From time to time, you may be asked to supply some information of the SafeCom Server that is experiencing issues. Below is a list of the various different parts of information that you may need to collect some or all of.
- Screenshot License Window through SafeCom Administrator.
- Collect System Info through SafeCom Administrator.
- Obtain System Information via msinfo32.exe.
- The exact timestamp of a system failure (and restart), if applicable.
- Exactly how end users notice an issue with the system, if applicable.
- Obtain the SafeCom Trace files - Must be activated prior to collection - PLEASE NOTE: Trace files must be collected BEFORE restart since they'll be overwritten when the server starts.
- Obtain the Device Server Logs - Always enabled but log size can be increased if necessary - PLEASE NOTE: Device Server log files will be overwritten quickly. They should be collected within half an hour after restart.
- The SafeCom event logs from SafeCom Administrator (Menu: Servers > Event log) - This can be collected after restart.
- Windows Event Logs - System, Application and SafeCom event lists.
- Installed JAVA version.
Additional Information - Controller FW, Print Driver used etc.
- Performance Monitor - Must be activated prior to collection.
- Submit above data via email/file transfer.
1. Screenshot License Window through SafeCom Administrator
On the SafeCom Server, open the SafeCom Administrator and click on [Server], [License] to view the license window. Screenshot this using Alt+PrtScn and using MSPAINT, save as a PNG file to later attach to a support ticket or an email.
The MSinfo32 log creates a report that provides detailed information regarding the PC or Server in use including software and hardware specifications. This log is used by support personnel in a variety of product lines to determine detailed information regarding the operating system, review for hardware requirements and review potential software conflicts.
How to generate an MSinfo32 log:
Go to Start> Run > type "msinfo32.exe".
Select File> Save.
Browse to an appropriate location to save the file.
Type a filename into the appropriate field and ensure the "Save as type" is set to "System Information File (*.NFO)".
Click the "Save" button.
Provide the file in escalation documentation.
4. The exact timestamp (including dat) of a system failure (and restart), if applicable.
5. Exactly how end users notice an issue with the system, if applicable.
Please review the attached SafeCom Admin Manual and in Chapter 3.10 (page 64-67) explains how to enable SafeCom Trace. You can use the Telnet commands to enable the trace without affecting the SafeCom service. Once the necessary logs have been captured, compress the entire folder into one file to later attach to a support ticket or an email.
Printer Driver type & version installed.
Other information pertinent to the install.
12. Performance Monitoring - Only if requested!
If you have specifically been requested to obtain Performance Monitoring reports, please use the following steps...
Use the attached SafeCom PDF Guide and associated XML file to create a Performance Monitor on the SafeCom Server.
13. Submit files
Please see our guide on how to submit files to us for all of the above information or what select parts you have been requested to collect.
As there can be quite a bit of information gathered above, we would recommend you place all the necessary log files into a folder structure and then compress the entire folder structure into one file, containing all the information.
Hopefully you will find the above information useful in future and some of which applies in general when collecting system information and logs from any server for analysis.
SafeCom Download Files: