Introduction

This guide provides troubleshooting instructions for CTLive and is intended for Tier 1 and Tier 2 support. If the issue cannot be resolved through preliminary checks, a ticket on IRRTBUGS project should be created to involve R&D.

Preliminary Checks

Before opening a ticket, perform the following checks:

Infrastructure Status Check

Linux deployment

• Docker Compose: Ensure all containers are running using docker ps or docker compose ps in the dir containing the docker-compose.yaml (e.g. /etc/ctlive). The usual list of all ctlive modules is:

  • ctlive: core module

  • ctlivebot: connector to external bots

  • ctlivemgr: Admin UI

  • ctlivesocial: connector to social channels (excluded infobip)

  • httperror: it provides a custom http error page

  • imchannel: connector to infobip per whatsapp channel

  • mongodb: main DB containings both settings and contact data (metadeta, transcripts, attachements and images)

  • redis: memory cache to store temporarily data

  • nginx: reverse proxy

• System Resources: Monitor CPU, memory, and disk space using top, free -m, and df -h.

Log Inspection

Application logs contains important info and most of the time shows the cause of the issues

In a docker compose deployment, they can be checked launching the following command in the base dir (/etc/ctlive)

docker compose logs <container_id> -t | less

Refer to the dedicated page for additional info

Nginx

Format

It logs all the incoming http requests. It uses a fixed format:

nginx  | 10.10.10.10 - - [27/Feb/2025:15:44:57 +0000] "POST /imchannel/agm/message HTTP/1.1" 200 28 "-" "java/socket" "-"

It shows the:

• modulename

• timestamp ( check the timezone)

• the request method (GET, POST, OPTIONS)

• url

• status code (200 OK, 404 Not Found, 503 Service Unavailable etc)

• response length

• Referer (the main page requesting the URL)

• User-Agent

• x_forwarded_for

Use cases

Check if messages are incoming from social channels: Looks for /imchannel or /ctlivesocial

Check for not 200 status codes

Error messages

Besides the access log, nginx reports also internal errors like the following

nginx  | 2025/02/27 14:13:38 [error] 19#19: *4519 connect() failed (111: Connection refused) while connecting to 
upstream, client: 10.10.10.10, server: , 
request: "GET /livechat/socket.io/?EIO=4&transport=polling&t=fd6wt5m8 HTTP/1.1", 
upstream: "http://10.10.0.10:3009/livechat/socket.io/?EIO=4&transport=polling&t=fd6wt5m8", 
host: "ctlive", 
referrer: "http://ctlive:17002/"

It reports that nginx is not able to proxy the request to the internal service (upstream) for a connection refused error.

CTLive

• CTLive: View application logs using docker logs <container_id> or kubectl logs <pod_name> -n <namespace>.

• MongoDB Database: Check logs for errors using docker logs <mongo_container_id>.

• Nginx: Inspect access and error logs at /var/log/nginx/access.log and /var/log/nginx/error.log.

• Redis: Verify connectivity and availability using redis-cli ping.

2.3 Connectivity Check

• Network Testing: Verify service reachability using ping, telnet, curl, or nc.

• Database Connection: Use a MongoDB client (mongosh) to confirm connectivity.

2.4 Functional Application Testing

• Check if the issue is reproducible by accessing CTLive.

• Test with different credentials and user accounts.

• Look for error messages in the frontend.

3. Creating a Jira Ticket

If the issue persists after preliminary checks, open a ticket in the IRRTBUGS project on Jira, including the following details:

• Clear problem title

• Detailed description with steps to reproduce the issue

• Screenshots and/or error logs

• Results of preliminary checks

• Customer impact (e.g., number of users affected, severity of the issue)

4. Escalation

If the ticket does not receive a response within the SLA timeframe, directly contact the R&D representative via Slack or email.

5. Useful Contacts

• Internal Support:

• R&D Escalation: <R&D email>

• Support Slack Channel:

By following these guidelines, the support team can ensure efficient handling of issues encountered in CTLive.