You can reach Delft-FEWS Support via: fews.support@deltares.nl (only for clients with a Support & Maintenance contract in place). 

What to share when reporting issues to Delft-FEWS support

Shareables

When to share

Remarks

Delft-FEWS release version

Always

Just share the full log file (see section below 'How to help us to support you'), and check the build number is included.

Add this to the Affects Version/s and Backport Version/s fields in Jira

(for backporting guidelines see Backporting - DELFT-FEWS Documentation - Deltares Public Wiki)

Name of customer (company)

Always

Add this to the customer name field in JIRA

Problem descriptionAlwaysClear steps and enough information how to reproduce the issue (problem description information)
Additional contextAlwayse.g. related FEWS Jira number if available (additional context)
Delft-FEWS configurationAlways

F12->export->default config as zip file

For Deltares employees, put the system here: p:\delft-fews\Test FEWS Releases\FEWS-applications\

PriorityAlways

Blocker --> addressed immediately

Critical --> addressed within a week

Major --> addressed within three weeks

Minor --> addressed in next sprint

Trivial --> picked up when time

ComponentAlwaysPick a Delft-FEWS component from the list in JIRA
LoggingWhen there is a stacktrace or relevant logging in the log file.See also Howto activate debug mode
ScreenshotsWhen required or helpful for reproducing the issueALT-PrtScr

Local DataStore

When data is required for reproducing the issue

The stand alone application and the synchronizing LDS Operator Client has a local datastore in the Region Home folder.
Collected Log filesAlways when there is an issue in the live system that needs analysisSee also Collect System Log Files
ReplicaWhen required or helpful for reproducing the issueF12->database->replicate database
Thread dumpWhen there is a deadlockHow to create a Thread dump
Heap dumpWhen there is an OutOfMemoryErrorHow to automatically create a JVM heap dump when experiencing OutOfMemoryError
MovieWhen required or helpful for reproducing the issueF12->screen recording->start/resume recording

Screenshot of

Admin Interface Database trends

When there are database performance issuesSee Database trends

You can reach Delft-FEWS Support via: fews.support@deltares.nl (only for clients with a Support & Maintenance contract in place). 

Provide clear problem descriptions 

  1. A detailed description of what the problem is.
  2. What the expected behavior is.
  3. Describe in numbered steps how to reproduce the issue.
  4. If there are multiple problems, number them, e.g. Issue 1, Issue 2, etc. so that they be more easily registered under separate issues in the issue tracker.
  5. If there is a GUI component involved
    1. specify in ordered steps what component to activate, where to click.
    2. share a screenshot of the problem,
    3. or share a movie using the screen recording functionality.

Provide additional context 

  1. Is it a new problem? If there is a known JIRA issue number please include it in the communication.

  2. What has changed? Has there been a recent configuration change?

  3. Which workflows are involved.
  4. If the workflow has other, irrelevant modules (like other imports) please indicate that, or even better, comment them out.
  5. What T0 (system time) is used for a failing forecast run.
  6. If an adapter is run with an older JRE version, this is useful to mention.
  7. What menu item will bring up the component of interest.

Share the config, local datastore

It depends on the issue / bug whether the configuration or other things are needed. 

  1. If an import fails, share an example import file.
  2. Config and local datastore are not strictly necessary for all bugfixes, but including them will speed up support.
  3. Depending on the bug, sharing modules, models, import/export folders might also be needed.

How to help us to support you

(Especially when you have no idea what is wrong and where to look)

Providing Delft-FEWS support with relevant log files, screenshots or even a copy of a config / local datastore may help us solving the issue more efficiently. Do not assume we know every detail of your system, so please give a detailed description where you encounter a problem.

Below you will find some useful tips to analyse your system and provide useful information to the fews support helpdesk.

In general:

  • Check the System Monitor Display in your Operator Client and Analyse the ERROR messages (what kind of errors do you see), export (copy) them and send them to fews support
  • Make screenshots of the problem that you encounter (graphs / spatial display / admin interface / etc)
  • Check the Troubleshooting section or the section about Log files and the System Checks (depends on age of document) section in the System Administrations Guide provided for your FEWS system

If it is a connection problem (with the Master Controller):

  • Check the status of the system through Admin Interface system status page, is everything green?
  • Check the View logs page in the Admin Interface for ERRORs
  • Log files in the Master-controller / Forecasting Shells will by default only remain the last ten days / for a certain disk limit.
  • Use Collect System log files from the Admin Interface to collect the log files from all FEWS backend components and send them to fews support

If it is a problem with (failing) workflows on the Forecasting Shells

  • Check the log.txt in the root of your Forecasting Shell or out.txt or out.txt.old in the MCProxy folder (check your system admin guide for the location)
  • Check the View logs page in the Admin Interface for ERRORs
  • Use Collect System log files from the Admin Interface to collect the log files from all FEWS backend components and send them to fews support

If it is a problem in your Operator Client:

  • Check the log.txt file from your Operator Client to find out whether it contains the Text ERROR. This file is located at the same level where the localDatastore folder is created. Please send this log.txt to fews support
  • If you send us a snippet of the log.txt, please remember to include always the build number section.
  • If it is an issue with your operator client please copy the localDatastore folder (and store it somewhere else) for hand over to fews support if needed

Note Delft-FEWS will run through a VPN or via Remote Desktop Protocol, so having those connections available to us will improve the efficiency of our support. The ability to diagnose issues will depend upon the bandwidth for the connection.

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