This article lists useful information when opening a Support case on InterPlay

Resolution

Depending on the category of the issue, please provide the result of the [install]/display.sh or [install]/display.bat (Windows), along with the listed elements:

1. Product installation:

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

2. Error with the license key:

a. If there is an error with the license key during the use of the software:

• [install]/AIS/Tools/apache-tomcat/logs/interplay.log
• The mail containing the license key
• Current licenses:
  • Screenshot from AIS Administration > Administration > Licenses OR
  • [install]/AIS/Repository/startConsole.sh -c exportRegistry -> registry.xml
• The hostname of the machine where InterPlay is installed
• The OS version of the machine where InterPlay is installed

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 InterPlay version
• Other options

3. Service Pack installation:

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

4. XDBM errors during installation / Service Pack update

• the install.log file from the <installation root directory >
• a zip of the [install]/Tools/XDBM folder + [install]/AIS/Tools/apache-tomcat/logs/interplay.log

5. General issues on client side (in the browser)

• InterPlay: AIS/Tools/apache-tomcat/logs/interplay.log
• Designer: AIS/Tools/apache-tomcat/logs/designer.log
• Administration: AIS/Tools/apache-tomcat/logs/adminui.log
• Apache Tomcat (landing page / server): AIS/Tools/apache-tomcat/logs/catalina.<date>.log
• Report: AIS/Tools/apache-tomcat/logs/reporting.log

5. General issues on server side (the installation)

• InterPlay: log for InterPlay/extra/Tools/ant:
  
  • ~InterPlay/extra/Tools/tools.log
• Designer: log for AIS/Designer/extra/Tools/ant:
  • ~/AIS/Designer/extra/Tools/tools.log
• Repository: log for /AIS/Repository/startConsole
  • /AIS/Repository/log/config-api.log