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:
- 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
- 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.