Required Support Information for Xtract Universal
When submitting a support ticket, provide as much information as possible for the Theobald Software support team to understand and analyze the issue.
Mandatory Information
The following information are required to process a support ticket.
Extraction Logs:
Transmit the entire extraction log and no excerpts.
- Select the faulty extraction in the Xtract Universal Designer (1).
- Click [Log] to open the corresponding extraction log (2).
- Copy the entire log information by [Copy Logs] (3).
Log (Web Worker):
- Press CTRL + Shift + L to open the Web Server logs.
- Select the corresponding Web Worker Log to the executed extraction.
- Copy the entire log information by [Copy Logs] (4).
Optional Information
The following information are optional and can be requested by the technician.
Trace files:
- Activate the trace function, see How to Activate Tracing for Xtract Products.
Extraction settings:
- Double-click on the corresponding extraction (5).
- Click on [Extraction Settings] (6).
- Create a screenshot of the extraction settings (7).
Destination settings:
- Select the corresponding extraction (8).
- Click [Destination] to open the corresponding destination settings (9).
- Create a screenshot of the destination settings.
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