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Troubleshooting Guidelines

Troubleshooting Guidelines

Owned by Alessandro Rovetto
Last updated: about 9 hours ago
2 min read

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

Piping the output to less is helpful to search quickly inside the files

“docker compose logs <container_id> -tf” show real-time logs. It’s recommended only during specific tests (not on production for the amount of logs expected)

Refer to the dedicated page for additional info

Nginx: log inspection

CTLive: log inspection

IMChannel: log inspection

Connection to DB

Accessing contact information often requires direct database interaction. For CTLive, this typically involves connecting to either the MongoDB or Redis database. To facilitate this, several tools and configurations are necessary, enabling efficient querying and retrieval of specific contact details. Detailed instructions and explanations on how to connect to and query these databases – MongoDB and Redis – residing on the CTLive server are available in the following articles. These articles provide comprehensive guidance on configuring the necessary tools for accessing and manipulating contact data within the CTLive system's databases.

MongoDB connection

Redis connection

Knowledge base

Before starting any troubleshooting, it is advisable to check the internal knowledge base, which may have documentation related to your issue. A detailed search could uncover an existing solution guide, potentially resolving your problem without further investigation.

Knowledge base

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

  • Component

    image-20250227-163515.png

  • Screenshots and/or error logs

  • Results of preliminary checks

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

Useful Contacts