Producing Diagnostic Log Files

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Producing an ArcaOS install log (successful install)

An install log is not the same as a TestLog log file. If you need to produce a TestLog Log file, see the Producing a TestLog log file section.

This section applies if you need an install log and the install completed successfully. If the install aborted and did not complete, please see the next section “Producing an ArcaOS install log (failed install)”.

Go to \sys\install on your boot disk and look for a file named inst_*.zip where ‘*’ is a numeric date string (like ‘20170515’). For example

inst_20170515.zip

Attach the file you found to your ticket.

Producing an ArcaOS install log (failed install)

An install log is not the same as a TestLog log file. If you need to produce a TestLog Log file, see the Producing a TestLog log file section.

This section applies if you need an install log and the install did not complete. If the install completed successfully, please see the previous section “Producing an ArcaOS install log (successful install)”.

Go to \sys\install on your boot disk and look for a file named

inst_abend.zip

and attach that file to your ticket.

Producing an ArcaOS install log (hung install)

An install log is not the same as a TestLog log file. If you need to produce a TestLog Log file, see the Producing a TestLog log file section.

This section applies if you need an install log and the install hung part way through and never finished and never failed. If the install completed successfully, or failed, please see one the previous “Producing an ArcaOS install log” sections.

Note: The script for this feature only exists in ArcaOS 5.0.2 or later. If you have ArcaOS 5.0.1 or earlier you can the script here.

  1. Reboot your system back into the installer using your install media.
  2. Click on System Management.
  3. If you had to do a hard reset, or power off to regain control of your system, you might need to run chkdsk on the target volume. If so, do that now.
  4. Click on Command Prompts and open a Command Line (CMD)
  5. Type
    MkSupZip
  6. Answer any questions the script asks.
  7. The script will zip up all the required files and announce the file name that was created. Attach the created file to your ticket.

Producing a TestLog log file

A TestLog log file is not the same as an install log. If you need an install log, see the previous sections.

Warning: The TestLog program captures real time state from your system as well as captured driver state. Always run the TestLog program when the the problem you are reporting exists on your system so it can try to capture data about the problem. Also, do not run the TestLog program more than once per boot. Each time you run the TestLog program it clears the debug buffers so a second run will not collect the needed data.

Always make sure you have the latest TestLog program. Get the latest version from here. This is a self-executing WarpIn package. Simply execute it to install. Then open an OS/2 command window and type the requested testlog command. If no specific testlog command was specified use “testlog generic” as shown in the example below:

testlog generic

The TestLog program will prompt for a description of the problem. Type a brief comment describing your particular problem and press enter. This comment is included inside the log to help the developer when viewing the log file. A log file will be generated and the name of the log file will be displayed. Attach that log file to your ticket. Do not rename or zip the log file.

While you are free to examine the contents of the TestLog log file, beware that it is intended for the developers only. The log file contains raw data and things that might look like problems, including the words “error” and “failure” when these things may be normal and correct operation. Only the developer knows how to interpret the log file. You may not use anything in a log file as the basis for opening a ticket.

Producing a TestLog log file when booted from the ArcaOS DVD

Warning: Do not run the TestLog program more than once per boot. Each time you run the TestLog program it clears the debug buffers so a second run will not log needed data.

  1. Boot your ArcaOS install media (Either DVD or AOSBOOT USB stick) using the specific options specified by the developer. If nothing was specified use all the defaults. Wait until the installer GUI is displayed.
  2. Click “System Management”
  3. Click “Command Prompts->Command Line (CMD)”.
  4. Type this command:
    testlog generic
  5. The TestLog program will prompt for a description of the problem. Type a brief comment describing your particular problem and press enter. This comment is included inside the log file to help the developer when viewing the log file.
  6. A log file will be generated and the name of the log file will be displayed. Attach that log file to your ticket. Do not zip the log file.

There are several options for getting this log file attached to your ticket.

  1. Copy the log file to a USB stick and use a different system to attach it to your ticket.
  2. Use the web browser on the DVD to attach the log file to your ticket. Simply click “Tools->Web Browser” and go to mantis.arcanoae.com, log in and access your ticket. This will only work if the system is working well enough that the network is working.
  3. Use the automatic upload feature of the TestLog program.

Using the Automatic Upload Feature of the TestLog Program

TestLog v3.15 or later is required to use this feature. ArcaOS 5.0.3 and later versions contain a version of TestLog with this feature.

Warning: The TestLog program captures real time state from your system as well as captured driver state. Always run the TestLog program when the the problem you are reporting exists on your system so it can try to capture data about the problem. Also, do not run the TestLog program more than once per boot. Each time you run the TestLog program it clears the debug buffers so a second run will not collect the needed data.

  1. Boot your ArcaOS install media (Either DVD or AOSBOOT USB stick) using the specific options specified by the developer. If nothing was specified use all the defaults. Wait until the installer GUI is displayed.
  2. Click “System Management”
  3. Click “Command Prompts->Command Line (CMD)”.
  4. Type this command:
    testlog -u generic
  5. The TestLog program will prompt for a description of the problem. Type a brief comment describing your particular problem and press enter. This comment is included inside the log file to help the developer when viewing the log file.
  6. The TestLog program will attempt to upload the log file to the Arca Noae FTP server in a private location. If the upload is successful, post a note in your ticket and the developer will find the log file and attach it to your ticket. If the upload is successful it will finish very quickly. If there is a problem with the upload there could be a very long timeout period before the program continues.
  7. If the upload is not successful because of a data transfer error, the TestLog program will retry after a delay. You will have the option of cancelling the retry during this delay period. If the second upload attempt is not successful, the TestLog program will automatically try to find a writable disk and it will copy the log file there. There will be a delay before the copy takes place and you will have the option to cancel the copy during the delay period. If you are booted from an AOSBOOT USB stick, the TestLog program will copy the log file to that USB stick. If you are booted from the DVD, The TestLog program will find the first disk that supports long file names and the log file will be copied to that disk. Then you can reboot to a working system and attach the log file to your ticket. Do not zip the log file.

Note that the TestLog program always tries to generate a unique file name that corresponds to your system. Make a note of the file name so you can find it when you go to upload it.

Providing a Trap Screen Image

If you get a trap, or an IPE (Internal Processing Error) that results in a trap screen, often the developer will want to see the trap screen.

You can use any digital camera device, such as a cell phone to take a picture of the screen. However, be careful of the following things:

  • Do not use a flash. Turn the flash setting off.
  • The screen contents must be readable by the developer. Try to take the picture straight on, so the image is not skewed, and not too far away. Look at the picture after you take it and make sure the contents of the screen are clearly readable with no shadows, reflections, etc. Make sure you take a picture of just the screen and not a lot of background and walls behind the screen. Crop the picture with a picture editing tool such as PMView if necessary so only the screen contents are in the image.
  • Make sure the image is JPG or PNG format.
  • Make sure the file size is reasonable (less than about 1MB). You will not be allowed to upload excessively large files.