Failure
After enabling logs for a service in the NDD Orbix portal, the logs do not appear immediately.
Cause
Log activation depends on communication between the NDD Orbix portal and the service installed on the computer.
When configuring logs, the portal sends a command to the local service. The service must receive this command, apply the configuration, and log events while the monitored action is running. Until this process is complete, the logs may not be displayed.
Related technical context:
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The portal does not perform the search directly in the environment.
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The portal sends commands to the local service.
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The local service performs the action and returns the information.
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If the service does not respond, you may need to restart it via the portal.
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The logs must be active before reproducing the issue.
Solution
Warning
Enable logging before reproducing the issue. Events that occurred before logging was enabled will not be recorded.
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In the NDD Orbix portal, configure the logs for the service to be analyzed, as instructed at Configure and view service logs
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Confirm that the service has the Online status
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Perform the action you want to monitor
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Wait for processing to complete and verify that logs were generated
If logs are not generated:
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Restart the service via the portal
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Wait for the service to reestablish communication with the portal
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Perform the monitored action again
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Wait for processing to complete and verify that logs were generated
If the logs are still not recorded:
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On the computer, access Windows Services
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Verify that the respective service is Running
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Check whether the computer is communicating with the NDD Orbix portal
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If necessary, restart the NDD - DCA and Cloud Connector service
If the problem persists, collect the local logs for analysis.
Additional information:
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Restarting the service via the portal forces the sending and receiving of settings.
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The absence of logs may indicate a service failure, not necessarily a printer failure.
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Always reproduce the problem after enabling logs.
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When possible, record the exact time the problem occurs to facilitate analysis.