How to troubleshoot NuGenesis LMS client crashes - WKB67598

OBJECTIVE or GOAL

Troubleshoot NuGenesis LMS client crashes.

ENVIRONMENT

• NuGenesis 9 LMS
• NuGenesis 8 LMS
• NuGenesis 8 ELN

PROCEDURE

1. It is of the utmost importance to capture the details of a crash at the time it happens. Capture screenshots of any error messages displayed by LMS and descriptions of the user's actions in LMS leading up to the crash. Video recordings of the user session are also acceptable.
2. Obtain the LMS client log file, the LMS server log file, and the LMS Smart Builder log file as close to the time of the crash as possible. Although LMS itself does not delete log files, they may be deleted by customer policy and no longer exist months after a crash.
3. Send this information to Waters Technical Support for analysis.

ADDITIONAL INFORMATION

Generally it is not possible to precisely determine the root causes of crashes weeks or months after the fact, even with full sets of log files available. Some of the most critical evidence—the visual evidence of screenshots/videos and the user's actions—often disappear shortly after the user's session is recovered. This information is invaluable when troubleshooting the LMS client. There are many reasons for an LMS client crash, and only with the error message(s) can an investigation of the root cause and corrective action(s) truly begin.