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How to Perform Systematic Duet 1.5 Troubleshooting – Part 2

In my last How to Perform Systematic Duet 1.5 Troubleshooting – Part 1 I explained how you can perform Duet troubleshooting on client side. Let’s have a look at the server side in this blog and see how you can find out about issue causes there.

1. Let’s start off with how to get client logging information to be available on the Duet server. The Central Client Diagnostics (CCD) tool is required for it, which has to be installed on every client using Duet. It can be found on the Duet DVD at ToolsClient Diagnostics. Simply run the setup.msi. When being asked for the Duet server, specify the SAP J2EE hostname with standard http port (default 50000).


From now on client logging information will be sent periodically to the Duet server. It can be accessed on the server side with a J2EE user with Duet_admin role, thus the role has to be assigned to the user:


Access the CCD console on the server at /duet/diag and specify where test results shall be stored plus other relevant information (see installation guide).


The results can be found under “User Tests Results” and basically show results as during the client check with the Client Support Tool.


2. While using the CCD gives convenient access for administrators to user log files, there could be additional levels of troubleshooting required. Another useful tool for troubleshooting is the central Duet Administration console to be accessed on the Duet Java server at /duet.


The dashboard contained in the Duet Administration console gives warnings about scenario misconfigurations or issues on the user side, for example.

3. In the next step you might want to check the User Monitoring tab. From there you can troubleshoot single users.


4. You might want to check for undelivered Duet messages, for example.


5. Or check for inconsistencies for single scenarios for the user. This check will compare backend and client as well as get the client consistent with the backend again, if required. Make sure you leave Outlook and the Duet Utility running when performing an inconsistency check.


6. Within the Applications tab you’d be able to see if there is any issue with a specific scenario configuration, such as missing user/group mappings to Duet roles.


7. If even the Duet Administration console did not help in finding out the cause of the issue, you can check the Duet Java logs, i.e. the default trace. Duet specific trace levels should be increased in case the logs do not provide sufficient information. The trace levels can be changed in the Visual Administrator with the Log Configurator. Relevant sections can be found at com/sap/xapps/osp and com/sap/security. Be very careful with changing log levels on a production system though, of course as this will have an impact on performance.


8. If the issue seems to be on the Microsoft Duet server side, verify Microsoft Internet Information Server and Microsoft SQL Server logs.


9. If you are still looking for the cause of issue, you can verify single J2EE Web Service calls with the J2EE Web Service Navigator and check their results, which might indicate issues on the SAP backend side, such as missing business configurations.


Good luck! All these tools / logs should help a lot in identifying the issue.

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