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What logs are required for Equitrac troubleshooting?

Article # 3015550 - Page views: 2072

How do I create diagnostic logs in Equitrac?

When logging a support call with Kofax you may be asked to provide diagnostic logs. This document has been created to give a general overview of how to enable logging so that you may reproduce and capture prior to contacting Kofax and reduce the overall time it may take to identify an issue.

Please note however: This process should only be attempted by an Equitrac certified technician who has consulted the relevant admin guide for the version of Equitrac they are using prior to making any changes.

In addition: The logging process is intensive which means some files will grow quite large when left alone and unattended, if you are unsure when an issue will occur you should periodically log on and clear down the logs or archive them by saving to zip and then clearing. When an issue has been captured please turn off the logs by selecting reset to factory defaults on each of the individual components. In Equitrac 5.6 and above, each log is limited to 13 files of 30MB each 

Enabling Trace Logs

To enable Equitrac logs go to Equitrac System Manager / Diagnostics / Trace / Settings. Logs are then listed by component and can be selected by checking the boxes and clicking OK.  (As a certified technician you should be familiar with which component logs would be required for certain issues, although if in doubt consult Kofax or enable all).

TraceSM.png

Always clear down the logs before starting testing as Kofax only needs logs for the test period. This is also done in the Equitrac System Manager. When testing is completed, also return trace settings to Standard.

Once an issue has been captured save logs by going to System Manager / Diagnostics / Trace / Files then right click on the heading and select Save to Zip.
TraceSM (2).png

What has been captured?

All logs sent to Kofax should be accompanied by the relevant supporting information, this will make locating a possible issue as easy as possible.

o       Approx. time of incident (nearest minute)

o       Details of device issue seen at (IP Address / name)

o       Details of user account used to generate issue

o       Print queue name / Server details (If Printing issue)

o       Error messages seen at device or on software

o       Description of issue or error

Please note, all logs must be captured for the same timeframe.

Certain issues will require additional logs as well as Equitrac logs if requested, specifically if the issue you are reporting is for a service crash or hang, in this case we will always require

o        Microsoft Dump file and or AD Plus logs

o        Windows Event Viewer