Posts in Category "Install"

Generating Server-side Logs to Troubleshoot On-premise Connect Deployments

In order to diagnose unexpected behavior within Adobe Connect, it may be necessary for the Adobe Connect Support team to examine server-side logs from an on-premise Connect deployment. The logs directory is located in the Connect (or Breeze – it is not uncommon for Connect upgrades to reside in legacy Breeze directories) directory:

logsdir.fw

Within the logs directory there are sub-directories containing various logs:

logsdir1.fw

The most commonly requested log by the support team, is the debug.log. It can be found in the logs>support directory. With the services running, the current debug log will appear without a date at the top of the debug.log file list. The default rollover is 12 hours generating AM and PM logs each day:

logsdir2.fw

In order to make the debug.log file more useful for purposes of diagnosis, you can enable verbose logging by adding entries to the custom.ini file located in the Connect or Breeze version sub-directory. Here you see it located in a 9.3.1 directory under the Breeze root installation/upgrade directory:

logscustomini3.fw

Before editing the custom.ini file, be sure to create a backup copy of it. Add the following lines in order to enable verbose logging:

HTTP_TRACE=true
DB_LOG_ALL_QUERIES=true

Note that for versions of Connect 9.2 and prior, use yes instead of true:

HTTP_TRACE=yes
DB_LOG_ALL_QUERIES=yes

Save the custom.ini file (be careful not to accidentally change the file type to .txt) and during a scheduled maintenance window, cycle the Connect and AMS/FMS services in order to load the changes and begin verbose logging (note this will bring Connect down while the services cycle):

logssvcs4.fw

There are occasions when it may be prudent to provide more than one log for a more complete diagnosis. To provide a full sample of the various Connect logs without sending a massive historical sample of log files, you may simply stop the Connect services (during scheduled downtime as this will bring down Connect) and rename the entire log directory to log.old. Then upon starting the services back up, recreate the issue being diagnosed and then stop the services.

This activity will generate a new small log directory isolating the issue under scrutiny that you just reproduced in Connect: Zip/compress this new abbreviated log directory with all its fresh abbreviated sub-directories and provide it to the the Adobe Connect Support team to help expedite more exhaustive server-side log analysis. This option is particularly helpful when examining a cluster as each server will have a set of logs. When providing cluster logs, always label each compressed log folder to easily identify the server from which it came.

Note that often when diagnosing unexpected behavior in Adobe Connect Meetings, it may also be prudent to enable client-side Connect addin verbose logging as well.  The relevant client-side logging tech-notes are here:

Enable logging | Meeting Add-in

Troubleshooting Verbose Meeting Addin Logging

SQL Update Warning Message in 9.5.2 Patch can be Safely Ignored

While applying the SQL update in the 9.5.2 patch,  you might encounter a warning message as depicted below:

sql3

This is a general message and can be safely ignored while applying the patch. It is not expected to cause any unexpected inconsistencies in the environment later although full function testing is always prudent after and updates.

Here is the SQL update file that is used in the 9.5.2 patch for your reference :

sql2

Environment :  Adobe Connect Licensed Upgrade

 

Troubleshooting the Flash-less Connect Addin Launch Feature

In order for the Flash-less Connect Meeting Addin to work, you must install the latest Connect Addin as an executable. The reason behind this requirement is that the Addin executable setup inserts needed registry keys within the Windows platform that are necessary to launch the Meeting Addin without Flash. The default, Lightning Addin download by design does not have admin access and cannot configure the Windows client for Flash-less Meetings.

With reference to Macintosh clients, the same rule applies as well. The complete installer needs to be run locally on each client to enable launching the Connect Meeting Addin without Flash.

flashlesssnapshot

If the Flash-less launch continues to be problematic, check for older version of the Addin and uninstall them:

flashlessunsint.fw

If the problem still persists, check also in the registry as there may be residual “connectpro” entries there under HKEY_CLASSES_ROOT:

forceaddin-reg.fw

Manually delete these entries carefully.

New Adobe Connect Support Blog Subscription Option

Now you can stay on top of the new articles and posts by subscribing to the Adobe Connect Support Blog. Simply go to the Adobe Connect Support Blog home page and enter your email address and check off the categories about which you would like to be notified. Click “Subscribe me” and you will begin receiving  regular updates:

subscribe.fw

 

 

AEM/CQ JRE upgrade might not work if the correct default AEM/CQ folder is not selected while deploying 9.5.2

If you’re upgrading from 9.5 to 9.5.2 patch on Adobe Connect servers, please ensure the correct AEM/CQ installation folder is chosen while upgrading the JRE version for AEM/CQ servers else CQ jre might not correctly get upgraded.

Step 4 in the 9.5.2 Readme file for deployment instructions, mentions steps about upgrading JRE for your AEM/CQ servers.  On Step 4e, when you are required to choose the location parent directory of AEM/CQ, make sure to select the correct location where AEM/CQ folder is kept.

By default, it points to the 9.5 default installation directory(\Connect\9.5.0\ )for the install, but we need to make sure it points to root \Connect\ folder inside which AEM/CQ folder is kept and not the 9.5.0 folder.

This would ensure the AEM/CQ and Connect JREs have correctly upgraded and you should see the updated file and folder structure as mentioned in Step 4f  in the Verify Patch deployment instructions.

Affected Environment :   Licensed server 9.5.2 upgrade

If you’ve already applied the patch and suspect running into this problem :

To identify you are running into the same problem as described here, below is how the Connect installed folder structure would look like if somehow the incorrect AEM/CQ location folder is chosen while upgrading AEM/CQ  jre.

** This problem might get caused by the update_cq_jre.exe if not run via following the steps mentioned further below on this article. **

952-6

 

To rectify this problem, follow the below steps : 

Tomcat JRE Update

  • Please remove the current duplicate 9.5.0 folder completely created after running the patch which contains new jre7 folder.

 

  • Now run update_jre_tomcat.exe as an Administrator and on the prompt select the \Connect\9.5.0\  folder for the installation

952-2       952-3

 

AEM/CQ JRE Update

  • Now run update_cq_jre.exe as an Administrator and on the prompt select the root \Connect\ folder for the installation and NOT the 9.5.0 folder.

952-4

  • Finish the install and then it should show the correct jre7 folder created correctly under original 9.5.0 folder like below :

952-5

 

Identifying the right Visual C++ libraries for Connect 9.x releases

Environment :

Adobe Connect Licensed 9.x

If you’re planning to deploy a 9.x Patch/Full release in your Adobe Connect environment, make sure you have the following Visual C++ libraries installed on the Adobe Connect server :

Additionally, if you are installing 9.4.2f patch, the below additional runtime might be needed as well on the server to avoid any missing DLLs :

Important Information :

Above Visual C++ Runtimes are required for facilitating uploading of documents in Adobe Connect content library or sharing them in meeting rooms.

If you are experiencing any issues uploading any contents on the account or meeting room like ppt,pdf format etc, make sure to verify the above libraries should be installed on all the Adobe Connect servers.

Contact Support for any further information or queries.

 

Changing the License Serial Key in Connect

This article applies to on-premise and managed ISP Connect users. It does not apply to multi-tenancy hosted or ACMS.

On rare occasions it may be necessary to change the serial key in Adobe Connect. Here are the steps:

  1. Navigate to: \Connect_installation_directory\appserv\conf\config.ini and change the value of  SERIAL_KEY=  to reflect the new serial number
  2. In \Connect_installation_directory\custom.ini,  if there’s a serial key value listed (SERIAL_KEY=), replace it there as well.
  3. Using MSSQL Studio Express (or your choice of SQL editing options), view the serial key currently being used by Connect by running this command: SELECT * from pps_accounts WHERE name=’Enterprise Account’
  4. To get Connect to accept the new license you must change the serial key that is currently in the database by running this SQL command: UPDATE pps_accounts SET serial_key = ‘NEW_SERIAL_NUMBER’ WHERE serial_key = ‘OLD_SERIAL_NUMBER’
  5. Restart the services: Application Server (Connect) and the Meeting Server (AMS or FMS depending on the version of Connect) services.fw
  6. Open the Administration Console (port 8510 locally on any Connect server)

connconfig.fw

7. Go to License Settings and upload the new license file.

connconfiglic.fw

8. Restart the AppServer (Connect) and the Meeting server (AMS or FMS depending on version) again and the  new license file will be applied

services.fw

Troubleshooting: If there are any problems, do the following to troubleshoot:

  • Shut down the Connect and AMS or FMS Services
  • Open and verify \Connect_installation_directory\appserv\conf\config.ini and update the entry for SERIAL_KEY
  • Open and verify  \Connect_installation_directory\custom.ini and update  the entry for SERIAL_KEY
  • Open SQL Server and choose the Connect database and run the following script (replacing the text as appropriate):

“Input New Serial Key Here” with the New Serial Key but leaving the quotes.
DECLARE @NEW_SERIAL VARCHAR(32)
SET @NEW_SERIAL=’Input New Serial Key Here’

UPDATE PPS_CONFIG
SET VALUE = @NEW_SERIAL
WHERE SECTION=’cps’ AND NAME=’serial_key’

UPDATE PPS_ACCOUNTS
SET SERIAL_KEY = @NEW_SERIAL
WHERE ACCOUNT_ID=7

UPDATE PPS_ENUM_DATA_HOSTS
SET LICENSE = @NEW_SERIAL
WHERE HOST_ID > 0

db.fw_

  • Start the Connect and FMS services

Problems will ensue when the license is reducing the allowed usage of Connect (if you are downsizing) and you leave an overage in place. For example, if you have 100 meeting hosts assigned, and you are changing to a license that only allows 50 named meeting hosts then when you  apply the license you will get an error unless you have reduced the number to accommodate the new licensed restriction.

On-premise Connect without Webinars Throws an Error when Moving Meetings

On-premise Connect customers running version 9.5 who do not have the Webinar option enabled will see an error when trying to move meetings via the GUI in Connect Central:

Webinar95Bugon-prem.fw

This will be fixed in an upcoming release and in the meantime we have two workaround options:

Troubleshooting On-premise Server Upgrade error: could not find public key

Upon upgrade, if you choose a new installation directory (such as changing a breeze directory to a connect directory) and then cannot start the Connect services, check the debug log for the following error message:

[07-28 09:19:39,957] cps-startup (ERROR) ConfigProperty.initPublicKey(), could not find publickey in C:\breeze\9.3.1\appserv\keys\

There is a database entry in the pps_config table that corresponds to the \appserv\keys\ directory. You may need to manually edit it:

select * from PPS_CONFIG where NAME = ‘config-keys-path’

upgrdkey.fw

upgrdkey1.fw

Find the actual location of the \appserv\keys\ directory and make sure the database points to it:

upgrdkey1a.fw

upgrdkey1b.fw

After updating pps_config, attempt to start the services and gain access to the console.

On-premise Connect Installation Hangs Connecting to the Database

Symptoms: Installing with clean images on servers, the Connect Installation with the appropriate local Administrator permissions seemed to be successful but upon clicking “Done” its hangs indefinitely. Restarting the services does not help and the Connect Configuration Console on the local Connect server will not come up. Rebooting the VM will not bring Connect up. In the error.log, it reads:

“Start up error: java.lang.Exception: invalid backup folder: \\connectsharedstorage\connect.” START_UP    START_UP_ERROR….

Note: replace connectsharedstorage\connect with your UNC path to shared storage.

Solution: This error indicates that shared storage is expected by the database but is not configured on the Connect server. This may inadvertently be overlooked during an upgrade instance when a new server (perhaps with a new OS) replaces an older server. The fresh Connect installation, upon pointing to an existing upgraded database that has possibly been updated by script or maybe by the older server image, is expecting shared storage to be in place, but it is not yet configured on the new Connect server. To get past this, edit the Shared Storage entry in the PPS_Config table of the Connect Database to “NULL” and restart the services.