Difference between revisions of "Send us logs"
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| − | ==General== | + | ==General Help== |
| − | If you are experiencing any issues with 360Works products, we may ask you to submit a ticket by sending an email to support@360works.com. In the email, be sure to include as many details as possible. It will help if you include the operating system, version of FileMaker, the product and the version of it this issue pertains to and steps to reproduce the issue. Additionally, it is common for us to request logs in order to troubleshoot the issue. Sending these with your initial email will expedite the support process. | + | If you are experiencing any issues with 360Works products, we may ask you to submit a ticket by sending an email to support@360works.com. In the email, be sure to include as many details as possible. It will help if you include the operating system, version of FileMaker, the product and the version of it this issue pertains to and steps to reproduce the issue. Additionally, it is common for us to request logs in order to troubleshoot the issue. Sending these with your initial email will expedite the support process. |
==How to send logs== | ==How to send logs== | ||
This will vary depending on what product you are using. Some products have an automated way of sending the logs while others will require that you manually attach the logs to an email. If the automated process does not work you will need to send the logs manually. If using the automated process, you do not need to send an additional email as the automated process will create the ticket for you as well as attach the logs. | This will vary depending on what product you are using. Some products have an automated way of sending the logs while others will require that you manually attach the logs to an email. If the automated process does not work you will need to send the logs manually. If using the automated process, you do not need to send an additional email as the automated process will create the ticket for you as well as attach the logs. | ||
| − | ==Plugins== | + | ==ALL Plugins== |
| + | '''''These instructions are for submitting a bug for ALL plugins, including but not limited to: Scribe, Email, CloudMail, Plastic, FTPeek, JDBC, Charts, Web Assistant, ScriptMaster, and SuperContainer Companion Plugin. It is the same set of instructions for any plugin you use.''' | ||
| + | |||
| + | '''''If you need help submitting for non-plugin products (tools such as MirrorSync and Zulu), please see the bottom of this page.''''' | ||
| + | |||
If you are using a plugin in FileMaker Pro, then you can use the Send Bug Report feature to send us the plugin logs and also create a ticket in our support system. To submit a bug report: | If you are using a plugin in FileMaker Pro, then you can use the Send Bug Report feature to send us the plugin logs and also create a ticket in our support system. To submit a bug report: | ||
# '''Reproduce the issue''' | # '''Reproduce the issue''' | ||
| Line 17: | Line 21: | ||
If you are seeing errors when executing plugins functions server side either via a schedule, perform script on server script step, or in web direct, you will need to submit your logs manually as there is no mechanism for sending a bug report. Please see the [[Plugin log files]] page for log locations. Attach the logs to an email and send it to support@360works.com . Please be sure to include as many details as you can and the steps to reproduce the issue if possible. Once our support system has processed your email, you will receive an automated response from us. If you do not receive this then make sure to check your junk folder in case it was put there automatically by your email client. If you did not receive it, please send the logs again. If you still did not, please call us and let us know and we can create a ticket for you. <br> | If you are seeing errors when executing plugins functions server side either via a schedule, perform script on server script step, or in web direct, you will need to submit your logs manually as there is no mechanism for sending a bug report. Please see the [[Plugin log files]] page for log locations. Attach the logs to an email and send it to support@360works.com . Please be sure to include as many details as you can and the steps to reproduce the issue if possible. Once our support system has processed your email, you will receive an automated response from us. If you do not receive this then make sure to check your junk folder in case it was put there automatically by your email client. If you did not receive it, please send the logs again. If you still did not, please call us and let us know and we can create a ticket for you. <br> | ||
| + | |||
==MirrorSync== | ==MirrorSync== | ||
| − | + | To report a bug and send logs from MirrorSync, go to the MirrorSync launch page in your browser (http://yourserver/MirrorSync) and click the link titled 'Send problem report and log files'. | |
| + | |||
| + | If there is a problem using that automated system for sending logs, can you manually retrieve the logs:<br> | ||
'''Mac'''<br> | '''Mac'''<br> | ||
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C:\Program Files\360Works\Applications\logs | C:\Program Files\360Works\Applications\logs | ||
| − | MirrorSync logs will follow the naming convention <name of MirrorSync instance>+<.>+<timestamp> so if you kept the default name of "MirrorSync" and the date the issue occurred was December 2nd 2019 then the log you would want to send would be called MirrorSync.2019-12-02.log . | + | MirrorSync logs will follow the naming convention <name of MirrorSync instance>+<.>+<timestamp> so if you kept the default name of "MirrorSync" and the date the issue occurred was December 2nd 2019 then the log you would want to send would be called MirrorSync.2019-12-02.log . |
==Zulu== | ==Zulu== | ||
| Line 39: | Line 46: | ||
==360Deploy== | ==360Deploy== | ||
| − | 360Deploy has two components - a plugin and a web application. If you need to send logs pertaining to the plugin, then please see the Plugins section above for instructions on sending those logs. If you need to | + | 360Deploy has two components - a plugin and a web application. If you need to send logs pertaining to the plugin, then please see the Plugins section above for instructions on sending those logs. If you need to send logs from the development or production server the locations for those are as follows:<br> |
'''Mac'''<br> | '''Mac'''<br> | ||
/Library/360Works/Applications/logs | /Library/360Works/Applications/logs | ||
Latest revision as of 13:36, 25 April 2021
General Help
If you are experiencing any issues with 360Works products, we may ask you to submit a ticket by sending an email to support@360works.com. In the email, be sure to include as many details as possible. It will help if you include the operating system, version of FileMaker, the product and the version of it this issue pertains to and steps to reproduce the issue. Additionally, it is common for us to request logs in order to troubleshoot the issue. Sending these with your initial email will expedite the support process.
How to send logs
This will vary depending on what product you are using. Some products have an automated way of sending the logs while others will require that you manually attach the logs to an email. If the automated process does not work you will need to send the logs manually. If using the automated process, you do not need to send an additional email as the automated process will create the ticket for you as well as attach the logs.
ALL Plugins
These instructions are for submitting a bug for ALL plugins, including but not limited to: Scribe, Email, CloudMail, Plastic, FTPeek, JDBC, Charts, Web Assistant, ScriptMaster, and SuperContainer Companion Plugin. It is the same set of instructions for any plugin you use.
If you need help submitting for non-plugin products (tools such as MirrorSync and Zulu), please see the bottom of this page.
If you are using a plugin in FileMaker Pro, then you can use the Send Bug Report feature to send us the plugin logs and also create a ticket in our support system. To submit a bug report:
- Reproduce the issue
- Go to FileMaker Pro preferences.
- Select Plugins tab
- Select the plugin from list (highlight the line)
- Click
Configurebelow the list - Click
Report a Bugbutton - Fill out and send the bug report.
Please be sure to do this BEFORE any restarts of FileMaker as restarting will overwrite the logs
If you are seeing errors when executing plugins functions server side either via a schedule, perform script on server script step, or in web direct, you will need to submit your logs manually as there is no mechanism for sending a bug report. Please see the Plugin log files page for log locations. Attach the logs to an email and send it to support@360works.com . Please be sure to include as many details as you can and the steps to reproduce the issue if possible. Once our support system has processed your email, you will receive an automated response from us. If you do not receive this then make sure to check your junk folder in case it was put there automatically by your email client. If you did not receive it, please send the logs again. If you still did not, please call us and let us know and we can create a ticket for you.
MirrorSync
To report a bug and send logs from MirrorSync, go to the MirrorSync launch page in your browser (http://yourserver/MirrorSync) and click the link titled 'Send problem report and log files'.
If there is a problem using that automated system for sending logs, can you manually retrieve the logs:
Mac
/Library/360Works/Applications/logs
Windows
C:\Program Files\360Works\Applications\logs
MirrorSync logs will follow the naming convention <name of MirrorSync instance>+<.>+<timestamp> so if you kept the default name of "MirrorSync" and the date the issue occurred was December 2nd 2019 then the log you would want to send would be called MirrorSync.2019-12-02.log .
Zulu
Zulu has an automated way of sending a problem report. In a browser, log into the Zulu Sync Admin and then click the link at the top that says " Email Log File ". If you are not able to use the automated process, you can manually send the logs as an attachment to an email. Log locations are as follows:
Mac
/Library/360Works/Applications/logs
Windows
C:\Program Files\360Works\Applications\logs
Zulu logs will follow the naming convention <name of Zulu instance>+<.>+<timestamp> so if you kept the default name of "Zulu" and the date the issue occurred was December 2nd 2019 then the log you would want to send would be called Zulu.2019-12-02.log
360Deploy
360Deploy has two components - a plugin and a web application. If you need to send logs pertaining to the plugin, then please see the Plugins section above for instructions on sending those logs. If you need to send logs from the development or production server the locations for those are as follows:
Mac
/Library/360Works/Applications/logs
Windows
C:\Program Files\360Works\Applications\logs
360Deploy logs will follow the naming convention <catalina>+<.>+timestamp. So if the issue occurred on December 2nd 2019 then log needed would be called catalina.2019-12-2.log
Web Services Manager
You will need to manually submit your logs for Web Services Manager. Attach the logs to an email with a description of the issue and instructions on how to reproduce. Send the email to support@360works.com unless specified otherwise. Log locations are as follows:
Mac
/tmp the log files are called websvcmgr.log and wsmRequest.log.
Windows
C:\WINDOWS\TEMP\websvcmgr.log and C:\WINDOWS\TEMP\wsmRequest.log
SafetyNet
SafetyNet has a bug reporting feature. To submit a bug report, go to the SafetyNet page in a browser. At the top right corner there is a link that says "Report a bug". If you are not able to access the SafetyNet page, you can manually send the logs. Log locations are as follows:
Mac
/Library/360Works/Applications/logs
Windows
C:\Program Files\360Works\Applications\logs
SafetyNet logs will follow the naming convention <SafetyNet>+<.>+timestamp. So if the issue occurred on December 2nd 2019 then log needed would be called SafetyNet.2019-12-2.log