Enterprise PDM - Collecting Support Information

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1 Enterprise PDM - Collecting Support Information Enterprise PDM Information Enterprise PDM is a powerful system that is well designed to manage your product data. However, this does not mean that issues do not occur. When an issue arises, it is the goal of GoEngineer to get the issue resolved in the best and quickest manner possible. Collecting system information and logs helps us to help you. SolidWorks Enterprise PDM helps to streamline the resolution process by including a wizard which makes collecting support information a breeze. I would like to show you how to use this wizard and what information is gathered. Considerations There are a few things to consider before using the Collect Support Information wizard. First, make sure that you have picked a folder, or created one, in which to place the ZIP file that will be generated. The ZIP file will contain all of the logs and settings files needed for support. Second, if you are going to be making a backup copy of the database, please make sure you have created or chosen a folder location on the SQL server in which to place the database file. This is important as the database backup cannot be automatically be copied or added to the ZIP file and must be added manually after both files are generated. Launching the Wizard To launch the Collect Support Information wizard, right click on the vault you wish to collect information for in the Enterprise PDM administration tool and choose "Collect Support Information".

2 Collect Logs and Archives The first section that is presented will allow you to choose the logs and settings to collect. Check or un-check the information you wish to provide - in most cases all items are checked - and click Next. Collect Archives The Collect Archives section allows you to include any files that are exhibiting the issue or a sample set of files testing. Clicking Add Files will let you choose single files to include and clicking Add Folder will include all files in the specified folder.

3 Once the files or folders are selected, you can also choose to include old versions of the file or subfolders. This is helpful if the issue occurred after a certain file operation or system change as the file can be viewed from before the issue was present. It is important to note the Package Size shown below the Add Files button. You may not be able to send large files and may need to make other arrangements with GoEngineer to upload the file to our FTP site.

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5 To remove files or folders, highlight the entry and click Remove. Once all files or folders have been selected for inclusion and options set, click Next. Create SQL Backup The Create SQL Backup section allows you to include a backup copy of the SQL database. This is helpful as many of the issues can be investigated by looking at the information contained in the database. Again, please have a location on the SQL server prepared for this file and note that this backup file will have to be added to the ZIP file manually once the wizard is complete. Give the backup file a name and click Next.

6 Additional Information The Add Additional Information section can be used to include any information you think will help support. This is simply a large text area in which you can type the desired message. Once you have completed the message, click Next.

7 Create Package In the Create Package section, browse to the folder location previously created or chosen and give the file a descriptive name and click SAVE. You can choose to open the containing folder once the zip file is created by checking the box located below the file location and name.

8 With all settings as desired, click Finish and the wizard will begin copying the information and adding it to the package.

9 Once all the information has been compiled and zipped, a dialog box will alert you that the wizard has completed. Final Steps If a backup of the database was made, it will need to be copied from the SQL server location and added to the ZIP file that was created. For help on adding a file to an existing zip archive, see the following link.

10 The zip archive can be ed to support if the file size is not too large (typically less than 5MB in size) or uploaded to the GoEngineer FTP site. Please contact GoEngineer support for FTP upload information. Final Thoughts Collecting support information is a relatively quick and simple process using the Collect Support Information wizard, included with the EPDM Administration tool, and can greatly assist in the diagnosis and resolution of any issues, thus reducing downtime.