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If you experience a problem with License Statistics, please email X-Formation Support.  

The more precise and complete the information we receive, the easier it will be for us to identify and solve your problem. To help us assist you most quickly, when reporting an issue with License Statistics:

1. Describe the problem as completely as possible in your email.
   
   
2. Generate a support file. This may be done in the License Statistics UI or from a command line, and both methods produce the same file, named Using one of the following options, generate a "licstat_support.zip."
   " file to supply to X-Formation Support.
   
   
   1. For Windows only, generate the support file by clicking Download Support File from License Statistics Manager.
      
   2. With License Statistics running, generate the support file by clicking If License Statistics is running, click Download Support File from the Support page. This is in the License Statistics UI (the easiest way to report UI issues, such as quality of gathered data, configuration problems, etc.):
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   3. With License Statistics Generate a support file from the command line. This may be done at any time (License Statistics can be either running or stopped), but is , generate the support file from the CLI (most useful for reporting administration issues and technical problems with running the application.):
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3. Attach the "licstat_support" sub-directory under your License Statistics installation directory.
4. Run the script contained in the "support" sub-directory:
   
   • For Windows, run "create_support_file.bat" either from command line or from Windows Explorer. You must run the script as an administrator by using "Run as administrator" or an elevated "cmd" instance.
     
   • For Linux, run "create_support_file.sh." When running the script, permissions must match the permissions for running License Statistics.
     
.zip" file to your support request email.


5. If requested to do so, save your parser output to a file and attach this Attach the "licstat_support.zip" file to your support request email.
   
   
6. Depending on the type of problem you are reporting, sending us additional information may be helpful: 
   • UI issues: Attach any screenshots that contain URL and browser information. 
   • Data migration issues: Request access to the X-Formation Upload Portal where you can upload your database to help us reproduce your problem. (Note that it is important to create the database dump using the scripts described in Backing up and restoring the database.)
     
   • Import log issues: Attach the import log.

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1. • License Statistics Agent issues: Archive the logs directory from the affected host and send it to X-Formation Support. The log file can be found in the hidden directory "C:\ProgramData\X-Formation\License Statistics Agent\logs."