Recommended Information Needed When Submitting an Incident Report

(IR) for Teamcenter

Collection of Data Necessary for Successful Resolution of Teamcenter IRs

To help reduce the time it takes to analyze calls and isolate issues that quickly need to be converted to
problem reports, the following information needs to be available when calling or included when opening
an incident report as part:

1. Specifically state all versions used of each product

• Teamcenter Version (include Service Pack and Patch level)
• Language used (English, Japanese, German, etc.)
• Versions of each integration used that is applicable to the problem (NX,
CATIA, AutoCAD, etc.)

2. Hardware Configuration (for both client and server), including Operating System Language and
Operating System Version (with Service Pack). State whether it is a 2-tier or a 4-tier configuration.

3. Provide a complete evaluation of the problem with a full set of steps that are needed to duplicate the
issue. Specifically state if the problem could be reproduced on an .Out of the Box. environment. If the
problem could not be reproduced on the .Out of the box. environment, state the differences that exist
between your environment and that of the .Out of the Box. environment.

4. Provide complete logs for the relevant modules. If you cannot duplicate the problem, set the
following variables to collect more information in the journals:

• For Syslogs & Jnls

• When there is a problem set the following variables to collect the syslog and journal files
• set TC_DEBUG=ON
• set TC_Journalling=ON
• set TC_journaling=ON
• set TC_Journal_Modules=ALL
• set TC_POM_JOURNALLING=N
• set IMAN_KEEP_SYSTEM_LOG=TRUE
• set TC_KEEP_SYSTEM_LOG=TRUE
• set TC_SQL_DEBUG=BJPT
• set UGII_CHECKING_LEVEL=1
• set API_JOURNAL=FULL
• set TC_JOURNAL_MODULES=ALL
• set TC_JOURNAL_ROUTINE_SUMMARY_ALL=1
• set TC_JOURNAL=FULL
• TC_JOURNAL_PERFORMANCE_ONLY=2
• TC_JOURNAL_MODULES=NONE (*)
• TC_SQL_DEBUG=bJT (**)
• (*) - Omit this setting to get more detailed information, at the expense of much larger file
• (**) - Omit this setting if not interested in SQL
• Turn on PJL files generation by turning on journaling at the rich client when reporting
performance related issues.

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 • For comlog
• RAC
• Show Request
• Show Response

For Perspectives:

Active Workspace
In Chrome: Go to Menu -> More Tools -> Developer Tools
Find the Network Tab and select “XHR” Tab. Clear the existing results and select
Object in Active Workspace to record ne logging information. After information
is captured, RMB on the object you need information on and save as “HAR with
content”

In FireFox: Enable Developer Tools, select Network Tab, and reload. In the Developer Tools
panel, RMB and select “Save All as HAR”.

Note: HttpWatch is an application you can use to open HAR files:

https://toolbox.googleapps.com/apps/har_analyzer/

TcFTSIndexer and SOLR

Set logger.properties:
• Edit %tc_data%\logger.properties
• logging.rootLogger=DEBUG
• logging.logger.Teamcenter=DEBUG
• logging.logger.Teamcenter.Soa.Communication=DEBUG

Set log4j.properties:
• Edit %tc_root%\TcFTSIndexer\conf\log4j.properties
• Log4j.logger.com.Siemens.Teamcenter.ftsi=DEBUG

Set tc_profilevars:
• Edit %tc_data%\tc_profilevars
• set TC_KEEP_SYSTEM_LOG=Y
• set TC_SLOW_SQL=1
• Set TC_SQL_DEBUG=PT

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 NOTE: If there are performance issues, set these to enable performance journaling [.pjl file will
be created]
• TC_JOURNAL=FULL
• TC_JOURNAL_PERFORMANCE_ONLY=1 (any value will do)

Restart Solr
Restart TcServers
Poolmanagers
Retest issue

Capture these logs:

• %tc_root%\TcFTSIndexer\logs\TcFTSIndexer.log
• %temp%\tcserver.exe*syslog
• %temp%\tcserver.exe*.comlog

NOTE: Copy the syslog and comlog based on the Date that matches your test. Provide
development with these 3 log files. If performance journaling was enabled, provide the
pjl file
• %temp%\tcserver.exe*.pjl

AutoCAD: log
%TEMP%\TCAA_<date>_<time>.LOG.

CATIA: catiamanager_client_<userid>_<random#>.syslog .
For V9 set CATIAMANAGER_user_trace=true; for 2005 set
CATIAMANAGER_client_trace=true

FMS: Basic FMS configuration FCC.xml, FSC.xml, FMSmaster.xml and log files generated in the
%fms_home% and fms config directory.

I-deas: TB.log, Teamcenter imanserver/tcserver.syslog

Add .DlogLevel=4 in idnportal.bat (or start_Idn_portal on UNIX) to the java commands.

Example. JAVA_COMMAND=%JAVA_COMMAND% -
DIMAN_PORTAL_ROOT=.%IPR%. << (existing)
JAVA_COMMAND=%JAVA_COMMAND% -DLogLevel=4 << (you add this)

Inventor log:
%TEMP%\TCAI_<date>_<time>.LOG.

Multi-site issue: IDSMXXXXXX.syslog\ODSXXXX.syslog

NX: userid_<random#>.syslog

PLMXML: Debug logs and tracebacks for import export issues

Pro Engineer: txdlog.txt (set log.enable=True and log.suppress=1000 in ipem.properties)

Requirements Management/Systems Engineering

TC_DATA: C:\apps\PLM\Tc10.x\tc_data
TC_ROOT: C:\apps\PLM\Tc10.x\tc_root

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Log File: %TEMP%\tcserver.exe###x####/syslog
Journal File: %TEMP%\tcserver.exe###x####.jnl
Rich Client Log:
%USERPROFILE%\Teamcenter\RAC\##########\[USERPROFILE]_TcRAC_[YYYYMMDD]######
.log
Log*.tmp with latest date
Communication Monitor: This helps when looking for an error in reproducing the error.
For MS Office: Ensure that the Teamcenter Add-in is installed (This gives MS Office the
Teamcenter Tab)

These must be installed for Microsoft Application to be used as “Live” applications.

Client for Microsoft Office

o Teamcenter Client for Microsoft Office feature requires Microsoft Office 2007, 2010 (x86/x64), or
2013 (x86/x64)1 in TcUA 9.1.x (Starting 9.1.2.4) 1 and TcUA 10.1.x (Starting 10.1.1) 1
o Teamcenter Client for Microsoft Office feature requires Microsoft Office 2010 (x86/x64), 2013
(x86/x64), or 2016 (x86/x64)2 in TcUA 11.2.x (Starting 11.2.2) 2
Note: This Addin MUST be patched to the same version as the Tc Server.

Tc AppLauncher log: %APPDATA%\Siemens\Teamcenter\TcClientAppLaunch_[YYYYMMDD].log

Tc Client for Office logs:

%APPDATA%\ Siemens\Teamcenter\Office\logs\Tc[OFFICE_APP]Addin_[YYYYMMDD].log

Extensions for Microsoft Office

o Teamcenter Extensions for Microsoft Office feature requires Microsoft Office 2007, 2010 (x86/x64),
or 2013 (x86/x64)1 in TcUA 9.1.x (Starting 9.1.2.4)1 and TcUA 10.1.x (Starting 10.1.1)1
o Teamcenter Extensions for Microsoft Office feature requires Microsoft Office 2010 (x86/x64), 2013
(x86/x64), or 2016 (x86/x64)2 in TcUA 11.2.x (Starting 11.2.2)2
Note: This Addin MUST be patched to the same version as the Tc Server.

Tc Extensions for Office log: %APPDATA%\Tc2007 External Interface\log.txt

Solid Works: Swim.properties file settings

log.enable = true
log.file = c:\\temp\\txdlog.txt
log.suppress = 10000

Other Processes:

Migration logs
TSTK\ets syslogs

Export of the preferences files

AIWS: The generated in and out log in the defined %temp% dir. Define the Log level and %temp%
directory in the aiwebserviceconfig.xml(9.x) or add the AIWS debug in the preferences manager.

Example: <UserValue value="2" title="monitor"></UserValue> <UserValue

value="C:\Temp\CCI\aiwebservice.exe"
title="log"></UserValue></UserData></PLMXML>

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5. Other reference questions that may be necessary:

• Is the problem part/assembly specific?

• Does this behavior occur on all clients?
• Does this behavior occur for all users?
• How long has this been occurring?
• Were there any administrative changes/software updates before the issues started occurring?
• Have there been any unusual occurrences on the workstation and or network?

You could use the following template to record the information you provide:

• SOFTWARE VERSIONS
• HARDWARE VERSIONS
• PROBLEM DESCRIPTION (brief description of the problem)
• WAS THE PROBLEM ABLE TO BE DUPLICATED?
• SETUP (exact steps to prepare environment to reproduce problem)
• STEPS TO DUPLICATE (exact step-by-step instructions to duplicate).
• FILES PROVIDED (logs, screenshots, movies showing duplication of steps)

Having this information as soon as the call is placed will minimize the need to ask for additional
information and will help expedite getting any software defects reported to development.

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