This article shows how an end user can support a VertiGIS Studio administrator in the event of an error, so configuration or data can be optimized, or an error can be reported.
More information about your issue can often make a difference in the time it takes to solve the issue. Please see below for a list of information that is often useful in solving tickets.
Log locations and diagnostic resources
Useful Information
To assist us in resolving your ticket, please provide as much detailed information as possible, including:
- A clear description of the issue along with the steps that led to it.
- Screenshots of errors. If there is accompanying text with an error, please make an effort to copy all of it, even if it is only partially visible in the screenshots.
- A .HAR capture (if applicable) that contains the reproduced issue.
- The contents of the Console Log as a text file. Please refer to Provide console log file from the Internet browser (development tools) for further information.
- The version numbers of any VertiGIS Studio/Geocortex software you are using.
- Any recent architectural or configuration changes that may affect the operation of your site/application.
- The impact this issue has on your organization.
Log locations and diagnostic resources
Generally, web traces (e.g. .HAR captures, Fiddler) are most helpful in diagnosing errors or unexpected behaviour. Some VertiGIS Studio products also have their own log files that can be retrieved. This is described below:
VertiGIS Studio Web
- It can be helpful to look at the configuration of your application, and you can download the contents of your application to send to us: Download an app;
VertiGIS Studio Mobile/Studio Go - Studio Go provides an option to set the logging level (Debug, Info, Warn, Error, or Off) through the I Want to Menu.
- For the Windows version of Studio Go, the log file can be found here:
C:\Users\username\AppData\Local\Packages\Geocortex.GeocortexGo_crswry2rg6bhm\LocalState - For Android, it may vary but it should resemble: [Root Path]/Android/data/geocortex.mobile.viewer.custom/files/Geocortex.Mobile.Android.log
- For iOS/iPadOS, you can connect the device to a computer with iTunes installed and extract the logs via the filesharing screen.
VertiGIS Studio Workflow
- To share your workflow with us, you can export the workflow to a json file and send that to us.
- For server workflows, the logs are written to the server where Workflow is installed: Retrieving the logs from a Server Workflow.
VertiGIS Studio Printing
- Print logs are written directly to the browser: How to get logs from a print job.
VertiGIS Studio Reporting
- Report logs can be accessed from the browser: Access Report logs.
VertiGIS Studio Search
- Engine logs can be found in ..\Program Files\VertiGIS\VertiGIS Studio Search\search\Engine\logs
VertiGIS Studio Access Control
- In a default deployment, logs can be found in C:\ProgramData\Geocortex\Access Control\logs
VertiGIS Studio Analytics
- Hub logs are located at C:\ProgramData\VertiGIS Studio Analytics\hub\data\logs on the Hub server.
- Agent logs are located at C:\ProgramData\VertiGIS Studio Analytics\agent\data\logs on the Agent server(s)
Installation Issues
When the installation process doesn't go as planned, it's important to identify why so that any issues can be addressed. This includes identifying where in the installation process the issue occurred.
.MSI Installers vs Post Installers
The .MSI file initiates the installation of VertiGIS Studio software. This installs the software on your machine.
If an issue occurs during this process, take a screenshot of any errors that come up. Windows Event Viewer may have more information.
The post installer runs by default after the installation completes, and is a required step in the installation/upgrade process. They allow you to configure your deployment's data directory, activate the license etc. It's important to visit each page in order and to proceed until the last page, especially for the first installation. The Post installer can be run at any time to modify the configuration.
Diagnostic information from Post Installers
It's possible to retrieve logs from some post installers, and others can be treated like an internet browser, which means that we can capture web traces like we do for web-based applications. These web traces can be shared with the VertiGIS Support team so we can assist with diagnosing any issues during the installation or post installation process.
For most VertiGIS Studio Post Installers, logs for your current session can be accessed by clicking on the logo in the top-left corner of the post installer:
VertiGIS Studio Access Control, Search and Analytics Post Installers are like web browsers. You can open the developer tools by pressing F12 on your keyboard, or by pressing Ctrl + Shift + I:
With the browser console open, you can proceed back and forth through the post installer and observe both the console and network tabs to see if there are errors that correlate with the issue you are seeing. You can also save the web trace to send to Support for additional assistance.
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