C. Support andTroubleshooting

C. Support andTroubleshooting
Customer Support Notes
To assist in a speedy resolution of problems with AccuRev usage or performance, AccuRev Customer Support personnel may ask you to provide data that you may not be accustomed to gathering on a day-to-day basis.  The most frequently requested items are listed below, with instructions on how to gather the data. In your initial email communication with Customer Support, please include the data item(s) that you know (or suspect) are related to your specific issue.
Metadata collection
UNIX or Linux
1.
Run the accurev backup command. This command will back up your metadata into the AccuRev  site_slice/backup directory.
2.
Use accurev show slices to find the location of the relevant depot directory (slice).
3.
4.
tar your site_slice directory (including the backed-up metadata from step 1). Example:
cd /opt/accurev/storage/site_slice
tar -cvf ~/site_slice.tar .

Remember to include the dot '.' at the end of the tar command.
5.
tar the relevant depot directory (slice), but exclude the data subtree. (The data subtree contains the content of the files you have placed into AccuRev source control;  please do not send it to us!) Example:
cd /opt/accurev/storage/depots/ACME
tar -cvf ~/ACME.tar --exclude data .
6.
Compress the  .tar files using gzip. Example:
gzip ~/site_slice.tar ~/ACME.tar
7.
8.
Send the gzipped files (.tar.gz suffix) to Customer Support. We recommend using FTP rather than email, since the files may be too large for your outgoing email server. Please contact support@accurev.com to obtain a username and password for our FTP server.
Windows
1.
Run the accurev backup command. This command will back up your metadata into the AccuRev site_slice/backup directory.
2.
Use accurev show slices to find the location of the relevant depot directory (slice).
3.
4.
Create a ZIP archive of the entire site_slice directory (including the backed-up metadata from step 1). Typically, it is C:\Program Files\AccuRev\storage\site_slice.
5.
Create a ZIP archive of the relevant depot directory (slice). Typically, it's a subdirectory of C:\Program Files\AccuRev\storage\depots. Remove the data subtree from the ZIP archive. (The data subtree contains the content of the files you have placed into AccuRev source control;  please do not send it to us!)
6.
7.
Send the ZIP files to Customer Support. We recommend using FTP rather than email, since the files may be too large for your outgoing email server. Please contact support@accurev.com to obtain a username and password for our FTP server.
Database inconsistencies
Gather the following information to begin troubleshooting the issue:
1.
2.
3.
4.
Get output of accurev info on the AccuRev Server machine.
5.
Copy (ZIP or tar file) all AccuRev Server logs, located in subdirectory .../storage/site_slice/logs. Search for any messages that might be the cause of your issue: disk failure, power outage, etc.
6.
7.
8.
Get output of maintain dbcheck.
9.
10.
Running the AccuRev GUI in debug mode
If you experience your problem while running the AccuRev GUI, then running the GUI in Java debug mode can help diagnose and further troubleshoot your problem. Running in debug mode is also useful for monitoring the commands that the GUI sends to the AccuRev Server. This can help with scripting efforts, for example:
# Windows example - run the following commands in a Command Prompt window
cd C:\Program Files\AccuRev\bin
java -Daccurev.debug.acapi -cp "oro.jar;xercesImpl.jar;xml-apis.jar;fw.jar" fw.MainApp
 
# UNIX/Linux example - save and run the following shell script
#!/bin/sh
acbin=/opt/accurev/bin
acjre=/opt/accurev/jre/bin/java
cd $acbin
$acjre -Daccurev.debug.acapi -Daccurev.debug.env -classpath "oro.jar:xercesImpl.jar:xml-apis.jar:fw.jar" fw.MainApp
Note that if you are running AccuRev 3.7 or earlier, the class path specified in the command should be "oro.jar, xerces.jar, fw.jar". If AccuRev is not installed in the standard location, you will also need to specify the correct path in your commands.
User authentication problems
You can diagnose authentication problems with the accurev secinfo command:
accurev secinfo
The output is one of three keywords: anyuser, authuser, or notauth.
anyuser
The user is allowed to perform operations on streams except where permissions require an authenticated user.
authuser
The user is considered authenticated.
notauth
The user is not authenticated.
For more information on the accurev secinfo command, see the AccuRev CLI User's Guide.
Getting AccuRev Server and client version information
How can you get the version information about the AccuRev Server without having to log into the server machine? You can perform either of the following operations on any AccuRev client machine:
> accurev info -v
...
client_ver:    58
...
server_ver:    58
 ...
1.
Create a file (say, ver.xml), containing this very short XML document:
<serverInfo/>
2.
accurev xml -l ver.xml
The command output in this format:
<serverInfo>
  <serverVersion
    major="4"
    minor="7"
    patch="2"/>
  <handleCount>10</handleCount>
</serverInfo>
This example indicates that the AccuRev Server is Version 4.7.2.
Integration issues
If you are reporting a problem with an AccuRev integration with a third-party IDE, send to Customer Support:
1.
2.
The steps required to reproduce the problem. Be sure to include the type of project you're working with in the IDE and the location of the AccuRev workspace you're accessing through the IDE.
3.
4.
AccuRev license issues
Send to Customer Support copies of:
The acserver.log file (in .../storage/site_slice/logs).
The keys.txt file (in .../storage/site_slice). [NOTE: keys.txt licensing is no longer supported as of AccuRev 5.4.]
Output from accurev info, executed on the AccuRev Server machine.
Output from accurev show users.
Potential AccuRev defects
Send to Customer Support:
accurev
accurev info -v
accurev show wspaces
accurev show streams
accurev show slices
accurev show depots
accurev diag
Replication problems
Send to Customer Support:
A copy of the acserver.cnf file from both the master server and  the replica server.
A copy of the acserver.log file from both the master server and  the replica server.
accurev diag
Performance problems
Send to Customer Support the answers to this questionnaire:
1.
2.
What exactly was the user trying to do? Does the performance problem occur with other users, on different client machines?  Or is it a common issue on the same machine?
3.
4.
5.
6.
7.
Send to Customer Support:
Complete AccuRev server logs (in .../storage/site_slice/logs)
Two samples of output from accurev diag, run on the AccuRev Server machine in the depot storage directory.
Two samples of output from accurev diag, run on the client machine in the user's workspace directory.
Output from accurev show triggers.
server_admin_trig
server_preop_trig
The filenames might include a suffix, such as .bat on Windows.
Server task list
How do you create a listing of the AccuRev Servers currently active tasks (execution threads)?
1.
Create a file (say, tasks.xml), containing this very short XML document:
<tasklist/>
2.
accurev xml -l tasks.xml > tasklist.out
The contents of tasklist.out will resemble this example:
<tasklist>
  <task>
    <task_id>1299</task_id>
    <task_name>promote</task_name>
    <user>john</user>
    <host>192.168.89.222</host>
    <status>1</status>
    <starttime>2006/07/25 14:42:49</starttime>
    <seconds_on_server>2</seconds_on_server>
    <depot_write_lock>true</depot_write_lock>
    <progress_counter
      counter="0"
      count="6"
      max_count="11"/>
    <progress_counter
      counter="1"
      count="200"
      max_count="900"/>
  </task>
  <task>
    <task_id>1300</task_id>
    <task_name>xml</task_name>
    <user>john</user>
    <host>192.168.89.222</host>
    <status>1</status>
    <starttime>2006/07/25 14:42:51</starttime>
    <seconds_on_server>0</seconds_on_server>
  </task>
</tasklist>
If you are not seeing an element...
If you cannot see an element that you believe that exists, there is a good chance that your AccuRev administrator has set element-level security using the eacl command, and you are being denied access to the element (or its container directory). For more information about EACLs and their behavior, see Element ACLs (EACLs) on page 252.
If you perform an Update, and the version displayed in the File Browser is correct but the content of the file does not appear to have been updated, this is typically due to a timestamp problem. It usually occurs when a file is changed outside of the workspace and then copied back in. The timestamp of the file that was dropped back into the workspace has a date and time stamp older than the date and time stamp of the file in the workspace. To update the file, temporarily uncheck Timestamp Optimization and perform the Update again. For more information, see “Validity of Traditional Timestamp Optimization” in the AccuRev Administrator’s Guide for more information.

AccuRev, Inc.
Phone: 781-861-8700
Fax: 781-861-8704
support@accurev.com