Creating a Diagnostic File

To simplify retrieval of information for problem resolution, a GDF (Get Diagnostics File) .zip file can be created rather than gathering the files individually. The GDF feature is available with RPSW 2.3 or RSM 2.1 and higher. If running an earlier version of RPSW or RSM, the files must be gathered manually.

A GDF file is a zipped file that contains the following:

•Windows System and Application Event logs (*.evt)

•Dr. Watson log file (drwtsn32.log)

•NCR registry key (HKLM\SOFTWARE\NCR)

•OLEforRetail key (HKLM\SOFTWARE\OLEforRetail)

•NCR configuration files

•NCR log files

•RSM license files (RSM\Website\XML\*.dat)

•RSM local databases

•Other files used for investigating problems

Warning: When a problem occurs, the files should be retrieved immediately.

If the NCRLoader service is restarted or the system is rebooted, new log files are created and the old files are renamed to *.bak and older *.bak files are lost. This problem also occurs when a log file reaches its maximum size. If the log files are not retrieved immediately when the problem occurs, information about the problem may be lost.

To create a GDF file, follow these steps:

1.Select the system from which the information is to be retrieved (for managed systems).

2.Select AdministrationàDataCapture.

3.Select Create Diagnostic File. The system displays the Get Diagnostic File window.

4.Select from the options, and then select OK. The system launches a utility to create the GDF file on the system where the information is to be gathered.

An Alert window is displayed after the GDF file is created.

The file name is of the following form so that creating a file does not overwrite the files previously created:

<product>_<date>_<time>.zip

Example:  RSM_20060810_133314.zip

For RPSW 2.x and 3.x releases, the GDF file created is stored in C:\Program Files\NCR\RSM\Diags on the system where the information is gathered.

For RPSW 4.0 and up, the path for the diagnostic files is at %ALLUSERSPROFILE%\Application Data\NCR\RSM\Diags. The %ALLUSERSPROFILE% variable is an environment variable that points to different locations depending on the operating system.

Note:  Prior to RSM Release 3.0.3, there was no file retrieval, so to get the file from a remote system using an older version of RSM, you must manually retrieve it. With RSM 3.0.3 and up, you can use the RSM file retrieval feature to move files from RSM LE to RSM SE or RSM EE. For more information, refer to the NCR Retail Systems Manager Software User’s Guide (B005–0000–1518).

If you cannot use the user interface to create the GDF file, you can create the .zip file from a command prompt. The command file for creating the file from a command prompt is RSMlogs.cmd.

Note:  It is best to run RSMLogs.cmd as an Administrator. If the current logged in user cannot access the registry or Windows event logs, RSMLogs.cmd will not be able to collect some items in the diagnostic file.