Siebel Pharma Handheld Guide > Troubleshooting >

Log Files

This section discusses issues related to log files.

Direct Server Sync Log Files

To assist Siebel Technical Support, collect the following files when logging a Siebel Handheld service request. The following files are found on the machine where Siebel Server is installed:

• All server sync user files in the Siebel Root\siebsrvr\hhsync\application directory\user id\node id directory.
• Server NT application event log extract.
• Server NT system event log extract.
• All files in the Siebel Root\siebsrvr\log directory including CompName_task.log.

  where CompName is the name of an application server component, and task is a Siebel task number. Each sync session is assigned a new Siebel task, so there will be many of these. An example "CompName" value is "SalesCE_enu" (note that language is part of the component name itself).

• All files from all subdirectories under the Siebel Root\siebsrvr\logarchive directory.
• Server perfmon log files (showing memory, network, disk performance), if available.

The following files are found on the machine where the Web Server (that is, IIS) is installed:

• SWE log files from Siebel Root\eappweb\log (all files).
• IIS server NT application event log extract.
• IIS server system event log extract.
• IIS server perfmon log files (showing memory, network, disk performance), if available.

Companion Sync Log Files

To assist Siebel Technical Support, collect the following log files when logging a Siebel Handheld service request. The following files are found on the companion PC where Siebel Mobile Web Client is installed:

• Client Siebel Handheld Sync log file: \log\syncmanager_log.txt.
• All files in the Siebel Root\client\hhsync\application directory\user id\node id directory.
• NT application event log extract.
• NT system event log extract.
• All files in the Siebel Root\client\log directory.
• Perfmon log files (showing memory, network, disk performance), if available.

Handheld Device Logs

The following log files are found in the /Program Files/Siebel Handheld directory on the handheld device:

• dbimport_log.txt—This file is a log of the database objects that were imported during synchronization. The file is located in the \Program Files\Siebel Handheld directory on the handheld client.
• sql_stmt_log.txt—This file logs all SQL statements generated by the application. You must set a parameter in the setup.ini file to turn this log on. The log file is located in the \Program Files\Siebel Handheld directory on the handheld client. See Deployment of Siebel Handheld for more information about setting the parameter.
• ssa_errors_log.txt—This file is a log of all system error messages. You must set a parameter in the setup.ini file to turn this log on. The log file is located in the \Program Files\Siebel Handheld directory on the handheld client. See Deployment of Siebel Handheld for more information about setting the parameter.
• syncmanager_log.txt—This file contains all of the messages displayed on the Sync Manager dialog box as well as some basic information about synchronization, such as data source and connect string. You can set the logging level for this file using the SyncLogReportingLevel parameter in the setup.ini file.

  For Direct Server Sync deployments, the file is located in the \Program Files\Siebel Handheld directory on the handheld client. For Companion Sync deployments, the file is located in the Siebel Root\client\log on the companion PC.

Logging Handheld Synchronization Errors

Siebel Handheld Sync logs all the strings that the user sees in the sync message window as well as many informational messages that do not get displayed in the UI. These informational messages are used to help track down where an error occurred. Siebel Handheld Sync determines which messages get logged based on a value stored in the registry under the key SyncLogReportingLevel. The values range from 0 to 4; 0 logs all error messages and strings that the user sees, and 4 logs all data that Siebel Handheld Sync sends and receives.

If Siebel Handheld Sync fails for some reason, check the syncmanager_log.txt file immediately after the failure. If you need more detail, increase the logging level and run Siebel Handheld Sync again. Use the LoggingLevels parameter in the setup.ini file to change the logging level. Furthermore, each time a user synchronizes, the syncmanager_log.txt file is overwritten with the new data.