[D2l-alert] FW: Incident INC00290050 -- comments added

Thu Dec 19 15:29:44 CST 2013

FYI...

Chris

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 3:17 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 16:16:52 EST - Jordan Kay

Additional comments

Hello Chris,

There are a few ways that this can be done with the D2L Service Manager. For example, if the D2L Service Manager stops and triggers an event, you may be able to set-up notifications similar to the following article:
http://msdn.microsoft.com/en-us/library/aa446887%28VS.85%29.aspx

Alternatively, you may also be able to set-up a script so that the D2L Service Manager runs it if it fails multiple times (Windows > Administrative Tools > Services > D2L Service Manager > Properties > Recovery).

A method used in our Hosting Facility is that we have an automated user that logs in every hour. We have the user do a few various actions, and log the HTTP Results from those tasks. This allows us to identify {Term Not Found} errors, as well as various other issues.

I hope that helps to give you an idea of some options. There are certainly more options as you can get however customized as you want, however these were the first few that came to mind.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 15:36:05 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

Thank you for resolving our issue and explaining how the document viewer works and the services involved. One of the issues our server administrators have noticed over the last several years from self-hosting the D2L environment is that the Service Manager doesn’t have a high degree of configurability when it comes to warning of errors within collapsed nodes, monitoring critical services and notifying administrators when those necessary services are stopped or returning errors. Is D2L working on this or is there something we can do to ensure that we are notified when these things happen? I would venture to guess that half of our trouble calls have been due to a service that is stopped on one of the app servers. Would it be a simple thing to send an alert message to an administrator when a service is stopped or returning errors? Thank you again!

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 1:31 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.

________________________________

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Opened: 2013-12-16 17:42:22 EST
Click here to view: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 16:16:52 EST - Jordan Kay

Additional comments

Hello Chris,

There are a few ways that this can be done with the D2L Service Manager. For example, if the D2L Service Manager stops and triggers an event, you may be able to set-up notifications similar to the following article:
http://msdn.microsoft.com/en-us/library/aa446887%28VS.85%29.aspx

Alternatively, you may also be able to set-up a script so that the D2L Service Manager runs it if it fails multiple times (Windows > Administrative Tools > Services > D2L Service Manager > Properties > Recovery).

A method used in our Hosting Facility is that we have an automated user that logs in every hour. We have the user do a few various actions, and log the HTTP Results from those tasks. This allows us to identify {Term Not Found} errors, as well as various other issues.

I hope that helps to give you an idea of some options. There are certainly more options as you can get however customized as you want, however these were the first few that came to mind.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 15:36:05 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

Thank you for resolving our issue and explaining how the document viewer works and the services involved. One of the issues our server administrators have noticed over the last several years from self-hosting the D2L environment is that the Service Manager doesn’t have a high degree of configurability when it comes to warning of errors within collapsed nodes, monitoring critical services and notifying administrators when those necessary services are stopped or returning errors. Is D2L working on this or is there something we can do to ensure that we are notified when these things happen? I would venture to guess that half of our trouble calls have been due to a service that is stopped on one of the app servers. Would it be a simple thing to send an alert message to an administrator when a service is stopped or returning errors? Thank you again!

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 1:31 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.

Ref:MSG1389928
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