How to: Troubleshoot Workspaces

Version 3

    Verified Product Versions

    LANDESK Management Suite 2016.x

    Description: This is a compilation of sorts regarding different methods to troubleshoot Workspaces. The information in this document is based on a 2016.3 version of LDMS however some of the material may work in previous versions. Also, this document will grow when newer methods are discovered.

     

    Note: Workspaces itself is a web application. Therefore utilizing other documents in the community that help with troubleshooting IIS should also help with troubleshooting workspaces.

     

    Example IIS Log Entries for a successful login: (These are example entries. It's usually a good idea or troubleshooting step to compare IIS log entries between a broken Workspaces and a working Workspaces. This comparison helps identify "normal errors" versus errors that cause the website or application to break. An example of a normal error is below. The "GET /STS/IssueToken" initial request failed with a 401.2 error code. This failed because the request was made anonymously when the web application requires authentication. The same request is made again but this time with credentials and returns a 200 code which indicates success)

     

    2017-02-16 14:41:27 10.25.11.66 GET /My.Framework/api/license v=* 80 - 10.25.11.66 - - 200 0 0 3577

    2017-02-16 14:41:27 10.25.11.66 GET /my.bridgeit - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) - 200 0 0 7749

    2017-02-16 14:41:28 10.25.11.66 GET /My.BridgeIT/Content/themes/DarkOrange.css - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit 200 0 0 1437

    2017-02-16 14:41:28 10.25.11.66 GET /My.BridgeIT/api/route t=1487256089240 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit 200 0 0 95

    2017-02-16 14:41:43 10.25.11.66 POST /My.BridgeIT/api/logon - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit 401 0 0 109

    2017-02-16 14:54:17 10.25.11.66 GET /STS/issueToken - 443 - 10.25.11.66 - - 401 2 5 1999

    2017-02-16 14:54:21 10.25.11.66 GET /STS/issueToken - 443 LDLAB\jtrafelet 10.25.11.66 - - 200 0 0 4109

    2017-02-16 14:54:42 10.25.11.66 GET /My.Framework/api/start v=* 80 - 10.25.11.66 - - 200 0 0 20033

    2017-02-16 14:54:42 10.25.11.66 POST /My.Framework/api/user v=* 80 - 10.25.11.66 - - 304 0 0 546

    2017-02-16 14:54:42 10.25.11.66 POST /My.BridgeIT/api/logon - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit 200 0 0 28439

    2017-02-16 14:54:43 10.25.11.66 GET /My.BridgeIT/api/route t=1487256883222 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit 200 0 0 8

    2017-02-16 14:54:44 10.25.11.66 GET /My.Framework/api/shortcut client=SelfService&image_fetch_api=/My.BridgeIT/api/object&v=* 80 - 10.25.11.66 - - 200 0 0 719

    2017-02-16 14:54:44 10.25.11.66 GET /My.BridgeIT/api/shortcut client=SelfService 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard 200 0 0 1141

    2017-02-16 14:54:46 10.25.11.66 GET /My.Framework/api/shortcut client=BridgeIT&image_fetch_api=/My.BridgeIT/api/object&v=* 80 - 10.25.11.66 - - 200 0 0 1781

    2017-02-16 14:54:46 10.25.11.66 GET /My.BridgeIT/api/shortcut client=BridgeIT 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard 200 0 0 3157

    2017-02-16 14:54:55 10.25.11.66 GET /ldapi/api/v1/$metadata - 443 - 10.25.11.66 - - 200 0 0 8796

    2017-02-16 14:54:55 10.25.11.66 GET /My.BridgeIT/api/LDMS/Metadata - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard 200 0 0 8984

    2017-02-16 14:54:58 10.25.11.66 GET /ldapi/api/v1/Users('LDLAB/jtrafelet') $expand=managerObj 443 - 10.25.11.66 - - 200 0 0 2562

    2017-02-16 14:54:58 10.25.11.66 GET /My.BridgeIT/api/User userName=LDLAB%5Cjtrafelet 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard 200 0 0 14663

    2017-02-16 14:54:58 10.25.11.66 GET /My.Framework/api/dashboard analystHome=false&apiUrl=https%3a%2f%2f2016-3%2fMy.BridgeIT%2fapi%2fdashboard&v=* 80 - 10.25.11.66 - - 200 0 0 265

    2017-02-16 14:54:58 10.25.11.66 GET /My.BridgeIT/api/dashboard analystHome=false 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard 200 0 0 15100

    2017-02-16 14:54:58 10.25.11.66 GET /My.Framework/api/dashboard id=17dc327e-a6dd-4966-acfb-8c28b40be658&apiUrl=https%3a%2f%2f2016-3%2fMy.BridgeIT%2fapi%2fdashboard&v=* 80 - 10.25.11.66 - - 200 0 0 15

    2017-02-16 14:54:58 10.25.11.66 GET /My.BridgeIT/api/dashboard id=17dc327e-a6dd-4966-acfb-8c28b40be658 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 15

    2017-02-16 14:55:01 10.25.11.66 GET /ldapi/api/v1/TaskInfo $expand=summary,tasks&timeperiod=hours&timedelta=24&inscopebutnotinitiatedbyme=true 443 - 10.25.11.66 - - 200 0 0 2142

    2017-02-16 14:55:01 10.25.11.66 GET /My.BridgeIT/api/dataSource/ITAnalyst/PublicTasks - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 2213

    2017-02-16 14:55:01 10.25.11.66 GET /ldapi/api/v1/Scopes - 443 - 10.25.11.66 - - 200 0 0 46

    2017-02-16 14:55:01 10.25.11.66 GET /My.BridgeIT/api/LDMS/Scopes - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 2200

    2017-02-16 14:55:01 10.25.11.66 GET /ldapi/api/v1/TaskInfo $expand=summary,tasks&timeperiod=hours&timedelta=24 443 - 10.25.11.66 - - 200 0 0 234

    2017-02-16 14:55:01 10.25.11.66 GET /My.BridgeIT/api/dataSource/ITAnalyst/MyTasks - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 2931

    2017-02-16 14:55:03 10.25.11.66 GET /ldapi/api/v1/TaskInfo $expand=summary,tasks&timeperiod=hours&timedelta=24&inscopebutnotinitiatedbyme=true 443 - 10.25.11.66 - - 200 0 0 343

    2017-02-16 14:55:03 10.25.11.66 GET /My.BridgeIT/api/dataSource/ITAnalyst/PublicTasks - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 3556

    2017-02-16 14:55:03 10.25.11.66 GET /ldapi/api/v1/TaskInfo $expand=summary,tasks&timeperiod=hours&timedelta=24 443 - 10.25.11.66 - - 200 0 0 220

    2017-02-16 14:55:03 10.25.11.66 GET /My.BridgeIT/api/dataSource/ITAnalyst/MyTasks - 443 - 10.25.11.66 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+.NET4.0E;+.NET4.0C;+.NET+CLR+3.5.30729;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.30729) https://2016-3/my.bridgeit#dashboard/id=17dc327e-a6dd-4966-acfb-8c28b40be658 200 0 0 3966

     

    Ideas for if you cannot reach the website (configuration center or workspaces)

    - Try connecting to the site different ways. By IP, corename, and localhost for example.

    - Can you reach the default website? If default website doesn't function then it's almost certain you will not be able to reach a web page or application within the site.

     

    Logs to check:

     

    Path = C:\Program Files\LANDesk\ManagementSuite\log

    - LANDesk.ManagementSuite.RESTful.Service.dll.log

    - STS.dll.log

     

    Framework and BridgeIT Logging: (Note: The links below are Service Desk links. While the data is accurate the path's will reference Service Desk installations and may not reflect LDMS)

     

    Diagnostic Logging using Configuration Center (This is a walk through on how to enable diagnostic logging. As noted in the document be sure to disable the logging once you are done)

    TPS Diagnostic Logging Guide (This document is for service desk but explains the different logging options in Configuration Center)

    LDMS Logging directory for diagnostic logging (I believe this covers both BridgeIT and the Framework) = C:\Program Data\LANDesk\ServiceDesk\My.Framework\Logfiles

     

    Items to Note: (These are just random thoughts and items that may be good to note)

    - The settings in Configuration Center appear to be stored in C:\ProgramData\LANDesk\ServiceDesk\My.BridgeIT\tps.config. This includes when the logging is changed to ALL and other settings.

    - Framework is the same as above. There is a tps.config file that stores the configuration settings in a C:\ProgramData\LANDesk\ServiceDesk\My.Framework\tps.config.

    - When logging (above) is turned on exact SQL statements are stored in the tps-xxxxxx-System-log.