Question & Answer
Question
What information do I need to collect when I experience a problem with IBM® Datacap 9.x?
Answer
Collecting Data for Datacap
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM support helps you to understand the problem and save time analyzing the data.
Collecting data early, before opening the PMR, helps IBM® Support quickly determine whether:
· Symptoms match known problems (rediscovery).
· There is a nondefect problem that can be identified and resolved.
· There is a defect that identifies a work-around to reduce severity.
Locating the root cause of a problem can speed development of a code fix.
Gathering General Information
For IBM® Datacap, determine whether this is a single machine installation or a multi-machine configuration and the settings for the pertinent servers or client machines.
Then, gather the following information that is specific to a Datacap problem or issue:
· How often does this problem occur?
· Can the problem be reproduced?
· How many users are affected by this problem?
· What is the business impact of this problem?
· Is there a work-around?
· What Datacap component, if known, is failing?
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM support helps you to understand the problem and save time analyzing the data.
Collecting data early, before opening the PMR, helps IBM® Support quickly determine whether:
· Symptoms match known problems (rediscovery).
· There is a nondefect problem that can be identified and resolved.
· There is a defect that identifies a work-around to reduce severity.
Locating the root cause of a problem can speed development of a code fix.
Gathering General Information
For IBM® Datacap, determine whether this is a single machine installation or a multi-machine configuration and the settings for the pertinent servers or client machines.
Then, gather the following information that is specific to a Datacap problem or issue:
· How often does this problem occur?
· Can the problem be reproduced?
· How many users are affected by this problem?
· What is the business impact of this problem?
· Is there a work-around?
· What Datacap component, if known, is failing?
Gathering Version Information
On the Taskmaster Server machine, locate the version.txt file in the \Datacap folder. Provide the number after the "IBM Datacap Taskmaster Capture" text (not the build number). Gather the Windows Operating System version. Determine if any test fixes have been provided by IBM Datacap Development and installed on the system.
Windows Application Event Logs
The Microsoft Windows application event logs can contain useful information when diagnosing your issue. Gather the application event logs from the Taskmaster Server (TMS) and the client machine (if applicable). If your problem is easily reproducible, clearing the logs before reproducing the issue makes transport and log review much easier. Consult the Microsoft documentation for the location of the application event logs, based on your operating system version.Datacap log files
When providing logs, note the date and time of the problem, to make the analysis easier. The logs required will depend on the application that was being executed when the issue occurred. The following is a list of the various Datacap components, with instructions on how to turn on logging:· Enabling logging in Taskmaster Server
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.admin.doc/dclog005.htm?lang=en
· Enabling logging in Ruler runner
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.develop.doc/dcadg211.htm%23dcadg211?lang=en
· Enabling logging in Rule runner Service
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.admin.doc/dclog004.htm?lang=en
· Enabling logging in Taskmaster Web and Web Client
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.admin.doc/dclog006.htm?lang=en
· Enabling logging for Taskmaster Web tasks
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.develop.doc/dcadg210.htm?lang=en
· Enabling logging in FastDoc
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.admin.doc/dclog003.htm?lang=en
· Enabling logging in Datacap Desktop
http://www-01.ibm.com/support/knowledgecenter/SSZRWV_9.0.0/com.ibm.dc.admin.doc/dclog002.htm?lang=en
· Enable logging for IBM Datacap Taskmaster RV2
http://www-01.ibm.com/support/docview.wss?uid=swg21661059
· Enable logging for IBM Datacap Navigator 9.0
http://www-01.ibm.com/support/docview.wss?uid=swg21960297
· Enable logging for IBM Datacap Android and iOS
http://www-01.ibm.com/support/docview.wss?uid=swg21962199
Gathering Additional Information
Depending on what actions you were trying to complete, different data sets might be needed to support problem resolution. Depending on what aspect of the Client you were using, gather the following:
· Web Browser version information
· Type of database and LDAP servers and authentication method used
· Brand and model of scanner used
· TWAIN or ISIS drivers
· Repository (brand and version) used
Collection information for other components
If you can tell based on the nature of the problem or visible symptoms in the log files that the issue is related to the repository, gathering the respective log files can help speed resolution. These files are not required to start the problem resolution process.
Refer to the repository's documentation for the log gathering process.
[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSCQS39","label":"Datacap Navigator"},"ARM Category":[{"code":"a8m0z000000GoCwAAK","label":"Datacap Desktop"}],"ARM Case Number":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"9.1.0;9.1.1;9.1.2;9.1.3;9.1.4;9.1.5;9.1.6;9.1.7;9.1.8;9.1.9"}]
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Document Information
Modified date:
29 April 2022
UID
swg21959916