I am new to Lookout, but my manager is asking me to give our customer an explanation on what happened to their Lookout applications. Below is the message they sent to us about the problems they experienced.
“This morning we had issues with Lookout program. XXX was the one who informed me of the problem. He said that a message stated 'Lookout.exe has generated errors, windows needs to be restarted.' The first reboot got Lookout started with no errors, but when Mark went to check the trending, there was no data, the history seemed to be wiped out. I checked the event log, and I noted down an Event ID 7031: Lookout Citadel server service terminated unexpectedly. Me and Mark looked up what Citadel was and found that it is the historical database that stores our data for access later. We gave a call to Doug W. regarding the trending history not coming up; he said to try another reboot. We did another one, and the trend history did come back up.
Anyways, just to let you know what we've encountered with SCADA01 up here. Everything seems to be running fine, we'll be monitoring it as the day progresses. One other thing, we saw a message, I believe it was in the SCADA alarms area where a message said: 'citadel database socket disconnected.' That sounds like it was the issue on the historical trends not showing up. I'll confirm with Mark if it was SCADA alarms where we saw the message. The socket connection process seems to being working since we can now see the trend history.”
Could anybody help me to explain what happened to their application that caused the problems? And is there anything they need to do to prevent it happen again in the future?
Thanks
Z. Mao
