How can obtain the errors that are being generated on the OutSystems Platform?
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How can obtain the errors that are being generated on the OutSystems Platform?
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Permalink: www.outsystems.com/goto/gather-error-information-from-outsystems-platform

Table of Contents


Introduction

In the context of a support case, it is required that one provides information on the errors that one are experiencing in any component of the OutSystem Platform.

This post explains how to obtain such error logs from the system, in any of the components.


Obtaining the error logs


Service Studio


When there is an error on Service Studio, the submit feedback window will appear to offer you the opportunity to send the feedback to OutSystems. At this stage you should press the “Send Feedback” button on that window.



After you click on that button, and if the submit feedback was successful, another window appears stating that the submit feedback was successful.


If you haven’t still opened a new case on the support portal, you should press the link “Support Portal” to go to the support portal and open a new case (if you press this link, don’t close yet this window because you still have to extract an information from it).

If you have already opened it, or are opening it through email, you must click the “send an email” link. That link will open a new email window on your default email handler with the default subject “I need further assistance or want to provide more information on case #XXXXXX” and you will have to extract the number that is written in the XXXXXX and send it to the support team on the case you have opened.



What if my service studio can’t access the web?

If when you try to submit the feedback to OutSystems by following the previous instructions and an error is raised stating that service studio could not contact OutSystems, you can still send feedback to OutSystems. You most close the error window by pressing the “Cancel” button.


Then you must click the link that appears on the submit feedback window that says to see the report.


After you click the link, the window will expand to show a textbox where the error description is described. You must select this error description and copy and paste it to the case where this is going to be reported.

Integration Studio


When there is an error on Integration Studio, the submit feedback window will appear to offer you the opportunity to send the feedback to OutSystems. At this stage you should press the “Send Feedback” button on that window.



After you click on that button, and if the submit feedback was successful, another window appears stating that the submit feedback was successful.



If you haven’t still opened a new case on the support portal, you should press the link “Support Portal” to go to the support portal and open a new case (if you press this link, don’t close yet this window because you still have to extract an information from it).

If you have already opened it, or are opening it through email, you must click the “send an email” link. That link will open a new email window on your default email handler with the default subject “I need further assistance on support case #XXXXXX” and you will have to extract the number that is written in the XXXXXX and send it to the support team on the case you have opened.



What if my integration studio can’t access the internet?

If Integration Studio can’t connect to the internet, you can still submit the feedback. For that matter you must click the link that appears on the submit feedback window that says to see the report.



After you click the link, a text file will open with the error details. You must save this file and attach to the case that this is going to be reported.



Platform Server


Service Center

You can see all the errors that occur during the runtime of the platform in Service Center, on the “Monitoring” menu and the “Errors” submenu. In that screen you can filter the errors by Application, eSpace, Module, Server, Error message, and the date when it occurred. You can also extract all the errors (or just the filtered ones) by pressing the link “Export to excel”.



When you encounter the error that you are looking for, press the “Detail” link and it will open the error details.



If you press the button “Submit Feedback”, Service Center will send this error report to OutSystems. When you press that button, a new webpage will open, where you must press the “Send Error Report” button.



After the report is sent, a confirmation message will be displayed.



If you haven’t still opened a new case on the support portal, you should press the link “Support Portal” to go to the support portal and open a new case (if you press this link, don’t close yet this window because you still have to extract an information from it).

If you have already opened it, or are opening it through email, you must click the “send an email” link. That link will open a new email window on your default email handler with the default subject “I need further assistance on support case #XXXXXX” and you will have to extract the number that is written in the XXXXXX and send it to the support team on the case you have opened. If this number doesn’t appear on the subject, you must go to the link that opened this window and extract the case number that is listed over there (mailto:support@outsystems.com?subject=I need further assistance on support case #XXXXXX&body="”).



What if Service Center can’t access the internet?

If Service Center can’t connect to the internet, you can still submit the feedback. For that matter you must click the link that appears on the submit feedback window that says to see the report.



After you click the link, the window will expand to show a textbox where the error description is described. You must select this error description and copy and paste it to the case where this is going to be reported.



LifeTime

When there is an error on LifeTime and you need to submit feedback, you should click the ballon button that appears on the left in the header of the lifetime application.



After you click this button, the submit feedback window will appear to offer you the opportunity to send the feedback to OutSystems. At this stage you should press the “Send Feedback” button on that window.



After you click on that button, and if the submit feedback was successful, another window appears stating that the submit feedback was successful.



If you haven’t still opened a new case on the support portal, you should press the link “Support Portal” to go to the support portal to open a new case (if you press this link, don’t close yet this window because you still have to extract an information from it).

If you have already opened it, or are opening it through email, you must click the “send an email” link. That link will open a new email window on your default email handler with the default subject “I need further assistance on support case #XXXXXX” and you will have to extract the number that is written in the XXXXXX and send it to the support team on the case you have opened. If this number doesn’t appear on the subject, you must go to the link that opened this window and extract the case number that is listed over there (mailto:support@outsystems.com?subject=I need further assistance on support case #XXXXXX&body="”).



What if lifetime can’t access the internet?

If when you try to submit the feedback to OutSystems by following the previous instructions and an error is raised stating that lifetime could not contact OutSystems, you can still send feedback to OutSystems. For that matter you must click the link that appears on the submit feedback window that says to download the report. After you download this file, you must attached it to the support case that it was requested in.



Windows Event Logs

For seeing the logs that are generated on windows, you have to go to the “Event Viewer” application and there select the log you wish to view (Application, Security or System).



If you wish to export a specific set of events you right click on the event and select the option “Save Selected Events”.



IIS Logs

The IIS access logs are located by default on the folder “C:\inetpub\logs\LogFiles\W3SVC1”.



If these logs aren’t located in this location on your machine, you will have to go to IIS Management tool and select the website for which you wish to see the logs and select the option “Logging”.



After this option is opened the log file directory will be displayed in the “Directory” text box.



JBoss Logs

If you are running JBoss 7 the access log files will be located by default on the folder “/opt/jboss-as-7.1.1.Final/standalone/log”. In JBoss 5 the access log files will be located by default on the folder “/opt/jboss-5.1.0.GA/server/outsystems/log”.



WebLogic Logs

If you want to access the AdminServer logs, they are located by default on the folder “/opt/Oracle/Middleware/user_projects/domains/outsystems_domain/servers/AdminServer/logs” (this location is for the default outsystems_domain name created during weblogic installation).

If you want to access the managed server logs, they are located by default on the folder /opt/Oracle/Middleware/user_projects/domains/outsystems_domain/servers/vmes90wl12/logs (this location is for the default outsystems_domain created  value during weblogic installation and a managed server called vmes90wl12).



What to do if the submit feedback button doesn’t work?

For the submit feedback button to work on the various platform components or development tools, the device or server that is trying to submit the feedback must have a valid connection to the internet.

Even if the device or server has access to the internet, there may be some network configurations that may block this feature. For testing this, you must try to access the http://hubedition.outsystems.net/ URL and see if it loads successfully.