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SVLive1 Troubleshooting

Eptura Knowledge Center

SVLive1 Troubleshooting

The following troubleshooting articles will help you diagnose and solve problems.
 
Situation Description

Only for Mac Devices

If the Mac OS on the laptop has been updated from Catalina to Big Sur with an existing installation of the LDM agent and the user does not appear on Locator after the OS upgrade.

The LDM agent will need to be re-deployed.

  1. Uninstall the existing LDM agent. 
  2. Install the LDM, refer to Mac OS X Installation for LDM.
  3. Reboot the laptop.

MLS

When SpaceIQ team and the Client IT team are checking:

  • the connectivity between the Client's MLS and Serraview web services.
  • that the MLS is running on the Client's server.

Client IT will be instructed to perform a restart on the MLS server.

Refer to the Start and Stop MLS Server.
If you have a situation where people and desks that were once receiving utilization data but are no longer receiving data since the date selected. Generate and download 343 People and Desks without LDM Data Report.

Serraview Live Event Error

MLS not able to process the message in time and the message gets dropped/rejected.

It is expected to see these occasionally, however, if they appear consistently without any successful messages, there may be an underlying issue.

Step 1. Obtain the logs or screenshot of the logs from the client.

Windows

To find the Event Logs on the Windows Operating System complete the steps below.

The steps are written for Windows 10) and you may need your IT team to complete the steps.

  1. Right-click Windows icon and from the menu select Event Viewer. The Event Viewer displays.

  2. From the menu, expand the Windows Logs and select Application.

  3. On the right-hand panel, select Filter Current Log... The Filter Event Log dialog displays.

  4. From the Event Sources drop-down, select the SerraviewLiveAgent.

  5. Click the OK button.

  6. From the list of errors, look at the Source column for SerraviewLive.

  7. Click on one of the errors. The Event Properties dialog displays.

  8. Either take a screenshot of the error.

  9. Click the Close button to close the dialog.

  10. Kept the error selected and then from the right-hand panel, click the Save Filtered Log As.

  11. Save the log to your computer.

  12. Send log screenshot and saved log to support@serraview.com

Mac

To find the Event Logs for Mac, refer to the external article https://www.howtogeek.com/356942/how-to-view-the-system-log-on-a-mac/ 

Step 2. Serraview's Technical Product Support Engineer can increase queue size.

Step 3. The client can continue their day as normal and then can review the logs after 15 minutes for any improvements.

MLS throwing VLAN Timeout Error

MLS is unable to scan VLANs throwing a timeout exception error. For example:

<time> ERROR SwitchMacToPortFetcher(EasyNetQ consumer dispatch thread) - Error scanning - vlan x ... vlan-x [Exception of type 'Lextm.SharpSnmpLib.Messaging.TimeoutException' was thrown.]


 

Reasons

  • This error appears when clients have updated their switch firmware.
  • The MLS has code that includes the @ character when scanning for VLANs or if it exists within the community string, it will crash, throwing a timeout error. 

For more details, refer to Routine Switch Management and Wire-up Maintenance - Switch Reconfiguration.

Resolution

You need to reconfigure their switches by removing the @ from the community string and the Serraview team to update the Community string field within the MLS accordingly.

 

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