Riva Insight Troubleshooting Artifacts

Applies to Riva Insight Cloud & On-Premise.

When troubleshooting issues with Riva Insight, there is a master list of artifacts that should be collected to assist the investigation.

It is critical to include the date and time of the reported problem, and to ensure that any artifacts (such as logging, etc.) clearly show the timeframe when the issue occurred.

To file a support request, contact the Riva Success Team.

 

List for Riva Insight On-Premise

List for Riva Insight Cloud


 

Riva Insight On-Premise 

Riva Insight On-Premise customers have access to the following list of artifacts:

Note: Folder paths listed below are default install locations; the actual install locations may be different in your local environment.
 

• Riva sync policy
  • Default location on Riva Sync Server: \Riva\Configuration\;
     
• Connection custom settings
  • Default location on Riva Sync Server: \Riva\Custom\
    • We recommend including the entire \Custom\ folder;
      
       
• Insight/Track configuration
  • Default Insight Server installation path: C:\Riva\Riva Insight\Insight\
     
    • App settings: {insightfolder}\App_Data\AppSettings.xml
       
    • Settings folder: {insightfolder}\App_Data\Config\OnPremise\
       
    • Insight configuration: {settingsfolder}\InsightConfiguration.xml
       
    • Track configuration: {settingsfolder}\TrackConfiguration.xml

• Insight *.config files;
  • Default location on Insight Server: C:\Riva\Riva Insight\YourApplicationName\runtime\Insight
     
• Insight Logs / WebAPI logs from Insight Server
  • Default location on Insight server: C:\Riva\Riva Insight\YourApplicationName\runtime\Logs
     
    • Main Insight log is called rivainsight-log (YYYY-MM-DD).txt
       
    • Authentication Log is called rivainsight-auth-{authtype}-log (YYYY-MM-DD).txt
       
    • WebApi Log is called webapi-{machinename}-log (YYYY-MM-DD).txt
      
      Logging levels: INFO, DEBUG, TRACE
      
      To enable server-side lower level logging:
      
       
      1. On the Insight server, in File Explorer, navigate to webApp.config.
          

      2. Add or edit the key: <add key="LoggingLevel" value="LEVEL"/>

         where "LEVEL" indicates the logging level. Examples:

         • <add key="LoggingLevel" value="INFO"/> (Enables the INFO logging mode; this is high level basic logging.)

         • <add key="LoggingLevel" value="DEBUG"/> (Enables the DEBUG logging mode.)

         • <add key="LoggingLevel" value="TRACE"/> (Enables the TRACE logging mode.)

      3. Save the file, then restart IIS Manager.

      4. To return logging levels to normal levels after troubleshooting:

         • Modify the key to:

           <add key="LoggingLevel" value="INFO"/>

         • Save the file, then restart IIS Manager.
            

• Client add-in logs / Javascript log from the affected user's browser developer console
   

To enable lower level client-side diagnostic logging (requires Insight Server version 2023.1 or higher):
 

1. On the Insight server, in File Explorer, navigate to AppSettings.xml.
    
2. Add or edit the key: <add key="Insight.ClientLogging.IsEnabled" value="true"/>
    

3. Save the file, then restart IIS Manager.

4. To return logging levels to normal levels after troubleshooting:

   • Modify the key to:
     
     <add key="Insight.ClientLogging.IsEnabled" value="false"/>

   • Save the file, then restart IIS Manager.

​​

• Windows Add-in log extraction instructions
   
• Web add-in log extraction instructions:
   
  1. With Insight context view logged in, right-click anywhere on the Insight context view panel.
      
  2. Select Inspect.
      
  3. A DevTools console window will open. Select the Console tab, and right-click any of the log entries shown. Select Save as, and save a copy locally.
      
• Fiddler trace;
   
• IIS Process dump (for performance issues);
   
• Event Viewer logs (for Windows add-in issues);
   
• Video (preferably) or screenshot of Insight context view side panel/ track panel showing the reported issue;
   
• Screenshot of About Riva Insight;
   
• Reproduction steps;
   
• Date & time that the issue occurred;
   
• Scope of the problem:
  • Who is affected? One user, a few, or all?
  • What's common to the affected users?
  • Is there any apparent difference between affected users & non-affected users?
  • What was the affected user doing at the time of the issue reported?

Riva Insight Cloud

Riva Insight Cloud customers have access to these artifacts. Our Operations Team has access to server-side configuration & logging.
 

• Client add-in logs / Javascript log from the affected user's browser developer console;
   
  • Windows Add-in log extraction instructions
     
  • Web add-in log extraction instructions:
     
    1. With Insight context view logged in, right-click anywhere on the Insight context view panel.
        
    2. Select Inspect.
        
    3. A DevTools console window will open. Select the Console tab, and right-click any of the log entries shown. Select Save as, and save a copy locally.
        
• Event Viewer logs (for Windows add-in issues);
   
• IIS Process dump ( or performance issues);
   
• Video (preferably) or screenshot of Insight context view side panel/ track panel showing the reported issue;
   
• Screenshot of About Riva Insight;
   
• Reproduction steps;
   
• Date & time that the issue occurred;
  ​​​​​​
• Scope of the problem:
  • Who is affected? One user, a few, or all?
  • What's common to the affected users?
  • Is there any apparent difference between affected users & non-affected users?
  • What was the affected user doing at the time of the issue reported?