Checklist: Process closes unexpectedly (***Non-reproducible***)

Checklist: Process closes unexpectedly (***Non-reproducible***)

Time estimate: 45 minutes

Please go through all the points in the following checklist. If necessary, confirm with IT Department any information you cannot verify before contacting your local COPA-DATA Representative.
Checklist usage: #. [Quick hints] (point refers specific module/product) Point description.
  1. Screenshot and followed instructions of error/warning messages shown.
  2. Process ran and was closed correctly before.
  3. There are not other applications closing unexpectedly.
  4. Searched and followed error instructions in LOGs related with the process-executable closing unexpectedly.
    5. All zenon components write in the background messages to joint log file(s) saved in '%programdata%\COPA-DATA\LOG' folder.
    These files can be read and configured with Diagnosis Viewer.

    You can modify the logging level of a component by clicking 'Client Configuration' in 'Settings' menu and after select the respective process name.
    Attention: Set the logging parameters wisely as the time-frame of the LOGs decrease when increasing the detail of the logs written.

    You can also find LOG files in SIC in 'Platform > Versions > Version XXXX > Directories > LogDirectory' folder.
    Service Engine writes log messages in regard zenrt32.exe stability in case of errors or warnings.
    You can find these entries in Diagnosis Viewer by filtering the column Function name = 'CZenonrtApp::MonitoringThread'.

    Some of the most relevant performance entries are:
    - Memory: “Total available memory fell below warning/error level to [xxx]%”
    - CPU: Total CPU-Load exceeded warning/error level to [xxx]%”
    - Service Engine not responding for XXX ms: "100ms Timer has not cycled for [xxx]ms”
    - Handles: "(%) “Handles exceeded error level to [xxx]”.

    In case Service Engine closes unexpectedly, zenon Drivers write in the logs "RPC error!" as they can no longer communicate with zenrt32.exe.
  5. It is not possible to establish a:
    1. Periodicity or the exact time when the process closes.
    2. Sequence of actions and/or the functions executed prior to the problem.
  6. Cyber security software logs do not report actions to prevent the execution of the process. Cyber-security software is disabled.
  7. Process is responsive before closing.
  8. Process also closes unexpectedly when zenon API is disabled.
    9. zenon API can be switched off by editing the respective sections in zenon configuration file (zenon6.ini) located in %CD_SYSTEM% folder:
    [VBA]
    [VSTA]
    [ADDINS]
    EIN=0
    ON=0
    ON=0
  9. There are not network issues that can affect process stability.
    10. High network latency, malformed packages and other unwanted conditions may cause unexpected behaviours on processes relying on communications.
  10. (Service Engine) Process also closes when the project RT folder has been recreated.
    1. Closed Service Engine.
    2. Renamed (backup) the original RT folder.
    3. Re-created (and remote transported) all Service Engine files.
    4. Restarted Service Engine.
  11. (Service Engine) Process also closes when the project Data folder has been recreated.
    1. Closed Service Engine.
    2. Renamed (backup) the original Data folder.
    3. Restarted Service Engine.
  12. Searched in Knowledge Base if a previous issue has been addressed.
  13. [Event Viewer] Operating System Event-logs do not show critical/errors/warning events at the time of the problem. Followed instructions and/or took corrective measures if necessary.
  14. [Performance Monitor] Created and analysed Performance Monitor logs searching for bottlenecks or continuous usage increase of system resources since the start of the process, in terms of:
    1. CPU utilisation level per logical core.
    2. Total memory and process private working set.
    3. Total GPU and process load.
    4. Total and process disk usage.
    5. Total and process threads count.
    6. Total and process handles count.
    7. Total and process GDI objects.
    You can create a Performance Monitor log in Command Prompt (run as administrator). For that copy and execute the following commands:

    1. Logman create counter LOG_NAME -f bincirc -v mmddhhmm -max 500 -c "\Processor(_Total)\% Processor Time" "\Memory\Available MBytes" "\LogicalDisk(*)\% Free Space" "\PhysicalDisk(*)\Current Disk Queue Length" "\Network Interface(*)\Bytes Total/sec" "\TCPv4\Connections Established" "\TCPv6\Connections Established" "\Process(_Total)\Handle Count" "\Process(_Total)\Thread Count" "\Process(*)\% Processor Time" "\Process(*)\Handle Count" "\Process(*)\Thread Count" "\Process(*)\Private Bytes" "\Process(*)\ID Process" -si 00:00:30
    2. Logman start LOG_NAME
    3. Logman stop LOG_NAME
    4. Open the collected performance-log report in Performance Monitor (press Win+R and type 'perfmon').

    Note: You can display any process instance (*) in Performance Monitor report output by selecting "Add Counters…" option.
  15. [SIC-Full] Collected process crash full dump file in case the component closes unexpectedly and produces an unhandled exception.
    16. Crash full dumps can be generated by adding a [DEBUG] section in zenon6.ini:
    [DEBUG]
    MINIDUMPTYPE=10

    Future full dumps will be saved in the ‘%programdata%\COPA-DATA\zenonXXX’ folder.

If the problem persists after completing this checklist and followed corrective actions, please contact your local COPA-DATA Representative providing a SIC-Reduced Report from the target computer(s) and the result of this checklist – please include any additional information or comments related with the points addressed you find relevant.

System Information Collector is a standalone COPA-DATA application that collects relevant data about the Operating System and zenon Software Platform for troubleshooting purposes. SIC is installed with zenon and can be started from zenon Startup Tool (Tools).