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We do our best to build a quality solution that doesn't run into problems, but it's software, and sometimes things don't go according to plan. The Smartcrypt Manager has Support Utility from which will enable the Smartcrypt Manager to gather low level diagnostics from the system module causing problems. These logs can be gathered and downloaded in the Smartcrypt Manager then sent to PKWARE for an analysis of the issue.

Info

The Smartcrypt Support panel is available in version 15.2.27+ and 16.0.1+ of the Smartcrypt Manager

 

Enabling Logging

  1. Log in to the Smartcrypt Manager 
  2. After successfully logging in, modify the URL of the Smartcrypt Manager to access the Support page,
    1. Example: https://pkwareops.yourdomain.com/mds/superuser/support

  3. After loading the Support Utility panel, select a different log level for the component you are having issues with from the drop-down menu.
    1. The hierarchy of logging starts at the bottoms and includes all levels above it:
      1. Trace - The lowest level. It will great the most amount of logs, but will enable PKWARE Support to properly troubleshoot the issue.
      2. Debug - The engineering team leaves debug logs in the product for product work flows. Shows some deeper system calls, but only messages labels as debug. 
      3. Info - <Default Setting> - Displays information messages about the system.
      4. Warn - This setting will only display warnings from the system. Very few messages will be captured.
      5. Error - When an error occurs in the system, the event and data about the error will be captured.
      6. Fatal - Nearly never access, only fatal systems are logged. More than likely if fatal issues are occurring, there is a system wide issue.
    2. Example:
    3. After enabling a lower level of logging, perform the action that is causing your system to error or have issues. As the system processes the requests, the log files are captured and stored in the Smartcrypt Manager.

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