Use Watchdoc Diag Tool
Principle
The Watchdoc Diag Tool is a utility that creates a compressed archive folder (.zip) containing log and configuration files, enabling the Support team to diagnose the malfunction.
Prerequisites
Activate Watchdoc Diag Tool once you have identified the fault or anomaly. If you can't activate it as soon as the fault is detected, you can activate it later after reproducing the fault or anomaly: the logs will then contain all the information needed for analysis and diagnosis.
Procedure
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From the C:\Program Files\Doxense\Watchdoc\,folder, click the application WatchdocDiagTool.exe to launch the tool;
→ the message Running in GUI Mode is displayed in a command box and the dialog Watchdoc Diagnostic Report Generator is displayed;
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in the dialog, click on the Generate Report button:
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a progress bar shows the report creation progresscursor indicates the report creation process and the operations details is displayed:
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The tool creates a compressed archive folder (.zip). This file is saved by default in the C:\Program Files\Doxense\Watchdoc folder and is named wd_report_[SERVER_NAME]_[AAAAMMJJ]_[HHMMSS]:
Send the Watchdoc Diag Tool report.
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Log on to Connect, customer portal dedicated to partners and authenticate yourself;
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click on Declare a new ticket to go to the request form;
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give precise details about the observed dysfunction;
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at the bottom of the form, in the Attachmentsfield, click on Add file and browse your workspace to select the log folder generated by Watchdoc Diag Tool.
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When the folder is downloaded, click on the Send button.
è The Doxense® Support team will analyse the configuration report and the log to solve the issue.