Problem: Getting a server error on some part of publisher console
If you’re getting an unidentified error while performing some usual activities in the publisher's dashboard of DeskAlerts, there is some additional information that you can provide to DeskAlerts support in order to get this incident resolved faster.
Step 1. Log out of the publisher console and check the package version
For the v9.x.x.x generation of DeskAlerts, the version number is specified on the login page, below the login form:
Step 2. Determine whether your account in DeskAlerts has a system administrator level access
Different accounts in DeskAlerts may have various levels of access to the system features. Look at the menu on the left – if you have “Publishers” item in there – you’re logging in with the system admin level account.
Otherwise, you’re a publisher – please take a screenshot of your left-side menu bar so
the support team has an idea of your access scope.
Step 3. Reproduce the exact sequence of steps that lead to the error
Make sure that you can reproduce the issue. If you have some screencasting software – record a video of your actions and send it over to the support team. If not – just send us a list of actions required to reproduce the issue in your current software copy.
If the issue is not reproducible – report it to your local system administrator so they can perform the Step 4.
Step 4 – Retrieving the server logs
This step can only be taken by the person with the access to DeskAlerts application server (IIS). In order to provide a detailed report to DA Support team, ideally you will need to gather three log types.
The IIS web log for the day when the issue has occurred – the location of these can be determined from IIS Manager, the “Logging” feature of the site running DeskAlerts. By default, these are located at C:\inetpub\logs\.
The system log for the day when the issue has occurred – you can generate one by going to Event Viewer → Windows logs → Application and exporting all “warning” and “error” level events for the needed day.
The DeskAlerts own error log, which will be located at %deskalerts application root%\admin\logs.
There may be several files here – just copy the ones for the day when the error has occurred.
Step 5 – Send the information over to DA support
- The perfect error report should include:
- Your account type (admin or publisher)
- For publisher accounts, a left-hand menu screenshot
- Instructions to reproduce the error (ideally, a video)
- 3 types of server logs retrieved from the application server by the local administrator.
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