Product

Brisque^® 5.x

Platform

All Brisque 5.x platforms

Operating system

IBM^® AIX^® 5.2

Symptoms

When the Brisque workstation stops responding or when there are functionality problems, creating Brisque 5.x log files properly is essential for ensuring that escalations are resolved in a timely manner.

Solution

To properly create log files, follow the steps in the exact sequence presented.

Obtaining client brisque5.log:

1. If the Windows^®/Macintosh^® client stops responding, then before restarting the client, copy the client brisque5.log file and attach it to the escalation e-mail.
   Important: If you don’t perform step 1, the client log will be overwritten by the client’s login
2. On the Windows client, select:
   c:\programFiles\BrisqueClient\version\exec\brisque5.log (the default path), or:
   c:\VER5\version\exec\brisque5.log (a user-chosen path)
   On the Macintosh client, select:
   /Applications/Bclientosx.app/exec/brisque5.log
   Note: You can also press ctrl and click the Brisque5 icon. Then select Show contents to get to the log file.

Obtaining console.log:

For problems on a Mac OS^® X client, you should also attach the console.log since it contains important information that can be useful even after client login following a system crash or when the system stops responding.
Select [your diskname] > Library > Logs > Console > console.log

Obtaining brisque_check.log and brisque_check.html:

Important: This step should be done prior to Brisque5 server logout/login.

1. If the problem was displayed on a Windows/Mac client and the client still has access to the Brisque5 server, then create brisque_check.log and brisque_check.html from this client application. Select Tools > System > Service > Create Log.
   The relevant client Brisque5.log will be included in the final brisque_check.log and brisque_check.html and will be sent back to the client’s desktop.
2. If the client no longer has access to the Brisque5 server, then create brisque_check.log and brisque_check.html from another client or from the Brisque5 server:
   • Select scismit/Problem determination/create Brisque Support Log
     or:
   • At the command line, type:
     # brisque_check.sh
     brisque check.log and brisque_check.html are created in /scitex/version/logs.
3. Send the log files to your support personnel.

Technical contact(s)

Lev Weissman

Submitted by

Lev Weissman

Date submitted

28 Oct 2004