====== Desktop Log file ====== This page documents how to get a clean logfile for iTwin Capture Manage and Extract and Orbit 3DM Publisher products. ===== Troubleshooting issue ===== When contacting Bentley Support to troubleshoot an issue please provide: * Clear description of the problem. \\ Screenshots or recording help to understand the issue. * Exact steps to reproduce the issue. * Clean log file as described below. ===== Clean Log File ===== The logfile contains valuable information about completed actions and ongoing processes and might be requested by the Bentley support team to troubleshoot a problem. \\ A logfile contains all information from the start of the application. \\ For a clean logfile, restart the application and complete the steps to reproduce the issues with a minimum number of actions/clicks. ==== iTwin Capture Manage and Extract App ==== Restarting the Desktop apps will replace the logfile, delete the previous and create a new one. Steps to create a clean log file - Close all itwin Capture Manage and Extract apps - Start one iTwin Capture Mange and Extract app - Reproduce the issue with a minimum number of actions/clicks. - Share the logfile - From Desktop > Mail Toolbar > Help Menu > Open Logfile ... - From Operating System Temp Folder > ''%temp%\orbit_3dm_.log'' or ''%temp%\itwin_capture_.log'' ==== Orbit 3DM Publisher server ==== Steps to create a clean log file - Stop Orbit Publisher Service - Delete logfiles - ''/Orbit 3DM Publisher Service Data/log/eos/*.log'' - Start Orbit Publisher Service - Reproduce the issue with a minimum number of actions/clicks. - Share logfiles - ''/Orbit 3DM Publisher Service Data/log/eos/*.log'' ==== Java Crash Logs ==== When the Java Runtime crashes, a Java Fatal Error log file is created. Search for "hs_err_pid[xxx].log" in the Orbit startup bin folder. * Orbit 3DM Desktop : \program\bin * Orbit Server: \Orbit 3DM Publisher \program\bin