Helping the customer get logs

3VR will get logs from customers in the following two scenarios:

  1. 3VR may request logs from an integrator to diagnose a problem not resolved by standard troubleshooting steps.
  2. An integrator may contact 3VR Support to request that 3VR analyze the logs of a system that experienced a problem that is now resolved (most often occurs with Wells Fargo lockups).

You can tell the caller that the system logs information about its processes, and that when those processes don’t run correctly for some reason, we need to check the log files to track the issue down.

1. Before you ask for logs:

  1. Read through all the log-gathering steps. Can the user handle this process?
  2. If connected locally (versus via a laptop or remotely), does the caller have a USB drive with space to copy logs from the 3VR to a computer with internet access?
  3. Does the caller have a computer with internet access available, to either upload or email the logs?
  4. If they can get you logs, ask them to first try reproducing the issue and noting the exact time and date when they saw the issue occur, then collect logs from the system for the full day today. That way you’ll be sure to see the exception/error in the logs. Otherwise, find out when the issue first occured, and collect all logs from that date.
  5. For lockups, it is preferred to collect the logs by file rather than by date--it will be easy to see by the files when the system went offline.
  6. Make sure you have filled out the case notes with the following information.
  • System serial number
  • Software version
  • Description of the problem and steps taken to resolve on site
  • Date the problem was first noticed, and if resolved, date the problem was resolved/fixed itself

2. Walk them though copying logs from SystemManager, or email them instructions.

NOTE: IT IS RECOMMENDED TO WAIT 10-15 MINUTES BEFORE PULLING LOGS SO THAT ANY ACTIONS YOU HAVE A TECHNICIAN DO APPEARS IN THE LOGS.

 

  1. In System Manager (must be logged in as an integrator-level user, such as techrep), go to the Maintenance tab.
  2. Select the Copy Logs sub-tab
  3. From the Server drop-down, select your server. *For systems on an enterprise, you will need logs from both the individual server and the enterprise server.*
  4. Select the radio button to copy logs By Date or By File.
  5. To copy by Date, select the date range. (Easiest)
  6. To copy by File, note that the log files are named by date. Select the log files from the date the issue was first observed. For example, in the case of a lock up, we want logs from today as well as the last day there is video data on the system. You can select multiple logs in the same way you would select multiple files in Explorer—hold down the Ctrl key and click multiple files, or to select a continuous range click the first file of the range, press and hold the Shift key, and click the last file in the range to select the whole range.
  7. On the right-hand side, under Destination, click the Save Logs To: radio button.
  8. Click the … button, navigate to the directory to copy files to, select it, and click OK.
  9. Click Copy Logs.

 

Getting Logs at Level 4:

  1. Plug a USB thumb drive into the system.
  2. Double-click the mouse in the upper left corner of the monitor. A gray text box with a red X on the right side will appear.
  3. Type in the 3VR password for the day and press the Enter key.
  4. The 3VR Administration Console will open. Click the Explorer button.
  5. Open the X:\ drive and copy the log files you are interested in from the X:\Logs folder to your thumb drive.

 

Methods for sending in logs for analysis:

HTTP - Preferred Method

  1. In a web browser, navigate to http://uploadlogs.3vr.com/
  2. Click the Choose File button and select the exported logs file.
  3. Type in the Customer Company Name, and Location or Appliance Name.
  4. For Username and Password, enter techrep and 3MeDeee.
  5. Add any relevant info under Details.
  6. Optionally, enter the Email Address of the person sending in the logs and check the Send confirmation email? box
  7. Click the Upload button.

Support will receive an email when logs are uploaded.

 

Email

from email client:

  • send to logs@3vr.com
  • this address copies supportreps@3vr.com
  • attachments will be pulled from the email and posted to \\whistler\public\support\logs\emailedlogs

from SystemManager:
this feature is available but not always usable for a few reasons:

  • -local user on 3vr with no mailserver configured
  • -remote user on dlink/laptop connection (emailing logs in this configuration will never work)
  • -remote user where mailserver configured on 3vr isn't accessible to remote client computer
  • -log files are too big for email (may try sending in several small sets--but if you select all logs, it will try to email all logs as one giant zip file, and while our mailserver can accept attachments up to 500 MB, most people's can't, and in any case the larger the attachment, the slower the email)
  • -mailserver is available, but IT has prohibited .ZIP attachments

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