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What Information to Include into a Support Request?
To help you with your problem, E2E Support team needs some information on your software and environment.
Installation Problems
Problem with Bridge Installation | If you have got a problem with installing the E2E Bridge, refer to Troubleshooting the E2E Bridge Installation in our online documentation. If this does not help, and you want to create a support ticket, please provide us with
| Double click the text block below to copy&paste the information template to your support request: Bridge Installer: Operating System: Problem Description: Attached File: console.install.log |
Problem with Builder Installation | If you have got a problem with installing the E2E Builder, please provide us with
| Double click the text block below to copy&paste the information template to your support request: Builder Plugin: MagicDraw Version: Operating System: Problem Description: |
Problem with Analyzer Installation | If you have got a problem with installing the E2E Analyzer, please provide us with
| Double click the text block below to copy&paste the information template to your support request: Analyzer Installer: Operating System: Problem Description: Attached File: install.log |
General Problem with E2E Bridge Operating
If you have got Bridge operating problems like e.g. with creating users or groups, proxy management, uploading the firmware, etc. continue reading to find a list of information we need to work on your problem.
If you have got service related problems, refer to BRIDGE Support further below.
Double click the text block below to copy&paste the information template to your support request:
Bridge Installer Version: Operating System: Problem Description: Attached File(s): console logs, start logs
| Open the E2E Bridge administration console, go to the Bridge node and copy&paste the text displayed on the Runtime tab (see also Managing a Bridge Node Instance). |
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| For each day, the E2E Bridge creates a new log file. Each part of the E2E Bridge writes his own log file, so you have to collect the files named <error date>.log from the following directories:
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| ... send the log files from <bridge data directory>/servlets/logs/start*.log
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xUML Service Problem
If you have got problems with one or more xUML services, find below a list of information we need to work on your request.
Double click the text block below to copy&paste the information template to your support request:
xUML Runtime Version: Operating System: Problem Description (Step-By-Step): Attached File(s): bridgeserver log, Builder project ZIP, start.log, dump information
| If you do not know your Runtime version number, open the E2E Bridge administration console, go to the Bridge node and look at the Runtime tab (see also Managing a Bridge Node Instance). |
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| For each day, the E2E Bridge creates a new log file in the following directory: You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services). |
| We need: the XML model file, the compiled repository, test case(s) If you cannot reduce your project, send the complete E2E Bridge project including model, compiled repository and test cases. |
| Add information on the problem, e.g. if it occurs always or sometimes only. |
Specific Problems
If you have a specific problem, we may need additional information:
| The E2E Bridge logs startup information to a file in the following directory: You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services). |
| If the Java adapter is used in the service, send file
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On Windows, enable full user-mode dumps in Windows Error Reporting and install the symbol xUML Runtime packages for the dump file to be created next time the service crashes. You can request the symbol packages from our support. | |
On Unix, enable core dumps. You have got two possibilities to do this:
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Compile Problems With E2E Builder
If you have got problems with compiling a model with the E2E Builder, find below a list of information we need to work on your request.
Double click the text block below to copy&paste the information template to your support request:
Builder Version: MagicDraw Version: Operating System: Problem Description: Attached File(s): md.log or magicdraw.log, Builder project ZIP
| The version numbers can easily be copied to the clipboard by going to the E2E Builder > About menu. There you can copy the whole version information by clicking Copy to Clipboard. | ||||||
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| Don't forget the XMI files in the import-directory. | ||||||
| To find this file:
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Problems with the E2E Analyzer
If you have got problems with the E2E Analyzer, find below a list of information we need to work on your request.
Double click the text block below to copy&paste the information template to your support request:
Analyzer Version: Operating System: Problem Description: Attached File(s): Builder project ZIP
| The version numbers can easily be copied to the clipboard by going to the Help > About menu. There you can copy the whole version information by clicking Copy to Clipboard. |
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