View source for How to Run the Supportworks Client in Debug Mode

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== How to Run the Supportworks Client in Debug Mode ==

This   topic gives you instructions on how to run the Supportworks Version 7.x  client in debug  mode, which is useful for troubleshooting problems  relating to client  functionality. Whilst in debug mode, the client will  log information to a  file that will help Hornbill identify the root  cause of  an outstanding issue and provide a fix.

There are two ways in which you can run the client in debug mode, depending on whether the debugging is to be long-term or short-term:

=== Method 1: Long-Term Debug ===

This  method is suitable for diagnosing login issues, or any others that are  not readily replicable and therefore require the client to run in debug  mode indefinitely. It entails creating a client shortcut that switches  on that mode every time the user logs in.

Here is the procedure:

# On the client machine, right-click the Windows Desktop and select New > Shortcut.
#  In the wizard dialogue, browse to the location of the Supportworks  client (for example,  C:\Program Files\Hornbill\Supportworks Client\)  and select the client  executable, which would be swcli''N''.exe, where ''N'' represents the Supportworks version.
# Click OK and then Next.
# Enter a name for the shortcut and click Finish.
# Right-click the new shortcut and choose Properties.
#  On the Shortcut tab, enter the following parameter at the end of the  command line in the Target field, outside of the double quotes:
#:-debug
# Click Apply and OK.
# Run the Supportworks client from this shortcut. 

The client will now log all user and system processes, in all categories, in a text file named swcli''N''_debug.log (where ''N''  represents the Supportworks version). This file is stored in one of  several possible places, depending on the version of Windows, on the  version of Supportworks and on a particular choice made during client  installation. For example, the location could be any of the following:

* C:\Program Files\Hornbill\Supportworks Client\
* C:\Documents and Settings\''user''\Application Data\Hornbill\Supportworks Client 7.x.x\
* C:\Documents and Settings\All Users\Application Data\Hornbill\Supportworks Client 7.x.x\
* C:\Users\''user''\Application Data\Hornbill\Supportworks Client 7.x.x\

If there is more than one version of the client installed on the workstation, be sure you look in the appropriate location.

=== Method 2: Short-Term Debug ===

This  method is suitable for diagnosing errors that can be replicated at  will, which means that the client does not need to be run in debug mode  for longer than the current login session. It simply involves  specifying, from within the client, a file in which the debug  information is to be logged. You can also elect to filter the  information by severity level and by category.

Note that the debug mode set using this method will ''not'' switch on automatically at any subsequent login.

Here is the procedure:

# Run the Supportworks client.
# Choose Help > About  Supportworks and select the Logging tab.
#  Click on the Initialise button, browse to a location of your choice  (perhaps your desktop) and enter a suitable name for the debug text file  to create (or accept the default, SwClient''N''.log). Make a note of the file's name and location.
# Click Save.
# If you wish to exclude logging at certain severity levels, or in certain categories, then clear the relevant checkboxes.
# Click Close.

The client will now log all relevant user and system processes in the text file you specified (possibly SwClient''N''.log on your desktop).

=== What to Do with the Debug File ===

The  type of debug file generated will always be the same irrespective of  the method used to run the client in that mode. Once the client error  has re-appeared,  please forward the file to the Hornbill Support Team, who will then  analyse it and attempt to track down the cause of the problem.