Collecting Support Information

The Collect Support Information wizard lets you collect information about an Enterprise PDM vault into a single package that you can send to SOLIDWORKS Technical Support.

1. Log on as the Admin user.
2. Right-click the vault you want to collect information for and click Collect Support Information.
3. On the Collect Logs and Settings screen, select from these options:

   Option	Description
   Archive server log files	Errors and events recorded on the archive server.
   Database statistics	Contains simple statistics like the counts of the most important tables. Includes the SQL server version and service packs and information about all upgrades and service packs done on Enterprise PDM. Provides information about the vault size for performance-related issues.
   Enterprise PDM application version information	Version numbers of all .exe and .dll files in the Enterprise PDM installation.
   Enterprise PDM registry section	Includes both local machine and current user sections of the registry.
   Environment information	Operating system and service pack, Locale ID, and Internet Explorer Version.
   Installed add-ins	Includes the entire add-in package for all installed add-ins.
   Enterprise PDM Client log file	Errors and events recorded on the local system.
   Local event log	Client system event viewer log.

   Click Next.

4. On the Collect Archives screen, optionally add specific folders or files to the package.

   The uncompressed size of the package based on the files and folders you select is shown.

5. On the Create SQL Backup screen:
   1. Optionally, select Generate a backup to the following location and specify the location to store the backup.
      The backup file is not included in the package. You must copy it to support manually.

   2. Click Next.
6. On the Add Additional Information screen, you can add a text message such as a problem description to the package.

   This appears in the final .zip file as AdditionalInformation.txt.

   Click Next.

7. On the Create Package screen:
   1. Click Browse.
   2. In the Open dialog box, specify the package name and the location to store the package and click Save.
      Include the date and time in the name.

   3. Optionally, click Open the folder where the file is stored.

      When the package is complete, the wizard opens the folder.

   4. Click Finish.

   The View Result screen shows the package creation progress.

   When the package is complete, a success message appears.

8. Click OK.

   If you chose to open the folder containing the package in step 7, an Explorer Window opens with the package selected.

9. Provide the support information package to technical support.