Required Files to Open a Support Case
Products Supported: Pertino
The following information is needed when creating a support ticket.
When you run the diagnostics application from the Pertino icon in the About section, it will create a diagnostics.html file which will contain some basic analysis for support.
C:\Program Files\Pertino\logs directory
Windows Installation Issues
Pertino Crash Files
When Pertino unexpectedly restarts it will create a log.
In Windows, it is a .dmp file located in the C:\Program Files\Pertino\Cores directory.
On a Mac, it is pGateway_DateComputerName.crash located in the Library/Logs/DiagnosticReports directory.
Zipping the Support Files
From the Pertino directory, select the Ctrl Key and left-click on your mouse at the same time to multi-select. Next, right-click on one of the selected files or directories and then select Send to. Finally select Compressed (zipped) folder.
Windows will ask you to create the zip file on the desktop and select Yes.
Go the Library/Logs/ directory and select both DiagnosticReports and Pertino by holding the Command key and on the mouse left click at the same time to select multiple directories. Then right click one of the selected directories click on the compress 2 items option.
Mac will save the file on the Desktop automatically
Linux Log Files
The Pertino logs are stored under /var/log/pertino directory:
gateway.log is generated upon installation
diagnostics.log is generated once you run pDiagnostics (which is available under /var/log/pertino directory and also generates diagnostics.html under the opt/pertino/pgateway directory)
Zip the logs files and send to Pertino email@example.com with the issue and its timeframe
- $ zip -r support /var/log/pertino
- adding: var/log/pertino/ (stored 0%)
- adding: var/log/pertino/pgateway.log.1 (deflated 92%)
- adding: var/log/pertino/diagnostics.log (deflated 85%)
- adding: var/log/pertino/gateway.log (deflated 91%)
Published Date: 4/15/16
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