Administering NEOSYS Server - Revision history

Arvind: /* Handling unexpected server shutdowns */

2018-02-28T13:12:31Z

Handling unexpected server shutdowns

← Older revision		Revision as of 13:12, 28 February 2018
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	Dear Team,		Dear Team,

	There was an unexpected shutdown on the NEOSYS server. Unexpected shutdown is a very serious issue and can cause IRREPARABLE DAMAGE to		There was an unexpected shutdown on the NEOSYS server. Unexpected shutdown is a very serious issue and can cause IRREPARABLE DAMAGE to files in NEOSYS. Fixing damaged files can be tedious, result in USER DOWNTIME and in the worst case force us to restore from backup, which can result in LOSS OF UP TO A DAY'S WORK BY USERS.
	files in NEOSYS. Fixing damaged files can be tedious, result in USER DOWNTIME and in the worst case force us to restore from backup, which
	can result in LOSS OF UP TO A DAY'S WORK BY USERS.

	If power failure is the issue, then the only solution is to buy a UPS with a CABLE and software that shuts down the server AUTOMATICALLY		If power failure is the issue, then the only solution is to buy a UPS with a CABLE and software that shuts down the server AUTOMATICALLY when the UPS runs out of battery. This is the only correct and proper solution which everybody with sophisticated computer systems MUST use since power cuts are unavoidable.
	when the UPS runs out of battery. This is the only correct and proper solution which everybody with sophisticated computer systems MUST use
	since power cuts are unavoidable.

	Is there a UPS in place? Is the software that schedules shutdowns working properly?		Is there a UPS in place? Is the software that schedules shutdowns working properly?

Arvind: /* Handling list of open ports report */

2017-06-08T10:19:14Z

Handling list of open ports report

← Older revision		Revision as of 10:19, 8 June 2017
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	==[[Procedures#Handling_.22List_of_Open_Ports.22_reports\| Handling list of open ports report]]==		==[[Procedures#Handling_.22List_of_Open_Ports.22_reports\| Handling list of open ports report]]==

	~~=== Why should HTTP port 80 not be open on my router? ===~~

	It is not advisable to expose any HTTP server for any private service on your computer network or router because HTTP is unencrypted and this means that all information regarding that service, including passwords can be observed by any malware on your LAN and internet connection. This information can then be used to install horrible software on your internal PCs.

	~~What to do?~~

	~~Use https for any internal services - and advisably on a non-standard port, not the standard https port of 443.~~

	~~For example, NEOSYS service is exposed as HTTPS (not HTTP) usually on port 4430 - not the standard https port of 443.~~

	~~Commercial hacking is getting really common with things like FIREBALL and CRYPTOLOCKER causing a lot of damage.~~

	~~It is advisable to take basic precautions pro-actively before any attack exposes weaknesses.~~

Arya: /* Why should HTTP port 80 not be open on my router? */

2017-06-08T08:58:37Z

Why should HTTP port 80 not be open on my router?

← Older revision		Revision as of 08:58, 8 June 2017
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	What to do?		What to do?

	Use https for any internal services - and advisably on a non-standard port, not the standard ~~port~~ https port of 443.		Use https for any internal services - and advisably on a non-standard port, not the standard https port of 443.

	For example, NEOSYS service is exposed as HTTPS (not HTTP) usually on port 4430 - not the standard https port of 443.		For example, NEOSYS service is exposed as HTTPS (not HTTP) usually on port 4430 - not the standard https port of 443.

Priyanka: /* Why should http port 80 not be open on my router? */

2017-06-07T10:29:42Z

Why should http port 80 not be open on my router?

← Older revision		Revision as of 10:29, 7 June 2017
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	==[[Procedures#Handling_.22List_of_Open_Ports.22_reports\| Handling list of open ports report]]==		==[[Procedures#Handling_.22List_of_Open_Ports.22_reports\| Handling list of open ports report]]==

	=== Why should ~~http~~ port 80 not be open on my router? ===		=== Why should HTTP port 80 not be open on my router? ===

	It is not advisable to expose any ~~http~~ server for any private service on your computer network or router because ~~http~~ is unencrypted and this means that all information regarding that service, including passwords can be observed by any malware on your LAN and internet connection. This information can then be used to install horrible software on your internal PCs.		It is not advisable to expose any HTTP server for any private service on your computer network or router because HTTP is unencrypted and this means that all information regarding that service, including passwords can be observed by any malware on your LAN and internet connection. This information can then be used to install horrible software on your internal PCs.

	What to do?		What to do?
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	Use https for any internal services - and advisably on a non-standard port, not the standard port https port of 443.		Use https for any internal services - and advisably on a non-standard port, not the standard port https port of 443.

	For example NEOSYS service is exposed as ~~https~~ (not ~~http~~) usually on port 4430 - not the standard https port of 443.		For example, NEOSYS service is exposed as HTTPS (not HTTP) usually on port 4430 - not the standard https port of 443.

	Commercial hacking is getting really common with things like FIREBALL and CRYPTOLOCKER causing a lot of damage.		Commercial hacking is getting really common with things like FIREBALL and CRYPTOLOCKER causing a lot of damage.

	It is advisable to take basic precautions pro-actively before any attack exposes weaknesses.		It is advisable to take basic precautions pro-actively before any attack exposes weaknesses.

Priyanka: /* Handling unexpected server shutdowns */

2017-06-07T10:20:53Z

Handling unexpected server shutdowns

← Older revision		Revision as of 10:20, 7 June 2017
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	</pre>		</pre>

			==[[Procedures#Handling_.22List_of_Open_Ports.22_reports\| Handling list of open ports report]]==

			=== Why should http port 80 not be open on my router? ===

			It is not advisable to expose any http server for any private service on your computer network or router because http is unencrypted and this means that all information regarding that service, including passwords can be observed by any malware on your LAN and internet connection. This information can then be used to install horrible software on your internal PCs.

			What to do?

			Use https for any internal services - and advisably on a non-standard port, not the standard port https port of 443.

			For example NEOSYS service is exposed as https (not http) usually on port 4430 - not the standard https port of 443.

			Commercial hacking is getting really common with things like FIREBALL and CRYPTOLOCKER causing a lot of damage.

			It is advisable to take basic precautions pro-actively before any attack exposes weaknesses.

Arvind: /* Clearing File Locks */

2017-04-10T12:21:52Z

Clearing File Locks

Arvind: /* Clearing File Locks */ Location of sample email needs to be changed

2017-04-10T09:03:35Z

Clearing File Locks: Location of sample email needs to be changed

← Older revision		Revision as of 09:03, 10 April 2017
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	==Clearing File Locks==		==Clearing File Locks==
	Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However NEOSYS doesn't know as to when the user has closed the window and locks the file and will release it after 5 minutes of consecutively not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".		Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However, NEOSYS doesn't know as to when the user has closed the window and locks the file and will release it after 5 minutes of consecutively not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".

	If the document was being created and the user closed the window without saving the document, then the message would be "<document name> is being created by XXXX. You cannot view or update it until they have finished or cancel."		If the document was being created and the user closed the window without saving the document, then the message would be "<document name> is being created by XXXX. You cannot view or update it until they have finished or cancel."
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	DELETE LOCKS filename*key		DELETE LOCKS filename*key

			===Sample email to send to users who face "Document is being updated" message===
			<pre>
			This message means that the user is already editing this document on another window/tab of their browser.

			If this document is not open on any browser window/tab of the user, then this message will appear if the user had closed the browser window/tab without Saving and Releasing/Closing the document he was editing. This lock gets automatically removed after 5 minutes, and the user will be able to edit the document again.

			To prevent this from happening, we always recommend that users periodically Save the document they are editing and click the "Release" button, or the Close button (or simply press Esc button on the keyboard), before closing the browser tab/window.
			</pre>

	== Scheduling a reboot of the server ==		== Scheduling a reboot of the server ==

Arvind: /* Clearing File Locks */

2017-04-10T08:45:46Z

Clearing File Locks

← Older revision		Revision as of 08:45, 10 April 2017
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	Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However NEOSYS doesn't know as to when the user has closed the window and locks the file and will release it after 5 minutes of consecutively not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".		Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However NEOSYS doesn't know as to when the user has closed the window and locks the file and will release it after 5 minutes of consecutively not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".

	Sometimes, a user might keep a document open in a window and might lock & leave his workstation, and as such the file is locked by NEOSYS, till he releases the document. In this case ~~also~~ the user gets the above ~~mentioned email~~.		If the document was being created and the user closed the window without saving the document, then the message would be "<document name> is being created by XXXX. You cannot view or update it until they have finished or cancel."

			Sometimes, a user might keep a document open in a window and might lock & leave his workstation, and as such the file is locked by NEOSYS, till he releases the document. Even in this case, the user gets the message mentioned above.

	Instead of going ahead with directly clearing the file locks, Support should follow the below procedure:		Instead of going ahead with directly clearing the file locks, Support should follow the below procedure:

	NEOSYS Support should avoid doing manual work checking and clearing locks until at least 30 mins after the original event. This is because locks have a 10 minute AUTOMATIC expiry time and therefore cannot remain locked unless some window (perhaps hidden or lost on some workstation) is extending the lock time or there is an error with the server clock.		NEOSYS Support should avoid doing manual work checking and clearing locks until at least 30 mins after the original event. This is because locks have a 5 minute AUTOMATIC expiry time and therefore cannot remain locked unless some window (perhaps hidden or lost on some workstation) is extending the lock time or there is an error with the server clock.

	# Do not address the issue until at least 30 minutes have passed from original issue		# Do not address the issue until at least 30 minutes have passed from original issue

Arvind: /* Handling unexpected server shutdowns */

2016-10-30T07:24:36Z

Handling unexpected server shutdowns

← Older revision		Revision as of 07:24, 30 October 2016
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	Dear Team,		Dear Team,

	There was an unexpected shutdown on the NEOSYS server. Unexpected ~~shutdowns~~ is a very serious issue and can cause IRREPARABLE DAMAGE to		There was an unexpected shutdown on the NEOSYS server. Unexpected shutdown is a very serious issue and can cause IRREPARABLE DAMAGE to
	files in NEOSYS. Fixing damaged files can be tedious, result in USER DOWNTIME and in the worst case force us to restore from backup, which		files in NEOSYS. Fixing damaged files can be tedious, result in USER DOWNTIME and in the worst case force us to restore from backup, which
	can result in LOSS OF UP TO A DAY'S WORK BY USERS.		can result in LOSS OF UP TO A DAY'S WORK BY USERS.

Arvind: /* Handling unexpected server shutdowns */

2016-01-04T07:15:41Z

Handling unexpected server shutdowns

← Older revision		Revision as of 07:15, 4 January 2016
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	Client servers might experience unexpected shutdowns due to power failure, faulty UPS or other reasons at client site.		Client servers might experience unexpected shutdowns due to power failure, faulty UPS or other reasons at client site.

	Unexpected shutdowns are noticed in the server System Logs usually after a failed backup or frequent server down trends on Nagios~~. Filter the system logs by event ID "6008" to view all unexpected shutdowns in the past and look for any pattern~~.		Unexpected shutdowns are noticed in the server System Logs usually after a failed backup or frequent server down trends on Nagios.

	Support staff MUST proactively escalate this issue to Client IT immediately so that they take action and fix the issue ~~which~~ caused the unexpected shutdown. Email them the sample mail below along with screenshots as proof. CC every one from nightly backup list, so that client IT feels the pressure to fix things. Ensure that client IT confirms that the issue is resolved.		To view all the times that the server has unexpectedly shutdown (as shown in the screenshot below), in System Logs click Filter Current Log and enter event ID "6008".

			[[File:Unexpected shutdown.png]]


			Support staff MUST proactively escalate this issue to Client IT immediately so that they take action and fix the issue that caused the unexpected shutdown. Email them the sample mail below along with screenshots as proof. CC every one from nightly backup list, so that client IT feels the pressure to fix things. Ensure that client IT confirms that the issue is resolved.

	As soon as Support re gains access to the server, do not start any processes on the server and make the Client wait until a proper check is carried out for any damage done.		As soon as Support re gains access to the server, do not start any processes on the server and make the Client wait until a proper check is carried out for any damage done.
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	</pre>		</pre>

	~~<b>Sample Screenshot</b>~~

	~~[[File:Unexpected shutdown.png]]~~

← Older revision		Revision as of 12:21, 10 April 2017
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	==Clearing File Locks==		==Clearing File Locks==
	Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However, NEOSYS doesn't know ~~as to~~ when the user has closed the window and locks the file and will release it after 5 minutes of ~~consecutively~~ not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".		Due to many reasons, while a user is working on a document in NEOSYS, the window/system may hang and he might close the window. However, NEOSYS doesn't know when the user has closed the window and locks the file and will automatically release it after 5 minutes of not getting a response. The user meanwhile would get a message "Document is being updated by XXXX. Open for viewing only?".

	If the document was being created and the user closed the window without saving the document, then the message would be "<document name> is being created by XXXX. You cannot view or update it until they have finished or cancel."		If the document was being created and the user closed the window without saving the document, then the message would be "<document name> is being created by XXXX. You cannot view or update it until they have finished or cancel."
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	Instead of going ahead with directly clearing the file locks, Support should follow the below procedure:		Instead of going ahead with directly clearing the file locks, Support should follow the below procedure:

	NEOSYS Support should avoid doing manual work checking and clearing locks until at least 30 mins after the original event. This is because locks have a 5 minute AUTOMATIC expiry time and therefore cannot remain locked unless some window (perhaps hidden or lost on some workstation) is extending the lock time or there is an error with the server clock.		NEOSYS Support should avoid doing manual work of checking and clearing locks until at least 30 mins after the original event. This is because locks have a 5 minute AUTOMATIC expiry time and therefore cannot remain locked unless some window (perhaps hidden or lost on some workstation) is extending the lock time or there is an error with the server clock.

	# Do not address the issue until at least 30 minutes have passed ~~from~~ original issue		# Do not address the issue until at least 30 minutes have passed since the original issue
	# Get a second screenshot from the user if the problem continues		# Get a second screenshot from the user if the problem continues
	# IF all workstations have been REBOOTED to ensure no hidden or lost windows holding the record open.		# IF all workstations have been REBOOTED to ensure no hidden or lost windows holding the record open.
	# Get the List of Documents in Use		# Get the List of Documents in Use
	# Check the Date and Time of the report to see what the server clock thinks the time it and if wrong, ensure that the server clock is updated from the internet automatically.		# Check the Date and Time of the report to see what the server clock thinks the time is and if wrong, ensure that the server clock is updated from the internet automatically.
	# Check the "Date Time Locked" and "Date TimeLock Expires" columns for the offending record. This will tell you when the lock will expire and also indicate if it is being relocked by some hidden or lost window.		# Check the "Date Time Locked" and "Date TimeLock Expires" columns for the offending record. This will tell you when the lock will expire and also indicate if it is being relocked by some hidden or lost window.
	# Draw some conclusion about why the lock APPEARS to remain in place from the above.		# Draw some conclusion about why the lock APPEARS to remain in place from the above.
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	If this document is not open on any browser window/tab of the user, then this message will appear if the user had closed the browser window/tab without Saving and Releasing/Closing the document he was editing. This lock gets automatically removed after 5 minutes, and the user will be able to edit the document again.		If this document is not open on any browser window/tab of the user, then this message will appear if the user had closed the browser window/tab without Saving and Releasing/Closing the document he was editing. This lock gets automatically removed after 5 minutes, and the user will be able to edit the document again.

	To prevent ~~this~~ from ~~happening~~, we always recommend that users periodically Save the document they are editing and click the "Release" button, or the Close button (or simply press Esc button on the keyboard), before closing the browser tab/window.		To prevent documents from getting locked, we always recommend that users periodically Save the document they are editing and click the "Release" button, or the Close button (or simply press Esc button on the keyboard), before closing the browser tab/window.
	</pre>		</pre>