Common - Intergraph Smart 3D - Troubleshooting

Intergraph Smart 3D Troubleshooting Reference

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Intergraph Smart 3D
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Troubleshooting
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Troubleshooting
Smart 3D Version
11 (2016)

To troubleshoot the software, several of the software components provide log files that can provide pertinent information about the software. Additionally, the software delivers a variety of utilities as troubleshooting tools. You can locate the various log files by searching the hard drive on your computer with *.log. You can open log files and view their contents using a text editor such as Notepad. Log and error files are saved to your system Temp folder unless you specify another folder.

Log Files

To enable the error log file, use Windows Explorer to navigate to [Product Folder]\Core\Tools\Administrator\Bin and execute EnableErrorLog.exe. This utility allows you to configure the delivery location of the log file, the file name, and four levels of logged information.

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Log Detail

Specifies the error reporting level. The higher the level, the more information is written to the log file. We recommend that you use 1 - Normal at all times. The higher level error reporting (2 - Detailed, 3 - Complete, and 4 - Exhaustive) slows the software performance, and is only necessary if Customer Support requests detailed log information while tracking a problem. Select 0 - Disabled to disable the error log.

Options

Add OS stats (cputime, memory)

Adds your operating system status (such as CPU percentage and memory usage) to each log message. Please note that selecting this option slows down the software performance and likely your entire system's performance. You only need to check this option at the request of Customer Support. It is important to notice that if Smart 3D uses more than 2 GB of memory during execution, the OS stats logged for each error take more than half a second to calculate. We recommend that this option be checked only temporarily as requested by Customer Support while tracking an issue.

Add stack trace to records

Adds the stack of the function registering the error. Please note that this option slows down software performance and likely your entire system's performance.

Preserve User Settings

Saves the Log Detail value and the error log file name for just the active user. If you have administrative privileges, you can clear this option to save the Log Detail value and error log file name for all users on this computer.

Generate new log file name on startup

Creates a new error log file name when you restart the software. If you need to save an existing copy of the log file, you can either check this option or rename the file before starting the software. Clear this option to overwrite the log file each time you start the software.

Launch memory monitor on startup

Check this option to start the Memory Monitor automatically every time Smart 3D starts. You can also select Start Memory Monitor to manually start the Memory Monitor. For more information, see Appendix: S3D Memory Monitor in the Smart 3D Common User's Guide.

Log File

Specifies the path and name of the log file. Alternatively, you can simply specify the folder in which to save the log file. You can use environment variables to specify the file location. For example, you can type "%temp%\Error.log." We recommend that you specify a location where all users have write access; otherwise, problems associated with updating the error log file may prevent users from receiving the correct response. For example, if you set the log to write to UserA's Temp folder, then UserA is the only one who can create or update the log file. Other users (with the exception of an administrator) will not have access to UserA's Temp folder. Likewise, if you configure the software to generate the log file in a folder under the Program Files path, only those users who belong to the Power Users or the Administrator groups will have write access to the log file. Keep disk access privileges in mind when you are configuring the log file.

An error log is always created. If there is not a location specified, the default location is your Temp folder, or %TEMP%, for the process being executed. If the software crashes or completes in another abnormal way, the error log is left on disk to help Customer Support diagnose the problem that occurred. In addition, it is possible that two more files are created: WER_SP3DErrors_<timestamp>.log and S3DHost_<timestamp>.dmp. When contacting Customer Support, please also make these files available as part of your Service Request.

Troubleshooting Tools

You can use tools delivered with the Core to troubleshoot the software. These tools are located in [Product Folder]\Core\Tools\Administrator\Bin.

  • CrashSP3D.exe - Allows you to forcefully crash Smart 3D. This is useful when you want to log a hang, either in a command that never completes or a command that takes a long time to process. It can also be useful when an unexpected error dialog displays and you want to log a Service Request for the issue. In Smart 3D, crash events are recorded in a .dmp file and stored in the specified Temp folder. Along with the .dmp file, copies of the Errorlog and WER_SP3DErrors.log file are also stored in the specified Temp folder, which are all useful in determining the reason for certain problems that occur in the product. CrashSP3D.exe allows you to crash Smart 3D to obtain a copy of the .dmp, Errorlog, and WER_SP3DErrors file for troubleshooting purposes. When activated, CrashSP3D.exe allows you to select which instance of Smart 3D you want to forcefully crash. Contact Customer Support for more information about the options available in this utility and when to use them.

  • EnableErrorLog.exe - See above for more information.

  • IMSRenderFlag.exe - Allows you to troubleshoot video card issues. Contact Customer Support for more information about the options available in this utility and when to use them.

In addition, a tool named AppCheck.exe is available to help troubleshoot. This tool displays the installed version of each component in the software.

For more detailed information about troubleshooting tools delivered with the software, see the Troubleshooting Reference Guide. The guide is available from Help > Printable Guides in the software.