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.
To help us assist you most quickly, when reporting an issue with License Statistics:
- Describe the problem as completely as possible in your email.
- Generate a support 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.
- 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:
The more precise and complete the information we receive, the easier it will be for us to identify and solve your problem.