The information in this article applies to:
This article discusses the Automatic Error Reporting and Log File Submission features in Tabs3 and PracticeMaster software.
Automatic error reporting is an optional feature that can be enabled in System Configuration by selecting Help | Internet Resources | Error Submission Configuration from the menu. This feature allows Tabs3, PracticeMaster, and Tabs3 Financial software to automatically send errors encountered in the software to Software Technology, Inc. for quality control purposes.
In the Error Submission window, selecting the Automatically submit errors when they occur check box will enable automatic error reporting, while clearing the check box will disable the feature.
Note: When updating the server with automatic error reporting disabled, the Error Submission window will be displayed, thereby providing the opportunity to enable this feature.
When automatic error submission is enabled, error reporting will automatically send an anonymous copy of the STI Error Log Report to STI. This same report can be seen in the software by selecting View | Log Files | Error Report. There is no information connecting the firm to the submission, and the firm will not be contacted as a result of any error report being submitted. The user will see a window that indicates the software encountered a problem and must close. There is a link that the user can click on to display the Fatal Error. In versions of the software before Version 15, the actual fatal error window appeared first. The fatal error window contains additional information for more experienced users and Technical Support representatives.
When automatic error reporting is disabled, when a fatal error occurs, the user will receive a slightly different error window. This window will request that the user submit the error report. There is a link that the user can click on to display the Fatal Error. This window contains a Share the Report button that can be used to submit the STI Error Log Report. Clicking the Close button will close the error window without submitting the report.
All STI Error Log Reports that are submitted are entered into a database that allows Software Technology, Inc. to analyze the data. In the event that one of the Error Logs is unable to be parsed over the Internet, the Error Log will be silently renamed from STERROR.XML to STERROR(x).XML, where (x) is an integer value between 0 and 999. The Log Files that are unable to be parsed will remain in the Current Working Directory of the Tabs3 and PracticeMaster software after being renamed, and the software will not attempt another submission with that file.
The Log File Submission feature lets users submit log files to a Technical Support Representative while on a support call.
To use the Log File Submission feature, select the Help menu option in the program that you are having issues with. From there, select Internet Resources | Submit Log Files. Once selected, the Submit Log Files window will be displayed. The Submit Log Files window will prompt the user for an Incident ID that will be provided by the Technical Support Representative with whom they are speaking. Log Files can only be submitted when the user is on the phone with Technical Support, or the firm is in an ongoing situation that provides them with an Incident ID to use.
Clicking the Advanced button opens an Advanced File Selection window as shown in the following screenshot. This window lists all .LOG and .XML files located in the Current Working Directory, allowing easy selection of which log files to submit. Simply click in the left column next to the log file that you were instructed to submit, and a check mark will be placed there selecting that file. Clicking the OK button at the bottom of the window will return the user to the Submit Log Files window.
Once the Incident ID has been entered into its field, the Send button will become active, and clicking it will submit all files that were selected in the Advanced File Selection window. Shortly after these log files are submitted, the Technical Support representative will be able to look at them for diagnosing the issues that the firm is experiencing. The log files will be retained until the situation has been completely resolved. Firms with ongoing situations may be granted an Incident ID that will be kept active until the ongoing situation is resolved, and the firm may submit log files at any time using that Incident ID. This is the only circumstance where a firm does not need to receive an Incident ID from a Technical Support representative.
THE INFORMATION PROVIDED IN THE SOFTWARE TECHNOLOGY, INC. KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. SOFTWARE TECHNOLOGY, INC. DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.
© 1999-2012 Software Technology, Inc. All rights
reserved. Terms of Use
The maker of Tabs3 and PracticeMaster
Tabs3, PracticeMaster, and the “pinwheel” symbol (
) are registered trademarks of Software Technology, Inc.
e-Mail Suggestions for the Knowledge Base to: kb@Tabs3.com
Technical Support via e-mail is not available.
Knowledge Base: http://support.Tabs3.com
Web Site: http://www.Tabs3.com