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.
Using the log file script package
The script package contains utilities for gathering and managing log files on your Teamwork Cloud server. These scripts are designed to run from a Linux or Windows Cygwin command line.
Create log file package Use the getlogfiles.sh script to create a package of all log files associated with Teamwork Cloud operations. This script will create a TAR archive file containing all the latest logs, as well as some system information. The TAR package can be sent along with your support request to help analyze Teamwork Cloud-related issues.
Reset log files Sometimes you may need to create a fresh set of log files. Use the clearlogfiles.sh script to reset the log files associated with Teamwork Cloud operations. Please make sure all Teamwork Cloud services are stopped before running the script. This script will then rename all the current log files so that new log files can be generated when the Teamwork Cloud services are restarted. Resetting the log files will ensure that the logs will only contain the latest startup information.
Accessing log files
Installation paths
PACKAGE
OS
VERSION
INSTALL_ROOT
Teamwork Cloud
Linux
22xR2, 24x
<install_root>/CATIANoMagicServices
22xR1 and older
<install_root>/TeamworkCloudSuite
Windows
22xR2, 24x
<install_root>\CATIANoMagicServices
22xR1 and older
<install_root>\TeamworkCloudSuite
Magic Collaboration Studio
Linux
All
<install_root>/MagicCollaborationStudio
Windows
All
<install_root>\MagicCollaborationStudio
For a modeling tool:
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 the <user.home>\<.modeling tool name>\<modeling tool version> directoryand obtain <modeling tool name>.log file.
Default path for Windows: C:\Users\<USERNAME>\AppData\Local\.<modeling tool name>\<modeling tool version number> Default path for other operating systems: <user.home>/.<modeling tool name>/< modeling tool version number>
For Web Application Platform/Cameo Collaborator for Teamwork Cloud:
Log file for earlier versions Linux: /home/twcloud/.twcloud/<version>/server.log Windows: C:\Users\<user>\.twcloud\<version>\server.log
For Authentication server:
Log file for 2022x and later Linux: <install_root>/WebAppPlatform/logs/webappplatform/authentication.log Windows: <install_root>\WebAppPlatform\logs\webappplatform\authentication.log
Configuration for 2022x and newer Linux: <install_root>/WebAppPlatform\shared\conf\authserver.properties Windows: <install_root>\WebAppPlatform\shared\conf\authserver.properties
Log file for earlier versions Linux: /home/twcloud/.authserver/<version>/authserver.log Windows: C:\Users\<user>\.authserver\<version>\authserver.log
Configuration for earlier versions Linux: <install_root>/AuthServer/config/authserver.properties Windows: <install_root>\AuthServer\config\authserver.properties
For Cassandra:
Log file Linux: /var/log/cassandra/system.log
Configuration files Linux: /etc/cassandra/conf
Properties files for Teamwork Cloud:
Default for Linux: /opt/local/TeamworkCloud/configuration/application.conf /opt/local/TeamworkCloud/Authserver/config/authserver.properties /opt/local/TeamworkCloud/WebAppPlatform/shared/conf/webappplatform.properties
Default for Windows: C:\Program Files\TeamworkCloud\configuration\application.conf C:\Program Files\TeamworkCloud\Authserver\config\authserver.properties C:\Program Files\TeamworkCloud\WebAppPlatform\shared\conf\webappplatform.properties
Generating a log file
If the performance of your modeling tool declines or it freezes, go to <modeling tool installation directory>\bin, and run the submit_issue.exe or submit_issue.sh 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 or <modeling tool installation directory> directory. The names of these log files start with "hs_err", e.g., hs_err_pid15693.log. If you find the Java crash log file, it indicates that Java was the reason of your modeling tool crash.