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Organising server log files

ℹ️ Info Applies to: on-prem customers; primedocs desktop, OneOffixx
Concerns: administrators

When we receive support requests, we ask for server log files depending on the case. These are stored on the application server and can be downloaded from the Admin Dashboard.

Find out here how to access the log files:

Instructions​

  1. Open the dashboard in your browser: Open the dashboard (requires the appropriate permissions)
  2. Click Apps.

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  1. Open the App Management of the relevant server application. Which server application you need the log files from depends on your problem:
  2. If it concerns a server-side address interface that is behaving incorrectly, this relates to the AddressService.
  3. If users cannot synchronise, this relates to the Service.
  4. Or if the dashboard itself is not displayed correctly, the log of the DataSourceAdminApp could provide information.
  5. Ask the support team in the ticket which specific server log files we need.

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  1. Click Download Logs as .zip. The log files of the last 7 days including today are now downloaded by your browser.

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  1. Extract the downloaded ZIP file.
  2. Now select the log files relevant to the analysis from the new folder:
  3. !⚠️ We always need the log file from the day on which the malfunction occurred.
  4. !⚠️ For a proper analysis we also need the exact time at which the malfunction occurred.
  5. If you do not know when the malfunction occurred, please clarify this with the relevant user.
  6. Attach the relevant log files to the ticket, e.g. the file serverApp.oolog
  7. Go to the primedocs Support Desk / OneOffixx Support Desk, depending on which product you are using.
  8. Open a new ticket or go to the existing ticket.
  9. In the text editor for adding a comment, click the image icon in the toolbar.
  10. Don't forget to tell us the exact time at which the problem occurred.