How to Enable Debug in the Application Server

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September 28, 2017, at 07:03 AM by peterf - Updated screenshot
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-->Attach:upload_diagnostics_file_about_tab.png
September 12, 2017, at 01:58 AM by peterf - Fixed formatting
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-->Attach:download_diagnostics_file.png
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September 12, 2017, at 01:57 AM by peterf - Revised all content, and updated to mention/screenshot new feature in 17.3
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PaperCut has special '''debug options''' which cause PaperCut to produce a detailed text log of activity.  The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems.  Enabling debug logging is only usually required if requested by the PaperCut Support team.

The video below demonstrates how to enable application debug mode and collect logs in
PaperCut
to:
PaperCut NG and PaperCut MF have special debugging options which allow the software to produce a highly detailed text log of application activity. These logs allows support engineers and developers to inspect the internal workings of the '''PaperCut Application Server''', and pinpoint the cause of problems.  Enabling debug logging is only usually required if requested by the PaperCut Support Team, or your PaperCut partner or reseller.

The video below demonstrates how to enable debug mode and collect logs from the '''Application Server''' (note that this video currently reflects the process for versions of
PaperCut NG and PaperCut MF earlier than 17.3):
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!!To enable debug in PaperCut's Application Server:

-->1. Open the Admin interface and login as an admin user.
to:
!!To enable debug in the '''PaperCut Application Server''':

-->1. Open the Admin web interface and login as a user with admin rights.
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-->2. Select the '''Options''' section, then the '''Advanced''' tab.
to:
-->2. Navigate to the '''Options''' tab, then the '''Advanced''' subtab.
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-->3. Turn on the '''''Enable debug mode''''' checkbox, and click '''Apply'''.
to:
-->3. Turn on the '''''Enable debug mode''''' option, and click to '''Apply''' this change at the bottom of the page.
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-->4. Perform the problem action (e.g. Print a few test documents from a network workstation).  Try to select a situation that is likely to ''cause'' the issue being investigated.
to:
-->4. Perform the problem action (e.g. print a few test documents from a network workstation).  Try to select a situation that is likely to ''cause'' the particular issue being investigated.
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** date and time of the print job that demonstrates the problem
** name of any printed documents
** username
** printer name
** the IP address and workstation name of the workstation that sent the job to the printer

-->All of this information will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.

-->6. Wait 5 minutes to ensure log data is fully complete.

!!!PaperCut version 13.2 or later
-->7. Navigate back to the '''Options''' section, then the
'''Advanced''' tab and click the '''''Download Diagnostics File''''' button. Save this file and email to PaperCut Technical Support as requested.
to:

** Date and time of the print job or action that demonstrates the problem
** Name of any printed documents
** Username
** Printer name
** The IP address and workstation name of the workstation that sent the job to the printer

-->All of this information will help our support engineers and developers match up log entries with your testing activities.  Additional information, such as what was observed or what was expected, can also prove very useful.

-->6. Wait five or so minutes, to ensure log data is fully up-to-date with the events of testing.

-->7. If you run PaperCut MF, make sure you
've raised a ticket with your PaperCut partner or reseller; their contact details can be found under the '''Support''' section of the '''About''' tab in the Admin web interface.

-->If you run PaperCut NG, and have not done so already, open a ticket with the PaperCut [[https://support.papercut.com/hc/en-us/requests/new/|Support Team]].

!!!Version 17.3 or Later

-->8. If you run '''''PaperCut MF''''', navigate back to the '''Options''' tab, then the '''Advanced''' subtab, and click to enable the '''Download diagnostics file''' option now found in the '''Diagnostics''' section of the page. Then, click the '''Download Diagnostics File''' button to save a zip archive of debug logging to disk, and provide that resulting file to your PaperCut partner or reseller.

Attach:download_diagnostics_file.png

--> If you run '''''PaperCut NG''''', navigate back to the '''Options''' tab, then the '''Advanced''' subtab, and click to enable the '''Upload diagnostics file to PaperCut Support''' option now found in the '''Diagnostics''' section of the page. Enter the email address you used when opening a ticket with the Support Team, as well as the ticket number you were assigned by email, or otherwise advised of. Finally, click the '''Upload Diagnostic File''' button to complete the process. If you would prefer to download the log files and transfer them to the Support Team later through some other means, simply select the '''Download diagnostics file''' option instead, and then click the '''Download Diagnostics File''' button to save a zip archive of debug logging to disk.

Attach:upload_diagnostics_file.png

!!!Version 13.2 to 17.2
-->8. Navigate back to the '''Options''' tab, then the '''Advanced''' subtab, and click the '''Download diagnostics file''' link now found in the '''Diagnostics''' section of the page, saving a zip archive of debug logging to disk.

--> If you run '''''PaperCut MF''''', send the zip archive to your PaperCut partner or reseller.

--> If you run '''''PaperCut NG''''', send the zip archive to the PaperCut [[https://www.papercut.com/contact/|Support Team]].

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!!!PaperCut version 13.1 or earlier (Legacy)
-->7. Copy the files from the following directory to a temporary location before zipping.  '''(This is important because some ZIP tools will not include the files currently in use.)'''
to:
!!!Version 13.1 or Earlier
-->8. Copy ''all'' the files from the following directory to a temporary location, before then zipping them into an archive.
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-->8. Zip up and email ''all'' files in the copied directory.

->Include an explanation of the steps taken, along with any other other information requested by the PaperCut Developers.

->
'''Note:''' if you need to capture more than 100MB of logs, please refer to this knowledge base [[ChangingApplicationServerLogRotation| here]].

->'''Note:''' if
the files are large, please place in a zip or equivalent archive before sending.
->'''Note:''' if you archive the files, please check the archive before emailing it to see that it contains all the files you intended to send. (We have seen cases of zip files missing some logs
.)

to:
-->'''Please Note:''' Copying the files to another location first is important, as some ZIP tools will not include files currently in use.

--> If you run '''''PaperCut MF
''''', send the zip archive to your PaperCut partner or reseller.

--> If you run '''''PaperCut NG''''', send the zip archive to
the PaperCut [[https://www.papercut.com/contact/|Support Team]].

--> Be sure to include an explanation of the steps taken and tests performed, along with any other other information requested.

-->'''Please Note:''' If you need to capture more than 100 MB of logs, please refer to the [[ChangingApplicationServerLogRotation|Changing Application Server Log Rotation]] Knowledge Base article
.

-->'''Please Note:''' If the collected files are large, request an upload link from the [[https://www.papercut.com/contact/|Support Team]].

-->'''Please Note:''' If you archive the files, please check the archive before emailing it to see that it contains all the files you intended to send. We have seen cases of ZIP files missing some of the total log files generated.

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If you're not able to get into the admin console to enable debug for some reason, and you've been asked to enable debug mode you can do this by performing the following steps:
*Shutdown Application Server service
*Open a command prompt with administrative privileges
*cd to the [[https://www.papercut.com/products/ng/manual/common/topics/tools-db-tools.html|db-tools.exe]] directory and type the following command: @@db-tools.exe  set-config system.enable-debug Y
@@
*Restart the Application server service
.

to:
If you're not able to get into the Admin web interface to enable debug mode due to the issue you are encountering, and you've been asked to do so, you can still achieve this by performing the following steps:
*Shutdown the '''PaperCut Application Server''' service
*Open a Command Prompt on your primary server with administrative privileges
*Use the
@@cd@@ command to change to the [[https://www.papercut.com/products/ng/manual/common/topics/tools-db-tools.html|db-tools.exe]] directory, and then run the following command:

-->@@db-tools.exe  set-config system.enable-debug Y@@

*Restart the '''PaperCut Application Server''' service

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If requested to enable debugging in the PaperCut print provider, see [[HowToEnableDebugInThePrintProvider | here]].
to:

If requested to enable debugging in the PaperCut Print Provider, see [[HowToEnableDebugInThePrintProvider | here]].
June 30, 2017, at 10:54 AM by 90.152.8.32 -
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The video below demonstrates how to enable application debug mode and collect logs
to:
The video below demonstrates how to enable application debug mode and collect logs in PaperCut
June 30, 2017, at 10:54 AM by 90.152.8.32 -
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The video below demonstrates how to enable application debug mode and collect logs

(:youtube W5gj_Al9Nwk:)
May 11, 2017, at 01:02 AM by timg - Added Advanced Tip on Enabling debug when you don't have access to the console
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!!!Advanced Tip:
If you're not able to get into the admin console to enable debug for some reason, and you've been asked to enable debug mode you can do this by performing the following steps:
*Shutdown Application Server service
*Open a command prompt with administrative privileges
*cd to the [[https://www.papercut.com/products/ng/manual/common/topics/tools-db-tools.html|db-tools.exe]] directory and type the following command: @@db-tools.exe  set-config system.enable-debug Y@@
*Restart the Application server service.

March 06, 2017, at 05:32 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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---> https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
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--> https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
March 06, 2017, at 05:31 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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----> https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
to:
---> https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
March 06, 2017, at 05:31 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the '''''Download diagnostics file''''' button and send to support. Save this file and email to PaperCut Technical Support as requested.
to:
-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the '''''Download Diagnostics File''''' button. Save this file and email to PaperCut Technical Support as requested.
March 06, 2017, at 05:29 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the link in '''[@Download diagnostic files@] and send to support'''. Save this file and email to PaperCut Technical Support as requested.
to:
-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the '''''Download diagnostics file''''' button and send to support. Save this file and email to PaperCut Technical Support as requested.
----> https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
March 06, 2017, at 05:26 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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-->3. Turn on the '''Enable debug''' option (a checkbox) and click '''Apply'''.
 
to:
-->3. Turn on the '''''Enable debug mode''''' checkbox, and click '''Apply'''.
---> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
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->'''Note:''' if you need to capture more than 100MB of logs, please refer to this knowledge base [[ChangingApplicationServerLogRotation| here]].
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PaperCut has special '''debug options''' which cause PaperCut to produce a detailed text log of activity.  The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems.  Enabling debug logging is only usually required of requested by the PaperCut Support team.

to:
PaperCut has special '''debug options''' which cause PaperCut to produce a detailed text log of activity.  The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems.  Enabling debug logging is only usually required if requested by the PaperCut Support team.

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** printer-name
** the IP and workstation name of the workstation that sent the job to the printer
to:
** printer name
** the IP address and workstation name of the workstation that sent the job to the printer
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[-keywords: debug logging, debug mode, app server-]
to:
[-keywords: debug logging, debug mode, app server, debugging, ng, mf-]
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-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the [@Download diagnostic files@] and send to support. Save this file and email to support as requested.
to:
-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the link in '''[@Download diagnostic files@] and send to support'''. Save this file and email to PaperCut Technical Support as requested.
Added lines 30-33:
!!!PaperCut version 13.2 or later
-->7. Navigate back to the '''Options''' section, then the '''Advanced''' tab and click the [@Download diagnostic files@] and send to support. Save this file and email to support as requested.

!!!PaperCut version 13.1 or earlier (Legacy)
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''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]
to:
''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]
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-->6. Copy the files from the following directory to a temporary location before zipping.  '''(This is important because some ZIP tools will not include the files currently in use.)'''
to:
-->6. Wait 5 minutes to ensure log data is fully complete.

-->7
. Copy the files from the following directory to a temporary location before zipping.  '''(This is important because some ZIP tools will not include the files currently in use.)'''
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-->7. Zip up and email ''all'' files in the copied directory.

to:
-->8. Zip up and email ''all'' files in the copied directory.

March 18, 2013, at 12:12 AM by matt - ask to copy before zipping.
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# Open the Admin interface and login as an admin user.
to:
-->1. Open the Admin interface and login as an admin user.
Changed line 13 from:
# Select the '''Options''' section, then the '''Advanced''' tab.
to:
-->2. Select the '''Options''' section, then the '''Advanced''' tab.
Changed line 15 from:
# Turn on the '''Enable debug''' option (a checkbox) and click '''Apply'''.
to:
-->3. Turn on the '''Enable debug''' option (a checkbox) and click '''Apply'''.
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# Perform the problem action (e.g. Print a few test documents from a network workstation).  Try to select a situation that is likely to ''cause'' the issue being investigated.

# Record the following information:
to:
-->4. Perform the problem action (e.g. Print a few test documents from a network workstation).  Try to select a situation that is likely to ''cause'' the issue being investigated.

-->5. Record the following information:
Changed lines 26-29 from:
All of this information will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.
 
# Zip up and email ''all'' files
in:
to:
-->All of this information will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.

-->6. Copy the files from the following directory to a temporary location before zipping.  '''(This is important because some ZIP tools will not include the files currently in use.)'''
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-->7. Zip up and email ''all'' files in the copied directory.

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[-keywords: debug logging, debug mode-]
to:
[-keywords: debug logging, debug mode, app server-]
March 29, 2011, at 06:35 AM by peter - Added note on checking zip file contents
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to:
->'''Note:''' if you archive the files, please check the archive before emailing it to see that it contains all the files you intended to send. (We have seen cases of zip files missing some logs.)
Changed lines 5-7 from:
The '''enable debug''' option causes PaperCut to produce a detailed text log of activity.  The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems.  Enabling debugging is only usually required of requested by the PaperCut Support team.

to:
PaperCut has special '''debug options''' which cause PaperCut to produce a detailed text log of activity.  The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems.  Enabling debug logging is only usually required of requested by the PaperCut Support team.

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''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]], [[Category.PaperCutNG|+]]
to:
''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]
October 12, 2010, at 11:55 PM by Tim - Get rid of superfluous required info - had doc-name twice
Deleted line 23:
** document name
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!!To enable debug in PaperCut NG/[=ChargeBack=]'s Application Server:
to:
!!To enable debug in PaperCut's Application Server:
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* date and time of the print job that demonstrates the problem
* name of any printed documents
* username
* printer-name
* document name
* the IP and workstation name of the workstation that sent the job to the printer
to:
** date and time of the print job that demonstrates the problem
** name of any printed documents
** username
** printer-name
** document name
** the IP and workstation name of the workstation that sent the job to the printer
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# Record the following:
-> * date and time of the print job that demonstrates the problem
*-> name of any printed documents
->* username
->* printer-name
->* document name
->* the IP and workstation name of the workstation that sent the job to the printer
to:
# Record the following information:
* date and time of the print job that demonstrates the problem
* name of any printed documents
* username
* printer-name
* document name
* the IP and workstation name of the workstation that sent the job to the printer
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* -> date and time of the print job that demonstrates the problem
->* name of any printed documents
to:
-> * date and time of the print job that demonstrates the problem
*-> name of any printed documents
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->* date and time of the print job that demonstrates the problem
to:
* -> date and time of the print job that demonstrates the problem
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_> * date and time of the print job that demonstrates the problem
_>* name of any printed documents
_>* username
_>* printer-name
_>* document name
_>* the IP and workstation name of the workstation that sent the job to the printer
to:
->* date and time of the print job that demonstrates the problem
->* name of any printed documents
->* username
->* printer-name
->* document name
->* the IP and workstation name of the workstation that sent the job to the printer
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_>* date and time of the print job that demonstrates the problem
to:
_> * date and time of the print job that demonstrates the problem
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>* date and time of the print job that demonstrates the problem
>* name of any printed documents
>* username
>* printer-name
>* document name
>* the IP and workstation name of the workstation that sent the job to the printer
to:
_>* date and time of the print job that demonstrates the problem
_>* name of any printed documents
_>* username
_>* printer-name
_>* document name
_>* the IP and workstation name of the workstation that sent the job to the printer
Changed lines 20-22 from:
* Approximate time of the problem
* and/or the name of any printed documents
 (or the time you performed the test action).  This
will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.
to:
>* date and time of the print job that demonstrates the problem
>* name of any printed documents
>* username
>* printer-name
>* document name
>* the IP and workstation name of the workstation that sent the job to the printer

All of this information
will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.
Changed lines 19-22 from:
# Record the approximate time of the problem and/or the name of any printed documents (or the time you performed the test action).  This will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.
to:
# Record the following:
* Approximate
time of the problem
* and/or the name of any printed documents
(or the time you performed the test action).  This will help the developers match up log entries with your test activity.  Additional information such as what was observed or what was expected would also be useful.
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# Zip up and email all files in:
to:
# Zip up and email ''all'' files in:
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[-keywords: debug logging, debug mode-]
----
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# Print a few test documents from a network workstation, or perform the problem action.  Try to select a situation that is likely to ''cause'' the issue being investigated.
to:
# Perform the problem action (e.g. Print a few test documents from a network workstation).  Try to select a situation that is likely to ''cause'' the issue being investigated.
Changed lines 3-4 from:
''Please also see [[ReportingProblems | +]]''
to:
''Please also see [[ReportingProblems|+]]''
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!!To enable debug in PaperCut NG/[=ChargeBack's=] Application Server:
to:
!!To enable debug in PaperCut NG/[=ChargeBack=]'s Application Server:
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''Categories:'' [[Category.PaperCutNG | +]], [[Category.PaperCutChargeBack | +]], [[Category.Troubleshooting | +]]
to:
''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]], [[Category.PaperCutNG|+]]
Changed lines 1-2 from:
(:title How to Enable Debug in the PaperCut Application Server:)
to:
(:title How to Enable Debug in the Application Server:)
Changed lines 1-2 from:
(:title How to Enable Debug in PaperCut Application Server:)
to:
(:title How to Enable Debug in the PaperCut Application Server:)
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!!To enable debug in PaperCut NG/ChargeBack's Application Server:
to:
!!To enable debug in PaperCut NG/[=ChargeBack's=] Application Server:
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(:title How to Enable Debug in PaperCut NG & ChargeBack :)
to:
(:title How to Enable Debug in PaperCut Application Server:)
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!!To enable debug in PaperCut:
to:
!!To enable debug in PaperCut NG/ChargeBack's Application Server:
Deleted line 29:
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''Categories:'' [[!PaperCutNG]], [[!PaperCutChargeBack]], [[!Troubleshooting]]
to:
----
''Categories:'' [[Category.PaperCutNG | +]], [[Category.PaperCutChargeBack | +]], [[Category.Troubleshooting | +]]

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Article last modified on September 28, 2017, at 07:03 AM
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