There are several things you can do to troubleshoot and resolve problems before logging a case with product support. The general guidance here is designed to help you to understand the problem and know where to look for possible errors and potential solutions.
Before you call support:
- Understand the problem
- Use the log files
- Study the Qlik Sense Help.
- Read the troubleshooting topics in this section.
If you cannot find a solution in the product help, then follow the general guidance in this topic.
Understand the problem
Understanding the problem may help you to find a solution, and will enable you to provide Qlik support with the information needed to process your case more effectively. Ensure that you understand the problem and can describe it as fully as possible before seeking further support:
| Questions to ask | Answers - that may lead to a better understanding of the problem |
|---|---|
| Who experienced the problem? |
What type of users were affected, and how many? |
| What happened after an action was performed? |
Pay attention to any symptoms, behavior, and error messages. |
| When did the problem first occur? | When is it triggered, and what user action or system action causes it? For example, is it due to a trigger reload, or if a user clicks on an object in an app? |
| Have you experienced this issue before? | If yes, how often has the problem occurred? |
| Where did this issue occur first? |
Describe where in the system or environment the problem occurs. Is it on the client side, server backend, or in a specific application? |
| Why do you think it happened? | Gather the relevant log files. Compare log files that include the problem with those that do not. For example, compare a successful reload with an unsuccessful reload of the same app. For log file locations, see the individual product help pages. |
Use the log files
To troubleshoot and resolve issues effectively you need to understand how to use the log files. You also need to know when to use the default logs, and when to use the archived log files.
When you get an error message, the following steps can help you to identify which component has failed:
- Read the error message carefully, as it can tell you which component has failed.
- Navigate to the default log files, or the archived logs folder for the failed component.
- When you have navigated to the correct folder, search for errors in the log file to identify the issue.
Default log files
In Qlik Sense, the log files are by default stored in C:\ProgramData\Qlik\Sense\log. After 12 hours they are moved to the archived logs folder.
There is one Log folder per machine, and the following sub-folders for each component (engine, repository, proxy, and scheduler):
- Audit - High level user action logs. For example, open app, reload app, get ticket, and login success.
- System - Service logs including all errors, and system or service operations.
- Trace - Debug diagnostics. For example, user selections, https redirects, method work times, and session information.
If you are running a multi-node environment, ensure you are connected to the correct node.
Criteria for moving the default logs to the archived logs folder:
- On service restart or crash
- If the file is larger than a predefined size
- If the file is more than 12 hours old
Archived log files
The archived logs folder is located in the Qlik Sense file share that you created as part of the Qlik Sense installation. Use the archived log files if the problem occurred more than 12 hours ago.
To find the archived logs, open the QMC and go to Service Cluster, Cluster Settings, and you can see the path that you specified during installation.
Unlike the standard logs, the archived log files are stored in a central, shared location, so if you are running a multi-node environment, you will find one sub-folder per node. Like the default log files, the archived log files also contain Audit, System, and Trace sub-folders for each main component.
For more information on the location of the log files for each component, see: Storage
Qlik Sense client or application problems
If you get an error in a Qlik Sense application, the following questions can help you to narrow down the issue:
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Was the application working before the error occurred?
-
Is the issue present in the Qlik Sense Desktop client?
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Is the issue specific to a browser, or is it present in all browsers?
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Does this issue affect a specific user, user group, or all users?
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Does this issue occur in one application, or every application?
Other resources
Once you have gathered all the information you need, use the following links to research other possible solutions:
- Knowledge base
- Community website
- Log a case with product support.