Tracing service
The Tracing service provides a mechanism to capture trace information (information and error messages from the ShareScan Manager, Connectors, and eCopy services) in a log file. You can configure this capturing mechanism by enabling the Tracing service in the Administration Console. Using this functionality helps troubleshoot potential configuration and functional issues.
ShareScan web clients and the ScanStation application also use the Tracing Service.
Since tracing degrades system performance, you typically utilize it:
- When working with customer support
- Until you have finished configuring your ShareScan system
How to start/stop Tracing service
Start Tracing service
To start Tracing service, launch the Administration Console and follow these steps: To start Tracing service, launch the Administration Console and follow these steps:
- Click the Services tab.
- Click Tracing under the Common services section of the Configure services pane.
- Select the Yes check box next to the Configured setting.
- Configure tracing settings according to your needs as described in the Tracing settings section.
- Click Save.
- Click Restart local on the Restart manager dialog to restart the local manager. This activates the tracing service and it starts collecting information as specified in your configuration.
Stop Tracing service
To stop Tracing service, launch the Administration Console and follow these steps:
- Click the Services tab.
- Click Tracing under the Common services section of the Configure services pane.
- Clear the Yes check box next to the Configured setting.
- Click Save.
- Click Restart local on the Restart manager dialog to restart the local manager; now tracing service is inactive.
|
Setting |
Description |
|---|---|
|
Configured |
Enables Tracing service for all devices and connector profiles when selecting the Yes check box; or disables the use of the Tracing service for all devices and connector profiles when clearing the Yes check box. Configuring this service enables non-verbose tracing on all devices and connectors. |
|
Verbose |
Enables detailed tracing when selecting the Yes check box or disables detailed tracing when left clearedn. By default, the logging is not verbose; for troubleshooting purposes, verbose logging is recommended. Unless the WriteToConsole setting in the Advanced ShareScan settings is set to true, devices are not able to do verbose logging. |
|
RSD Trace |
Select this check box if you want ScanStation to create trace logs (RSD is the scanning module of the ScanStation application). To activate this special tracing, you must also ensure that first you select this check box and then save your settings and afterwards you restart ScanStation. Kofax recommends that you only turn RSD trace on for brief periods of investigating possible issues, as RSD tracing is highly verbose and has a significant performance impact. |
|
Trace File options |
Options to create the log files. |
|
Trace file lifespan in days |
Tracing files older than this can be deleted. Value should be between 1 and 10 days. |
|
Directory size (MB) |
Tracing directory size in megabytes. Default value is 1024 MB. |
|
Enable for all devices |
Enables the service for all devices when selecting the Yes check box; or disables the service for all devices. |
Export
Using this option, you can export the internal trace data into a zipped archive. When you click the Export button, you must provide required information in four categories.
Destination
You can specify a location for the Export .zip file in the Zipped package of exported traces and other diagnostic information field. Either leave the default path unmodified or browse for a custom path by clicking the '...' button. Select the Open in Windows Explorer after creation check box to automatically display the containing folder once the archive is created.
Sources
You can select the items you want to include in the exported .zip file.
- Configuration profiles
- Trace in text format
- Event log
- Activity monitor log
- Troubleshooter log
- ShareScan WebClient log
Process dumps
Select the service processes to dump.
- ShareScan.Server.WebAdmin
- ShareScan.WatcherService
- ShareScanAdminConsole
- ShareScanAgent
- ShareScanManager
- ShareScanMonitoringAgent
Devices
Select logs for specific devices you want to include in the Export .zip file.
Delete Trace Files
Click this button to delete all ShareScan trace files from your system. If you create a trace export right after clicking this button, its size will be close to zero.
How to trace a reproducible issue
- Turn Tracing service on.
- Make sure Verbose is on and file size is set to 50 MB.
- If there is tracing data from a previous tracing process, click Delete trace files before reproducing the issue.
- Reproduce the problem.
- Export the trace data.
- Turn Tracing service off (to avoid degrading system performance).
How to trace a single device
Follow these steps to trace only a single device:
- Turn Tracing service off for all devices: click the Services tab and select Tracing under Common services in the Configure Services window.
- The Tracing window appears; make sure the Yes check box next to Configured is selected under the Tracing category.
- Clear the Yes check box next to Enabled under the Enable for all Devices category.
- Click Save.
- Click Restart local in the Restart manager dialog.
- Go to the Devices tab and select the device you want to enable Tracing service for.
- Select the Enabled check box next to Tracing under Services > Common Services in the Settings window.
- Click Save in the Configure Connectors for Device window.
When enabling verbose tracing for troubleshooting a specific issue, you may want to consider applying this tracing mode only for the device in question; this way, you can safely have verbose tracing on up until you have finished configuring your ShareScan system before overwriting the old tracing information. Use the Device Settings, or Device Group Settings to regulate tracing for specific devices.