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dev:technology:platforms:logfiles [2021/03/12 09:58]
jeroen [Contacting Orbit 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|]].+
  
-===== Contacting Orbit Support =====+===== Troubleshooting issue =====
  
-When contacting Orbit Support to troubleshoot an issue prepare: +When contacting Orbit Support to troubleshoot an issue please provide: 
  
-  * Complete and clear description of your problem. +  * Clear description of the problem. \\ Screenshots help to document and understand the issue.  
-  * Steps to reproduce the issue. +  * Exact steps to reproduce the issue. 
-  * Add screenshots to document the issue. +  * Clean log file as described below. 
-  * Attach a clean log file as described below. +
  
-===== Clean Log File =====+===== Generate a clean Orbit Log File =====
  
-Log files contain 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 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 Product+  - 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.    - Reproduce the issue. \\ Complete the steps to reproduce with a minimum number of actions/clicks to avoid clutter and overhead in the logfile. 
-  - Close Orbit Desktop Product+  - 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. \\ 
 +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
  
-Open via  
-  * Orbit interface : Main Toolbar > Help > Open Logfile ... 
-  * Windows Explorer (useful if Help menu cannot be opened) : %temp% > orbit_3dm_[product name].log 
  
  
 
Last modified:: 2021/03/12 09:58