Admin: Troubleshooting

All server side issues are logged in the Log table in the “Pulse_Logging” database.  This can be accessed via the RPI Operations Interface, which should always be the first place to look in the event of an issue occurring.

The “ProcessName” field is useful in determining whether a reported error is related to the issue you are investigating.  For example, if an interaction is failing, the process to look for would be Execution service.  Any errors from other processes may hint at related issues but will not be the direct cause of the problem.

If the error is interaction- or audience-related, then the logs of those activities in the Interaction or Audience designer interface will also give useful debugging information.

If the error is related to unexpected counts from audiences or offer activities, the SQL trace will provide useful information to explain the cause. From v1.5, the SQL trace is available within the Operations Interface.

When an exception is reported in the client user interface, there will most likely be a log entry in the client local log file—usually in “C:\temp\RPI\trace.log”.

Always study the whole stack trace for an issue since often an error is reported at several layers within the code and may be reported differently on the server and the client.

More troubleshooting tips, guides and other resources can be found online on Redpoint’s support portal at https://cdp.support.redpointglobal.com/servicedesk/customer/portals.

You may also log a service request with our support team for assistance from the same portal. 

In addition to this, you may be able to obtain troubleshooting guidance and suggestions from Redpoint power users on the community forums.