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When you report an issue with your modeling tool, Cameo Collaborator or = Teamwork Cloud, always include related log files. Log files provide useful = information that we need to investigate and troubleshoot your problem.
Accessing log files
Open your modeling tool and in the main menu go to Help > About <modeling tool name>. In = the Environment tab, click the link provided in = the Log File line to open a log file.
Or
Go to <user.home>\<.modeling tool name>\<modelin= g tool version> directory and obtain &l= t;modeling tool name>.log file.
Default path for Windows: C:\Users\<USERNAME>\AppData\Local\.&=
lt;modeling tool name>\<modeling tool version number>
Default path for other operating systems: <user.home>/.<=
modeling tool name>/< modeling tool version number>
Go to <WebAppPlatform installation directory>/logs/webapp= platform directory, and obtain the web-app.log = ;and/or collaborator.log files.
Default path for Linux: /opt/local/TeamworkCloud/WebAppPlatform= /logs/webappplatform
Default path for Windows: C:\Program Files\TeamworkCloud\WebApp= Platform\logs\webappplatform
Go to the <user.home>\.twcloud\<version number> directory and obtain the server.log file.
Default path for Linux: /home/twcloud/.twcloud/<version><= br>Default path for Windows: C:\Users\<USER>\.twcloud\&= lt;version>
Go to the <user.home>\.authserver\<version number><=
/em> directory and obtain the authserver.log file.<=
/p>
Default path for Linux: /home/twcloud/.authserver/<version&g=
t; Go to <Cassandra installation directory>\logs d=
irectory and obtain the cassandra.log file. Default path for Linux: /var/log/cassandra Default for Linux: Default for Windows: Go to Alfresco Community installation directory, and obtain the alfresco.log, share.log and solr.log =
;files. Go to <Alfresco Community installation directory>\tomcat\=
logs, and obtain the alfrescotomcat-stderr.log, alfrescotomca=
t-stdout.log and catalina.log files. Generating a log file If the performance of your modeling tool declines or it freezes, go to&n=
bsp;<modeling tool installation directory>\bin, and run=
the submit_issue.exe or submit_issue.sh&n=
bsp;file several times. It dumps threads into the log file of your modeling=
tool. Then you can access the log file as described above. Java crash log files If your modeling tool crashes (disappears), try searching for Java crash=
log files. They are stored in the running location of the modeling tool, e=
.g., the <modeling tool installation directory>/bin&nbs=
p;or <modeling tool installation directory> direct=
ory. The names of these log files start with "hs_err", e.g., hs_er=
r_pid15693.log. If you find the Java crash log file, it indicates that=
Java was the reason of your modeling tool crash.
Default path for Windows: C:\Users\<USER>\.authse=
rver\<version>
Default path=
for Windows: C:\apache-cassandra-<version>\logs
/opt/local/TeamworkCloud/configuration/applica=
tion.conf
/opt/local/TeamworkCloud/Authserver/config/authserver=
.properties
/opt/local/TeamworkCloud/WebAppPlatform/shared/conf=
/webappplatform.properties
C:\Program Files\TeamworkCloud\configuration=
\application.conf
C:\Program Files\TeamworkCloud\Authserver\con=
fig\authserver.properties
C:\Program Files\TeamworkCloud\WebApp=
Platform\shared\conf\webappplatform.properties
In order to troubleshoot this issue, we will need the program=E2=80=99s = log files (located in the install directory of your tool). Additional infor= mation might be required about the Java environment on which our modeling t= ools are based. The information we need is called the =E2=80=9Cheapdump=E2= =80=9D and can be obtained using the Java VisualVM program.
Please read and follow this procedure to install Java VisualVM and send = this data to us (while the tool is running):
To solve the problem, we need a little input from you. We need to examin= e the log files to troubleshoot the problem. The following list outlines ho= w to submit log files:
Generating a log file when the modeling tool freezes or performs= slowly:
1. When a modeling tool runs slowly or freezes, open <m= odeling tool installation directory>\bin, and run sub= mit_issue.exe several times. It dumps threads into the log file.<= /p>
2. Click Help > About on the main menu of your modeling tool. In the open dialog, select t= he Environment tab and click the Lo= g File link. The log file opens.*
3. Save the file and register an issue. Click Help= > Report an Issue on the main menu of y= our modeling tool
*If a modeling tool is inactive, you can find the log file un= der:
By using Java VisualVM:
Our modeling tools are Java-based; thus, = you can use the Java VisualVM program for performance issue examination. Da= ta provided by VisualVM may help to explore issues accurately.
The following steps outline how to obtain= the data from VisualVM:
Note. Please read the steps first to familiarize y= ourself with the whole procedure to gather more precise information. Step #= 8 should be started as soon as possible.
On Windows OS:
On Linux OS:
While performing small ordinary tasks (not individual large operations, = such as opening a large project or merging several large projects), modelin= g tool memory leaks may cause OutOfMemory exception errors. This is due to = the cumulative effect of performing many small operations that normally do = not cause any problems.
In order to analyze and fix the issue, more information is required. Ple= ase provide us with the following information:
To create a memory dump file, please do the following:
The dump file will be created in the provided location =E2=80=93 d:\\sna= pshots (please make sure that this location is available), if an OutOfMemor= y exception occurs. As the file may be large, please zip the created file, = and upload it to the provided ftp server.
*
This issue appears when MagicDraw =
Look and Feel is Windows. Please change the Look and Feel to Metal. For thi=
s, select Options > Look and Feel > Metal
If you are running the Sun's JVM, set the following java properties in y= our mduml.properties* file: in the line JAVA_ARGS=3D-Xmx6= 00M, change the number of heap size '600' to maximal heap size in megabytes= .
For example:
JAVA_ARGS=3D-Xmx800M
This sets java heap size to 800 megabytes.
If you get exception "java.lang.OutOfMemoryError: PermGen space" please,= check if PermSize is specified in mduml.properties* file= .
The JAVA_ARGS line should look like:
JAVA_ARGS=3D-Xmx600M -XX\:PermSize\=3D40M -XX\:MaxPermSize\=3D150M
If PermSize is specified in mduml.properties* file and= the same problem still appears, the MaxPermSize should be increased. PermS= ize is part of heap size, so MaxPermSize should always be smaller than heap= size specified with Xmx parameter.
For example:
JAVA_ARGS=3D-Xmx600M -XX\:PermSize\=3D40M -XX\:MaxPermSize\=3D200M
* If you are using MagicDraw 17.0.5 or later, the name= of the property file is magicdraw.properties.
In cases when MagicDraw is not res= ponding, please, run submit_issue.exe. You may find it in /bin/ folder. In = case there are processes, submit issue produces thread dump for it and writ= es it to md.log file. You can grab thread dump directly from Report an Issu= e frame, "MD log file" tab. Please attach thread dump to this issue report = or send us md.log file. This log can be found in the user home directory ( = /.magicdraw/ ).
We noticed such behavior under Win= dows NT when mapped network drives are present, but a portion of them are o= ffline. Try disconnecting all offline drives.
When you work with very large models or use a lot of diagrams at a time,= the performance of MagicDraw may become slow. To increase an efficiency of= modeling, we suggest the following solutions:
For more information see "MagicDraw User Manual" > "Performance Impro= vement" section. Manual is available in < MagicDraw installation directo= ry > \manual\