How to collect diagnostics



This topic discusses the procedure for collecting and sending diagnostics should an error occur using H2OS.



Should a program error occur in H2OS, an "Oops!" screen will appear something like this:





If this is the first time the error has occurred (i.e. you have not already submitted diagnostics for this error), please click SEND REPORT to submit this error report with diagnostic information to our Customer Support.



Other types of errors and diagnostics

An error can also take the form of wrong or missing data from H2OS screens and reports, in which case the "Oops .." screen will not appear


What to do? First, in almost all cases it's helpful to take a screenshot (press PRT_SCRN) showing the 1st symptom of a problem and then paste the screenshot into an email note, with comments to help us understand and even reproduce the problem. Depending on the nature of the problem, our staff may request additional  diagnostic information. This is where the menu option help->collect diagnostics for H2OS support can come in handy.  


Second, it will likely be useful to collect and send diagnostics obtained at the time the error (1st symptom of a problem) appears on the screen. You can do this by selecting the Help -> Collect Diagnostics for H2OS support menu option at this time. While the menu option can be used at any time, it's most useful when taken at the same time the symptoms of an error appear.  



Two ways to submit diagnostics

In summary, there are 2 ways to collect diagnostics:


1. Following a software error, the Oops! screen will appear. At this time, if this is the first time this problem has occurred (and you have not already submitted diagnostics for this specific error), please click the SEND REPORT command, which will cause H2OS to collect and send diagnostic information related to the error by email to our customer support technician.


2. At any time during normal H2OS operations you can click the Help -> Collect Diagnostics for H2OS support menu option. Selecting this option will cause H2OS to generate a deliberate error for the purpose of bringing up the Oops screen, which can then be used to collect and send diagnostics.  




Example: Using Help->Collect Diagnostics


Select "Collect diagnostics" from the Help menu





A screen like this will appear






A message will appear, like this:




Click YES and wait for the collection process to complete. When collection is completed, the report will be sent to H2OS customer support as an email attachment.:




If this procedure does not complete and you get an error message, check that your E-mail setup information is correct.  Usually this type of error will cause H2OS to ask you to the new or corrected information, or you can provide this information using the E-mail setup information procedure.




Information collected

The H2OS001.ZIP file created by the diagnostics collection process contains files with information about your H2OS installation and the current status of files and variables at the time the diagnostics were taken (presumably directly after an error has occurred, but can also be collected using the Help->Collect Diagnostics menu option)


Send Report

When you click Send Report on the error handler screen (above), H2OS will send Customer Support an automated e-mail note with the H2OS001.ZIP file attached.


Click the SEND REPORT button to create and send a DIAGS0nn.ZIP file to our customer support. This file oftentimes contains all of the information we need to understand and resolve problems. In some cases we may also need to remote connect for more information or test a solution.



Screen shots

While we make every effort to collect all relevant diagnostic information, sometimes a simple screen shot with a message says it all. It's generally a good idea to explain what you were doing at the time, and what preceding operations, if any, may have led up to the problem.


There are different ways of getting screen shots. Our favorite is the Microsoft HTML Help Image Editor, which can be obtained free from Microsoft by searching "microsoft html help image editor". It's part of a workshop toolkit.


You can also take a screen shot by pressing PrtScr and then PASTEing the clipboard (usually CTRL-V) into an Outlook email note directory (must be HTML format), or you can paste the image into Word or some other program that will receive a PASTE from the clipboard.


If you paste the screen shot right into an Outlook email note, that would be the easiest way. Otherwise, if you have saved the image as a file (in a TEMP fodler),  send it to our customer support as an email attachment.



To turn on the trace before starting H2OS, create a file named: c:\h2os\lctrace3.txt, the presence of which will cause H2OS to turn on the trace during startup ...  then repeat the error ... shut down H2OS and use another email system to send the trace file to us.