7. Maintenance

This chapter serves as a reference guide in how to address general maintenance tasks.

7.1. Regular Tasks

Log Checking

  • The recommended configuration should log few messages, if any.
  • Take special attention to messages logged at level 40 or 50 which correspond to errors.
  • Take care in confirming that the logs do not grow indefinitely if they’re directed at a file. It is recommended that log rotation is activated, in those cases.

Updating Promptar TAPI Connector

  • Stop the server.
  • Stop the connector, if setup as a service.
  • Uninstall the existing version — the configuration will be left untouched.
  • Install the updated versions.
  • Start the connector, if setup as a service.
  • Start the server.

Updating remote TAPI Adapters

  • Uninstall the existing connector version - the prptT2A service configuration will be left untouched.
  • Install the updated connector version.
  • Restart the prptT2A service.

Automated Deployment

The Promptar TAPI Connector is distributed as an .msi package. As such, automated deployments can be easily achieved via Windows Active Directory Group Policies or other software deployment tools.

7.2. Reconfiguration

Promptar TAPI Connector Reconfiguration

  • Changing the configuration requires that Promptar TAPI Connector is restarted.
  • The general recommendation is:

    • Keep a copy of the current, valid configuration before performing any changes. (example: before changing integration.conf, copy it to integration.conf.prev)
    • Do changes in small steps, white testing them along the way.

Remote TAPI Adapter Reconfiguration

  • Reconfiguring remote TAPI adapters requires the associated prptT2A service to be restarted.

7.3. Diagnostics

When behavior is out of the expected, diagnostics should be performed as follows:

  • Confirm you are running the latest revisions of the software.
  • Identify the sequence of actions needed to reproduce the undesired behavior.
  • Analyze the logs to identify potential sources:

    • Start with the server’s log and from there proceed to analyzing any connector log that looks like a good candidate; do not forget the possibility of checking the desktop client log, as well.
    • If the standard logging levels show very little information, change them to info — this ensures much more information is logged and will help finding the root cause.
    • Changing log levels to debug is not recommended unless requested by your support provider.
  • If you need a Promptar partner or our support, please:

    • Collect all configuration files for the server and all connectors.
    • Collect any logs, at info level, that correspond to the undesired behavior being observed.
    • Then request support.
    • Your support provider may then continue the diagnostic process by requesting changes of logging levels, the execution of particular commands in the server’s debug shell or any other reasonable means to address your request.