| The information on this page refers to License Statistics v5.15.4 or newer, which added a script to assist with gathering troubleshooting information. If you are using an earlier version of License Statistics, please refer to the documentation for releases prior to v5.15.4. |
If you experience a problem with License Statistics, please email X-Formation Support.
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- Describe the problem as completely as possible in your email.
- Generate a "licstat_support.zip" filesupport file (License Statistics can be either running or stopped while creating the file):
- Go to the "support" sub-directory under your License Statistics installation directory.
- 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.
- " 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.
- Running this script will create a file named "licstat_support.zip." (A zip archive will also be generated in the same location.)
- Attach the "licstat_support.zip" file to your support request email.
- 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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