Troubleshooting Methods
Start by identifying the affected scope, then decide whether the issue is client-side, network-related, service-related, data-related, or License-related.
Common Symptoms
- The issue affects one user, one device, multiple users, or all users.
- Login, messages, files, or the admin console fail.
- The problem starts after deployment, upgrade, certificate change, domain change, or restart.
What to Check First
- Failure time and impact scope.
- Client version, server address, network, and screenshots.
- Server CPU, memory, disk, ports, service status, and logs.
- Recent configuration or deployment changes.
Recommended Actions
- Reproduce the issue and record exact steps.
- Separate single-user issues from system-wide issues.
- Check client logs for single-device issues.
- Check server logs and service status for multi-user issues.
- Avoid repeated production restarts without a clear target.
Services Related to Common Issues
| Issue | Service Direction |
|---|---|
| Login '4000' or cannot get server address | 'DuliRoute' |
| Login succeeds but the client keeps reconnecting | 'DuliFront' |
| Admin console unavailable | 'DuliBackend' |
| Approval or project management unavailable | 'DuliMgmt' |
| File transfer or broken images | 'Gofastdfs' and disk space |
Basic Principles for Server Restarts
- Restart only the affected service when possible.
- Confirm impact scope before operating on production services.
- Check data services before restarting project services after server reboot.
When to Contact an Administrator or Operations Team
- The issue affects multiple users or the whole company.
- The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
- Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.