Recent Changes

Differences

This shows you the differences between two versions of the page.

--- dev:technology:platforms:logfiles [2019/04/08 04:07]
jve@orbitgt.com [Provide clean log file to request support]
+++ dev:technology:platforms:logfiles [2023/04/17 08:50]
mihaela
@@ Line 1: / Line 1: @@
 ====== Orbit Desktop Log file ======
-This page documents how to prepare a clean log file for Orbit Desktop Products. \\
+This page documents how to get a clean logfile for Orbit Desktop Products.
-Other log files:
-  * Orbit 3D Mapping Viewer and Plugins, see [[dev:technology:platforms:logfile_viewer|]].
-  * Orbit EOS Server, see [[dev:server:eos:service|]].
-===== Provide clean log file to request support =====
+===== Troubleshooting issue =====
-Log files contain valuable information about ongoing processes and might be requested by the Orbit support team to troubleshoot a problem.
+When contacting Orbit Support to troubleshoot an issue please provide:
-<note tip>
+  * Clear description of the problem. \\ Screenshots help to document and understand the issue.
-When contacting Orbit Support.
+  * Exact steps to reproduce the issue.
-  * Provide the complete and clear description of your problem.
+  * Clean log file as described below.
-  * Add screenshots to document the issue.
-  * Attach the clean log file as described below.
-</note>
-Restart the application and reproduce immediately the issue:
+===== Generate a clean Orbit Log File =====
-  - Restart Orbit Desktop and/or Orbit EOS Service
-  - Reproduce the issue
-  - Close Orbit Desktop
-  - E-mail log file
-===== Get Log File =====
+The Orbit Logfile contains valuable information about ongoing processes and might be requested by the Orbit support team to troubleshoot a problem. This log file contains all actions of the last started session of an Orbit Desktop Product. Restarting Orbit will remove the previous log file and create a new one.
-The Orbit Desktop ''Orbit.log'' file is stored in the operating system temp folder. \\
+Steps to create a clean log file
-This log file contains all actions of the last started Orbit session. Restarting Orbit will remove the previous log file and create a new one.
+  - Close all Orbit Desktop Products
+  - Restart a single instance of Orbit Desktop
+  - Reproduce the issue. \\ Complete the steps to reproduce with a minimum number of actions/clicks to avoid clutter and overhead in the logfile.
+  - Open and Save logfile \\ Orbit Desktop > Mail Toolbar > Help Menu > Open Logfile ... \\ Or copy the Orbit logfile from the Operating system Temp directory, needed if the Orbit application crashed or the application startup is hanging. \\ ''%temp%\orbit_3dm_<product>.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 Standalone or Client : <Orbit Setup>\client\program\bin64
+  * Orbit Server: <Orbit Setup>\server\program\bin64
-Get file :
-  * Via Orbit interface : Main Toolbar > Help > Open Logfile ...
-  * Via Windows Explorer, useful if Help menu cannot be opened: %temp%/Orbit.log

Last modified:: 2023/11/13 13:12