Troubleshooting

If you are encountering issues with your MAGS environment, please feel free to send a Mail or to give us a call at our support number.

Collecting information for Support

Whenever possible, please use the MAGS function Collect Support Information if you encounter an issue with MAGS, to provide all neccessary information to tackle the problem.

To collect the information, navigate to the “About” page in the MAGS GUI (the ! Button)

../_images/find_about.png

Then click on Collect Support Information

../_images/collect_button.png

Per default, all MAGS Server logs will be collected, you can change this by ticking on/off the files. Then proceed by clicking Next Step

../_images/select_mags_files.png

Next, you can select the instance for which support is needed. You can select one or more instances by ticking on/off the instance. Then proceed by clicking Next Step

../_images/select_instances.png

Next, you can select the logs you want to send for each instance. By default, the configuration file as well as the last log and raw.log will be attached. You can select one or more logs by ticking on/off the files. Then proceed by clicking Save Selected Files

../_images/select_instance_files.png

When all is selected, the files will be compressed into a single zip file. You can download the file by clicking Download zip file and send it via mail.

../_images/download_files.png