Basic Troubleshooting
How to Identify and Solve Common Problems
The following topics help you resolve common problems that you may encounter using AuditMaster.
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General Tips
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Troubleshooting Strategies
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Restarting the Status Log
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Handling Errors Relating to Paths
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No Records Returned by Query Despite Changes to Application Data
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Network Communications
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Database Engine
General Tips
This section lists general tips for using AuditMaster.
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When configuring your application data for monitoring, be sure that the files you select reside on the same server as the AuditMaster server.
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Be sure that the PSQL settings are optimized. Common settings are communication protocols, files, and file handles. Check PSQL documentation for information on configuration and optimization.
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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.
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Does the AuditMaster status log contain errors? See Reviewing System Activity in the Status Log.
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Does the network function correctly? See Network Communications.
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Is the database engine running? See Database Engine.
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.
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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.
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AuditMaster status logging is now active again.
Handling Errors Relating to Paths
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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.
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In order for AuditMaster Viewer clients from remote systems to access the configuration, UNC paths must be specified. The default subdirectories are as follows:
Table 4
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:
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Server is the computer name where the AuditMaster event handler is installed.
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Amdir is the path name that represents the directory where AuditMaster was installed.
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Config Path, Log Path, and View Path should all be set to \\server\amdir\data\.
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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
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Be sure the AuditMaster event handler is enabled.
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The event handler can be enabled from the viewer by right-clicking the monitor name under the Active Monitors node in the data tree.
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The PSQL database engine must be running in order for a monitor to be enabled or disabled.
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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 PSQL licenses for activation or expiration.
Network Communications
PSQL System Analyzer (PSA) is a diagnostic utility included with the 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 PSQL database engines. The additional functions in PSA (such as archiving) do not apply to AuditMaster.
How to Start PSA
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To start PSA
Do one of the following:
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Access PSQL System Analyzer from the Windows Start menu or Apps screen.
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In PSQL Control select Tools > System Analyzer Center.
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 PSQL User's Guide. Please see that guide for complete information regarding PSA.
Database Engine
The PSQL database engine must be running for AuditMaster to function.
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To verify that PSQL Server engine is running
Do one of the following:
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In PSQL Control Center, expand the Services node to verify and right-click that node to select Start All Services.
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Or in Windows, use the following steps:
1
Open the Services management console from the Control Panel.
2
Look for the following services:
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Actian PSQL Relational Engine
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Actian PSQL Transactional Engine
Both of these services must be started for the 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, right-click it and select Start.