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Abacus WorkSpaceTechnical Training21st to 23rd Oct 2013Topic: AWS Technical Checklist

2AWS Technical Checklist

One user affected

Multiple users affected

Multiple locations affected

Note: User need to provide all the required information before logging the issue in Self Service Portal (SSP)

3One user affected

Check

Can he / she work in another computer?

Can another user work in the same computer?

Required information for escalation:

edge.0.log and emulator.log

AWS, OS and Java versions

When was the problem initially reported?

Have there been any recent software / hardware updates?

TRACERT and TELNET result

4One user affected (cont..)

Additional troubleshootingBesides the regular troubleshooting for the specific problem, please try the following:

Rename the affected users Settings folder and launch AWS

Profile switch to another PCC_EPR. If the new PCC_EPR works, rename the original users profile folder, and Profile Switch back to their PCC_EPR

Restart the PC in Safe Mode and launch AWS

With the users approval, uninstall Java if it is installed in Windows

5Multiple users affectedCheck

What do they have in common? (Network, Modem, Location)

Is the problem specific to a single PCC?

Do they use a client-server setup? (Shared folders, V.M.s)

Do they use a Proxy?

Required information for escalation:

edge.0.log and emulator.log

AWS, OS and Java versions

When was the problem initially reported?

Have there been any recent software / hardware updates?

ISP, Public IP

TRACERT and TELNET result

6Multiple locations affected

Check

What do they have in common? (ISP, 3rd party Software)

Is the problem specific to a single PCC?

Are our websites up? (sslvpn.sabre.com, access.sabre.com, etc)

Required information for escalation:

edge.0.log and emulator.log

AWS, OS and Java versions

When was the problem initially reported?

Have there been any recent software / hardware updates?

ISP, Public IP

TRACERT and TELNET result

7Additional troubleshootingBesides the regular troubleshooting for the specific problem, please try the following:

Try to reproduce the error at your own location with your own equipment.

Multiple locations affected

8How to get the required information

Logs:

edge and emulator logs are located in the Settings folder.

Find them by going to :

Tools > Options > Abacus system > Advanced > Log location

9Tracert and Telnet

For AVPN related issues:

TRACERT SABREVPN.SABRE.COM

TRACERT SSLVPN.SABRE.COM

For installation issues:

TRACERT PROVISIONING.MY.SABRE.COM

TRACERT UPDATESITE.MY.SABRE.COM

For authentication / sign in issues:

TELNET AUTH.MY.SABRE.COM 443

How to get the required information (cont)

Thank You