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dev:technology:platforms:logfiles [2019/04/08 04:09]
jve@orbitgt.com [Provide clean log file to request support] 		dev:technology:platforms:logfiles [2023/11/13 13:12] (current)
jeroen [Generate a clean Orbit Log File]
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 ====== Orbit Desktop Log file ====== ====== 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.  +===== Generate a clean Orbit Log File ===== 
-</note>+ 
 +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. 
  
 Steps to create a clean log file  Steps to create a clean log file 
-  - Restart Orbit Desktop and/or Orbit EOS Service +  - Close all Orbit Desktop Products 
-  - Reproduce the issue immediately, avoid doing any additional steps and actions. +  - Restart a single instance of Orbit Desktop  
-  - Close 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.  
-  - E-mail log file+  - 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''
  
-===== Get Log File =====+===== Java Crash Logs ====
  
-The Orbit Desktop ''Orbit.log'' file is stored in the operating system temp folder. \\ +When the Java Runtime crashes, a Java Fatal Error log file is created. \\ 
-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. +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:: 2019/04/08 04:09