This article explains what data to collect to investigate an issue involving an application crash on one of the three processes. For ePO, these processes are as follows:
- Apache.exe
- Eventparser.exe
- Tomcat7.exe
Collect the following data when one of the ePO processes periodically crashes or closes unexpectedly:
Provide answers to the following questions if you have the information requested:
- When did the issue begin?
- What is the rough frequency of the application crash? (for example, several times per day, once a day, once a week)
- Can the application crash be triggered on demand? If so, what action?
- Was any significant change made to the environment, such as a version upgrade of ePO, around the time the issue began?
Justification for data requested:
- A full memory dump is needed to understand what was going on in the application memory space at the time the fault occurred. A critical request because an application crash can't be investigated without a process dump captured at the time the crash occurred.
- A MER file from the ePO server provides more data that might help in understanding the issue.
