Capturing data on a Tridion Docs connection issue

Last Updated : Jun 20, 2024 |
Prolog information
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Keywords:
When you experience continuous connection issue or slowness with the RWS server outside the maintenance window of RWS, you must capture the data necessary for RWS to investigate the issue.
Important:
You must capture the data only while you experience the slowness or connectivity issue. Capturing data after the issue is resolved or the connectivity resumed might mislead RWS's investigation.
Before you begin
  • Download Fiddler, a free web debugging tool.
  • Ensure you have access to the DITA Authoring Tools sharepoint.
  • Go to the Trisoft connection issue tracking, and download the TEMPLATE_Trisoft Connection Incident Report.
  1. Open a Infosolutions Jira ticket, and mention the following in the ticket:
    ADDITIONAL INFORMATION:
    • Time when you first got the timeout error or when the performance significantly dropped.
    • Take a screen capture of the error message, and attach with the DITA ticket.
  2. Capture the Fiddler data:
    1. Start the Fiddler tool and click FileCapture Traffic to capture the traffic data.
    2. To limit the data capture to Publication Manager, select the crosswire icon () from the menu, drag and drop into the Publication Manager window.
      ADDITIONAL INFORMATION:
      STEP RESULT:
      The application captures the traffic data only from and to Publication Manager.
    3. To stop filtering, right-click on the crosswire icon.
      STEP RESULT:
      The status changes of the icon changes back to Any process.
    4. Save the file in the format username_date, for example, KavithaSamudrala_1120.
    5. Upload the Fiddler data at Trisoft connection issue tracking.
  3. Do the traceroute and ping tests:
    1. In the TEMPLATE_Trisoft Connection Incident Report, capture the requested information.
    2. Save the file with the name username_date, such as KavithaSamudrala_927.docx.
    3. Upload the report at Trisoft connection issue tracking.
      ADDITIONAL INFORMATION:
      Alternatively, you can attach the report to the ticket.