Troubleshooting guide for RPA Follow
System wide issues (RPA Fails for all invocations)
Check ServiceManager (SM) health
- Login to SM. If fails, try to restart ServiceManager
- Click on Services section and RPA section, and verify that all services/RPAs are there. If not, restore from last backup.
- Go to SM Admin section, License Properties - check License Expiration, and Licensed Server.
- Go to SM Admin section, click on Server Information (at the bottom):
1. Check "Used/Total Memory". If it's too high, restart ServiceManager.
2. Check "Used/Total Disk Space". If it's too low, allocate disk space on this machine
- If your environment is configured with Load Balancer, check all SM instances and verify your Load Balancer it working as expected.
- Try to invoke one of the RPAs in attended mode (or from the visual editor)
Check Forms/EBS system health and connectivity
- Go to SM environment variables and get the EBS URL
- Open a browser, login to your Forms/EBS system and perform a basic flow.
if fails, contact your system admin.
- Enter the ServiceManager machine (RDP or SSH), and perform 'GET' to the Forms/EBS system from the SM machine (to verify connectivity) - either by browser or by wget/curl
If fails, contact your system admin.
- Login to ServiceManager from your browser, Run one of the basic services (for example, login service)
If fails, check the SM logs
If fails, check SM logs
Application Support (RPA Fails for specific invocation)
Verify the flow on the underlaying system (Form/EBS)
Open your Forms/EBS application and do the exact flow, using the same credentials and the same inputs. Verify that it works as expected (no error messages and no changes from the original flow).
If the flow or the inputs are complicated or not clear, you can do the following:
- Open RPA Statistics and view RPA inputs on specific invocation
- Open SM log and see for each service what input values were sent for that service.
- If you are not sure regarding the flow that a service is playing in the Forms/EBS system, open the SM Services section. Find the service and look at the service “Scenario View” section.
If the flow on EBS also has an issue, contact your system administrator.
Investigate the RPA
- Run the RPA in the RPA visual editor and go over the steps in the execution pane (verify inputs/response, etc.)
- Go to RPA statistics, find the failed RPA/Service and investigate the inputs/response and errors
- Check the SM log. If possible clean the log and re-run the RPA for easy reading of the log
- If the log can not be reset you can use the statistics pane to get the relevant portion of the log from the service/RPA invocation.
Timeout means that an operation didn't finish within a reasonable time period. Timeouts may be acceptable when happening occasionally due to occasional slowdown of the system but can also suggest on a real problem when happening too often.
In SM RPA you may encounter 2 different types of timeouts:
Connection timeout will occur when the ServiceManager fails to establish connection to the EBS/Forms system, getting timeout error. When this happens the RPA log will show an error of "Connection wait time exceeded".
When this happens it means there are issues with SM connectivity to the EBS/Forms system. Please refer to the first section for checking environment general health.
Service timeout may occur when a service that interacts with the EBS/Forms system does not get a response after more than the timeouts defined as the system defaults. To see your system defaults for timeouts goto Admin -> System Properties. In the properties section search for "Timeouts" section. If these timeouts are too short for you EBS/Form response times you may change it.
When service get a timeout error, the RPA will usually fail on timeout error. When this happens you might try the followng options:
- Increase default timeouts on the SM (if makes sense)
- increase the timeout of that specific service
- Check the EBS/Forms system to figure out why the response is that slow
- Re-design the service to use a faster flow
*Note: timeout error may also occur when a service flow fails for some reason (e.g. a field has changed, data caused unexpected change in the flow, etc). In this case the issue must be investigated on R&D level and may cause code changes.
If you want to get a general view over time of your system usage, errors and performance, you may use the Service Manager RPA Statistics page. To see Service Manager statistics go to Automation (RPA) -> Statistics tab
If you notice an abnormal behavior of some services (e.g. too slow, too many failures), you may drill to this specific service and get on the bottom pane a detailed graph view of this service behavior over time.
You also have the option to press the "Execution log" button and download a detailed reports of all service executions in the selected time range to get better understanding on the problematic services.