Troubleshooting missing data

Support centre asrelay › FAQs & troubleshooting
Aidan Fitzpatrick by Aidan Fitzpatrick This resource last updated

If data is not present when a user or operator expects it to be, the following checks should be made, in order.

Confirm that the end-user has a subscription through asrelay

  1. Look up their user account details or email address in your internal system. Your own database should store their subscription ID. Do they have one? If so, skip to “Confirm that the client integration is working”. If not, go to “Troubleshooting pairing”.

Confirm that the client integration is working

  1. Is your client application successfully listening to data from Reincubate’s aschannel? If you’re using the Open Source components from Reincubate, checking the system and message tables and the listener log files should give you an idea of this. If you’re using your own implementation or a mixture, you’ll have an internal tool for your operators to check. If you see any errors in the logs, be sure to check them against the technical documentation section on hosting and deployment.

  2. Has aschannel streamed any data about that user’s backup? If you’re using the Open Source components from Reincubate, checking the system and message tables should give you an idea of this. If you’re using your own implementation or a mixture, you’ll have an internal tool for your operators to check.

  3. Is there a reported outage on status.reincubate.com?

Confirm that the end-user’s installation is correct

  1. Does the user have asrelay installed?

  2. Does the user have asrelay running?

  3. Does asrelay show that the user has paired with the client’s system? If it says “Start pairing”, then it has not been.

  4. Are you confident that the end-user’s subscription is with the device that they are discussing with you, and not another one? Ie. whether they have installed on both their PC and their laptop.

  5. Does asrelay show that permission has been given to access the backup, or is it still requesting permission?

  6. If the user’s backups as password protected, has the asrelay client been provided the password, or is it still asking for one?

  7. Does asrelay show that an iTunes backup is present and recent?

  8. Has aschannel streamed any data to the client system subsequent to that backup being taken? If you’re using the Open Source components from Reincubate, checking the system and message tables should give you an idea of this. If you’re using your own implementation or a mixture, you’ll have an internal tool for your operators to check.

If some data has been streamed for that backup, yet content is not present in the client system, it indicates that the client integration did not fully capture it, and should be raised to client engineering.

If no data has been streamed for the backup, client engineers should confirm the integration is working and that there is no log data, system message, or message data about that account which may point to an integration problem. If there is no data to indicate this, a ticket should be raised to the support team at Reincubate.

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