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>\<modeling tool version> directory and obtain <modeling tool name>.log file. Default path for Windows: C:\Users\<USERNAME>\AppData\Local\.<modeling tool name>\<modeling tool version number>
Go to <WebAppPlatform installation directory>/logs/webappplatform 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\WebAppPlatform\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> Go to the <user.home>\.authserver\<version number> directory and obtain the authserver.log file. Default path for Linux: /home/twcloud/.authserver/<version>
Go to <Cassandra installation directory>\logs directory 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, alfrescotomcat-stdout.log and catalina.log files. 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. |
In order to troubleshoot this issue, we will need the program’s log files (located in the install directory of your tool). Additional information might be required about the Java environment on which our modeling tools are based. The information we need is called the “heapdump” 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 examine the log files to troubleshoot the problem. The following list outlines how 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 <modeling tool installation directory>\bin, and run submit_issue.exe several times. It dumps threads into the log file. 2. Click Help > About on the main menu of your modeling tool. In the open dialog, select the Environment tab and click the Log File link. The log file opens.* 3. Save the file and register an issue. Click Help > Report an Issue on the main menu of your modeling tool *If a modeling tool is inactive, as of version 17.0.4, log file is stored in the following location:
By using Java VisualVM: Modeling tools developed by No Magic Inc. are Java-based; thus, you can use the Java VisualVM program for performance issue examination. Data 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 yourself with the whole procedure to gather more precise information. Step #8 should be started as soon as possible. On Windows OS:
On Mac OS:
On Linux OS:
|