dg hyparchive 9B Support Assistant ReadMe

Transcription

1 dg hyparchive 9B Support Assistant ReadMe As of 22/01/2015

2 Contents 1 dg hyparchive Support Assistant Introduction Mode of operation and data collection Supported components and environments Operation...5 Copyright 2015 dataglobal GmbH. All rights reserved. No part of this publication may be reproduced, copied or translated in any form whatsoever without the prior written consent of dataglobal GmbH. Subject to change and further development without notice. The software products offered by dataglobal GmbH or its distributors may also include components from other software manufacturers. Products may feature country-specific variations. Hyparchiv, hyparchive, inboxx and other dataglobal GmbH products and services referred to in the text, as well as the respective logos are trademarks or registered trademarks of dataglobal GmbH in Germany and in other countries worldwide. dataglobal GmbH Zukunftspark Heilbronn Germany [email protected] dg hyparchive 9B Jan / 6

3 1 dg hyparchive Support Assistant 1.1 Introduction The utility Support Assistant makes collecting configuration and log data requested by dataglobal's support team easy. In order to process incidents related to dg hyparchive successfully and in a timely manner detailed information about the affected system and its environment are substantial. All server components of dataglobal's archive applications are logging internal processing and appropriate messages in case of errors. Further important information are the configuration of server components and the Windows event log. The latter logs important application and system events over long periods and may support identifying the cause of an incident. All these information can be obtained in various locations and collecting them may often require some effort. The dg hyparchive Support Assistant copies all log files, configuration settings and event logs in one zip file, which then may easily be provided to the dataglobal support team as an attachment for instance. 1.2 Mode of operation and data collection When starting Support Assistant first scans the registry and the file system for dg hyparchive components and presents identified components in a list. From this list you may specify which components shall be included in the data collection. Upon starting data collection the output file is prepared in a subdirectory created in the output path specified. The name of the subdirectory starts with HYP_, followed by a timestamp (YYYYMMDDhhmmss) and an identification provided by you. In this subdirectory Support Assistant temporarily stores all data to be collected: Configuraton (*.cfg e.g.) & protocol files (*.log) For components managing their configuration in the registry the content of the corresponding registry key is saved with the file extenstion *.reg. Content of eventy logs will be save in *.evtx format. Support Assistant creates another file containing information about the collection process and hard and software specification of the host computer. After finishing data collection the temporary subdirectory is transferred into a zip file with the same name and the subdirectory will be removed. The name of the created file is copied to the clipboard to make sending it off by becomes even more easy. dg hyparchive 9B Jan / 6

4 1.3 Supported components and environments Supported components of dataglobal archiving applications dg hyparchive dg connect dg erp dg file archiving ArchiveServer DBServer MediaServer FTServer LoadBalancer TextFilterServer OCRServer RenditionServer WebClient DocPresenter dg connect WCF (HypWcfApi) rfcserver (SAPServer) httpserver filegwserver Please note: Currently dg mail components are not supported yet. This feature ist planned for a future release of Support Assistant. Supported Windows versions Windows Server 2012 R2, 2012, 2008 R2 Windows 8.1, 8, 7 dg hyparchive 9B Jan / 6

5 1.4 Operation Prerequisites for execution Support Assistant should always be executed by users wth administrator privileges and the start option run as administrator. Only this way the utility has sufficient privileges for accessing relevant data sources. If Support Assistant is started in a different way corresponding warnings will be provided. If Support Assistant is started by a user with administrator privileges but in a different way than run as administrator it is possible to start the utility in this mode by itself. Selecting desired components After starting Support Assistant the list Installed Components displays all supported components that are found to be installed on the host computer. Only selected components are taken into account while collecting data. To keep using the application easy and to assure completeness of collected information all identified components are selected by default. Please use Select All to select all components in the list. If all components are selected clicking this button will remove all selections from the list. Consider Windows event log The checkboxes Application Event Log and System Event Log control whether the corresponding logs are included in the data collection. These options are always selected by default. Identification of data collection Identification displays the identification text that will be added to the data collection file name. This information is mandatory. The identification is necessary to distinguish data collection files that are sent to dataglobal and to assign them to the right customer or case. Identification may bear the License id of the <asv> (if installed), the currently logged on user (domain\user) oder the host computer name. Alternatively an individual text string may provided such as support call identification eg. dg hyparchive 9B Jan / 6

6 Output path Output Path specifies the target directory in which the data collection file (zip format) will be saved in. Please note: Saving the data collection file in a root directory is not supported. Please always provide a target directory. Start data collection Initiate the data collection with the button Collect Data. The checkbox Continue on copy errors specifies whether collecting data is continued if a log file cannot be copied because it is exclusively opened by the owning component for instance. This option is enabled by default. Current Status The status flield on the very bottom of the dialog displays the current utility operation status. Exit Support Assistant Close the application with Close. dg hyparchive 9B Jan / 6