How to Gather a Diagnostic Report from FileCatalyst Products
Posted by Chris Kuhlman, Last modified by Aly Essa on 23 September 2019 10:02 AM

Overview

First, what is a diagnostic report?
Using tools within Java we capture the current state of the Java Virtual Machine at a very low level.
This allows our developers to examine what is occurring within the memory, which internal (Java) components are open and how long they have been, among many other things.
These are all captured among our logs into a zip file.

Most of our FileCatalyst products that have a User Interface have a "Diagnostic Report" button on the "About FileCatalyst" popup page.

Note:

While the Diagnostic report is being generated it will be named:

CREATING_DIAGNOSTICS

When the process is complete the filename will contain the current date/time in the file name

FileCatalyst<Application>_<YYYY-MM-DD-HH-MM-SS>_diagnostics.zip 


Environment

FileCatalyst Server v3.7.3
FileCatalyst HotFolder v3.7.3 
FileCatalyst TransferAgent v3.7.3
FileCatalyst Central v3.7.3

Resolution

FileCatalyst Server


Access to the "About FileCatalyst" page on Windows and Linux is the same, located under the "Help" drop-down in the FileCatalyst Server Admin GUI. On a Mac system the "About FileCatalyst" is located under "FileCatalystServerAdmin" when the remote admin is open and in focus.



Location of the diagnostic report zip file:

  • Windows and Linux:  this is in the installation location in a diagnostics folder i.e \FileCatalyst Server\diagnostics\ or /opt/utechsoft/server/diagnostics/
  • MacOSX this is determined by how the application is run
    i) Run as a service
    /Library/Application Support/FileCatalyst/Server/

    ii) Run stand-alone
    /Users/system username/Library/Application Support/FileCatalyst/Server/

FileCatalyst HotFolder


Access the "About FileCatalyst" page on Windows and Linux is the same, located under the "Help" drop-down in the FileCatalyst HotFolder Admin GUI. On a Mac system the "About FileCatalyst" is located under "FileCatalystHotFolderAdmin" when the remote admin is open and in focus.



Location of the diagnostic report zip file:

  • Windows and Linux:  this is in the installation location in a diagnostics folder i.e \FileCatalyst HotFolder\diagnostics\ or /opt/utechsoft/hotfolder/diagnostics/
  • MacOSX this is determined by how the application is run
    i) Run as a service
    /Library/Application Support/FileCatalyst/HotFolder/

    ii) Run stand-alone
    /Users/system username/Library/Application Support/FileCatalyst/HotFolder/


FileCatalyst TransferAgent


Access to the "About FileCatalyst" page is served through the configuration page.
This can be accessed through the toolbar icon when the application is run stand-alone. 
When the application is run as a service you will open a browser and enter the following address "https://localhost.filecatalyst.net:12680/config.html"



Location of the diagnostic report zip file:

  • Windows and Linux:  this is in the installation location in a diagnostics folder i.e \FileCatalyst TransferAgent\diagnostics\ or /opt/utechsoft/transferagent/diagnostics/ or C:\Users\<username>\AppData\Local\FileCatalyst\FileCatalyst TransferAgent

  • MacOSX this is determined by how the application is run
    i) Run as a service
    /Library/Application Support/FileCatalyst/TransferAgent/

    ii) Run stand-alone
    /Users/system username/Library/Application Support/FileCatalyst/TransferAgent/


FileCatalyst Central

Access to the "About FileCatalyst Central" page can be found in the drop-down under the "Logged in as: admin" in the top right corner of the browser.


Location of the diagnostic report zip file:

  • Windows and Linux:  this is in the installation location in a diagnostics folder i.e \FileCatalyst Central\diagnostics\ or /opt/utechsoft/central/diagnostics/ 

Comments (0)