Watchdoc / WSC - Collect event log files

Collect Watchdoc, WSC and WES logs

Once enabled (see Enabling traces), traces are recorded in an event log.

  1. Go to the folder where the logs are stored (by default):

    • for Watchdoc: C:\Program Files\Doxense\Watchdoc\logs ;

    • for WSC: C:\Program Files\Doxense\Supervision\logs ;

    • for WES: C:\Program Files\Doxense\Watchdoc\logs\Wes_Traces ;

    • N.B.: WES Java® logs can be downloaded directly from the print queue management interface (see Enabling event logs – Special case for WES Java);

    • for WPC for Windows: C:\Program Files\Doxense\Watchdoc Print Client\Logs (on each workstation).

  1. Open and analyse the recorded traces.

  2. If you are unable to diagnose the problem, open a ticket in Connect and attach the event logs, which will be forwarded to Doxense Support.

  3. It may be useful to use the Diag Tool to generate a comprehensive event log that Support can use to analyse the malfunctions (see Using Diag Tool).

 

Once enabled (see “Enabling Traces”), traces are recorded in an event log.

  1. Go to the folder where the logs are stored (by default):

    • for Watchdoc: C:\Program Files\Doxense\Watchdoc\logs;

    • for WSC: C:\Program Files\Doxense\Supervision\logs;

    • for WES: C:\Program Files\Doxense\Watchdoc\logs\Wes_Traces;

    • Note: WES Java® logs can be downloaded directly from the print queue management interface (see Enabling Event Logs—Special Case for WES Java);

    • for WPC for Windows: C:\Program Files\Doxense\Watchdoc Print Client\Logs (on each workstation).

  1. Open and analyze the recorded traces.

  2. If you are unable to diagnose the problem, open a ticket in Connect and attach the event logs, which will be forwarded to Doxense Support.

  3. It may be helpful to use the Diag Tool to generate a comprehensive event log that Support can use to analyze the malfunctions (see Using Diag Tool).

Collect WPC for Windows Logs

Diagnostic Files

For WPC for Windows, you can collect diagnostic files directly from the user's computer:

You can also collect event logs from the server hosting Watchdoc:

  1. On the workstation where WPC for Windows is installed, right-click the WPC icon;

  2. in the menu, click “Collect diagnostic files”:

  3. Click on the message confirming that the diagnostic files have been successfully collected:

  4. You can access the download folder, which contains a WPC folder with the diagnostic files:

  5. in this folder

    • WatchdocPrintClientService.log contains the logs for the WPC Windows service.

    • WatchdocPrintClientGUI_x.log contains the application logs. The suffix (x in our example) corresponds to the Windows session ID.

    • winspool_PRT_...log contains monitoring information for a print queue.

    • PortMonitor.log contains logs related to the port monitor's activity.

Event logs

You can also collect event logs from the server hosting Watchdoc:

  1. Log in to the Watchdoc server as an administrator;

  2. Navigate to the C:\Program Files\Doxense\Watchdoc Print Client\Logs folder:

  3. In this folder:

  4. WatchdocPrintClientService.log contains the logs for the WPC Windows service.

  5. WatchdocPrintClientGUI_x.log contains the application logs. The suffix (x in our example) corresponds to the Windows session ID.

  6. winspool_PRT_...log contains monitoring information for a print queue.

  7. PortMonitor.log contains logs related to the activity of the port monitor.

Collect WPC for Android logs

WPC for Android logs can be collected directly from the app:

  1. When the problem occurs, click the Settings icon in the bottom bar of the app:

  2. click the Download Logs button;

  3. from the available messaging options, select the one you want to use to send the logs and enter the recipient’s email address:

  4. Note: You can also upload log files to a shared storage space

  5. confirm the file upload

è The message “Import has started” confirms that the logs have been sent to the recipient.

Collect Skyprint logs

Skyprint logs can be collected directly from the configuration interface:

  1. As an administrator, go to the Skyprint administration interface;

  2. click the General Configuration menu;

  3. in the Log Management section, the default level is set to “INFO”;

  4. click the Download Logs button;

  5. Save the skyprint_logs.zip archive to your Downloads folder;

  6. Analyze the issue or send the skyprint_logs.zip archive to Doxense Support via Connect (see Report an Incident via Connect).

 

Please note that if the issue involves communication with the mail server and you have not enabled the “Trace communication with the mail server” feature, you should do so (in the “Mail Client Logs” section), then reproduce the issue before downloading the logs.

 

Also note that Doxense Support may ask you to increase the server log level in order to obtain more comprehensive logs. In this case, adjust the level according to Doxense Support’s recommendations (General Configuration > Log Management > Server Log Level), then reproduce the issue before downloading the logs.