Recommended Information Needed When Submitting An Incident Report [PDF]

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Recommended Information Needed When Submitting an Incident Report (IR) for Teamcenter Collection of Data Necessary for Successful Resolution of Teamcenter IRs To help reduce the time it takes to analyze calls and isolate issues that quickly need to be converted to problem reports, the following information needs to be available when calling or included when opening an incident report as part: 1. Specifically state all versions used of each product • Teamcenter Version (include Service Pack and Patch level) • Language used (English, Japanese, German, etc.) • Versions of each integration used that is applicable to the problem (NX, CATIA, AutoCAD, etc.) 2. Hardware Configuration (for both client and server), including Operating System Language and Operating System Version (with Service Pack). State whether it is a 2-tier or a 4-tier configuration. 3. Provide a complete evaluation of the problem with a full set of steps that are needed to duplicate the issue. Specifically state if the problem could be reproduced on an .Out of the Box. environment. If the problem could not be reproduced on the .Out of the box. environment, state the differences that exist between your environment and that of the .Out of the Box. environment. 4. Provide complete logs for the relevant modules. If you cannot duplicate the problem, set the following variables to collect more information in the journals: •

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For Syslogs & Jnls • When there is a problem set the following variables to collect the syslog and journal files • set TC_DEBUG=ON • set TC_Journalling=ON • set TC_journaling=ON • set TC_Journal_Modules=ALL • set TC_POM_JOURNALLING=N • set IMAN_KEEP_SYSTEM_LOG=TRUE • set TC_KEEP_SYSTEM_LOG=TRUE • set TC_SQL_DEBUG=BJPT • set UGII_CHECKING_LEVEL=1 • set API_JOURNAL=FULL • set TC_JOURNAL_MODULES=ALL • set TC_JOURNAL_ROUTINE_SUMMARY_ALL=1 • set TC_JOURNAL=FULL • TC_JOURNAL_PERFORMANCE_ONLY=2 • TC_JOURNAL_MODULES=NONE (*) • TC_SQL_DEBUG=bJT (**) (*) - Omit this setting to get more detailed information, at the expense of much larger file (**) - Omit this setting if not interested in SQL Turn on PJL files generation by turning on journaling at the rich client when reporting performance related issues.

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For comlog • RAC • •

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For Perspectives: Active Workspace In Chrome: Go to Menu -> More Tools -> Developer Tools Find the Network Tab and select “XHR” Tab. Clear the existing results and select Object in Active Workspace to record ne logging information. After information is captured, RMB on the object you need information on and save as “HAR with content” In FireFox:

Enable Developer Tools, select Network Tab, and reload. In the Developer Tools panel, RMB and select “Save All as HAR”. Note: HttpWatch is an application you can use to open HAR files: https://toolbox.googleapps.com/apps/har_analyzer/

TcFTSIndexer and SOLR Set logger.properties: • Edit %tc_data%\logger.properties • logging.rootLogger=DEBUG • logging.logger.Teamcenter=DEBUG • logging.logger.Teamcenter.Soa.Communication=DEBUG Set log4j.properties: • Edit %tc_root%\TcFTSIndexer\conf\log4j.properties • Log4j.logger.com.Siemens.Teamcenter.ftsi=DEBUG Set tc_profilevars: • Edit %tc_data%\tc_profilevars • set TC_KEEP_SYSTEM_LOG=Y • set TC_SLOW_SQL=1 • Set TC_SQL_DEBUG=PT 2|Page

NOTE: If there are performance issues, set these to enable performance journaling [.pjl file will be created] • TC_JOURNAL=FULL • TC_JOURNAL_PERFORMANCE_ONLY=1 (any value will do) Restart Solr Restart TcServers Poolmanagers Retest issue Capture these logs: • %tc_root%\TcFTSIndexer\logs\TcFTSIndexer.log • %temp%\tcserver.exe*syslog • %temp%\tcserver.exe*.comlog NOTE: Copy the syslog and comlog based on the Date that matches your test. Provide development with these 3 log files. If performance journaling was enabled, provide the pjl file • %temp%\tcserver.exe*.pjl AutoCAD: log %TEMP%\TCAA__.LOG.

CATIA: catiamanager_client__.syslog . For V9 set CATIAMANAGER_user_trace=true; for 2005 set CATIAMANAGER_client_trace=true FMS: Basic FMS configuration FCC.xml, FSC.xml, FMSmaster.xml and log files generated in the %fms_home% and fms config directory. I-deas: TB.log, Teamcenter imanserver/tcserver.syslog Add .DlogLevel=4 in idnportal.bat (or start_Idn_portal on UNIX) to the java commands. Example. JAVA_COMMAND=%JAVA_COMMAND% DIMAN_PORTAL_ROOT=.%IPR%.