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Riva for GroupWise ~ Managed Policies, Applications, Reports
 Omni Web Forum : GroupWise Collaboration Integration Engine (Riva) : Riva for GroupWise ~ Managed Policies, Applications, Reports
Subject Topic: Reporting Riva Problems Post ReplyPost New Topic
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Gordon Welling
Admin Group
Admin Group

Manager Technnical Support Services

Joined: 11-December-2003
Location: Canada
Posts: 555
Posted: 18-June-2007 at 11:16am
Abnormal Application Actions

If you are experiencing abnormal challenges with the Riva application, e.g. the RivaApp.exe is "freezing" or you see unexpected error messages, please follow these steps:
  1. Make screen shots of the error in the Riva application
  2. Gather log file and config files
  3. Call Omni Technical Support at 780.423.4200, or send an email to support@omni-ts.com, attach the above files and include the following information:
Quote:
SUBJ:  Riva Critical Error
  1. Riva release version, e.g. Riva 1.0.1.90 (2007.08.03)
  2. Windows version including serivce packs, e.g. Windows XP SP2
  3. Description of problem observed
  4. Error messages observed
  5. Attach screen shot and log/config files.

Policy or Report Challenges

If you are experiencing abnormal challenges with the Riva policy or report modules, please follow these steps:
  1. Make screen shots of the error in the Riva application
  2. Read the log file to see if you can determine the source of the problem
  3. Make a copy of the specific policy or report that is generating the errors to create a "test" policy and modify the "Destination" to use a set of test user accounts.
  4. Rename the log file for today.
  5. Rerun the selected "test" policy to see if you can regenerate the same error.
  6. Gather log file, config files, and report files for the "test" policy
  7. Call Omni Technical Support at 780.423.4200, or send an email to support@omni-ts.com, attach the above files and include the following information:
Quote:
SUBJ:  Riva Critical Error
  1. Riva release version, e.g. Riva 1.0.1.90 (2007.08.03)
  2. Windows version including serivce packs, e.g. Windows XP SP2
  3. Description of problem observed
  4. Error messages observed
  5. Attach screen shot and log/config files.


Edited by Gordon Welling on 13-September-2007 at 11:26am
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