Service ADVISOR Program Guide

Table of Contents
 Main Window
o Log Collection
o Drop SA Databases
o SA Cleanup
o SQL Cleanup
o Installed Applications
 Tools
o 21-5 Error
o Adobe Fix
o Password Fix
o Payload Repair
o Encryption Fix
 Main Window
Log Collection
There are several pieces to the log collection aspects of the Service ADVISOR program.
B
C
A
F
D
E
G

Buttons A-B-C-E all influence what logs are collected by the program. If you are looking for
Service ADVISOR logs without any can trace logs then button B will provide you with them. If
you are looking to collect everything button A will be what you want to select. Options E is a
calendar and you can use to select the day of what logs you would like to collect. Only 1 day
can be selected at a time. Option D will determine whether the logs you collect will be placed
into a zip folder when the collection is complete. Both the original folder and the zip will be
placed on the user’s desktop.
 Logs are collected from the following locations:

o \ProgramData\Service ADVISOR\Log
o \ProgramData\Service ADVISOR\Update\Log
o \ProgramData\Service ADVISOR\Log\Install Logs
o \ProgramData\Service ADVISOR\Log\Install Logs\CAL Install Logs
o \ProgramData\Service ADVISOR\Log\CAL Logs
o \ProgramData\Service ADVISOR\Log\CanTrace
o \ProgramData\Service ADVISOR\Log\RMSLog
o \ProgramData\Service ADVISOR\sds\logapp
o \Program Files\Service ADVISOR\xvds\Logs
o \Program Files\Service ADVISOR\SUIR\Logs

Few things from the above list to note:

1. The Paths will differ from above based on 32-bit vs 64-bit and also on OS
2. The actual process of collecting will not fail if one of the above paths is missing
3. The log collection process is extremely dynamic and will collect any and every log file that matches the date
modified.

Log files can be opened directly from the programs main window. The drop down labeled as G
allows you to select a log file to open. Once a log file is selected clicking Open Log File labeled
F will launch the log file with the default txt editor on the computer (Usually Notepad).

Uninstall procedures

B
C D
A
There are several tools related to assisting in uninstalling Service ADVISOR. However this is the only
portion of the program where the tools must be used in a certain order. In the above screen shots
buttons label B and C are greyed out until button A is selected.

Drop SA Databases: This button should be used during a Service ADVISOR uninstall where MS SQL
Server is not being removed or does not need to be removed. The procedures that this button does are
as follows

1. The Program first builds a connection string and attempts connection to the sql server on the
localhost
2. A series of queries are then executed against several of the system databases.
a. These queries were taken directly from the Drop_Databases.sql script that is located in
the program files folder of Service ADVISOR under the folder Database Files.
b. Why run this? If you are running a uninstall of Service ADVISOR without the removal of
the SQL server the standard Service ADVISOR uninstall does not properly clean the data
base of any listing of the two Service ADVISOR data bases. Running the queries located
in the file/program. Scrub the SQL server of all Service ADVISOR remnants. This allows
for everything to be reloaded in the system databases without issues.

SA Cleanup: This button will only be clickable if the program detects MS SQL server is not installed or if
the drop data bases button has been clicked. This button will remove a large list of folders and registry
keys related to Service ADVISOR. When completed it will display a window that shows what was
deleted.

SQL Cleanup: This button will only be clickable if the program detects MS SQL server is not installed or if
the drop data bases button has been clicked. This button will remove a list of registry keys and folders
related to MS SQL Server. When it has completed it will also show a list of everything that has been
deleted.

Installed Applications: Finally the button labeled D will display a list based on the registry what
applications and prominent application updates are installed on the computer. It copies this list to the
clipboard and flags any possible relevant applications in red.
Tools Window

The Tools Window has several useful tools built straight into it.

21-5 Error: This button can be used to correct both the 21-5 and 21-16 error that can occur when
payloads are corrupted or duplicate payloads exist. Clicking the button will display a window with a list
of payloads that can be deleted. Deleted payloads are moved to the recycle bin.

Adobe Fix: This corrects the adobe error that can receive after an adobe update or sauce update. Unlike
the batch file this is not version dependent. It determines the adobe path based on what it finds in the
registry.

Password Fix: This will correct any passwords issues that can occur during an install on Windows 7. It
runs both the fixes one after another.

The Last two buttons contain two separate programs that are attached to the program. One is the
payload repair tool that can repair corrupted payloads. The last is the encryption fix that can correct
errors loading and opening DTAC solutions within the applications.