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If you need assistance with using E2E products, don't be desperate: We are happy to help you!

  1. First of all you can consult our complete technical documentation.
    The documentation is divided into several guides: a Bridge User's Guide, Reference Guides for xUML services and Node.js services, a Builder User's Guide, an Analyzer User's Guide, Installation Guides and much more (see the content tree on the left).
    You can search the documentation using the search box in the top right.
  2. If you can't solve your problem with help of the documentation, you can have a look into our E2E Forum at http://forum.e2ebridge.com.
    Maybe, someone had a similar problem. Otherwise, you are invited to post a question there. E2E developers or fellow E2E Bridge users will help you.
  3. Last but not least, you can file a ticket to our E2E Support team at support@e2ebridge.com.
    All mails to our support mailbox will open a ticket in our service desk.
    Optionally, you may use our service desk portal. There, you can manage your tickets and raise new support requests. Using the portal requires you to register your email address, which will not take much time.

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.

Please note, that the quality of your report plays a significant role in reducing time that we need to fix the problem. 

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

  • the name of the Bridge installer file, e.g. E2EBridgeInstaller-win32-64-6.0.54.2.jar
  • the installation log file you can find at <user home>\.e2ebuilder\console.install.log

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

  • the name of the Builder plug-in file, e.g. E2EBridgeBuilderPlugin-6.0.15.5.x64.zip
  • the MagicDraw version you tried to install the Builder to

If you have got problems installing MagicDraw, please refer to the MagicDraw documentation and NoMagic support.

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

  • the name of the Analyzer installer file, e.g. E2EBridgeAnalyzerInstaller-6.0.15.5.x64.exe
  • the operating system you tried to install the Analyzer on
  • On Windows systems: Open a Command Prompt and start the installer with E2EBridgeAnalyzerInstaller-6.0.xxx.exe >install.log.
    This will route all error messages of the installer to a separate log file. Attach this log file to your support request.

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
  • the version number of the E2E Bridge installer

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).

  • the operating system the Bridge is running on

  • the log files listed below of the day, the error occurred
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:
  • <bridge data directory>\servlets\logs\admin
  • <bridge data directory>\servlets\logs\bridge
  • <bridge data directory>\servlets\logs\console
  • <bridge data directory>\servlets\logs\domain
  • <bridge data directory>\servlets\logs\proxy

If you can reproduce the problem, then

  1. Activate log level Debug.
    For information on how to set the log level of a service, refer to Bridge Log Level  .
  2. Reproduce the problem.
  3. Reset the log level to Info.

Collect the log files after you have done this.

  • If the E2E Bridge does not start at all, ...
... send the log files from <bridge data directory>/servlets/logs/start*.log

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
  • the version  number of the E2E xUML Runtime

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).

  • the operating system the Bridge is running on

  • the bridgeserver log file of the day the error occurred

For each day, the E2E Bridge creates a new log file in the following directory: <bridge data directory>\bridge_<name of the service>\logs\bridgeserver_<date>.log

You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).

  • If your problem touches specific functionality, please prepare a minimal project that reproduces the problem and attach it to your support request.

We need: the XML model file, the compiled repository, test case(s)

Providing us with a model that requires additional backends slows down the work significantly! 

If you cannot reduce your project, send the complete E2E Bridge project including model, compiled repository and test cases.

  • Provide us with a detailed, step-by-step description of how to reproduce the problem.
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:

  • If an xUML service does not start, we need the start log of the service.

The E2E Bridge logs startup information to a file in the following directory: <bridge data directory>\bridge_<name of the service>\logs\start.log

You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).

  • If an xUML service crashes ( sign in the E2E Bridge), we need the start log (see above) and the E2E Bridge project including model, compiled repository and test cases.
    If you can not reproduce the error ...
If the Java adapter is used in the service, send file <bridge data directory>\bridge_<name of the service>\hs_err_pid<process_number>.log.

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:

  • Log in as Bridge user and manually start the xUML service using the command:

    <bridge data directory>/bridge_<name of the service>/bin/start.sh <bridge prog directory>

  • Enable core dumps on the E2E Bridge by editing file <bridge prog directory>/bin/e2e_console.sh.
    Find the line

    echo ulimit -S -c 0 >> $TOMCAT_SCRIPT

    add a #-sign in front of the line (to comment this line out) it and restart the Bridge.

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 E2E Builder version

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.

  • If exceptions occurred, send the MagicDraw log file too.
MagicDraw VersionLog File
16.9 or 17.0 <user home>\.magicdraw\<version number>\md.log
18.0 <user home>\AppData\Local\.magicdraw\<version number>\magicdraw.log
  • If possible send the whole project or all involved UML files and all required resources.
Don't forget the XMI files in the import-directory.
  • If it is not possible to send the sources, send us the bxmi.wi file.

To find this file:

  1. Go into the .$work directory in your Bridge project.

  2. Open the .xmi.id file and search for the UML file causing the issues. Copy the content of the id attribute (e.g. 950939989).

  3. In .$work, open the directory having the same name as the id attribute found in the previous step.

  4. Look for file <id attribute>.bxmi.wi.

  5. Zip this file and send it to E2E Support.

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 E2E Analyzer version

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.

  • If possible send the whole project or all involved repositories and all required resources.

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