How do I troubleshoot events that do not enter the queue?

Affected Environments:

• WebTrends Analytics 8.x
• WebTrends Enterprise 7.x
• WebTrends Professional 7.x
• WebTrends Small Business 7.x

Solution:

Step 1 - Make sure the Scheduler is enabled

1. Login to the WebTrends Administration console.
2. Click Administration > System Management > Hosts.
3. Click the blue link that reads "Scheduler".
4. If this is a stand-alone install or a distributed install master running the scheduler, make sure that both "Enable the Scheduler on this host " and "Enable the Scheduler agent on this host" are checked.

If this is a distributed install analysis node, make sure that only the "Enable the Scheduler agent on this host" is checked.

Step 2 - Restarting all Services:

1. Stop all WebTrends services.
2. Start all WebTrends services
3. Try analyzing a profile.

Step 3 - Deleting .lock files:

1. Cancel all events from the UI.
2. Navigate to /modules/analysis directory
3. Remove any file with .LOCK extension.
4. Restart the WebTrends - Scheduler Agent service.
5. Try analyzing a profile.

Step 4 - Agent.conf possible corruption:

1. Navigate to /modules/agent
2. Verify that there is data in the agent.conf file by opening with Notepad.
3. If agent.conf does not contain any data delete the file and copy agent.bak to agent.conf. Restart the WebTrends - Scheduler Agent service. If the agent.bak does not contain any data, please get in touch with heureka technical support.
4. Try analyzing a profile.

Step 5 - Repairing Database:

1. Perform the steps located in KB 051545 (How do I repair damaged MySQL databases?) 2. Try analyzing a profile.

Step 6 - Truncate Scheduler Database:

1. Open a command prompt
2. Within the command prompt navigate to:
/common/database/mysql/bin
3. Access the database by typing:
mysql -uUSERNAME -p You're prompted for password and once typed, hit Enter (this is the login to connect to MySQL, not the UI)
4. Once you're in use the following command:
use wt_sched
Truncate TABLE wt_taskqueue;
5. You will see a message: "0 records affected".
6. Type "exit" to get out of the MySQL prompt.
7. Restart the "WebTrends - MySQL" and "WebTrends - Scheduler Agent" services.
8. Try analyzing a profile.

Step 7 - Clear the WT_Environment table in the wt_sched database

1. Open a command prompt
2. Within the command prompt navigate to:
/common/database/mysql/bin
3. Access the database by typing:
mysql -uUSERNAME -p You're prompted for password and once typed, hit Enter (this is the login to connect to MySQL, not the UI)
4. Once you're in use the following command:
use wt_sched
delete from WT_Environment;
5. You will see a message: "Query OK, 2 rows affected".
6. Type "exit" to get out of the MySQL prompt.
7. Restart the "WebTrends - MySQL" and "WebTrends - Scheduler Agent" services.
8. Try analyzing a profile.

Step 8 - Disable Affinity and Pipelining

1. Perform the steps located in KB 051947 (How do I disable pipelining and affinity within WebTrends?)
2. Try analyzing a profile.

Preventative Measures:

Do you have any anti-virus software running?
- If so, either disable OR configure the anti-viru to exclude the WebTrends directory from being scanned.

Is the "Indexing service" enabled on the computer where WebTrends is installed?
- If so we will need to disable the service.

Make sure that no other applications are installed/running on the WebTrends machine. Any other processes running on the same machine will require WebTrends to compete for resources which will end up slowing the analysis process and could lead to database corruption.