|
|
| Line 3: |
Line 3: |
| | Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred. | | Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred. |
| | | | |
| − | =Location of Log File=
| + | There are two procedures: |
| − | The application log is a log file relating to the function of the application in general. This is the most commonly requested log file.
| + | |
| | | | |
| − | These log files are located in:
| + | =Procedures= |
| | + | ==Truncated== |
| | + | '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|See here]]'''. |
| | | | |
| − | C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\
| + | ==Full== |
| − | | + | '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full |See here]]'''. |
| − | The filename structure is:
| + | |
| − | | + | |
| − | lsd_log_YYYY_M_D.txt
| + | |
| − | | + | |
| − | For example, a log file created for 2 July, 2021, would have the filename:
| + | |
| − | | + | |
| − | lsd_log_2021_7_2.txt
| + | |
| − | | + | |
| − | Sort the list by ''Date Modified'', in reverse-chronological order (latest on top).
| + | |
| − | | + | |
| − | A separate log file is created for each calendar day. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five.
| + | |
| − | | + | |
| − | =Procedure= | + | |
| − | ==General==
| + | |
| − | If it's not possible to generate the issue easily, or if asked for a specific or specific log files, use this procedure:
| + | |
| − | | + | |
| − | #In Windows Explorer, open the log-file location.
| + | |
| − | #Identify the required log file(s).
| + | |
| − | | + | |
| − | ==Producing a Truncated Log==
| + | |
| − | If it's possible to generate the issue easily, use this procedure to produce a much shorter log, to make it easier to work with:
| + | |
| − | | + | |
| − | #In the ''Windows Services'' console, stop the ''LaytonServiceDesk'' service. This is necessary to stop it writing to the log file.
| + | |
| − | #In Windows Explorer, open the log-file location.
| + | |
| − | #Sort the folder by Date Created, to identify the latest log file.
| + | |
| − | #If Support asks you to, move the log file elsewhere as a backup, otherwise, delete it.
| + | |
| − | #Start the ''LaytonServiceDesk'' service.
| + | |
| − | #Generate the issue again.
| + | |
| − | #In Windows Explorer, copy the latest log file elsewhere, to preserve it as short as possible.
| + | |
| − | | + | |
| − | ==Sending to Support==
| + | |
| − | #Zip the log file(s).
| + | |
| − | | + | |
| − | | + | |
| − | | + | |
| − | In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[http://laytontech.leapfile.net upload service]'''.
| + | |
| − | | + | |
| − | =LDAP Import Log=
| + | |
| − | See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|here]]''' for sending the LDAP Import Log.
| + | |
Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred.
