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Author: Frédéric Rocher , Product Expert Release date: 10 March 2009
Procedure
How to collect troubleshooting technical information?
Date: 10 March 2009
Author: Frédéric Rocher, Product Expert
Rev. Name Date Reason for revision
1 FROC 10/03/2009 First revision
2 FROC 22/10/2009 Included Apollo logs + Basic information gathering question list
Transform A
How to collect troubleshooting technical information?
This document is targeted towards Customer Service Engineers to help collect all relevant technical
information during a customer site visit, in order to make it available to Helpdesk and R&D to assist in
problem solving.
This document assumes that you have ADMINISTRATOR rights on the systems.
1 Create a folder on the desktop of the Transform A where to gather all files
2 Error messages encountered and/or situations to record
To take a screenshot:
Press PrintScreen to take the ENTIRE DESKTOP
Press ALT + PrintScreen to take the ACTIVE WINDOW
Open mspaint (start – run – mspaint)
Press CTRL – V to paste the screenshot into mspaint
Save as JPG (to save space…)
3 System information file
Start - Run - Type msinfo32 and ok
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
Go to File - Save as - Target your desktop folder location - Name your file and save.
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
4 Event viewer log files
Start - Run - Type eventvwr.msc - ok
Select the Application section - right click and save log file as - Target your desktop folder location - Name
your file APPLICATION and save
Select the System section - right click and save log file as - Target your desktop folder location - Name
your file SYSTEM and save
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
5 Windows minidump
By default the operating system is configured to generate a minidump file on system failure.
You can verify this configuration by start - run - type sysdm.cpl.
Navigate to the advanced tab and to Startup and recovery settings.
You can verify that debbuging information is configured to be saved under the systemroot - minidump
directory.
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
Retrieve all minidump files (*.dmp) created under C:\Windows\Minidump directory and copy to your desktop
log folder
If the directory C:\Windows\Minidump does NOT exist, it means that there have not been any minidumps
created (e.g. no system failure or write debugging information disabled)
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
6 Transform A specific - DEX
Device information - Start - Run - Dex
Save the configuration (File > Save as) for both component and logical view
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
Switch from component to logical view in View>Toggle View or with F3
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
7 Transform A specific – Genlock status
Open a command prompt – Start – run - cmd
Type genlock –sts to verify the gunlock status
Type genlock –sts >C:\genlockstatus.txt to save the output status into a text file
Join the file to your log folder
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
8 Situations involving Streaming video
Open an Internet Explorer window and surf to the IP address of the relevant streaming video card
For SVC MKI - Click on Status Summary
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
And download Archive
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
For SVC MKII
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
9 Apollo logs
9.1 From the display wall controller
Copy the entire C:\Apolloproject folder to your log folder
Copy the entire content of the C:\Documents and settings\%USERNAME%\Local settings\Application
data\Apollo into a separate folder of your log folder, name it for example “Apollo Application Data”
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
9.2 From the operator workstation (optional)
If the problem is also involving an operator workstation computer, also collect both folders from that
workstation, make sure to give it a different name (e.g. Apolloproject_OWS1 and Apollo Application
Data_OWS1)
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
10 Basic Information gathering
Create a wordpad file, Try to gather as much information as possible from the personnel that
is using the system and that is experiencing the system failure, and add it to the log folder.
Was it working ok before?
Example1: The system was installed 2 years ago and worked perfectly until last week.
Example2: In fact it has never worked…
When did the first failure occur?
Example: On the 22
nd
of June 2009
Were there pre-failure symptoms noticeable?
Example: We noticed that the system was running slower for the last week, sometime video did
not display the first time when loading a layout…
Example2: Just before it rebooted we saw scrambled information on 4 cubes…
How frequent does the failure occur?
Example1: 10 times a day
Example2: About once or twice a month.
Are the symptoms the same all the time, or different?
Example1: The first time, the system rebooted completely. The second time 4 videos were
frozen and we had to reboot it manually, the 3
rd
time the mouse and keyboard no longuer
reacted but video was playing fine…
Can the problem be reproduced on demand? And if so can you describe the steps to reproduce?
Example1: Yes, if the operator loads layout “Operation1” and then “Operation2” it crashes and
reboots…
Is any pattern noticeable when the failure occurs?
Example1: Maybe, it seems to occur more frequently in the afternoon after the automatic layout
switch to different type of content…
Has anything been changed to the system (new hardware or new software added or removed?)
Example1: Last week an Engineer upgraded the system, since then we have this problem.
Has power supply and air conditioning been stable at the location?
Example1: There was a power failure 2 weeks ago, since then we have this problem…
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
Did someone get the opportunity to take a picture or a video of the symptoms encountered?
Was there any error message displayed on the screen? Was a screenshot taken?
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
11 Summary
ZIP
all files collected – Checklist:
System information file
Event viewer logs
Windows minidumps
Dex files
Genlock status
Streaming video logs
Screenshots and/or photos taken
Apollo logs
Basic Information Gathering (wordpad or txt file)
12 Communicate to Barco helpdesk
Barco employee:
Attach to the service request and notify [email protected]
Don’t forget to mention your project ID and/or service request number
Non-Barco employee:
If the content < 10MB: Send to [email protected]
If the content exceeds 10MB: Request an ftp account on ftp.barco.com
in order to transfer the files.
Don’t forget to mention your project ID and/or service request number
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Author: Frédéric Rocher , Product Expert - Release date: 10 March 2009
www.barco.com
Procedure
How to collect troubleshooting technical information?
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