Sharing Error logs

How to find and share the Prolaborate and PCS Error Logs?

Please share the log files as per below steps to investigate the issue.

1. Open the Prolaborate logs folder under
C:\Program Files\Prolaborate\ProlaborateApp\Logs\WebApp and delete the log files from the following folders

• a. Errors
• b. Information (if it exists)

2. Set the logging level to information in Prolaborate Management. This app can be found at the location where Prolaborate is installed.
For example: C:\Program Files \Prolaborate\ProlaborateManagement\Prolaborate Management

3. Restart all the Prolaborate services to apply the changes. 

4. Go to Pro Cloud Server Logs folder-
C:\Program Files\Sparx Systems\Pro Cloud Server\Service\Logs and delete the log files

5. Reproduce the issue

6. Go back to above folders again and share the log files that are created.

Note:

• From Prolaborate V5 the default path will be under the Program files. We advise the users who are in V4 should follow this path to access the Prolaborate logs folder. C:\ProgramFiles(x86)\Prolaborate\ProlaborateApp\Logs\WebApp
• Set the logging level to information in Prolaborate Management. This app can be found at the location where Prolaborate is installed. For example: C:\Program Files (x86) \Prolaborate\ProlaborateManagement\Prolaborate Management
• Locate the Pro Cloud Server log folder at C:\Program Files (x86)\Sparx Systems\Pro Cloud Server\Service\Logs, if you use 32-bit.

How to find and share the SAML Error Logs?

Please share the log files as per below steps to investigate the issue.

1. Open the Prolaborate logs folder under
C:\Program Files\Prolaborate\ProlaborateApp\Logs\WebApp and delete the log files from the following folders

• Errors
• Information (if it exists)

2. Set the logging level to information in Prolaborate Management. This app can be found at the location where Prolaborate is installed.
For example: C:\Program Files \Prolaborate\ProlaborateManagement\Prolaborate Management

3. Restart all the Prolaborate services to apply the changes. 

4. Reproduce the issue

5. Go back to the SAML Logs folder-
C:\Program Files \Prolaborate\ProlaborateApp\Logs\WebApp\SAML Logs and share the log files that are created.

Note:

• From Prolaborate V5 the default path will be under the Prolgram files. We advise the users who are in V4 should follow this path to access the Prolaborate SAML logs folder under C:\Program Files (x86)\Prolaborate\ProlaborateApp\Logs\WebApp\SAML
• Set the logging level to information in Prolaborate Management. This app can be found at the location where Prolaborate is installed. For example: C:\Program Files (x86) \Prolaborate\ProlaborateManagement\Prolaborate Management

How to Share EA Adds-in Error log files?

Please share the log files as per below steps to investigate the issue.

Please follow these steps:

1. Go to the following locations and ensure any log files which already exist.
   • C:\Program Files (x86)\Sparx Systems\ProlaborateAddin\InstallLog
   • C:\Users\AppData\Roaming\ProlaborateAddin\ErrorLogs
2. Check whether any log files which already exist in the above-mentioned folders
3. If not, reproduce the issue and again check the folder.
4. Share the log files that are created.

How to find and share the Confluence Error Logs?

Please find the confluence log files as per below steps to investigate the issue.

1. If using Confluence Server, the macro logs will generate in the folder depicted in the image below C:\Program Files\Atlassian\Confluence\logs\prolaborate-confluence.log, refer to the image below for Confluence logs. 

2. Please share the file ‘prolaborate-confluence.log’ from the specified path with us and include the date and time of the error. The logs will be generated in the mentioned file, and there is no need to delete the existing log.

3. If you’re using Confluence Cloud, have no worries about sharing the error log; our team will handle it for you. Create a ticket to support[at]prolaborate[dot]com and don’t forget to provide the date and time for us to assist you better.