Due to public holidays in Germany until April the 1st, there will be delays in the processing of tickets. Thank you for your understanding.

Required Support Information for Xtract for Alteryx

When submitting a support ticket, provide as much information as possible for the Theobald Software support team to understand and analyze the issue. 
Tip: Search our Online Help to find more information on how to use and configure Xtract for Alteryx.

Mandatory Information

The following information are required to process a support ticket. 

Logs:
Transmit the entire log and no excerpts.
  • Run your workflow.
  • Display all result logs (1).
  • Right-click in the result log section and select [Save As...] (2).
  • Save the logs as a .txt file and attach the file to your support ticket.


Optional Information

The following information are optional and can be requested by the technician.

Trace files:
  • Select the Xtract component you want to trace.
  • In the Connection section of the component, click [Edit]. The window "SAP Connection Details" opens.
  • Activate tracing by selecting a directory in which to store the trace files.

  • Execute the steps that led to the error message. 
  • Go to the trace directory and make sure that trace files (.xml files and .trc files) were written.
  • Delete the entry in the connection’s Trace directory field after the tracing is not needed anymore.
  • Zip the complete trace folder and send it to the Theobald Software support technician.
Creation date: 11/20/2022 3:23 PM      Updated: 1/22/2024 8:10 AM
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