Archiver Not Processing Hits (14898)

Hit searches consistently return zero hits. The "Hits Processed" attribute is not increasing.

1. No interceptors are installed yet
2. Interceptors are installed incorrectly
3. c7r not installed yet
4. c7r conf has incorrect capture upload URL
5. Firewall is blocking interceptor traffic
6. Archiver disk is full
7. Archiver runtime failure

Please review the FEV FG - Foglight Experience Viewer Field Guide:
http://support.quest.com/support_downloads/Foglight/FOGLIGHT_EXPERIENCE_VIEWER/FEVFieldGuide.pdf

Troubleshooting Steps:

Isolate Interceptor:
==============

1. Check to see if the interceptor is installed. See Interceptor Guide on Web Server Box.
2. Disable the interceptor on the Web Server. See Interceptor Guide on Web Server Box.
3. Start/Restart c7r. Install if needed. See Interceptor Guide on Web Server Box.
4. Run 'c7rAdmin status' on the Web Server box. It should be in the directory that you installed the interceptor:

If c7rAdmin displays an Error:
C7r may not be installed or running
Check c7r.log for errors
Check c7r installation verification. See Interceptor Guide on Web Server Box.

If no error, it will display something like:
Mon Feb 6 10:51:20 2006
Version :v1
SharedMemorySize :4194304
MemoryInUse :0
Shutdown :false
Sleeping :true
NextUniqueID :1
OpenBatches :0
SM Discards :0
UPL Discards :0

Run 'c7rAdmin test 1'. It will send a test hit to c7r, bypassing the interceptor. It should look like:
1 Batches Created
0 Shared Memory Discards
0 Abandoned (Timeouts or BatchQueueFull)

If Discards or Abandoned are nonzero Then: (Go to isolate c7r)

If Hit Search CAN find it then: (Interceptor not working)
Install interceptor again and verify interceptor installation. See Interceptor Guide on Web Server Box.
If that fails contact <a href="/manage-service-request.aspx">Support</a>

If Hit Search CANNOT find it then: (Check c7r)
Go to isolate c7r

Isolate c7r:
=========

Run 'c7rAdmin status' and it should look like:
Mon Feb 6 10:51:20 2006
Version :v1
SharedMemorySize :4194304
MemoryInUse :0
Shutdown :false
Sleeping :true
NextUniqueID :1
OpenBatches :0
SM Discards :0
UPL Discards :0

If any discards are not equal to zero then: (Connection bad)
Check connectivity (ping appliance from web server box)
Check configuration file c7r.conf
'CaptureHost=' IP of appliance
'CapturePort=7623'
Check Archiver on appliance to make sure it's running.

Isolate Archiver:
=============

1. Log in to the appliance via SSH (as described in section 3.1.3 of the FEV FG).
2. Verify that the disk is not full, as described in section 3.1.10. If full, reduce the size of the database, as described in section 3.4.4.
3. Check if batch error files are being created, as described in 3.2.5. If files are present, please collect them and contact Support via 1-800-306-9329.
4. Check the archiver debug log for errors, as described in section 3.2.7.
5. Try stopping and restarting the system, as described in section 3.1.6.
6. From a remote host, use telnet to verify that port 7623 is open. (See section 4.1.2 for a similar example.) If telnet fails, this indicates a firewall problem.
7. Check the archiver's "% of Hits Dropped By Hit Filter" attribute to see if a hit filter is dropping an excessive amount of incoming hits.
8. Contact Support.

Clean up:
========

Reinstall interceptor if it is uninstalled or disabled.

FEV Appliance and/or Web Server