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Capture and submit debug/error logs for PRTK/DNA (PRTK 6.6+/DNA 3.6+)

Created by: Brendan Bone
Created date:
Last Updated date:

Introduction: Sometimes, diagnosing an issue with PRTK/DNA can be difficult and may necessitate reviewing debug data.  The following will allow you to capture debug output from PRTK/DNA which can then be reviewed by QA and/or Development.

 

Procedure:
PRTK:

  1. Close PRTK and ensure ADEngineS.exe and ADEngineW.exe are not running
  2. Navigate to the following folder:
    Windows XP/2003: C:\Documents and Settings\All Users\Application Data\AccessData\PR\log

    Windows 7/2008: C:\ProgramData\AccessData\PR\log
    Linux/Unix: /opt/AccessData/DNA
  3. Delete all existing .log files.
  4. For each of the files PRTK_logger.conf, Supervisor_logger.conf, Worker_logger.conf, and DictUtil_logger.conf, do the following:
    - Open the file in a text editor
    - Change the line log4j.rootLogger=info, stdout, AD to say log4j.rootLogger=all, stdout, AD
    - Save and close the file
  5. Open PRTK and reproduce the steps to trigger the reported issue
  6. ZIP all the resulting .log files
  7. Follow the procedure outlined here to create and submit a ticket, ensuring you attach the ZIP with the logs to the ticket
  8. To disable logging (so they stop growing), for each of the files PRTK_logger.conf, Supervisor_logger.conf, Worker_logger.conf, and DictUtil_logger.conf, do the following:
    - Open the file in a text editor
    - Change the line log4j.rootLogger=all, stdout, AD to say log4j.rootLogger=info, stdout, AD
    - Save and close the file

DNA Supervisor:

  1. Close DNA and stop the DNA Supervisor services from services.msc
  2. Open a Command Prompt (as Administrator)
  3. Navigate to the DNA folder (usually C:\Program Files\Accessdata\DNA\Supervisor)
  4. Run the following command to start the Supervisor Service:
    java\bin\java -cp engine.jar dna3.Supervisor
  5. Open a second Command Prompt (as Administrator)
  6. Navigate to the DNA folder (usually C:\Program Files\Accessdata\DNA\Supervisor)
  7. Run the following command to start the Supervisor GUI:
    java\bin\java -cp adpr.jar dna.Main
  8. Reproduce the steps to trigger the reported issue
  9. Select and copy all the content of the Command Prompt windows in text files

DNA Worker:

  1. Close DNA and stop the DNA Worker services from services.msc
  2. Open a Command Prompt (as Administrator)
  3. Navigate to the DNA folder (usually C:\Program Files\Accessdata\DNA\Worker)
  4. Run the following command to start the Worker Service:
    java\bin\java -cp engine.jar dna3.Worker
  5. Open a second Command Prompt (as Administrator)
  6. Navigate to the DNA folder (usually C:\Program Files\Accessdata\DNA\Worker)
  7. Run the following command to start the Worker GUI:
    java\bin\java -jar ClientUI.jar
  8. Reproduce the steps to trigger the reported issue
  9. Select and copy all the content of the Command Prompt windows in text files
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