Forum Moderators: DixonJones
On April 22nd Webtrends stopped analzing data. Even if I do a new report and analyze data from january (that had been analyzed before) it is not analyzing it. The reports just gives
Analysis failed unexpectedly.
when I look at the profile status.
I contacted Webtrends and got a tracking number but no response.
Anybody else having problems with an older Webtends version?
No the licence did not run out of limits (the licence has unlimited pageviews...). The only thing it is telling me is that there are 2 activations while my limit is 1 but this has been there for quite a while. There is no other activation I know of other than the software beeing on a new server for about 6 months now. The software is still on the old PC but has never been run since it is on the new PC (nor is the webtrends service running in the background). So you think this might be the problem? Then they would have changed their policy as Webtrends stopped analyzing only recently.
Where can I find the Scheduler's Status page? In case you meant the status logs here they are (an example of a new profile where I tried to re-analyze data from 2003 as it did not work with data from this year):
May-13-2005 15:36:59: The profile has been prepared for reanalysis.
May-13-2005 15:36:59: =-=-=-= Initializing profile =-=-=-=
May-13-2005 15:36:59: Reverse DNS disabled.
May-13-2005 15:36:59: Logfile analysis period is every 1 hours, 00 minutes.
May-13-2005 15:36:59: Profile initialization successfully completed.
May-13-2005 15:37:00: 51's next analysis is Fri May 13 16:00:00 2005.
May-13-2005 15:37:03: =-=-=-= Initializing profile =-=-=-=
May-13-2005 15:37:03: Reverse DNS disabled.
May-13-2005 15:37:03: Logfile analysis period is every 1 hours, 00 minutes.
May-13-2005 15:37:03: Profile initialization successfully completed.
May-13-2005 15:37:04: 1 member(s) found in log list.
May-13-2005 15:37:04: 1 member(s) remain to be analyzed:
May-13-2005 15:37:04: Using log file C:\Software\Logfiles\web03.log:
May-13-2005 15:37:04: Estimated Number of Reports (27) Estimated Disk Space Required (65.92MB)
May-13-2005 15:37:04: The Custom Table profile JWyu9Y6WPP5 has been significantly changed since the last analysis.
May-13-2005 15:37:04: Deleting all historical data for Custom Table profile JWyu9Y6WPP5 - re-analysis required to restore this data.
May-13-2005 15:37:04: The Custom Table profile Ot4ol9SNLo5 has been significantly changed since the last analysis.
May-13-2005 15:37:04: Deleting all historical data for Custom Table profile Ot4ol9SNLo5 - re-analysis required to restore this data.
May-13-2005 15:37:04: The Custom Table profile W6RDPaookP5 has been significantly changed since the last analysis.
May-13-2005 15:37:04: Deleting all historical data for Custom Table profile W6RDPaookP5 - re-analysis required to restore this data.
May-13-2005 15:37:04: Processing log files for profile 51.
May-13-2005 15:37:04: Processing records from Fri Dec 20 09:44:39 2002 to Fri Jan 10 09:44:39 2003.
May-13-2005 15:37:09: Analysis failed unexpectedly.
I don't think they've changed the activation policy. If you have too many activations it tends to tell you that explicitly. But to be sure maybe you should de-activate the license of the unused copy. I think it's in Admin somewhere.
You've been able to use this installation of the software to analyze logs in this location before this, right? What's different? Is this a completely new profile?
The status messages are really not very helpful.
I found the option to deactivate the licence on the old PC and on the new server it changed to 1 activation so there is nothing left out of the limit.
Nevertheless I am still not able to analyze anything. The strange thing is that nothing is different. The profiles that worked before are not analyzing anymore so it is not just one profile, I am not able to use Webtrends right now.
Frustrating! Even more as I got a tracking number from Webtrends but no response! Maybe they want to force me to start using their support plan again but from a software that cost $ 12'000 I expect to run even if it is not upgraded.
What was the solution in your case? Did the software work after upgrading or was the $3000 just for getting some support in installing it?
If your support contract has expired then you won't get an answer, but if you still are eligible for support, go into the tracker and enter a comment asking for an update if it's been more than a few days.
Meanwhile, I suggest you assume there's another reason for the problem. Are you out of disk space for example? Does this happen even if you try to analyze a very small amount of data? Can you still look at old reports?
"Dear Beat,
** YOU HAVE A NEW LOGIN FOR WEBTRENDS SUPPORT **
You are receiving this email because our records show that your organization purchased a WebTrends product with a current Support Plan which grants you access to the new WebTrends SupportNet for managing your Support Cases and accessing KnowledgeBase articles."
The support contract has expired but nevertheless I got this mail so I logged in and asked them what to do. I got a tracking number for the case on Monday and on the 11th I added a comment to Case 00233485 asking for a feedback.
If they don't want to give a feedback because the support contract expired then they could tell so but so far I got no reaction at all.
"Are you out of disk space for example? "
35 GB disk space left
"Does this happen even if you try to analyze a very small amount of data?"
I just tried to analyze just one day and took the last day of a logfile and this worked. So I could analyze 20 visits that happend to be on the end of that logfile. But as soon as I add one day more it is not able to analyze the data. So I tried it with another logfile and again it was able to analyze the few visitors at the end of it but not more.
"Can you still look at old reports?"
I can look at old reports and they are fine until April 21st but it is not analyzing data since then. If I reanalyze an old report it will not analyze it so I cannot see any data for that report anymore.
I am now installing the whole software again to see whether this helps (might take some hours because it is doing a backup first).
This data that you analyzed just now ... was it a fresh, empty profile? What date range did you tell it to analyze, and what range did get analyzed?
I once had a rogue line in a log - the year of the one line was 1 year ahead (i.e. 2006) - WT analyzed that log but then all data I gave it from then on wasn't analyzed because WT won't backfill. This kind of sounds like that situation except I think WT would give you a message about no new data to analyze.
If all your profiles are using the same logs and they all stopped on the same day, have you checked to see if the last's day's data seemed to stop at the correct time of day? If not (or even if yes) you could open the log(s) for that day and look for bizarre characters and dates such at the end of the analyzed data period.
Now I found another message in another webtrends status log:
Memory allocation failed. (Error: Out of memory)
I could not find anything about it in the Webtrends knowlege base.
The server has 35 GB memory left on the hard-drive and the 3 GB RAM is only used for Webtrends. The computer is 6 months old and working fine otherwhise. This should be enogh to analyze a few hundred visitors (which it did not do when I tried).
Anybody knows what this error message could mean?
(By the way, Google seems to have the same problem as I have. If you search for memory allocation on google look at the adwords...)
"Are all of these profiles dealing with the same log file set? Did they all stop analyzing on the same day? "
They stopped at the same day.
"This data that you analyzed just now ... was it a fresh, empty profile? What date range did you tell it to analyze, and what range did get analyzed? "
I tried different version. Using old profiles, creating frewh, empty profiles, creating new log data sources, using different logfiles.
Among others I used logfiles that Webtrends has been able to analyze in past months or years. Creating a new profile Webtrends was not able to analyze it anymore.
Also I tried e.g. a logfile containing one week of data ending on May 8th. On May 8th only a very short time was logged in that file (about 20 visitors). When I set the profile to analyze from May 8th it worked but when I analyzed from May 7th it didn't.
You might want to add what you've done, plus that error message, as a comment to your service request.
I assume you've rebooted the WebTrends machine at some point? Just checking, you've probably done it several times.
Have you looked at the memory (not hard disk storage, but RAM) usage using Task Manager (Processes, Mem Usage)? Look at what's taking up the most memory and evaluate whether it's unusual.
Also when in Task manager check to be sure you don't accidentally have an extra copy of any of the WT processes running. I think wtrs.exe was the one that kept doubling on me when I used 6. The extra copy persists even when restarting the server, though it seems a little far-fetched to think it can survive a reinstall. Still, alphabetize the running processes and look for doubles that start with wt.
Let me get at my notes tomorrow.
The WebTrends computer is rebooted maybe 1 - 2 times a month.
I looked at the memory and memory usage was about 50 - 54 %, the maximim I saw was 64 % so it never ran out of memory. A profile will try to analyze for maybe 3 seconds before I get the error message with status "Analysis failed unexpectedly." But during that time memory is not used more than 64 % of the 3 GB RAM.
No file is using more than 24 MB memory and I did not realise anything unusual. wtrs.exe only runs once on the machine but when I start the re-analyzing process of a profile then it apears 2 times. Once it even appeared 3 times but maybe this was because I set "Maximum number of simultaneous analyses:" to two (a setting that was there since the softwae is on this computer). Now I set it to 1 simultaneous analyses and have wtrs.exe running once (or twice for the few seconds when the system is trying to analyse the logfile).
Here's another dumb question that I have to ask, even though I know that you're an advanced user --- the profiles still have a start-analysis-date of "all logfiles" right? I once had issues with these dates resetting by themselves to today's date.
(use the quotes around the phrase when searching)
"Try ending the wtrs process that's running before you kick off an analysis. "
Does not work, I get an error message that the server is not running if wtrs.exe is not running when I am starting an analysis.
"the profiles still have a start-analysis-date of "all logfiles" right?"
What do you mean by that? I tried analysing with "From Start of Logfile(s):" and with a restriction to start on a specific date.
Is there an option to set a start date for all profiles?
"have you seen the KB article that comes up when you search on "memory allocation failed" in the KB?"
I tried what was mentioned there but could not find a solution that solved the problem.
Thank you again for your help!
One possibility is that one of your RAM modules is going bad. It's not easy to detect, and is best done through a bench test (expensive). An alternative is to replace the RAM modules one by one and see if the problem is fixed.
Another possibility is that your files are now bigger than your RAM and processor can handle. Here are things to try:
1. Get rid of status logs - erase, rename, or move them. They are in WebmasterWorldtx/datfiles/statuslogs. If they are over 100 MB they are too big (over 50 MB is too big in v.7)
2. Reduce the maximum amount of data being processed at one time. This setting is in WebmasterWorldtx.ini, and may be called either maxanalysisdays (should be set to no more than 1) or maxanalysismins (can be 1 to 1440). You can reduce the number of days or minutes, or you can substitute the word "maxanalysismins" where it now says "maxanalysisdays". If you change "days" to "mins" of course you should change the number accordingly.
3. Reduce the number of custom reports in any given profile. The load caused by custom reports is variable and depends on the number of dimensions, measures, and filters in the custom reports. Try to have no more than 20.
4. Reduce the size of the logs you're processing. If they contain lines for .jpg, .gif, .css, .js, or other unanalyzed file types, get rid of those lines before giving the log to WebTrends. This is because WT reads the entire log into RAM when processing.
5. If you are using parent-child profiles, it's essential that you use version 6.1c SP1. If you have more than 100 children per parent, that could be your whole problem, even with 6.1c SP1.
6. If your WT machine uses Windows 2000 Server Advanced or 2003, make sure that WT has access to the whole 3 GB. There's a boot switch called the 3GB switch that should be turned on --- this will allow the full 3GB to be used by one process, namely WT.
Okay, Bea, you have a couple hours of work exploring these. Let me know!
I know nothing about WebTrends, but I am guessing this is not what you meant to say ;)
so, very slowly ... the filename is
w t m _ w t x . i n i
Unable to open a new browser window. Please check that no windows are prompting for data
Haven't followed up on it yet but a reboot didn't help.
1. Get rid of status logs - erase, rename, or move them.
One was over 1 GB but even after deleting them all I was still not able to analyse data.
2. Reduce the maximum amount of data being processed at one time.
Done, did not help.
3. Reduce the number of custom reports in any given profile.
Only with no custom reports at all it started to analyze data again. As my main use of Webtrends lies within those custom reports this is not a solution but at least I know a reason. Why it worked with 51 custom report in April and is not working with 5 custom reports now still has to be explained...
4. Reduce the size of the logs you're processing.
I tried it with a logfile of 7447 KB which should be small enough but it did not help.
5. If you are using parent-child profiles
not using that
6. If your WT machine uses Windows 2000 Server Advanced or 2003
It is running under XP professional.
I was contacted by Webtrends due to my ticket and they sugested to increase the debug-level but this did not bring us further.
After changing some performance settings the analysis started again if I deleted at least 10 custom reports. Because of that Webtrends wants to close the case but I am still waiting for them to explain why the profiles worked with all custom reports in April and then suddenly stopped analyzing.
As long as memory... is enough there should be no limitation in the number of custom reports that are possible.
So I am able to use Webtrends again but I am still not able to get all reports I had in April.
They definitively changed something on their side otherwhise the software would not work differently than some months ago. After every mail I got from support they closed the case though they gave no solution. So each time I opened the case again asking for a solution. Now as they disabled this option without any further notice I guess they are not interested in finding a solution.
I am still not willing to put a $ 12.000 software in the trash bin but I am definitively looking for other vendors now.
