[Please note, this information applies to Equitrac Office / Equitrac Express versions up to and including 5.5. Logging has been changed in 5.6, so some of this information below may not apply.]
When logging a support call with Nuance 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 Nuance 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.
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 Nuance or enable all.
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.
Certain issues will require additional logs as well as Equitrac logs, 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
What has been captured?
All logs sent to Nuance 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.