Good collateral is essential in pinpointing issues and providing resolutions or workarounds. Here are some example of information provided to us by customers:
Screenshots - it is almost always easier to diagnose issues and collect information using pictures. Please try to send several screenshots with relevant data along with other logs.
System Log Files and Post migration XML Logs -
Post migration XML Logs - are generated with most operations and are displayed in the Log Viewer. All (or specific) items in the log can be selected and saved on your computer for later use.
System logs are generated behind the scenes and contain internal information that is intended for our engineering team. Besides standard system logging, there is also Debug Mode logging which collects significantly more information. To save all these logs at one time got to the Help tab within Essentials, select Log Manager, and then select Save logs.
NOTE: When sending logs to us, these logs may contain sensitive information like URLs, file names, user accounts and connection passwords (encrypted by default). If necessary, review all logs before sending them with your support ticket.
Selecting Debug Mode from the help tab will set Metalogix Essentials to work in debug mode. This mode will set the product to perform extended logging, collecting more details of processes within the application logs in an effort to detect potential issues.
·Do not enable Debug Mode without consulting with the Support team.
·Do not run lengthy operations like copying sites under Debug Mode. This will collect a large amount of information that will not be useful. Instead try to narrow down the scope to a few items and perform the operation for these under Debug Mode.
·Remember to disable Debug Mode after the necessary information has been collected
Selecting Log Manager from the help tab provides a drop down list of functions you can perform with regards to logs.
·Save Logs - selecting this option will allow you to save your logs to a specified location on your machine, allowing you to access them at a later date, in the state that they are currently in.
·Save Environment - selecting this option will allow you to save your environment to a specified location on your machine, allowing you to access it at a later date, in the same state as it currently is in.
·Clean Environment - selecting this option will clean out your current logs in your Essentials environment.
·Show Workspace - selecting this option will open the file manager, displaying where all the components of your connections have been saved on your machine.
After purchasing Metalogix Essentials, you will receive an email with the link to the product download and the activation code to activate the product.
1.Once installation has been completed, upon starting the Essentials application for the first time, you will be presented with a Registration Screen. Enter your activation code in the allotted space, and select to Activate Manually.
2.You will be presented with a window that details the instructions on how to obtain your license manually in the case that the machine on which Essentials has been installed does not have access to the internet.
3.As is displayed in the above screen shot, upon clicking Ok, your internet browser will be opened, if you do not have access to the internet, then simply copy the URL in the address bar and paste it into the browser of a machine with an active internet connection. This will give you access to your license data.
4.Select all the license data and copy it, then click Close.
5.Once you have copied the license data, and closed the license data window, you will be redirected to the Offline Activation page. Paste the license data into the area marked Activation Text. Click Activate.
6.If activation was successful you will be redirected to the successful activation page. Here you must either copy the Activation Text.
7.Return to the Essentials Registration Screen. An Enter License Data window will have opened, paste the activation text here, and select Apply.
8.The license should appear in the License box and the Activation Status bar should turn green and display "License is Valid". Your license has been activated, you may now click Close and use the Essentials console.