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--- dev:technology:platforms:logfiles [2016/09/22 06:54]
jve@orbitgt.com [Log files and Troubleshooting]
+++ dev:technology:platforms:logfiles [2023/11/13 13:12] (current)
jeroen [Generate a clean Orbit Log File]
@@ Line 1: / Line 1: @@
-====== Log files and Troubleshooting ======
+====== Orbit Desktop Log file ======
-Orbit Log files contain valuable information about all ongoing processes and will be requested by the Orbit support team on troubleshooting.
+This page documents how to get a clean logfile for Orbit Desktop Products.
-<note tip>When contacting the Orbit support team. \\
+===== Troubleshooting issue =====
-Provide a complete and clear description of your problem. Add  screenshots to document the issue and attach a clean log file as described below.
-</note>
-On troubleshooting a clean log file will be requested :
+When contacting Orbit Support to troubleshoot an issue please provide:
-  - Restart the Orbit Desktop or Server Service
-  - Reproduce directly the problem
-  - Close Orbit and e-mail  log file
-===== Orbit Destkop =====
-The desktop Orbit.log file is stored in the operating system temp folder. \\
+  * Clear description of the problem. \\ Screenshots help to document and understand the issue.
-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.
+  * Exact steps to reproduce the issue.
+  * Clean log file as described below.
-Get log file :
+===== Generate a clean Orbit Log File =====
-  * Via Orbit interface : Main Toolbar > Help > About > Details > Open Logfile
-  * Via Windows Explorer, useful if Help menu cannot be opened : %temp%/Orbit.log
+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.
-===== Orbit Server =====
+Steps to create a clean log file
+  - 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'' \\ ''%temp%\itwin_capture_<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
-The server log files are stored within the Orbit server installation directory. \\
-These log files contain the recent history of the EOS service activity. For reasons of disk space and performance only 10 historic files of 8MB each are kept on server. The most recent log file has no index suffix (server.log, server.log.X).
-Depending your server configuration, these log files can be found here :
-  * <Orbit installation directory>/server/program/bin
-  * <Orbit installation directory>/server/program/bin/log
-  * <Orbit installation directory>/server/program/log/eos
-Reproduce the issue just before sending the current log file.

Last modified:: 2018/06/21 08:13