000035765 - How to use Microsoft DebugView to troubleshoot RSA Archer Services

Document created by RSA Customer Support Employee on Dec 1, 2017Last modified by RSA Customer Support Employee on Jul 4, 2019
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Article Number000035765
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer Services
IssueThese steps are to assist in troubleshooting issues that may be related to the services components of an Archer Installation.
  • RSA Archer Configuration service,
  • RSA Archer Job engine Service,
  • RSA Archer LDAP service, or
  • RSA Archer Workflow Service

Utilizing Microsoft DebugView can give insight to what is going on behind the scenes and can expose bad configurations or unintended behaviors of current configurations that would not normally be seen. It can also provide guidance on where to look in regards to troubleshooting and resolution of related issues.
  1. Download the Microsoft DebugView tool.
  2. Copy and extract the tool to the server that has the Archer service installed.  If more than one server runs the same services (for example, Job Engine service or Workflow Service, you will have to do this on each server.
  3. When you extract the contents of the zip file, you will see three files.
    1. Open the Dbgview application 
    2. Agree to the license terms
    3. Your window should look like the image below

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  1. Next you will need the Process ID of the service for which you are wanting to log the activity.
    1. Open your Task Manager and click on the Details tab
    2. Locate your service that you want to track

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  1. In this case we are going to track the RSA Archer Workflow Service with a PID of 3352.  Note: If you do not see your PID column, right click on the name column header and click select columns.

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  1. Next, check the PID check box and the PID column should appear.

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  1. Now that we have our PID of the service we want to track. Go back to the DebugView application.

  1. Click on the funnel icon within DebugView to open the filter

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  1. Here we are going to enter our process ID or PID in the Include section of the filter within square brackets.

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  1. Click OK.
  2. Next click Capture and enable Capture Global Win32.

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Do not restart the service or it will reassign a new PID.

  1. DebugView should be ready to capture the activity of the service and in this case, it is the Workflow Service.
  2. To test the capture, perform an action that requires that service. 

  • If you are tracking the job engine service, run a package job or a data feed.
  • If you are testing LDAP service. Execute an LDAP sync
  • If you are testing Advanced Workflow Service, access an application with Advanced Workflow enabled, activate/deactivate an advanced workflow service, or access the Advanced Workflow Job Troubleshooter in the Administration pages.

Note: Most of the time, the Advanced Workflow Service doesn’t perform any actions itself beyond startup of the service. If you truly want to see what is captured for the Advanced Workflow Service you may need to run the DebugView without a filter.

  1. In this case, the filter needed to be reset:

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  1. Results such as the example below will appear (this is only in regards to the Workflow Service capturing normal traffic. If there were errors, they would appear as well.)

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These steps are valid for any of the Archer Services and the information can be beneficial for tracking down and determining troubleshooting steps to resolve service related issues.