How to Run the Supportworks Client in Debug Mode

From support-works
Revision as of 09:25, 10 April 2015 by Rickyf (talk | contribs) (Created page with "{{Template:Basic Cover |title=How to Run the Supportworks Client in Debug Mode |type=FAQ |htl=Y }} {{Template:Basic Status |status=Published |version=1.0 |authors=HTL QA |app...")
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)
Jump to navigation Jump to search

Status: Published
Version: 1.0
Authors: HTL QA
Applies to: Supportworks ESP

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:

  1. On the client machine, right-click the Windows Desktop and select New > Shortcut.
  2. 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 swcliN.exe, where N represents the Supportworks version.
  3. Click OK and then Next.
  4. Enter a name for the shortcut and click Finish.
  5. Right-click the new shortcut and choose Properties.
  6. On the Shortcut tab, enter the following parameter at the end of the command line in the Target field, outside of the double quotes:
  7. Click Apply and OK.
  8. 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 swcliN_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:

  1. Run the Supportworks client.
  2. Choose Help > About Supportworks and select the Logging tab.
  3. 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, SwClientN.log). Make a note of the file's name and location.
  4. Click Save.
  5. If you wish to exclude logging at certain severity levels, or in certain categories, then clear the relevant checkboxes.
  6. Click Close.

The client will now log all relevant user and system processes in the text file you specified (possibly SwClientN.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.