1. From the Portal, navigate to cxVerify.
2. Click Configure Tasks.
   The list of configured tasks are displayed.
3. Right click on the task for which you want to view a log file and select View Log or View Extended Log.
   The log file is displayed.

If the LTSServer fails to fetch the resources it needs to generate a long-term storage (.lts) file, the web server throws an exception and writes error information to the LTSGenerationErrors.log file.

The LTSGenerationErrors.log is contained in the same zip file as the .lts file and can be linked to from the PDF of the .lts file.

The same log file is also a part of zipped .lts file. This approach ensures that the log files are always pinned to the .lts files, even when they are extracted and saved to the disk.

Additionally, Tealeaf maintains an LTSServer.log file in the CX installation folder.

The LTSServer.log file includes both information and error messages that are thrown by the LTSServer that occur when receiving a request to save the .pdf file or the long-term storage (.lts) files.

Typically, tasks fail when there are network interruptions, or the Extractor Service is unable to connect to a canister. When a task fails, cxVerify tries to complete the task a predefined number of times.

• Errors are reported in the Extractor log and the cxVerify Tasks log.
• This number of repeat attempts can be configured through the Extractor Service configuration in TMS.

If the number of failures reaches the limit, then the task is resumed at the next scheduled time.

If the data extraction process receives a socket exception while it is communicating with the Processing Server, it pings the CX Server. It then takes one of the following actions:

• If the server is not reachable for a configurable period, cxVerify stops processing for that server and logs an error. If there is more than one CX Server, it attempts to connect to the next server.
• If the CX Server is reachable, it tries to contact the Search Server service. If the Search Server service is not responding for a configurable period, it stops processing for that server and logs an error. If there are multiple CX Servers, the extractor process attempts to connect to the next server.

cxVerify delays the start of a daily task until all sessions to be extracted were indexed into the Long Term Canister. cxVerify inserts an extra time margin to ensure that any idle sessions in the canister expired.

Any cxVerify daily task has an end time of 24:00, and the task cannot begin until one hour after the last session was indexed. This one-hour buffer ensures that all sessions marked as "closed" had time to be indexed. For a daily task that extracts yesterday's data (00:00 - 24:00 of the date before today), the earliest start time is 1:00 am.

In addition to the one-hour buffer, sessions do not close until the canister session idle time expired. If the session idle time is set for 30 minutes, the earliest executable start time is 1:30 am.

Suppose that the Nightly Extract is scheduled to run at 00:01 each morning. At 00:01 the Nightly Extract attempts to run and checks the session indexes.

• The last indexed session time was 23:49:50 from the previous day, so the one hour buffer test that failed and the task is scheduled to run again at 01:01.
• At 00:55, the Nightly Extract attempts to schedule a run at 01:01 and checks the session indexes. Since the last indexed session time was 23:59:43 from the previous day, the one-hour buffer test failed at the time of the test, and the task was scheduled to run again at 02:01.
• At 01:55 the Nightly Extract attempts to schedule a run at 02:01 and checks the session indexes. The index test passes, and the task is scheduled and started at 02:01:01.

When cxVerify jobs are failing because RTV is unable to retrieve images, you may receive the following error message about the security certificate:

revocation information is not available

In this case, the issue is caused by CX RTV attempting to access images that are stored in a location that requires a security certificate. Since CX RTV uses an embedded version of Internet Explorer, you can circumvent this issue by making a configuration change in IE.

1. Close CX RTV, if it is open.
2. Open Internet Explorer.
3. In the IE menu, select Tools > Internet Options.
4. Click the Advanced tab.
5. Scroll to the Security heading.
6. Clear Check for server certificate revocation.
7. Click OK.
8. Close Internet Explorer.
9. Restart CX RTV.

After the above configuration change was performed, CX RTV should be able to capture the images, and the cxVerify task should complete.

When running cxVerify data extractor jobs, you may see errors similar to the following:

9/29/2009 12:23:36 PM | Reading event definitions ... 
9/29/2009 12:23:36 PM | Search server error (HQA:19000): 
TeaLeaf.SearchServer.SearchServerException: 
SearchServerCS.TalkToRealSearchServer(): Invalid HTTP response status 401 
at TeaLeaf.SearchServer.RealSearchServer.RealCommunicate(String command, 
ArrayList args, Int32 timeout) 
at TeaLeaf.SearchServer.TLSearchServer.GetEventListMS(Boolean log, Int32 
timeout) 
9/29/2009 12:23:36 PM | Trying to get event list from search server 
HQA:19000...

The cxVerify is attempting to run the data extraction task as the local system administrator account. Under NT authentication, it is recommended that the Data Extractor use a local non-system account.

1. Review the logs to verify the NT user being used to connect. You should see an entry like the following:

   
   9/29/2009 12:23:35 PM | NtAuthorization server: HQA:19000, user: 
   NT_AUTH\SYSTEM 
   

2. The above indicates that a local system admin account user is in use: NT_AUTH\SYSTEM.
3. Change the account to use:
   1. On the server, open the Windows™ Services Control Panel.
   2. In the list of services, double-click the Extractor Service.
   3. Click the Log On tab.
   4. Click This Account.
   5. Specify the account to use.
   6. Click OK.
4. In the Domain controller, verify that the above user is part of the Admin group for the domain, which ensures that the user has access to the other servers in the domain.
5. In the Portal, add the above account to the cxImpact Admin group.
   1. In the Portal menu, navigate to Portal Management.
   2. In the Portal Management page, click the CX User Administration heading.
   3. Click the Groups link.
   4. Select Admin Group.
   5. Click Assign Users.
   6. Select a check box next to the above user.
   7. Click Save.
6. Restart all Tealeaf services.