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: 6/26/2024 5:15 PM
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