Troubleshooting Process
The troubleshooting process consists of the following procedures: collecting fault information, diagnosing the fault, locating the fault, and rectifying the fault.
Collecting Fault Information
Collect as much fault information as possible to facilitate fault location and rectification, such as Logcat logs in AOSP.
Diagnosing the Fault
Determine the type and scope of the fault based on the collected information.
Locating the Fault
Fault locating is the process of finding the cause of a fault from multiple possible causes. Analyze and compare the possible causes and determine the root cause.
The commonly used methods for fault locating are as follows:
- View client logs, especially the alarms.
- View server logs, especially the alarms.
- View OS logs, especially the alarms.
- Check the resource usage, especially the full load and overload of resources.
- View operation logs to check whether there are misoperations.
- View configuration files to check whether any configuration is incorrect.
Rectifying the Fault
Fault rectification refers to the process of rectifying a fault according to different causes of the fault. This process involves checking and repairing devices, modifying configurations, and restarting processes, containers, and servers.
Contact technical support for handling critical faults.
During the troubleshooting, maintenance engineers may perform operations that may affect service data, such as modifying configurations and restarting VMs. Therefore, to ensure data security, save onsite data and back up related databases, alarm information, and log files before the troubleshooting.
If maintenance engineers have difficulty in rectifying the fault, contact technical support for assistance.