Basic Troubleshooting

How to Identify and Solve Common Problems

The topics in this chapter help you resolve common problems that you may encounter using AuditMaster.

n	General Tips

n	Troubleshooting Strategies

n	Restarting the Status Log

n	Handling Errors Relating to Paths

n	No Records Returned by Query Despite Changes to Application Data

n	Network Communications

n	Database Engine

n	How to Get Additional Help

 

General Tips

This section lists general tips for using AuditMaster.

n	When configuring your application data for monitoring, be sure that the files you select reside on the same server as the AuditMaster server.

n	Be sure that the Pervasive settings are optimized. Common settings are communication protocols, files, and file handles. Check Pervasive documentation for information on configuration and optimization.

n	AuditMaster numbers audit records automatically up to a 32-bit upper limit of 2,147,483,647. After that, numbering wraps and the next audit record starts again at 1. If you notice that the audit record number has suddenly dropped, check to see whether this has occurred.

Troubleshooting Strategies

You must first diagnose a problem before you can fix it. The following checklist contains items to help you diagnose problems with AuditMaster.

o	Does the AuditMaster status log contain errors? See Reviewing System Activity in the Status Log.

o	Does the network function correctly? See Network Communications.

o	Is the database engine running? See Database Engine.

o	Are other sources of help available? See How to Get Additional Help.

Restarting the Status Log

AuditMaster writes status records in the file amstatus.log, located in a default installation under C:\<installation directory>\Audit\Data. Under certain conditions, such as disk full, AuditMaster may be unable to continue adding status records into this file, even after the error condition is corrected. To restart the status log, you can export its contents and then delete the log. AuditMaster then starts a new log file automatically.

‰	To restart the status log

1	In the viewer window, select Admin  View Status Log to open AuditMaster Status Log Viewer.

2	Select File  Save As and give the status record text file a descriptive name.

The status records are exported to a file with the suffix .txt and can be opened by applications that read text.

3	Exit from AuditMaster.

4	Stop the event handler.

5	Delete the original amstatus.log file from the \Data folder in the AuditMaster installation directory.

6	Restart the event handler.

7	AuditMaster status logging is now active again.

Handling Errors Relating to Paths

‰	To verify correct path settings

1	Select Admin  Server Settings.

2	Select AMMON PATHS.

3	Ensure that path points to directory where AuditMaster was installed.

4	In order for AuditMaster Viewer clients from remote machines to access the configuration, UNC paths must be specified. The default subdirectories are as follows:

Table A-1

UNC Path Settings for Remote AuditMaster Viewer Clients

AMMON Path	UNC Path
Root	\\server\amdir\
Config	\\server\amdir\data\
Log	\\server\amdir\data\
View	\\server\amdir\data\
Archive	\\server\amdir\arch\
Compress	\\server\amdir\comp\
Empty	\\server\amdir\empty\

5	Verify the following information:

w	Server is the computer name where the AuditMaster event handler is installed.

w	Amdir is the path name that represents the directory where AuditMaster was installed.

w	Config Path, Log Path, and View Path should all be set to \\server\amdir\data\.

w	If the paths were not initialized properly during install, they should be set to \\server\amdir\...

No Records Returned by Query Despite Changes to Application Data

1	Be sure the AuditMaster event handler is enabled.

w	The event handler can be enabled from the viewer by right-clicking on the monitor name under the Active Monitors node in the data tree.

w	The Pervasive PSQL database engine must be running in order for a monitor to be enabled or disabled.

w	Once the event handler has been enabled, the database engine must be restarted for auditing to start.

2	Check that the application files have been set for monitoring in an audit configuration.

3	If the event handler is enabled and the files have been configured, be sure to update the view file before querying.

4	Review the query to check that it is not so narrow that the result is no record.

5	Check the audit filter to make sure the trusted list is not preventing audit records from being captured.

6	Check that archiving has not just occurred, meaning that records of interest are no longer in the empty log file.

7	Check both AuditMaster and Pervasive licenses for activation or expiration.

Network Communications

Pervasive System Analyzer (PSA) is a diagnostic utility included with the Pervasive PSQL database engines. PSA can be used as a stand-alone diagnostic tool to help you troubleshoot network problems.

Note For AuditMaster, use PSA only to troubleshoot network problems. PSA is capable of other functions pertaining only to the Pervasive PSQL database engines. The additional functions in PSA (such as archiving) do not apply to AuditMaster.

How to Start PSA

‰	To start PSA

1	Access Pervasive System Analyzer from the operating system Start menu or Apps screen.

Note To troubleshoot your network communications for AuditMaster, select Test Active Installation on the System Analyzer Options dialog in PSA.

Documentation for PSA

The use of PSA is detailed in the Pervasive PSQL User's Guide. Please see that guide for complete information regarding PSA.

Database Engine

The Pervasive PSQL database engine must be running to perform replication.

‰	To verify Pervasive PSQL Server engine is running

1	Open the Services management console at the operating system.

Refer to the operating system documentation for “services.”

2	Type ‘P’ or scroll the list of services until you reach the following services.

w	Pervasive.SQL (transactional)

w	Pervasive.SQL (relational)

Both of these services must be started for the Pervasive PSQL database engine to function correctly.

The Status column displays whether or not the service is currently running. The Startup column indicates whether the service is set to automatically start on system startup or start manually.

3	If a service is not started, select it in the list and click Start.

How to Get Additional Help

Pervasive Software strives to ensure that your product installation is easy and successful. If you encounter problems during or after the installation that are not covered in the user documentation, please contact Pervasive Software and we will address your problem promptly.

The following table lists a variety of resources to help you get answers to your questions, troubleshoot problems, and interact with the Pervasive team as well as with other customers.

Table A-2

Pervasive Software Resources

Resource	Description	Contact Information
Pervasive PSQL Web site	The site is a great source for everything Pervasive PSQL, such as the following: • Product downloads for Pervasive PSQL, Pervasive AuditMaster, Pervasive Backup Agent, and Pervasive DataExchange • Technical support and Knowledge Base • Discussion forums • Software development kit (SDK) downloads • Product documentation, white papers, and technical papers • Component downloads such as tools, solutions, and code samples • Company contacts, and more!	http://www.pervasivedb.com
Pervasive PSQL FTP Site	An FTP site is available to upload files that you want to provide Technical Support	ftp://ftpsupport.pervasive.com
Pervasive PSQL Newsgroup	The Pervasive PSQL newsgroup is managed by the end-user community, posting and answering questions as they wish. Note that the discussion forums on the Pervasive PSQL Web site have largely replaced activity on the newsgroup.	news://comp.databases.btrieve
Pervasive PSQL Printed Documentation	Printed versions of each manual are available for purchase separately, or you may purchase the entire documentation set.	E-mail database@pervasive.com or telephone 1 800 287 4383.

Technical Support

If you still have questions or problems relating to your Pervasive AuditMaster installation, you can obtain help from the Pervasive Software Customer Support department.