Troubleshooting

Process Intelligence

High CPU utilization may be observed after installation

You may experience a CPU load increase after installing Process Intelligence. This occurs when Redis is not installed correctly, and Process Intelligence is not able to connect to Redis. Continuous connection attempts cause the high CPU utilization.

To prevent this issue, you must be an administrator on the target machine and have enough permissions to install Ubuntu on Windows Subsystem for Linux. The Ubuntu installation must also be run as an administrator.

To solve this issue:

  1. Stop the timelinepi service from services.msc or open Command Prompt as an administrator and run the command sc stop timelinepi.
  2. Open PowerShell as an administrator and run the command wslconfig /l to retrieve the list of all the WSL installations in your Windows system.

  3. Find Ubuntu (or Ubuntu-20.04) in the list and unregister the distribution by running the appropriate command, depending on the name in the list:

    wslconfig /u Ubuntu

    wslconfig /u Ubuntu-20.04

  4. Open Windows Explorer, navigate to the Ubuntu installation folder which you have selected for Ubuntu during the Process Intelligence installation. The default folder is C:\Program Files (x86)\Ubuntu.

  5. Run the ubuntu.exe (or ubuntu2004.exe) file as an administrator and follow the instructions on the screen to complete the installation.

  6. When the installation has completed, run ubuntu.exe (or ubuntu2004.exe) to open Ubuntu and login as a sudo user by executing the command sudo su.

  7. Open Ubuntu Terminal and navigate to the source folder where you originally downloaded the distribution and which you have specified when installing Process Intelligence.

  8. Run the commands below to install and start Redis:

    • dpkg -i redis-tools_6.2.4-1rl1~focal1_amd64.deb
    • dpkg -i redis-server_6.2.4-1rl1~focal1_amd64.deb

    • service redis-server start

      You can test that your Redis server is running by connecting to the Redis CLI:

      redis-cli

      127.0.0.1:6379> ping

  9. Start the Process Intelligence service, either from services.msc or open Command Prompt as an administrator and run the command sc start timelinepi.

Recording Service

Common issues

  • The Recording Service performance is lower if using HDD only, or SSD and HDD for storing the PostgreSQL database.
  • It is not recommended to store logs on the Recording Service server for more than a week. After you submit logs to Process Intelligence, you can back up the logs to another server if necessary and remove them from the Recording Service server.
  • After the Recording Service upgrade is complete, the list of logs on the Recording Service website will be empty. It may take some time to display all existing logs. Please wait a couple of minutes, and the logs will gradually display.

The Recording Service website does not open from its shortcut in the Start menu, the shortcut opens the default website

If the Recording Service website does not open when using its shortcut in the Start menu, the shortcut opens the default website instead, and the Recording Service website is running on port 80, do the following:

  1. Open Internet Information Services (IIS) Manager.
  2. Find the default website in the list and stop it.
  3. Start the RecordingService website.

The Recording Service installed successfully, but an error occurred while starting the Recording Service website

If the error NET :: ERR_CERT_AUTHORITY_INVALID is displayed when you try to start the Recording Service website, make sure that you specified the correct SSL certificate when installing the Recording Service. Use Internet Information Services (IIS) Manager to do the following:

  1. Open Internet Information Services (IIS) Manager and select the Recording Service website.
  2. Right-click on a website, and then click Edit Bindings...

  3. In the Site Bindings window, click Edit...

    The Edit Site Binding window displays.

  4. In the SSL certificate drop-down list, check the selected SSL certificate. Select another one if necessary, and then click OK.
  5. Restart the Recording Service website for the changes to take effect.
  6. Verify the changes by opening the website in a web browser.

An error occurred while starting the Recording Service website: HTTP Error 500.30 - ASP.NET Core app failed to start

If the error App failed to start displays when attempting to start the Recording Service website, make sure the connection to the PostgreSQL database is established. Then reload the RecordingService site in IIS Manager.

I'm trying to start a recording, but the Recorder does not change the status to "record"

A user may prevent an event recording by clicking Disable in their Recorder menu in the system tray. This will stop the recording and block recording control on this instance via the Recording Service UI. The Recorder continues to display on the Recording Service website in the recorders list. Its status is online, but the status does not change to recording after you click Start and then Refresh List.

To start or resume recording using the Recording Service interface, the user must enable recording by clicking the Enable button in their Recorder menu in the system tray.

Recording on the selected Recorder has started, but logs are not reflected in the UI

After you click the Start button, make sure the recording has launched. To do this click the Refresh list button and check the recorder status changed to the recording.

Recorded events are saved to logs and sent to the server for processing. When processing is complete, the logs are displayed on the Logs tab. New logs may take some time to display in the Recordings tab.

Logs are partially uploaded, or the upload fails

There are some restrictions when uploading logs:

  • Logs cannot be uploaded if the total number of unique events in all logs exceeds 10000.
    If this limit is exceeded, an attempt to upload logs fails and the error The selected logs have more unique events than the allowed limit. displays.
    To solve this issue, reduce the number of logs being uploaded and try again.

    To check the number of unique events in one log:

    1. Navigate to the Logs tab.

    2. Click the logs id and check the UNIQUE EVENTS field.

  • Logs are not fully uploaded if the size of the uploaded screenshots in the logs exceeds 25 GB.
    If this limit is exceeded, the following message displays: The size of the screenshots exceeded the maximum limit for the selected logs. Some screenshots will not be uploaded.
    This means that text logs were uploaded completely to the Process Intelligence project, but image logs were only partially uploaded. Screenshots larger than 25 GB were not uploaded.
    To solve this issue, reduce the number of logs being uploaded and try again.

No forms display in the log

In some cases, the list of forms in a log might be empty when initially displayed. This might be due to a recording session in progress or forms are still being detected. This process may take some time. Forms will display when the following conditions are met:

  • Form processing has completed.
  • There are screenshots in the log.
  • The log is created using Recording Service version 1.1 or later.

You can upload logs to Process Intelligence if the log status has changed to "processed", the forms for the processed part of the log will be calculated in Process Intelligence.

Recorder

Users are using Internet Explorer 11. Will their activity still be recorded?

It is not recommended to record users' activity in an Internet Explorer browser. Event recording in Internet Explorer is not fully supported, therefore events and/or screenshots may be lost during recording. In order to record users' activity in a web browser, use supported browsers with the Recorder browser extensions installed.

Recorder instance installed in Server Managed mode does not display in the Recording Service

If the Recorder failed to connect to the Recording Service using the URL specified during the Recorder installation, it will not display in the Recording Service web application.

To solve this issue:

  1. Make sure a user account has been added to the Active Directory group you created before the Recording Service installation.

    Add a user account to the Active Directory group if you have not done it before.

  2. Check the Recorder instance status on the user's computer.

    If the status is Failed to register recorder at: <SomeRecordingServiceUrl>. No such host is known', make sure the Recording Service URL is correct. To check and/or change URL:

    1. Open thesettings.json file. You can find it on the user's computer in the Recorder installation folder, by default, C:\Program Files\ABBYY Recorder.

      Administrator privileges are required to edit the settings.json file.

    2. Find the ServerManagedMode section and check the value specified in the Url parameter.

      If required, change the value and restart the ABBYY.Recorder.AutoLauncher service using Services snap-in (Start > Settings > ControlPanel > AdministrativeTools > Services).

      Administrator privileges are required to restart this service.

Recorder Firefox browser extension limitations

Firefox extension install

The Recorder setup can only install the Firefox browser extension under a current user account.

If you install this extension, the Firefox browser will launch after the Recorder setup is complete. The Firefox browser is launched under the same account that in which Recorder has just been installed and it prompts the user to enable the installation. However, the Firefox extension will be unavailable to other users.

Issue: Users did not detect any new extensions in the Firefox browser as a result of your administrative setup.

Workaround: Use one of the following methods to solve the issue:

  • Add the Firefox extension manually in a user's browser.
  • Use the Firefox Group Policy to install the Firefox extension so it is available to all users. When installing via Group Policy, specify the path to the Firefox extension: %ABBYY Recorder folder%\FirefoxExtension\abbyy_recorder*.xpi

Contact the vendor for more information at https://github.com/mozilla/policy-templates/blob/master/README.md#extensionsettings

When upgrading the Recorder, the Firefox extension needs to be updated manually.

Firefox extension uninstall

The Recorder setup cannot remove the Firefox extension.

Each user must remove the Recorder Firefox extension from Firefox manually. See Uninstall the Recorder Firefox extension for details.

After a successful Recorder installation, users did not detect the Recorder extension in a browser, although it was selected for installation

  1. Make sure that the user has the Recorder extension installed in a supported browser, and that it is enabled. See Install the Recorder for details.
  2. If a user removed the Recorder extension from a supported browser manually, then the Recorder installer will fail to install the Recorder extension later. Contact Blue Prism Support to solve this issue.