Troubleshooting when approvals are not processed or other unexpected behaviors occur
You notice that approvals are not processed or you encounter any other unexpected behaviors.
- One or more users might experience the symptoms.
- In a Server Group environment, the symptoms can affect one or more servers.
When approvals are not processed or you notice other unexpected behaviors, perform the following steps to troubleshoot the issue:
|1.||Connect to approval server.||Use a Remote Desktop Protocol (RDP) client or a Secure Socket Shell (SSH) client to connect to approval server.|
|2.||Determine on which AR System Plug-in Server the approval server plug-in is running.|
|3.||Determine the process ID (PID) that is assigned to the plug-in server.|
Check the armonitor.log file to determine which PID is assigned to the plug-in server. We recommend that you start checking from the bottom of the log file where the most recent entries are displayed and move up until you see the most recent process name that matches the plug-in server.
For example, the following image shows the process name that matches the plug-in server:
|End the task or kill the task.|
The following image shows the highlighted process ID in Task Manager:
|5.||Restart the plug-in server by using the AR Monitor process.|
The AR Monitor process should begin the restarting process for the plug-in server almost instantly. If successful, this process is assigned a new PID. If the process does not restart automatically, check the armonitor.log file and the plug-in server logs for errors and troubleshoot further.
|6.||Restart AR System server.|
In some scenarios, you cannot restart only the plug-in server that is running approval server without restarting AR System server. In such a case, you must restart the AR System server process to resolve the issue that is affecting the approval process.