ecopy ShareScan v5 Logging Guide
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1 ecopy ShareScan v5 Logging Guide Page 1
2 This document outlines the process for enabling or exporting various logs or data files for troubleshooting purposes with Nuance Technical Support. Contents ecopy ShareScan Administration Console... 3 Tracing Service... 3 To Enable the Capture of Trace Information:... 3 To Export The Trace Information in a Log File:... 5 Activity Monitor:... 6 To Create the Activity Monitor Log File:... 6 Device... 7 Retrieve Trace File (Canon Only):... 7 Retrieve Trace File (Xerox Only):... 8 Retrieve Simulator Trace File:... 9 ScanStation Device Debugging: To Enable ScanStation Device Debugging: To Disable ScanStation Device Debugging: Apache Tomcat Advanced Apache Tomcat Logging (Xerox Only): Connector Logging Exchange Connector: Enable logging for MAPI protocol: Disable logging for MAPI protocol: Enable Logging for WebDAV Protocol: Disable Logging for WebDAV Protocol: About the ShareScan TroubleShooter Utility Perform a System Check : Perform a Test / Set Connection : Perform a Backup Database : Page 2
3 ecopy ShareScan Administration Console Tracing Service The Tracing service provides a mechanism to ShareScan Manager, Connectors, and ecopy services to write messages and errors to log files while running inside the ShareScan Manager. The Tracing service enables ShareScan to configure the capture of trace information in a log file. This information helps troubleshoot connector issues. It is suggested to only enable this service for troubleshooting purposes since tracing can slow down overall system performance. To Enable the Capture of Trace Information: 1. In the ecopy ShareScan 5.0 Administrator Console, select the "Services" tab in the lower left corner then, select the Tracing Common Service. 2. Click the Delete Trace Files button to delete all previous collected trace information. 3. Enable Yes for all check boxes beginning from the top down. Set the File Size to NOTE: If testing against a single device, then do not enable the Yes option for all devices and just enable Tracing for the specific device you would like to troubleshoot. Refer to step 8 below for enabling Tracing per device. 4. Click the Save button. 5. In the ecopy ShareScan 5.0 Administrator Console, click the "Connectors" tab in the lower left corner. 6. Select the connector from the list in the Configure Connectors area. 7. Within the Settings area, scroll to the Services section. Page 3
4 8. Enable Tracing then, click the Save Current Profile button. NOTE: It is highly recommended to disable the Tracing Service once the log files are generated and submitted to Nuance. Page 4
5 To Export The Trace Information in a Log File: From the MFP, proceed with a test scan until the error is encountered. At that time, return to the ecopy ShareScan Administration Console and export the trace log: 1. In the ecopy ShareScan 5.0 Administrator Console, click the "Services" tab in the lower left corner then, select the Tracing Common Service. 2. Click the Export button to create the trace information in a log file. NOTE: Export this as a.bin and.txt file type extension. Please provide these files as an attachment to the support incident. Page 5
6 Activity Monitor: The Activity Monitor enables you to monitor activity between one or more devices and the ShareScan Manager. This is useful for finding performance bottlenecks as it shows all activity and timing information in real time. To Create the Activity Monitor Log File: 1. In the ecopy ShareScan 5.0 Administrator Console, click the "Home" tab on the Ribbon Bar then, click Activity Monitor. 2. Right-click anywhere in the window and select Send To File. The ShareScan_ActivityMonitor_<<DATE STAMP>>.log will be written to C:\Program Files\Nuance\ShareScan5\Server\ActivityMonitor. Please provide this file as an attachment to the support incident. Page 6
7 Device Retrieve Trace File (Canon Only): 1. In the ecopy ShareScan 5.0 Administrator Console, click the "Devices" tab in the lower left corner. 2. Select the device from the list in the Device Configurations area. 3. Right-click on the device and select Retrieve Trace File. 4. Save the client log file to the Windows Desktop. Please provide this file as an attachment to the support incident. Page 7
8 Retrieve Trace File (Xerox Only): 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\ShareScan\WEB-INF\devices\<<DEVICE IP>>\Logs. 4. Please provide this file(s) as an attachment to the support incident. 5. Launch the ecopy ShareScan Administrator Console. 6. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. Page 8
9 Retrieve Simulator Trace File: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\ShareScan\WEB-INF\devices\ \Logs. 4. Please provide this file(s) as an attachment to the support incident. 5. Launch the ecopy ShareScan Administrator Console. 6. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. Page 9
10 ScanStation Device Debugging: The ScanStation Device Debugging is independent of ecopy ShareScan Administration Console Tracing Service and can only be enabled by modifying SCANNER.INI file. To Enable ScanStation Device Debugging: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: Windows 7: C:\ProgramData\Nuance\ShareScan\ScanStation Client Windows XP: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\ScanStation Client 4. Open the SCANNER.INI file using Microsoft Notepad Editor. Remove the preceding underscore _ character from the appropriate LogLevel (RSD, Wizard, TWAIN, ISIS) then save the SCANNER.INI file. Below is an example of the LogLevel s of the SCANNER.INI file: [RSD] LogFileU=C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\ScanStation Client\RnRSDu.LOG _LogLevel=127 LogPeriod=24 [Wizard] _LogLevel=127 [ScanSoft] Product=ScanStation Last used=twain: Canon DR-7090C TWAIN ScanModes=8331 [Nuance] Product=ScanStation Last used=twain: Canon DR-7090C TWAIN ScanModes=8331 [ISIS] _LogLevel=127 [TWAIN] _LogLevel=127 DSOwnProcess=1 5. Launch the ecopy ShareScan Administrator Console. 6. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. 7. Reproduce the issue until the error is returned or scan job is completed. Page 10
11 8. Open Windows Explorer and browse to: Windows 7: C:\ProgramData\Nuance\ShareScan\ScanStation Client Please provide the RnRSDu.LOG file as an attachment to the support incident. Please provide the TwainClient_xxxxx.log file as an attachment to the support incident. C:\ProgramData\Nuance\ShareScan\ScanStation Client\Logs Please provide the scanstation.log file as an attachment to the support incident. Windows XP: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\ScanStation Client Please provide the RnRSDu.LOG file as an attachment to the support incident. Please provide the TwainClient_xxxxx.log file as an attachment to the support incident. C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\ScanStation Client\Logs Please provide the scanstation.log file as an attachment to the support incident. NOTE: It is highly recommended to disable the ScanStation Device Debugging once the logs are generated and submitted to Nuance. Please refer to the following section To Disable ScanStation Debugging. Page 11
12 To Disable ScanStation Device Debugging: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: Windows 7: C:\ProgramData\Nuance\ShareScan\ScanStation Client Windows XP: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\ScanStation Client 4. Open the SCANNER.INI file using Microsoft Notepad Editor. Insert a preceding underscore _ character from the appropriate LogLevel (RSD, Wizard, TWAIN, ISIS) then save the SCANNER.INI file. Page 12
13 Apache Tomcat Advanced Apache Tomcat Logging (Xerox Only): 1. Within the ecopy ShareScan 5.0 Administrator Console, click the "Home" Ribbon Bar. 2. Within the System functions, select the Stop button to stop the ecopy ShareScan Manager. 3. Within the ecopy ShareScan 5.0 Administrator Console, click the X button in the top right corner to exit. 4. Right-click on the ecopy ShareScan Manager icon in the Windows System tray and select Exit. 5. Go to Control Panel > Administrative Tools > Services. Ensure the following Services are stopped: Apache Tomcat 5.5 Nuance Documentum API Nuance Imaging Framework Trace Service Nuance MAPI-Process Starter Nuance Printer API S2D Inbox Agent ShareScan Agent v: 5.0 ShareScan Manager v: Open Windows Explorer and browse to: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\Tomcat\log4j.properties. 7. Edit this file in Microsoft Notepad Editor and change the first line from: log4j.debug=false to log4j.debug=true 8. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\logs. 9. Copy the logs folder and all files within it and paste it on the Windows Desktop. 10. Delete all files currently in the C:\Program Files\Apache Software Foundation\Tomcat 5.5\logs folder. 11. Open Windows Explorer and browse to: C:\Program Files\Nuance\ShareScan5\Server\Tools\TraceCollector. 12. Double click the _activate.bat file to start the NIFTraceService.exe Windows Process. 13. Go to Control Panel > Administrative Tools > Services. Ensure the following Service is started: Nuance Imaging Framework Trace Service ShareScan Agent v: Launch the ecopy ShareScan Administrator Console. 15. In the ecopy ShareScan 5.0 Administrator Console, select the "Services" tab in the lower left corner then, select the Tracing Common Service. (see Figure 1) Page 13
14 Figure Click the Delete Trace Files button to delete all previous collected trace information. (see Figure 1) 17. Enable Yes for all check boxes beginning from the top down. (see Figure 1) NOTE: If testing against a single device, then do not enable the Yes option for all devices and just enable Tracing for the specific device you would like to troubleshoot. Refer to step 22 below for enabling Tracing per device. 18. Click the Save button. (see Figure 1) 19. In the ecopy ShareScan 5.0 Administrator Console, click the "Connectors" tab in the lower left corner. 20. Select the connector from the list in the Configure Connectors area. 21. Within the Settings area, scroll to the Services section. (see Figure 2) 22. Enable Tracing then, click the Save Current Profile button. (see Figure 2) Page 14
15 Figure Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. 24. Reproduce the issue until the error is returned or scan job is completed. 25. In the ecopy ShareScan 5.0 Administrator Console, click the "Services" tab in the lower left corner then, select the Tracing Common Service. (see Figure 3) 26. Click the export button to create the trace information in a log file. (see Figure 3) Page 15
16 Figure Name the file Advanced Apache Tomcat Logging.txt Please provide this file as an attachment to the support incident. NOTE: It is highly recommended to disable the Tracing Service once the log files are generated and submitted to Nuance. Page 16
17 28. Open Windows Explorer and browse to: C:\Program Files\Nuance\ShareScan5\Server\Tools\TraceCollector. 29. Double click the _export.bat file to execute the following command window: 30. Press any key to continue, and the trace.txt file will be generated in C:\temp. Please provide this file as an attachment to the support incident. 31. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\logs. Within this folder, new log files will be created. Please zip this logs folder and provide this as an attachment to the support incident. 32. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\ShareScan\WEB-INF\devices\<<DEVICE IP>>\Logs. Please provide this file(s) as an attachment to the support incident. 33. Open Windows Explorer and browse to: C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\ShareScan\WEB-INF\devices\ \Logs. Please provide this file(s) as an attachment to the support incident. Page 17
18 34. Within the ecopy ShareScan 5.0 Administrator Console, click the "Home" Ribbon Bar. 35. Within the System functions, select the Stop button to stop the ecopy ShareScan Manager. 36. Within the ecopy ShareScan 5.0 Administrator Console, click the X button in the top right corner to exit. 37. Right-click on the ecopy ShareScan Manager icon in the Windows System tray and select Exit. 38. Open Windows Explorer and browse to: C:\Program Files\Nuance\ShareScan5\Server\Tools\TraceCollector. 39. Double click the _deactivate.bat file to stop the NIFTraceService.exe Windows Process. 40. Go to Control Panel > Administrative Tools > Services. Ensure the following Services are stopped: Apache Tomcat 5.5 Nuance Documentum API Nuance Imaging Framework Trace Service Nuance MAPI-Process Starter Nuance Printer API S2D Inbox Agent ShareScan Agent v: 5.0 ShareScan Manager v: 5.0 NOTE: It is highly recommended to disable the Advanced Apache Tomcat Logging. 41. Open Windows Explorer and browse to: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\Tomcat\log4j.properties. 42. Edit this file in Microsoft Notepad Editor and change the first line from: log4j.debug=true to log4j.debug=false 43. Go to Control Panel > Administrative Tools > Services. Ensure the following Services are started: Nuance Imaging Framework Trace Service ShareScan Agent v: Launch the ecopy ShareScan Administrator Console. 45. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. Page 18
19 Connector Logging Exchange Connector: Enable logging for MAPI protocol: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Data. 4. Edit the Exchang Store.xml file in Microsoft Notepad Editor. 5. Make the following change and save the file: <Item Key="MAPIServer.EnableLogging" Type="System.Boolean"> <boolean>false</boolean> </Item> Change it to read this: <Item Key="MAPIServer.EnableLogging" Type="System.Boolean"> <boolean>true</boolean> </Item> 6. Launch the ecopy ShareScan Administrator Console. 7. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. 8. Reproduce the issue until the error is returned. 9. Open Windows Explorer and browse to: %temp%. Within this folder, a new debug file should be created called MAPIServer_Debug.<username>.txt. Please provide this file as an attachment to the support incident. 10. Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Log. Within this folder, a new log file should be created called Exchang .log. Please provide this file as an attachment to the support incident. NOTE: It is highly recommended to disable the verbose logging once the MAPIServer_Debug.<username>.txt file is generated and submitted to Nuance. Page 19
20 Disable logging for MAPI protocol: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. 3. Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Data. 4. Edit the Exchang Store.xml file in Microsoft Notepad Editor. 5. Make the following change and save the file: <Item Key="MAPIServer.EnableLogging" Type="System.Boolean"> <boolean>true</boolean> </Item> Change it to read this: <Item Key="MAPIServer.EnableLogging" Type="System.Boolean"> <boolean>false</boolean> </Item> 6. Launch the ecopy ShareScan Administrator Console. 7. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. Page 20
21 Enable Logging for WebDAV Protocol: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. Windows 7 and Windows Server 2008: Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Data. Windows XP and Windows Server 2003: Open Windows Explorer and browse to: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\Connectors\Exchang \Data. 3. Edit the Exchang Store.xml file in Microsoft Notepad Editor. 4. Make the following change and save the file: <Item Key="DAVHelper.TracingBaseDir" Type="System.String"> <string \> </Item> Change it to read this: <Item Key="DAVHelper.TracingBaseDir" Type="System.String"> <string>c:\temp</string> </Item> 5. Open Windows Explorer and verify if the folder C:\Temp exists. If not, then create a new folder called C:\Temp. 6. Launch the ecopy ShareScan Administrator Console. 7. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. 8. Reproduce the issue until the error is returned. 9. Open Windows Explorer and browse to: C:\Temp. Within this folder, a new debug file should be created called ShareScan_WebDavLog.txt. Please provide this file as an attachment to the support incident. 10. Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Log. Within this folder, a new log file should be created called Exchang .log. Please provide this file as an attachment to the support incident. NOTE: It is highly recommended to disable the verbose logging once the ShareScan_WebDavLog.txt file is generated and submitted to Nuance. Page 21
22 Disable Logging for WebDAV Protocol: 1. Within the ecopy ShareScan Administrator Console, press the Stop button to stop the ShareScan Manager. 2. Within the ecopy ShareScan Administrator Console, click the X button in the top right corner to exit. Windows 7 and Windows Server 2008: Open Windows Explorer and browse to: C:\ProgramData\Nuance\ShareScan\Connectors\Exchang \Data. Windows XP and Windows Server 2003: Open Windows Explorer and browse to: C:\Documents and Settings\All Users\Application Data\Nuance\ShareScan\Connectors\Exchang \Data. 3. Edit the Exchang Store.xml file in Microsoft Notepad Editor. 4. Make the following change and save the file: <Item Key="DAVHelper.TracingBaseDir" Type="System.String"> <string>c:\temp</string> </Item> Change it to read this: <Item Key="DAVHelper.TracingBaseDir" Type="System.String"> <string \> </Item> 5. Launch the ecopy ShareScan Administrator Console. 6. Within the ecopy ShareScan Administrator Console, press the Start button to start the ShareScan Manager. Page 22
23 About the ShareScan TroubleShooter Utility: The ShareScan TroubleShooter application is a supplemental utility included in the ecopy ShareScan v5 Service Pack 2. The ShareScan Troubleshooter utility can assist in troubleshooting a variety of areas (Pre install, Installation, Post install and Database) and can perform the following diagnostic functions: System (Full or Pre install) check: This feature will perform a diagnostic check on the following areas (Port, NIC, OS, Firewall, Install Log, ecopy Services, Database, Registry, File Set) and create an.xml file contains the results. Test / Set Connection: This feature will read the current store configuration and perform a connection test against the SQL Server using these credentials. Backup Database: This feature will perform a backup of the SQL Server database. This backup will only affect the ecopy ShareScan database (ecopysharescan). Perform a System Check : 1. Open Windows Explorer and browse to C:\Program Files\Nuance\ShareScan5\Server\Tools. 2. Run the SS_TroubleShooting.exe application. 3. Within the ShareScan TroubleShooter application, set the drop-down arrow to Full check. 4. Click the Start check button and allow the Process bar to complete until the Check complete dialog appears. Click OK. 5. Within the ShareScan TroubleShooter application, click the Save check result button to export the results as an.xml file. Please provide this file as an attachment to the support incident. Page 23
24 Perform a Test / Set Connection : 1. Within the ShareScan TroubleShooter application, click the Test / Set Connection button to display the following dialog: 2. Within the Set / test database connection dialog, click the Read from configuration button to pre-populate the required fields. 3. Click the Test connection button. Please provide a screen shot of the dialog prompted after clicking the Test connection button as an attachment to the support incident. For example: 4. Within the Set / test database connection dialog, click the Close button to exit. Page 24
25 Perform a Backup Database : Within the ShareScan TroubleShooter application, click the Backup database button to display the following dialog: If the SQL Server is successfully installed and configured, all fields and entries will auto-populate. However, the default user and password shown in the screen shot above will fail since it does not have full rights in the SQL Server environment to perform a backup. It is required to change the User and Password to the following: User: sa Password: <<Enter the System Administrator (sa) password>> Destination: C:\Program Files\Microsoft SQL Server\MSSQL10_50.MSSQLSERVER\MSSQL\Backup Filename: Backup 1. Click the Backup button to begin the backup of the specified database. Page 25
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