Diagnosis

For support cases, the Intrexx Support Center will prompt you to run a diagnostic test. This process generates ZIP files that assist Intrexx Support in resolving cases. The ZIP files contain, among other things, log files generated by the Intrexx Portal Manager and the Intrexx Portal Server.

A diagnosis can help determine

• What version and version history a portal has

• when updates were installed

• how exactly the portal is configured

• when the portal was restarted

• What errors and other entries have been included in the log files, and since when?

Diagnostic information is required to handle support cases efficiently.

Run a diagnostic test using the "Tools" module

Step-by-Step

To make a diagnosis, follow these steps:

1. Connect to the portal for which you want to run a diagnostic test.

2. Launch the "Tools" module.

3. Click the "SystemCare" menu item.

4. Click the "Analyze Log Files" menu item .

   The "Analyze Log Files" page appears.

5. Click the " Create Diagnosis" button.

   

6. The "Save File" dialog box appears.

   The system suggests "diagnose" followed by the current date as the file name.

   The file is generated in ZIP format.

7. Please send the ZIP files to Intrexx Support Center.

   When the ZIP files are created, any passwords that may be contained in the files are removed.

Run a diagnostic test from the command line

To generate the diagnosis via the command line, run the corresponding file on the server using one of the following operating systems:

• Linux: bin/linux/diagnose.sh

• Mac: bin/macos/diagnose.sh

• Windows: bin/windows/diagnose.bat

Below you will find information about the options available to you when running the diagnostic files.

Usage: SupportDiagnose  [OPTION]... <portal-directory>
			<portal-directory>: The portal directory (valid values:
			                    <portal name>, path relative to intrexx
			                    home directory or an absolute path).
	options:
			-h:                 Show this help.
			--help:             Show this help.

			-a:                 Diagnosis will be created for all portals.

			-c:<count>:         The count of history files to get
			                    (optional, default: 5)

			-i:<intrexx-home>:  The Intrexx home directory (optional).

			-o:<diagnose.zip>:  The output diagnosis zipfile. Will fail if
			                    file already exists. (Optional. If not set
			                    the the output diagnosis zipfile will be
			                    stored as diagnose-yyyy-MM-dd_HH-mm-ss.zip
			                    in the Intrexx home directory).

			-O:<diagnose.zip>:  The output diagnosis zipfile. If file
			                    exists, the file will be overwritten.
			                    (Optional. If not specified the output
			                    diagnosis zipfile will be stored as
			                    diagnose-yyyy-MM-dd_HH-mm-ss.zip in the
			                    Intrexx home directory).

			-n                  Diagnosis will be created without any portal logs.
			                    Will ignored if -a is set.

Create a Diagnosis via the Admin API

You also have the option to generate diagnostics via the Admin API.

For more information on this, see the Intrexx Administration API section