When you submit tickets to our Customer Success teams, one of the first things we often ask for are the uPerform log files. Depending on your issue, we will usually ask for the uPerform server logs, uPerform client logs, or both. The reason we ask is because the log files contain detailed information that allows us to effectively troubleshoot your issue. These logs are critical when we support our customers, so it’s important to acknowledge their significance and explain why they help us. We have highlighted the most commonly used log files and what their roles are in the scope of uPerform:
uPerform Client Logs
The client logs can be automatically zipped into a handy package for you to submit to us when we are troubleshooting an issue with you. See How to Collect Log Files for Troubleshooting uPerform Client Issues (log in required) for more information.
- Application log
General application information, activity, and errors are captured in these logs files including document check in, publishing, and server communication. The amount of information captured is dependent on the log level settings in the uPerform client options.
- Batch Check In log
Specific information about the batch check in process such as file names, server project location, and any errors that may occur during the check in process are stored here.
- Recorder log
All steps performed during a recording are captured within these logs. In addition, the document file name and start/end time of the recording are stored.
- Transformation log
The transformation log is specific to the publishing action being performed, but does not contain specific errors during the publishing process. Some information that is captured in the log are the document formats being published and any successful or failing results.
uPerform Server Logs
The server logs can be automatically zipped into a handy package for you to submit to us when we are troubleshooting an issue with you. See ANCILE uPerform 4.5 (and later) Server Information Collector (log in required) for more information.
All uPerform activity including errors, deleted users, server property changes, and logging levels are stored in this log.
Unlike the CollabConsole log file, this log will display only activities that occur on the web server and does not display all actions. Some of these activities include publishing, glossary, and user information source synchronizations.
Information pertaining to search criteria is stored in this log file. Any search queries performed are displayed, along with any errors related to search functionality.
All HTTP requests are captured in this log file along with the requester’s IP address, full HTTP path and parameters, HTTP action, and status code.
- Application log
Similar to the uPerform client application log, this file contains publishing information that occurs on the server. Any documents that are published on the server will appear here, along with any errors that may occur during publishing.
As you can see, these log files contain a great deal of information that helps us immensely when we support our customers. The next time you submit a ticket to your customer success team, now you know why we ask!