issues with the Jasper report services

Question 21

What if there’s an interface fail and the Interface status is current?

Answer 21

That means it’s a false alert

Question 22

What if there’s an interface fail and the interface status is not current?

Answer 22

Check if the KNET services are running

Question 23

What if there’s an interface fail and the KNET service is running?

Answer 23

Check the Engine Monitor for paused queues, if there are any check with Premier before resuming

Question 24

What if there’s an interface fail, the KNET service is running, and there are no paused queues?

Answer 24

Check for Exceptions, if there are any escalate the issue to Premier

Question 25

What if there’s an inteface fail the KNET service is running, there are no paused queues, and no exceptions?

Answer 25

Check the VistA link for a bad status, restart if there is