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How to send diagnostic information to Support (ALOGSUP)

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Summary

What is ALOGSUP and how do I use it? How to send support diagnostic information

Resolution

  • ALOGSUP is a tool used in Support to identify critical information about your X3 solution, which Support then uses to help diagnose and resolve problems.
  • This tool may be run based on a request of Customer Support or you may run it yourself and send the information in advance if you know the information will be useful for the support case you are about to open.
  • The types of information this tool records are categorized as follows:
    • Client version
    • License information (start and end dates of the license as well as user counts)
    • Solution Information (originating from the Admin Console X3 solution) including, but not limited to
      • Application Engine configured parameters
      • Runtime configured parameters
      • Web configured parameters
      • Documentation server configured parameters
      • Report server configured parameters
      • Java server configured parameters
      • Database server configured parameters
    • Folder
      • The name of your folders
      • Patch and release number for each folder
      • Languages installed for that folder
      • Activity code settings for the folder, including details about the min and max size of the activity code
      • Folder parameters (APL.ini equivalent)
      • SPE programs installed

 

To run the function and send X3 Support the output perform the following

  1. Go to Development, Utilities, Miscellaneous, Log for Support (ALOGSUP).
  2. You are now presented with a new screen that asks you to enter your Ticket/Incident number and email address.
  • Incident number is the number of your support case. Please locate this and enter it inside this field. This field is alphanumeric and will take up to twenty characters.
  • E-mail address is the address you want to send to. Please email yourself this file, then upload the file to the support case you've created on the Sage partner or customer portal.

If the Support.xml file is not automatically sent to you it can be retrieved by performing the following

    1. From within ALOGSUP, launch the X3 calculator by selecting the actions and then  Diagnosis - Calculator
    2. Type in GFILPATH and press Enter
    3. The location that is returned is the location of the Support.xml file from the application server's perspective. An example output might be something similar to this:
      "D:\X3V6\X3SUPV6\Folders\X3\SUPPORT.xml"
    4. You can retrieve this file manually and attach to your support case.

 

If you would like to view the information contained with the SUPPORT.xml file in a more friendly way, our X3 diagnostic tool can be used.

Related Solutions

See also blog article ALOGSUP: Diagnostic Info For Sage ERP X3