Debug: Creating Debug Log Files for Support

Generate Debug Log Files for EveryonePrint Mobile Print Support: Streamlining Troubleshooting with Comprehensive Debugging Data.

Before you start: Confirm you're running the latest version of EveryonePrint.

You need to collect debug information to attach to a Support case for 2 reasons :

• You face a reproducible issue, like a type of document or email not printing properly, a connection issue from a mobile device, etc.
• You face a random issue, like a system hang at random etc.

Note: It is important to report date/time, username or filename, or any other context information that will help us track down the issue.

This article contains the following sections:

1. Integrated server logs collection.
2. Manual server logs collection.
3. Collect logs for other EveryonePrint components.

1) Integrated server logs collection

Note: if the Administrator console is not accessible, go directly to step 2. Manual server logs collection.

• Open Administrator console -> General settings -> Debug Logging:
  • verify "Enable debug logging" is set to "Yes"
  • adjust "Automatically delete log files older than 'n' days" if necessary
  • click "Save Changes" at the bottom of the page
• Reproduce the action/print that fails, or let the system logging information until the suspected problem occurs.
• When the issue has occurred, get back to Administrator console -> click "Help" at the top right.
  
• Then click the Create Zip File for Support grey button.
  
• A zip file is automatically created in <Program Files (x86)>\EveryonePrint\temp with a name like Files-For-Support-yyyy_mm_dd-hh_mm_ss.zip.
  
  
• Attach the ZIP file to the Support case.
  
  

2) Manual server logs collection

1. Zip content of directory: <EOP install dir>\logs
2. Zip content of directory: <EOP install dir>\temp\bd\rtelogs
3. Copy config files :
   • <EOP install dir>\eop.xml
   • <EOP install dir>\printers.xml
4. If you have changed Web port configuration or configured SSL certificates,copy content of this folder:<EOP install dir>\etc
5. Attach all files to the support ticket

3) Collect logs for other EveryonePrint components

3.1) Capture debug logs from EveryonePrint Mobile Gateway

1. If the problem relates to printing from a mobile device:
   1. Re-do the print job that fails.
   2. Let the system logging information until the suspected problem occurs.
2. Zip all files from directory: <EOP Mobile Gateway install dir>\logs.
3. Copy config file : <EOP Mobile Gateway install dir>\defaults.xml.
4. Attach the ZIP file and config file to the support case.
5. Note date/time of the incident and any other valuable information (user, IP address of mobile device).

3.2) Capture debug logs from iOS device

In order to troubleshoot EveryonePrint iOS App, it is sometimes necessary to provide Customer Support with log file to help track-down what does occur within the application.

How to retrieve the log file:

On iOS device:

1. Open EveryonePrint Mobile App -> Settings.
2. Make sure that debug logging is enabled (1).
3. Click "Reset log file" (2).
4. Perform the action that fails with EveryonePrint Mobile App.
5. Get back to EveryonePrint Mobile App-> Settings.
6. Click "Create email with log file" and send the email to yourself (3).

On your PC:

1. Retrieve the email from iOS device.
2. Copy its content as a text file to the Support Case.

3.3) Capture debug logs from Android device

In order to troubleshoot EveryonePrint Android App, it is sometimes necessary to provide Customer Support with log file to help track-down what does occur withint the application.

How to retrieve the log file:

On Android device:

1. Perform the action that fails with EveryonePrint Mobile App.
2. Connect your Android device via USB.
3. Verify in the status bar that "USB for File Transfers (MTP)" is enabled.

On your PC:

1. Open your file manager and navigate to the Android device.
2. Browse to "<Android-device>\Internal storage\logback" directory.
3. Copy "EveryonePrint.log" to the Support Case.