Collecting Logs for Technical Support

Collecting the OpenAccess SDK server logs correctly can shorten the time to resolve issues.

When you send logs to technical support, always send the oadm.ini file too. When you report a server crash, send a stack trace of the core file, not the core file itself.

See Configuring Logging for more information.

To collect the logs:

1. Use the following settings to enable logging:
   • Set ServiceDebugLogLevel for the OpenAccess service to 127 (select all check boxes in the ServiceDebugLogLevel Properties dialog box).
   • Set ServiceIPLogOption to Enable Verbose Tracing.
   • If LogFileMaxSize is configured, set it to 0.
2. Stop the OpenAccess SDK service.
3. Remove all logs from the installdir/logging subdirectory.
4. Restart the OpenAccess SDK service.
5. Run the shortest test case that reproduces the issue.
6. Send all logs from the logging directory to technical support.
7. Turn off logging to prevent logging from affecting performance:
   • Set ServiceDebugLogLevel to 3.
   • Set ServiceIPLogOption to Enable Error Tracing.