Abacus WorkSpace

Technical Training
21st to 23rd Oct 2013
Topic: AWS Technical Checklist

Productivity Solutions,
Product & Marketing

AWS 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)

One 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

One user affected (cont..)

Additional troubleshooting
Besides 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

Multiple users affected

Check
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
5

Multiple 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
6

Multiple locations affected

Additional troubleshooting
Besides the regular troubleshooting for the specific problem,
please try the following:
Try to reproduce the error at your own location with your
own equipment.

How 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

How to get the required information (cont)

Tracert 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

Thank You