XCOM for Windows utility to gather Support troubleshooting documentation

Products

• XCOM Data Transport - Windows
• XCOM Data Transport

Issue/Introduction

Users that would contact Support to report a problem would be asked to gather the necessary logs, configuration files, etc. to be provided to Support for further research/debugging of the problem. This would have to be done manually and the user would be instructed on how to find the documentation.

This article describes a new utility that the user can run to easily collect the required troubleshooting documentation (xcom_docs.ps1)

Environment

XCOM r12.0 for Windows

Resolution

With fix LU16685 we have introduced a PowerShell script  with XCOM r12.0 for Windows called "xcom_docs.ps1". The script will be found in directory %XCOM_HOME%. 

The purpose of the utility is to allow you to gather documentation requested by XCOM Support to help debug a problem that
you may have reported when you opened a case.

The utility has a series of prompts:

- It will request that you create a directory where the files will be copied.
- Two other prompts will ask to zip the full %XCOM_HOME% directory or the %XCOM_HOME%\q directory if requested.
- The rest of the prompts will ask for what specific file(s) need to be copied to the directory in order to provide to XCOM Support.

All files copied to the above directory will be zipped and you can then upload the zipped file to the Support Case you opened to report a problem. 

Additional Information

Requirements:

- PowerShell scripts when run for the first time may need certain permissions. A Set-ExecutionPolicy rule may need to be set.

- You must have Administrative permission to run the script because it will copy files that only the Administrator should have
access to.

To run:

- The utility is found in  %XCOM_HOME%\xcom_docs.ps1

- The utility is a PowerShell script, right click the file and select option "Run with PowerShell".

Documentation that can be collected:

The prompts you will be presented with will request for specific documentation and you will have the option of replying to the prompts in order to gather the documentation that is requested by XCOM Support.

- The release of XCOM. This is automatically gathered without a prompt.

- The complete %XCOM_HOME% directory if requested specifically by Support

- The complete %XCOM_HOME%\q directory if requested specifically by Support

- The xcom.log, xcom.cnf, xcom.glb, configssl.cnf, logs from the Uninstaller directory, logs from the UninstallPatch directory, and Trace directory if traces were requested.