Information Required by ecopy ShareScan support

Transcription

1 Contents When opening a Service Request please provide the following information: Product Name and Version:... 2 Serial Number or Product Key of ShareScan (Software and/or Hardware):... 3 Operating System and Version:... 4 Changes in the environment since the problem began:... 4 Steps to recreate the issue:... 4 Export ShareScan trace file:... 5 Export ecopy ShareScan configuration files:... 8 Date & Time of last occurrence: Devices Impacted including Make/Model: Steps taken to resolve the issue: P a g e

2 When opening a Service Request please provide the following information: Product Name and Version: ShareScan v5.x version Open the ShareScan Administration Console Press the i button in the upper left-hand corner Capture the version number of the Console and the Manager ShareScan v4.3.5 or older version Open the ShareScan Administration Console Open ShareScan manager Console Click Properties under System Information Click the General tab Capture the version number of the Console and the Manager 2 P a g e

3 Serial Number or Product Key of ShareScan (Software and/or Hardware): ShareScan v5.x version Click the Licensing button on the Home tab Capture the license key number If you have a manager where multiple keys are listed, press the Licesne report button and export the licenses to a.dmp file ShareScan v4.3.5 or older version In System Information, click the Licensing submentu Capture the license key number If you have a manager where multiple keys are listed, press the Report button and export licenses to an XML file. 3 P a g e

4 Operating System and Version: Press window Start button Type MSINFO32 in the Search field and press Enter In the System Information window, click the File menu Click Save [Crtl+S] and save file in NFO format to the desktop Changes in the environment since the problem began: Provide all relevant information on changes and modifications on the system, [e.g.: Windows updates, changes to the hardware, changes to the hostname, join to the domain etc...] Steps to recreate the issue: Please provide us with a step-by-step procedure that will help us reproduce the issue Describe the workflow to reproduce the issue: - step 1 - step 2 - step 3 - etc... 4 P a g e

5 Export ShareScan trace file: ShareScan v5.x version In the "Services" tab, click "Tracing" Follow the numbered steps in the diagram below to configure tracing The RSD trace required when ShareScan is installed in a ScanStation environment. Set the Trace File size to 500MB 2, Delete Trace Files 3, Save 4, Reproduce issue 5, Export logs 5 P a g e

6 Export the logs Screenshot made at ShareScan v5.2. If you use lower version Process dumps window is not availabe. Before you press the Export button check the following settings: Troubleshooter logs at Sources window Device Ipaddreses at Devices window. Check the devices where the issue occurs. This is the device log. Multiple devices can be selected Please do not include Process Dumps to the export. This files are required for on request. Attach the exported.zip file to the Ticket. 6 P a g e

7 ShareScan v4.3.5 or older version Set System Trace o Open the ShareScan Administration Console o Click "Properties" under "System Information". o Click the "Tracing" tab. o Enable Tracing. Set the directory and set log size minimum KB The file name will be of the format: ecpysystem_mmddyyyy.log where MM is the month, DD is the date, and YYYY is the year. Set Connector Trace o Open ShareScan Administration Console. o Click "Connector" than choose the specific connector o Click the "Services submenu than click on "Tracing" tab and enable Tracing o Set to create a "Daily File" o Set the location of the connetor trace. Reproduce the issue Export Activity Monitor logs o Click on "Activity monitor" under "System information" o Verify the issue is mentioned as an activity in the "Activity monitor" o Right-click the window and select "Send to file" from the context menu Please make sure that you attached to the ticket the following: o System Trace o Connector Trace o Activity Monitor logs 7 P a g e

8 Export ecopy ShareScan configuration files: ShareScan v5.x version Open the ShareScan Administration Console Click the "Advanced" tab Click the "Tools" button and select "Profile Tool" Right click the"manager" and select "Export all settings and profiles" from the context menu Please attach both the connector.profile and services.profile files to the ticket ShareScan TroubleShooter Find the" ShareScan TroubleShooter" application in Start Menu All programs ecopy Applications ShareScan 5.x "ShareScan Troubleshooter" Choose "Full check" and hit "Start check" button When the check has completed "Save result" in the "Check result" drop down menu. 8 P a g e

9 Please attach the"checkresult.xml" file to the ticket. ShareScan v4.3.5 or older version Open the ShareScan Administration Console Right click "ShareScan" or the Manager Select Export / Import Utility from the context menu Select "Export Configuration" under "Operation Type": Select "All files" in Data and All in Images the "Chose items under folders" Set the destination folder in "Choose a folder for export" 9 P a g e

10 Zip the created folder hostname_of_sharescanmanager + day_of_export Attach the Zip file to the ticket Date & Time of last occurrence: List the last time when the issue occurred. The log can be large and cover several days worth of information. When the exact date and time of the last occurrence is known, finding the problem in the log becomes much easier. Devices Impacted including Make/Model: Please provide us with the exact make and model number of the affected scan device. Later we may also require the firmware version, MEAP content and the Open API version. Steps taken to resolve the issue: Which steps and procedures have been attempted to troubleshoot the issue. Please include the results of these troubleshooting steps.. 10 P a g e