By a wide margin, the support issues we hear about are
resolved by revisiting the steps provided in the Troubleshooting section of the
LOGbinder application’s Getting Started
Guide. Our support desk reports that most customers “self-serve” by
checking that section or even the Windows Event Viewer for details, but only
after first submitting a trouble ticket. We are happy to have such feedback by
the way; it helps us to make sure our installation guides are comprehensive.
But here’s a tip for all the other support issues
where such “Tier 1” steps don’t fix the problem: review the LOGbinder diagnostic log file(s). Here’s how to generate this troubleshooting
file(s):
Choose “File | Options” from LOGbinder control
panel.
Set “Logging level” to 1 and start or restart
the service.
Waiting
for the issue to happen again, find all log files in
C:\ProgramData\LOGbinderXX folder (where XX=SP, SQL or EX for the SharePoint,
SQL Server or Exchange audit solution). The log files will have a “.log” suffix
to the file name. The number of log files in the folder will depend on the
LOGbinder application.
Very often the bit of information needed to resolve a
problem is contained in the LOGbinder-generated diagnostic log file. Customers
often successfully troubleshoot their issues by perusing these files.
If you need our technicians to help you with a particular
problem connected to LOGbinder, attach these level 1 diagnostic files to the
email requesting support. Doing so will greatly decrease the time it takes our
technicians to help you solve the problem. Many of the initial questions the
support desk will have are answered in one or more of these diagnostic log
files.