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Tech Tip: Data to collect before contacting Tech Support
PRODUCT: 4D | VERSION: 17 | PLATFORM: Mac & Win
Published On: February 28, 2019
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When an issue requires you to contact 4D Technical Support, there is often times a set of data points that will be requested by the TS engineer.

To help expedite the case, the developer can obtain those data points prior to contacting Technical Support, thus saving the time required to obtain them later.

Depending on the type of event, there may be different data points requested. Here is a general breakdown of different events and what data points to collect for each type of event:

  • Data Corruption
  • Performance / Slow down
    • 4D Info Reports
    • Debug Log (Set Database Parameter #34)
    • Client / Server Request Log (Set Database Parameter #30 / #28)
  • Application Crashes
    • 4D Info Reports
    • If on Windows
      • include the Event Viewer information related to the crash event
      • include the DMP file (look next to the crashed exe)
        • ProcDMP can be used to monitor the application and create a more complete DMP file
    • If on Mac
      • include the Crash Report (look in the Console.app)
  • Application Hangs
    • 4D Info Reports
    • Debug Log (Set Database Parameter #34)
    • Client / Server Request Log (Set Database Parameter #30 / #28)
  • Memory Leaks
    • 4D Info Reports
    • Debug Log (Set Database Parameter #34)
    • Client / Server Request Log (Set Database Parameter #30 / #28)
  • Disconnected 4D Remote
    • 4D Info Reports
    • Diagnostic Log Recording (Set Database Parameter #79)
    • Client / Server Request Log
Note: This is not an exhaustive list - the actual data points requested may vary depending on the unique situation at hand.

As evident form the list above, the 4D Info Reports are needed in all situations. It is therefore recommended to have the component installed and logging reports prior to experiencing an issue. That way, if an issue arises, the reports will be available to use as historical data which can often times help to pinpoint significant changes in the environment or application.