Using the Snapshots to Gather Information from PaperCut NG and PaperCut MF

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September 28, 2017, at 07:08 AM by peterf - Updated screenshot
Changed line 28 from:
----> Attach:upload_diagnostics_file.png
to:
----> Attach:upload_diagnostics_file_about_tab.png
Changed line 42 from:
Under extremely rare circumstances wherein the system may be unresponsive via the Admin web interface as well, there is an external setup which may be used to monitor and obtain a '''Snapshot''' of the application's state. Reach out to your support contact for direction if your installation of is displaying this behavior, as there are several troubleshooting steps that should typically be performed before undertaking the setup of this alternative method of '''Snapshot''' recording. If you're running PaperCut MF, your PaperCut partner or reseller's contact details can be found under the '''Support''' section of the '''About''' tab in the Admin web interface. If you're running PaperCut NG, touch base with the [[https://www.papercut.com/contact/|PaperCut Support Team] directly!
to:
Under extremely rare circumstances wherein the system may be unresponsive via the Admin web interface as well, there is an external setup which may be used to monitor and obtain a '''Snapshot''' of the application's state. Reach out to your support contact for direction if your installation of is displaying this behavior, as there are several troubleshooting steps that should typically be performed before undertaking the setup of this alternative method of '''Snapshot''' recording. If you're running PaperCut MF, your PaperCut partner or reseller's contact details can be found under the '''Support''' section of the '''About''' tab in the Admin web interface. If you're running PaperCut NG, touch base with the [[https://www.papercut.com/contact/|PaperCut Support Team]] directly!
September 12, 2017, at 01:51 AM by peterf - Revised content, and updated to mention/screenshot new feature in 17.3
Changed lines 1-4 from:
(:title Using the Snapshot button to gather information from Papercut:)


There are rare occasions where PaperCut may not behave as expected
or stop responding in such a way that the actual problem is not written to the debug logs. During these rare occasions support may ask you to take a '''''Snapshot''''' and send it to us. The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.    During the dump PaperCut will save the state of all open threads or program calls.
to:
(:title Using the Snapshots to Gather Information from PaperCut NG and PaperCut MF:)

There are rare occasions where PaperCut NG
or PaperCut MF may behave incorrectly or stop responding in such a way that the actual problem is not recorded to our debug logs. On these rare occasions, you may be asked to take a '''Snapshot''' and send it to a support engineer. The '''Snapshot''' feature allows us to save the complete current state of the application into the log files, even when it appears to be unresponsive. To be specific, this process can record the state of all open threads or program calls, as well as the state of all system memory presently allocated to the application.
Changed lines 5-6 from:
*'''To take a thread or a memory snapshot:'''
--->1. Click the '''''Show advanced diagnostic options''''' link, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
*'''To take a Thread or Memory Snapshot:'''

--->1. Click the '''''Show advanced diagnostic options''''' link, found in the @@Options -> Advanced -> Diagnostics@@ section of the Admin web interface
Changed lines 11-12 from:
--->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button
to:
--->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, as requested
Changed lines 16-17 from:
*'''To send Thread Snapshots taken to Support:'''
--->1. Check the '''''Enable debug mode''''' checkbox, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
*'''To send Thread Snapshots taken to your support contact:'''

--->1. Click the '''''Enable debug mode''''' option, found in the @@Options -> Advanced -> Diagnostics@@ section of the Admin web interface
Changed lines 22-23 from:
--->2. Click the '''''Download Diagnostics File''''' button
----> https://www
.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
to:
--->2. If you're running PaperCut MF and have opened a support ticket with your PaperCut partner or reseller, or would simply prefer to download the '''Thread Snapshot''' for later transfer to a support contact, enable the '''''Download diagnostics file''''' option instead, and then click the '''''Download Diagnostics File''''' button.

---> Attach:download_diagnostics_file
.png

---> If you're running PaperCut NG and have already [[https:
//support.papercut.com/hc/en-us/requests/new/|opened a support ticket]] with the PaperCut Support Team, enable the '''''Upload diagnostics file to PaperCut Support''''' option, enter the email address associated with your ticket and the ticket number you have been advised of (either by email or other means), and then click the '''''Upload Diagnostics File''''' button.

----> Attach:upload_diagnostics_file.png

Changed lines 32-42 from:
*'''To send Memory Snapshots taken to Support:'''

--->1. Take a copy of the memory snapshot from the server.  Located in @@[papercut-dir]/server/logs/memory-snapshots/memory-snapshot.zip@@

--->2. Send
the memory-snapshot.zip to support at the location they request

--->3. Delete the @@[papercut-dir]/server/logs/memory-snapshots/memory-snapshot.zip@@ file from the server. 



Under extremely rare occasions where
the system may be unresponsive at the webpage as well, there is an external set-up which may be used to monitor and obtain a Snapshot of PaperCut’s state. Please [[https://www.papercut.com/contact/ | contact support]] for direction if your installation of PaperCut is displaying this behaviour, as there are several basic troubleshooting steps that can be taken, before requiring this snapshot method to be set-up.
to:
*'''To send Memory Snapshots taken to your support contact:'''

--->1. Take a copy of the memory snapshot from the server.  These can be found in the following location on your primary '''Application Server''':

--->@@[app-path]\server\logs\memory-snapshots\memory-snapshot.zip@@

--->2. Transfer
the [@memory-snapshot.zip@] file to your support contact using the upload link they provide you with

--->3. Delete the @@[app
-path]\server\logs\memory-snapshots\memory-snapshot.zip@@ file from the '''Application Server'''

Under extremely rare circumstances wherein the system may be unresponsive via the Admin web interface as well, there is an external setup which may be used to monitor and obtain a '''Snapshot''' of the application's state. Reach out to your support contact for direction if your installation of is displaying this behavior, as there are several troubleshooting steps that should typically be performed before undertaking the setup of this alternative method of '''Snapshot''' recording
. If you're running PaperCut MF, your PaperCut partner or reseller's contact details can be found under the '''Support''' section of the '''About''' tab in the Admin web interface. If you're running PaperCut NG, touch base with the [[https://www.papercut.com/contact/|PaperCut Support Team] directly!
March 16, 2017, at 05:09 AM by matt - separate instructions for memory snapshots.
Changed line 14 from:
*'''To send snapshots taken to Support:'''
to:
*'''To send Thread Snapshots taken to Support:'''
Added lines 21-31:

*'''To send Memory Snapshots taken to Support:'''

--->1. Take a copy of the memory snapshot from the server.  Located in @@[papercut-dir]/server/logs/memory-snapshots/memory-snapshot.zip@@

--->2. Send the memory-snapshot.zip to support at the location they request

--->3. Delete the @@[papercut-dir]/server/logs/memory-snapshots/memory-snapshot.zip@@ file from the server.


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
Changed line 18 from:
--->2. Click the '''''Download diagnostics file''''' button
to:
--->2. Click the '''''Download Diagnostics File''''' button
March 06, 2017, at 05:21 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
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to:
----
Deleted line 11:
Deleted line 19:
March 06, 2017, at 05:20 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 8-9 from:
----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
to:
---> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
Deleted line 12:
Changed lines 17-18 from:
----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
to:
---> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
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----
March 06, 2017, at 05:19 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 7-13 from:
--->1. Click the '''''Show advanced diagnostic options''''' link
-----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png

--->2. Click
the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
-
----> https://www.papercut.com/kb/uploads/Main/1%20save%20snapshot.png

to:
--->1. Click the '''''Show advanced diagnostic options''''' link, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png

--->2. Click the
'''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button
----> https://www.papercut.com/kb/uploads/Main/1%20save%20snapshot.png

Changed lines 17-19 from:
--->1. Check the '''''Enable debug mode''''' checkbox
-----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
to:
--->1. Check the '''''Enable debug mode''''' checkbox, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
Changed line 21 from:
-----> 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 05:17 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 8-9 from:
https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
to:
-----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
Changed lines 11-12 from:
https://www.papercut.com/kb/uploads/Main/1%20save%20snapshot.png
to:
-----> https://www.papercut.com/kb/uploads/Main/1%20save%20snapshot.png


----

Changed lines 18-19 from:
https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
to:
-----> https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
Changed lines 21-22 from:
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 05:15 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 7 from:
->1. Click the '''''Show advanced diagnostic options''''' link
to:
--->1. Click the '''''Show advanced diagnostic options''''' link
Changed lines 9-10 from:

->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
--->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
Deleted line 14:
Deleted line 16:
March 06, 2017, at 05:14 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 6 from:
*To take a thread or a memory snapshot:
to:
*'''To take a thread or a memory snapshot:'''
Changed lines 13-14 from:
*To send snapshots taken to Support:
->1. Check the '''''Enable debug mode''''' checkbox
to:
*'''To send snapshots taken to Support:'''
--
->1. Check the '''''Enable debug mode''''' checkbox
Changed line 17 from:
->2. Click the '''''Download diagnostic file''''' button
to:
--->2. Click the '''''Download diagnostics file''''' button
March 06, 2017, at 05:12 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 6-7 from:
** !!!To take a thread or a memory snapshot:
-->1. Click the '''''Show advanced diagnostic options''''' link
to:
*To take a thread or a memory snapshot:
->1. Click the '''''Show advanced diagnostic options''''' link
Changed line 10 from:
-->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
Changed lines 13-14 from:
** !!!To send snapshots taken to Support:
-->1. Check the '''''Enable debug mode''''' checkbox
to:
*To send snapshots taken to Support:
->1. Check the '''''Enable debug mode''''' checkbox
Changed line 17 from:
-->2. clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
->2. Click the '''''Download diagnostic file''''' button
March 06, 2017, at 05:11 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 6-7 from:
!!!To take a thread or a memory snapshot:
Click the '''''Show advanced diagnostic options''''' link
to:
** !!!To take a thread or a memory snapshot:
-->1. Click the '''''Show advanced diagnostic options''''' link
Changed line 10 from:
Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
-->2. Click the '''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
Changed lines 13-16 from:
!!!To send snapshots taken:
Once a snapshot has been performed it can be sent to Support by checking the '''''Enable debug mode''''' checkbox and clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png

to:
** !!!To send snapshots taken to Support:
-->1. Check the '''''Enable debug mode''''' checkbox
Added lines 16-18:

-->2. clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
March 06, 2017, at 05:05 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Added lines 7-9:
Click the '''''Show advanced diagnostic options''''' link
https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png

March 06, 2017, at 05:02 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 11 from:
Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
Once a snapshot has been performed it can be sent to Support by checking the '''''Enable debug mode''''' checkbox and clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
Changed line 14 from:
[[Attach:3 diagnostics options.png]]
to:
https://www.papercut.com/kb/uploads/Main/3%20diagnostics%20options.png
March 06, 2017, at 04:58 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 14 from:
[[File:3 diagnostics options.png|thumb|Caption for the image]]
to:
[[Attach:3 diagnostics options.png]]
March 06, 2017, at 04:58 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 14 from:
attach:3 diagnostics options.png
to:
[[File:3 diagnostics options.png|thumb|Caption for the image]]
March 06, 2017, at 04:57 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Added lines 13-14:

attach:3 diagnostics options.png
March 06, 2017, at 04:53 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Deleted line 7:
Changed lines 11-12 from:
Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic file''''' button.
to:
Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic file''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
March 06, 2017, at 04:52 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 4-8 from:
There are rare occasions where PaperCut may not behave as expected or stop responding in such a way that the actual problem is not written to the debug logs.

During
these rare occasions support may ask you to take a '''''Snapshot''''' and send it to us.

The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.    During the dump PaperCut will save the state of all open threads or program calls.
to:
There are rare occasions where PaperCut may not behave as expected or stop responding in such a way that the actual problem is not written to the debug logs. During these rare occasions support may ask you to take a '''''Snapshot''''' and send it to us. The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.    During the dump PaperCut will save the state of all open threads or program calls.
March 06, 2017, at 04:49 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 18 from:
Attach:2 download diagnostics file.png
to:
https://www.papercut.com/kb/uploads/Main/2%20download%20diagnostics%20file.png
March 06, 2017, at 04:43 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 04:43 AM by Shilpa Shankar -
Changed line 13 from:
[[File:1 save snapshot.png|thumb|Save Snapshot]]
to:
https://www.papercut.com/kb/uploads/Main/1%20save%20snapshot.png
March 06, 2017, at 04:35 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 13 from:
[[Attach:1 save snapshot.png]]
to:
[[File:1 save snapshot.png|thumb|Save Snapshot]]
March 06, 2017, at 04:33 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 13 from:
[[File:1 save snapshot.png|thumb]]
to:
[[Attach:1 save snapshot.png]]
March 06, 2017, at 04:28 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 13 from:
Attach:1 save snapshot.png
to:
[[File:1 save snapshot.png|thumb]]
March 06, 2017, at 04:25 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 13-14 from:
%center%Attach:1 save snapshot.png%center%\\\
to:
Attach:1 save snapshot.png
Changed lines 18-22 from:
%center%Attach:2 download diagnostics file.png%center%\\\

Under extremely rare occasions where the system may be unresponsive at the webpage as well, there is an external set-up which may be used to monitor and obtain a Snapshot of PaperCut’s state.

Please [[https://www.papercut.com/contact/ | contact support]] for direction if your installation of PaperCut is displaying this behaviour, as there are several basic troubleshooting steps that can be taken, before requiring this snapshot method to be set-up.
to:
Attach:2 download diagnostics file.png

Under extremely rare occasions where the system may be unresponsive at the webpage as well, there is an external set-up which may be used to monitor and obtain a Snapshot of PaperCut’s state. Please [[https://www.papercut.com/contact/ | contact support]] for direction if your installation of PaperCut is displaying this behaviour, as there are several basic troubleshooting steps that can be taken, before requiring this snapshot method to be set-up.
March 06, 2017, at 04:21 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 04:21 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 04:16 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 6 from:
During these rare occasions support may ask you to take a '''''“Snapshot”''''' and send it to us.
to:
During these rare occasions support may ask you to take a '''''Snapshot''''' and send it to us.
March 06, 2017, at 04:08 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed line 10 from:
!!!To take a thread snapshot or a memory snapshot:
to:
!!!To take a thread or a memory snapshot:
March 06, 2017, at 04:06 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 10-14 from:
!!!To take a thread snapshot:
Click the '''''Save Thread Snapshot
''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section

!!!To take a memory snapshot:
Click the
'''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
to:
!!!To take a thread snapshot or a memory snapshot:
Click the
'''''Save Thread Snapshot''''' button or the  '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section
March 06, 2017, at 04:04 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 04:01 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 03:57 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Deleted lines 10-11:

Deleted lines 12-15:

%center%Attach:Snapshot.jpg%center%\\\

Deleted line 13:
Changed lines 16-18 from:

%center%Attach:Snapshot.jpg%center%\\\
to:
%center%Attach:1 save snapshot.png%center%\\\
Deleted line 18:
Added line 21:
%center%Attach:2 download diagnostics file.png%center%\\\
March 06, 2017, at 03:48 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
March 06, 2017, at 03:48 AM by Shilpa Shankar - PC-10653 updates: Allow memory dumps to be taken without external tools + small UI improvements
Changed lines 10-15 from:
!!!To take a snapshot:


Click the '''''Save Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section

to:
!!!To take a thread snapshot:


Click the '''''Save Thread Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section

Changed lines 19-28 from:
Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic files''''' link.
to:
!!!To take a memory snapshot:

Click the '''''Save Memory Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section


%center%Attach:Snapshot.jpg%center%\\\

!!!To send snapshots taken:

Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic file''''' button
.
December 09, 2014, at 04:44 AM by Shane Higgins -
Added line 21:
December 09, 2014, at 04:43 AM by Shane Higgins -
Changed lines 8-9 from:
The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.  During the dump PaperCut will save the state of all open threads or program calls.
to:
The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.    During the dump PaperCut will save the state of all open threads or program calls.
December 09, 2014, at 04:43 AM by Shane Higgins -
December 09, 2014, at 04:42 AM by Shane Higgins -
Added lines 1-26:
(:title Using the Snapshot button to gather information from Papercut:)


There are rare occasions where PaperCut may not behave as expected or stop responding in such a way that the actual problem is not written to the debug logs.

During these rare occasions support may ask you to take a '''''“Snapshot”''''' and send it to us.

The Snapshot feature, allows us to save the current state of PaperCut into the log files, even when it appears not to be responding.  During the dump PaperCut will save the state of all open threads or program calls.

!!!To take a snapshot:


Click the '''''Save Snapshot''''' button, found in the @@Options -> Advanced Tab -> Diagnostic@@ section


%center%Attach:Snapshot.jpg%center%\\\


Once a snapshot has been performed it can be sent to Support by clicking the '''''Download diagnostic files''''' link.

Under extremely rare occasions where the system may be unresponsive at the webpage as well, there is an external set-up which may be used to monitor and obtain a Snapshot of PaperCut’s state.

Please [[https://www.papercut.com/contact/ | contact support]] for direction if your installation of PaperCut is displaying this behaviour, as there are several basic troubleshooting steps that can be taken, before requiring this snapshot method to be set-up.

----
''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]

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Article last modified on September 28, 2017, at 07:08 AM
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