tBot troubleshoot guideline

tFLOW

tBot troubleshoot guideline

Base actions

  1. Check tBot version (it should be the last):
You can easily check new version by clicking “Update tBot” button:
  1. This feature available from  version 0.74
  2. For older version you have to download last version manually:
    http://support.aleyant.com/kb/a1048/tbot-installer.aspx
 
  1. Compress whole tBot folder and send to my email - vdrozdov@aleyant.com. Default location for tBot is “c:\Program Files (x86)\Turbot\”.
  2. Stop tBot (Right click on icon in tray):
  1. Run tBot and try to process queue again.

tFlow connection problems

  1. Check that queue is active (not in pause state):
    1. Paused state:
  1. Active state:
  1. Error state:
  1. If queue is in pause state, click on pause icon to activate it.
  2. If queue is in active state but nothing processed:
    1. Check queue configuration:
      1. Click on “Test Connection” – result should be “Connection is valid”.
      2. Check temporary directory – it should exist (Go to field and click F2).
  1. Check interval value, it should not be too long.
  2. Restart queue:
    1. Click on “play” icon to pause queue.
    2. Click on “pause” icon to activate queue.
  3. Check  Log:
    1. Go to Log screen
    2. Check last messages
    3. Try to find last “checkReady” request.
  1. If last request within “Check interval” and there are no errors in log after request, this means that tFlow does not provide any job to process:
    1. Go to tFlow and search all jobs in “Sending to Production” state.
    2. Check “Production Queues” field for that jobs.
  1. If there is no jobs, that means that is nothing to process.
  2. If jobs in “Sending to Production” state exists, there are 3 possible reasons:
    1. Job sent to queue which is “pause” state. In this case you can activate this queue for a while to process all this jobs or you could increase maximum jobs in tFlow response for tBot.
    2. Job has not production queue. In this case you should set it again. Queues could be deleted from tFlow if they we inactive for some time (default is 3 days).
    3. If “Production queue” is set and instance name and queue name are correct, but job is not been processed. This means that identifiers for instance/queue waschanged. You should select queue from list again and inform tFlow and tBot developers about this situation.
  1. If queue is in error state, check job error message:
    1. Go to “Errors” tab
    2. Move mouse over error flag
  1. Check this message in section “Most frequent errors”
  2. Try to restart process:
    1. Right mouse click on process line
    2. Restart process

Most frequent errors.

  1. “API version {0} is less than minimum requierd version {1}”
    1. Cause: tFlow version is not supported by this tBot version
    2. Action:  Update tFlow version or use older tBot version.
  2. “Server({server url}) error, response status code :InternalServerError”
    1.  Cause:  tFlow server error. API does not provide correct answer.
    2. Action:  Contact tFlow developers to check server logs and solve the problem.
  3. “File doesn't exists: {path to file}” or “Could not find file '{ path to file }'”
    1. Cause: File was physically removed before all steps was finished or network share works incorrect
    2. Action: Check file path, if it accessible, restart process.
  4. “Job {job name} is in incorrect state”
    1. Cause: tBot try to upload artwork to job in tFlow, which has incorrect state.(Job should be in “Waiting for artwork” or “Waiting for Revision” states)
    2. Action: Find job in tFlow and change state to correct.
  5. “Object reference not set to an instance of an object.”
    1. Cause: tBot internal error.
    2. Action: Send log and configuration dump to tBot developer.
  6. “Could not find a part of the path '{shared folder}'” or “Can't create folder {shared folder}”
    1. Cause: tBot can’t access destination folder.
    2. Action: Check shared folder. If needed, enter credentials to Control Panel -> Credential Manager ->Windows Accounts
  1. “JMF error: {xml response message}” or “JDF error: {xml response message}”
    1. Cause: Nexio provides unexpected response.  Hotfolder maybe paused or Caldera internal error.
    2. Action: Check Nexio configuration. Ask Caldera support about reason of error.
  2. “NetSuite communication error”
    1. Cause: tBot can’t send information to NetSuite web-service.
    2. Action: Send log and configuration dump to tBot developer.
  3. “Error in getting new files to download”
    1. Cause: Unexpected error while generating processes for downloading files from tFlow.
    2. Action: Try to restart tBot. Send log and configuration dump to tBot developer.
  4. “Thread was being aborted”
    1. Cause: Queue was paused or deleted while processing some file.
    2. Action: Restart process or activate queue.