This article explains how to use the "Collect Support Information..." tool, located in the PDM Administration tool.
In most instances, the log files from the local client and the server are the first thing your Value-Added Reseller's support professional will want to look at when you are having problems with SOLIDWORKS PDM Professional or Standard.
Fortunately, the Collect Support Information Wizard, accessible on all SOLIDWORKS PDM client installations (for both PDM Professional and Standard vaults), makes it very simple to collect and package this information. To utilize this assistance feature, follow these steps:
STEP 1
From the client system that is experiencing the issue, launch the SOLIDWORKS PDM Administration program. Right-click on the vault name and select “Collect Support Information …”
STEP 2
Launching the “Collect Support Information wizard” does require you to log into the Administration tool under the admin account.
STEP 3
For the first section, “Collect Logs and Settings”, leave all items checked and click “Next > “.
NOTE: Return to this screen and try unchecking any of the rejected items if you encounter any problems or errors when building the package after completing Step 7. Make sure to let your support specialist know if you must make this adjustment.
STEP 4
For the next section, “Collect Archives”. The wizard can be used to collect the Archives of specific files or folders in the vault. Unless you have been specifically instructed to include these files by your support technician, you can skip this step for now and click “Next >”.
STEP 5
For the section “Create SQL Backup”. The wizard can be used to trigger the creation of a backup file for the SQL database. Unless you have been asked for an SQL backup file, leave the option “Do not create a backup file” selected and click “Next >”.
STEP 6
For the section “Add Additional Information”. You can add any other remarks or a description of the problem you want to share with the support expert on this screen. You can leave this field empty and click "Next >" if you have previously clarified the problem to them.
STEP 7
For the section “Create Package”. Click “Browse” next to the output file path text box and select a Folder and File name for the .zip file that will be created by the wizard. Then click “Finish”.
STEP 8:
Once the process is complete, contact the support technician for options to send or upload the resulting ZIP file.