Send log files to technical support

Activator has an option in the user interface for bundling the application’s log files in one compressed file and sending the packaged files to technical support. When working with users to resolve issues, technical support often asks for log files to help in troubleshooting. This option makes it easy to supply the latest log files.

To use this option, the machine running Activator must have an active Internet connection, as the log files are sent via HTTP.

To send logs to technical support through the user interface, select Help > Send logs.

The following are the fields on the send logs page.

  • Description – Type pertinent information to identify yourself, your organization and the issue you want resolved. Other information is helpful, such as the version and build number of the Activator you are using (found in Help > About). You can also identify the operating system and database type and describe the sequence of events or actions leading to the problem.
  • If you have a technical support contract and have not opened a support ticket for the issue, go to https://support.axway.com and open one. Or, send a message to support at support@us.axway.com . If you already have an open ticket, include the number in the description.
  • Proxy – This field is active only if your community routes outbound HTTP messages through a proxy. If the field is active, select a community. If you are not sure whether a proxy is required, ask your network administrator. See HTTP outbound proxy for more information.
  • Perform thread dump (places output in each node log) – Provides a snapshot of all threads in the Java virtual machines on the running nodes. This checkbox is selected by default. You can leave the thread dump turned on, unless technical support advises otherwise.

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