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KB Article #180867

Information to collect when opening a Support case on Accounting Integrator

Problem

This article lists useful information when opening a Support case on Accounting Integrator.


Resolution

Depending on the category of the issue, please provide the listed elements:

  1. Product installation:

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  • the error generated: screenshot/copy-paste of console.
  • the install.log if it was already generated while the issue occurs (in the <installation root directory>)
  • the installation version (the name of the install pack)
  • the OS version

2. Error with the license key:

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a. If there is an error with the license key during a transformation session, please provide:

  • -RDJ_EXEC/log/RuleEngine.log (for windows, linux and unix OS-s) or sysout log (for mvs OS)
  • The mail containing the license key
  • The hostname
  • The OS
b. If you are requesting a new license key, please indicate the following:
  • The reason you are requesting a new license key
  • The hostname
  • The OS
  • The AccountingIntegrator version
  • Other options

3. Service Pack installation:

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  • the install.log file from the <installation root directory >
  • the current version and the SP installation version.

4. Any other error occurred during a transformation session:

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  • take a screenshot of the issue.
  • the result of the display command (from the installation root directory)
  • a detailed description of the issue
  • the RuleServer.log file from RDJ_EXEC/log directory (windows, linux or unix OS-s) or sysout log (for mvs OS)
  • the input file
  • the sys.dat, usr.dat, script.fic from RDJ_EXEC/dat directory
  • indicate the < Process_context_in > for the concerned transformation session
  • the mvttrf.mvt file from RDJ_EXEC/dat directory; it is generated by the execution of the RDJ_EXEC/script/rdjtrf script.