If the RabbitMQ Service Fails to Run

If the Rabbit MQ Service Fails to Run

Many Retail Pro Prism services depend on RabbitMQ being up and running. Without the RabbitMQ service running in the background, many Prism services fail to perform their function. The most common symptoms are printing and replication failures though other functionality can be affected. 

How to identify if the RabbitMQ service is running

If you suspect that the RabbitMQ service may not be currently running, you can confirm this by launching the Windows Services Management console. To do this, open the Run dialog and type in Services.msc, then press OK.

In the Windows Services Management console that appears, locate the RabbitMQ service in the list of services. Check the status.

If the RabbitMQ service is not running, attempt to start the service. If attempts are unseccessful, you should inspect the following log file:

rabbit@-.sas.log
located here:
C:\ProgramData\RetailPro\Server\RabbitMQ\log

Note: If you find that the rabbit@[HOSTNAME]-sasl.log file is larger than 500 MB, delete the file and restart the server. This will create a new, more manageable log file for you to review.

Look for the "Crash Report" entry in the log file, and check for a bad match error in the dets file.

Example:

=CRASH REPORT==== 23-Apr-2017::11:14:03 ===

  crasher:
   initial call: rabbit_recovery_terms:init/1
    pid: <0.218.0>
     registered_name: []
      exception exit: {{badmatch,
                        {error,
                            {not_a_dets_file,
                                "c:/ProgramData/RetailPro/Server/RabbitMQ/db/rabbit@[server name]-mnesia/recovery.dets"}}},

If you see an error that is similar to the above example, locate the recovery.dets file in the folder referenced in the log. If the file is 0 kb in size (and only if it is 0 kb), then follow these steps:

1. Rename the recovery.dets file to recovery.detsold
2. Reboot the Retail Pro Prism server

After this is complete, please login to Prism to confirm that the desired functionality is now working correctly. (I.e. Print a document in Prism to confirm this functionality). If you are not able to regain the desired functionality, please submit an incident to Technical Support.