Troubleshooting information

When we need to remotely solve a problem for you, we like to have as much information as possible in order to efficiently fix whatever needs fixing. For different packages we need different things. This page describes briefly what to send to us when logging a problem for the different packages.

Java based packages in general

For Off-sites Suite Java based modules (OMM, TIS, BOSS, EMS and others) the most important files we need are:

• Logfiles: the relevant log files in the (FOX_HOME)\log directory on your server
• The %OFFSITE_REG_HOME%\offsite_reg\registry.dat file and the envronment.cmd file from the server
• The configuration files from the (FOX_HOME)\config directory on the server.

For legacy Java based packages (OMM, TIS, BOSS, EMS and others) the most important files we need are:

• Logfiles: the relevant log files in the (FOX_HOME)\log directory on your server
• The foxnl\FoxRegistry.dat file from the server
• The configuration files from the (FOX_HOME)\config directory on the server. Note that (FOX_HOME) generally refers to either c:\foxpackages or d:\opt\foxpackages (for Windows systems) or /opt/foxpackages (for UNIX systems).

BOSS, both Java based as well as older UNIX versions

Most BOSS versions have a "Document problem" button on the maintenance screen. Please use this at the moment the problem occurs. This function puts all relevant info together in a specific location. The location is /opt/boss/tmp/dmpx on older UNIX systems, and foxpackages/boss/tmp/dumpx on Java systems. In both cases x is a number between 0 and 9.

Older (non Java) UNIX based packages

Older systems make use of a different message logging module. Therefore the log files reside in a different location: /opt/[package]/tmp where [package] is eg. boss or tis.