Collecting Support Information

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

If you intend to create a backup of the file vault SQL database, create a target folder for the backup before you run the wizard. The path must be valid on the SQL server system, not the client computer where you run the Collect Support Information wizard.

To collect support information:

  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 file 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 SOLIDWORKS PDM.

    Provides information about the vault size for performance-related issues.

    SOLIDWORKS PDM application version information Version numbers of all .exe and .dll files in the SOLIDWORKS PDM installation.
    SOLIDWORKS 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.
    SOLIDWORKS 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.