Troubleshooting Failures and Reading Logs

1. Troubleshooting Failures and Reading Logs Lyndon Bethel

2. Agenda • General advice. • Handling DTM infrastructure issues. • Handling test-specific issues: • When the job hangs, find out why. • When the job fails, find and review the test log. • When there are missing test logs, find out why. • Find further free specific test advice. • Getting additional help. • Questions.

3. General Advice • Do not delete or change client hardware during testing or before creating the cpk file. • Before deleting a client from the pool, make the client unsafe: • Afterwards uninstall the client. • Before starting another submission using the same client on another operating system, complete the submission. • Make sure the driver is loaded on the client, load the INF through the device console (by using the driver package), and select a device if required: • For unclassified check, show hidden devices if your device does not appear after loading the INF. • Launch all tests intended for logo through the device console: • (Submission view only). • Do not use the job monitor rerun option.

4. General Advice • Double-check test and submission status for failing jobs by using the DTM submission status window or the DTM log viewer (not job monitor). • Avoid generic VGA drivers for video and other old or de-featured drivers; load advised system bios and drivers. • Do not log on with your own account or change the auto logon settings on the client. • Do not alter or changes jobs in the database. • Do not place errata numbers in the Readme without getting them from Microsoft directly. • Change the default option in the operating system (computer properties advanced shutdown settings) to not reboot on crash (makes blue screen obvious).

5. General Advice • DO NOT USE RERUN! (your test may fail or pass in error) • DO NOT SCHEDULE LOGO JOBS OUTSIDE SUBMISSION VIEW! (do not use machine, driver, or device view)

6. General Advice • Additional setup steps : • Install all infrastructure QFEs such as 0304 and specific QFEs that are applicable. Windows Logo Kit - QFE Updates: http://www.microsoft.com/whdc/DevTools/WDK/WLK/WLKQFE.mspx • Download and apply current DTM Errata filters: • Log on to Winqual account. • Click Windows Logo Programs > Hardware > Create a Logo Submission. • Click the WHQL Updated Filters link. • Download and Install the DTM Log Viewer. Download Logo Tests, Procedures, and Forms: http://www.microsoft.com/whdc/whql/WHQLdwn.mspx

7. Further General Advice • DTM Studio Help File (within the Studio): • http://www.microsoft.com/whdc/whql/resources/WHQLann.mspx#EA5AE • Newer docs here--Microsoft Connect site updated as often as bi-weekly. • https://connect.microsoft.com/availableconnections.aspx • If new DTM setup videos (need an update): • http://www.microsoft.com/whdc/DevTools/WDK/DTM.mspx • If new system tester (DTM System Step-by-Step document) with screenshots: • http://www.microsoft.com/whdc/DevTools/WDK/DTM.mspx • WLK Install documents (located on the DTM Controller): • Install.htm • RelNote.htm • TroubleShooting.htm • Manual.htm • Read and subscribe to the logo team’s WHQL Newsletter: • http://www.microsoft.com/whdc/whql/resources/WHQLann.mspx#EA5AE

8. General DTM Infrastructure Issues • Controller installation fails. • Client installation fails. • Studio installation fails: • (Almost never happens--no advice) • DTM Studio issues: • Tests went away or expected tests are not there. • Tests banged out. • MCU policy stalled or hung. • All jobs fail without logs. • Client does not appear. • Anti-tampering. • Jobs hung in scheduler.

9. DTM Controller Installation Failed • Review the DTM documentation (install.htm) and double-check that prerequisites are being met. • Review the DTM Controller installation log: • DTM controller installation log files are created in the user’s respective %temp% directory. • All log files are captured with the format “WDK*.log”. • Review the file named WDKControllerInstall.log. • The first instance of “return value 3” is the likely cause. • Restart installation with a clean operating system, before seeking help. • Use Express installation; this is recommended.

10. DTM Controller Installation Failed • Common problems: • Installation is being attempted on a non-supported configuration. • Windows Server 2003 Active Directory is not configured on the domain in a domain setup. • In a domain setup, customer not installing by using a domain user account with administrative rights: • Not a domain administrator or default administrator. • Tip: Diagnosing some of these problems is faster and easier by checking prerequisites rather than scanning the installation log.

11. DTM Client Installation Failed • Review the DTM documentation (Studio Help file) and double-check that prerequisites are being met. • Review the DTM Client installation log: • DTM controller installation log files are created in the user’s respective %temp% directory. • All log files are captured with the format “WDK*.log”. • Review the file named WDKClientInstall.log. • Look for error or failure in the log. • Restart installation with a clean operating system, before seeking help.

12. DTM Client Installation Failed Common problems: • Firewall is present and port needed by DTM is blocked. • Machine is not visible in the default pool after installation: • Client was set up by using the IP address of the DTM Controller instead of the DTM Controller name. • Machine is going into a debug state after installation when jobs are first run: • Machine was not made unsafe when uninstalling the DTM client. • Machine is being dual-booted without completing before submission and uninstalling client: • Client wttservice log should be checked for these issues.

13. Troubleshooting Studio Issues • Tests went away or are not there: • Refresh gatherer data by restarting the wttsvc and restarting Studio. • Make sure you have loaded drivers. • Tests can’t launch (are banged out!): • Check applicable troubleshooting section of your logo program. • You may need to fill in device info or refresh gatherer data. • MCU policy stalled (device console says it hasn’t finished): • Check that the machine is not going into debug state; clear the clients ID key by making client unsafe. • Most tests fail without logs: • Check that client is autologged or recreate the account (instructions on DTM Bill Pittman newsgroup thread).

14. Troubleshooting Studio Issues • Client does not appear: • Make sure you haven’t used query builder to change the default representation of machines by filtering the client from view. • Anti-tampering: • Do not use Job Explorer to edit jobs in error, if you do create a copy in your own branch (note)to experiment. • Have seen one issue where this is triggered in error via a job (SPARTA). • Jobs hung in scheduler: • Check the scheduler error report by clicking the machine in Job Monitor and selecting View Errors.

15. Handling Test-Specific Issues • Handling test-specific issues: • When the job hangs, find out why. • There are two types of hangs: • Job hang in scheduler: • Review scheduler error report. Job may be running outside submission view and is not intended to be run against what you are testing. • Test never finishes: Usually not a test bug but you must contact DTM support help with this. Seen in crashdump (possible driver issues). Seen in common scenario (usually machine never wakes).

16. Handling Test-Specific Issues • When there are missing test logs, find out why: • Review the result report for parent and child job results. • Check the order of failure for what failed first. • Check test parameters within result report. • If all else fails, launch from the command line but make sure you duplicate all crucial dependent tasks such as enabling verifier. • Understand the job (view the job in Job Explorer, understand what is occurring, and so on). • Experiment (but first copy the job to your own branch).

17. Handling Test-Specific Issues • When the job fails, find, and review the test log: • - DEMO - • Several ways : (Browse job logs, view task logs, and use the DTM log viewer.) Ignore file signature and check driver hash task results or tasks that do not roll up their results or fail and stop other tasks.

18. Find Further Free Specific Test Advice • Check updated test documentation on the Connect site. • For storage check, Eric’s storage blog and video: • http://blogs.msdn.com/storwdk/archive/2006/10/05/Diagnosing-failures-in-DTM.aspx • Check the DTM newsgroup: • http://www.microsoft.com/communities/newsgroups/list/en-us/default.aspx?dg=microsoft.public.development.device.drivers.dtm&cat=en_us_7CF920C0-483A-5AF9-37A8-BB5310F0ACF4&lang=en&cr=us

19. Getting Additional Help • Contact CSS: • If the problem is a Microsoft issue, you will not be charged. • Contact info: • As of February 1, 2007, DTM support is being handled via standard Microsoft product support channels. The Web form previously used for DTM case creation is no longer accepted. • Customers with a Premier support contract should work with their TAM to open support incidents. • For non-Premier customers, Professional Support options are listed at http://support.microsoft.com/oas/default.aspx?Gprid=7289 including phone numbers and pricing information.

20. Disclaimer © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.