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How to collect logs in PowerPDF 2.x & 3.x for troubleshooting

Question:

How to collect logs in PowerPDF 2.x & 3.x for troubleshooting

Answer:

  1. Attached is a file called "recdiag_log.txt" Please download this and rename the file extension to .INI
  2. Place the newly renamed "recdiag_log.INI" file in the install folder, such as "C:\Program Files (x86)\Nuance\Power PDF 21"
  3. Create a "C:\Temp" folder if it does not exist already
  4. Recreate the issue
  5. Within "C:\Temp", there will be multiple "rec*.log" files
  6. Zip these files and send the newly created zip file to support
  7. Close PowerPDF
  8. Delete recdiag_log.ini from the install folder

Special instructions for logging with Power PDF 3.0 with hotfix HF30-18580 and up  

Power PDF 3.0 with hotfix HF30-18580 and future PPDF30 hotfixes will already have a file called 'RECDIAG_LOG.in_' in the install folder

The presence of this file makes logging easier and so we doesn't need to send logfiles to the customer if above mentioned hotfix was already installed.

When logging is needed, the customer should rename the file 'RECDIAG_LOG.in_' to 'RECDIAG_LOG.ini'.  This file is found in the installation folder which is typically "C:\Program Files (x86)\Nuance\Power PDF 30".  (In some cases, renaming this file will require admin rights, but this depends on the customers environment)

The customer should also ensure that a folder named 'RECDIAG' exist on the C:\TEMP folder.  (C:\temp\recdiag)  If this folder is not manually created before testing, the logs will not be created.  

Once the recdiag_log file has been renamed, Power PDF should start writing logs to C:\temp\recdiag as soon as the software is launched. 

When testing is complete, be sure to rename the file 'RECDIAG_LOG.ini' back to 'RECDIAG_LOG.in_'