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 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 to 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 - 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)
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