Preface

When troubleshooting some LetterMark problems, LetterMark is unable to start and enable its own internal logging functionality before the problem occurs, as such getting useful information about the problem becomes a complex process.

The Process Monitor tool from Microsoft provides additional information which may help resolve the problem. This document briefly describes the process of downloading and using Process Monitor when asked by LetterMark support.

Before starting this process, please contact support and obtain a ticket number. A ticket number is required to submit log files to RTS.

Using Process Monitor

To obtain troubleshooting information, you must run Process Monitor while running Outlook or LetterMark to cause the problem to occur. After the error has occurred you will close Process Monitor, then save its log file and send it to support to be analyzed. It is important to only run Process Monitor while trouble shooting as it will cause significant slowdown of your system in some circumstances and generates large files if left running for long periods.

Downloading Process Monitor

Process Monitor is provided by Microsoft and can be downloaded from the Microsoft web page at http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx. The file download link is towards the bottom of the page, or linked here: Direct Download Link.

The download is a ZIP file which contains the ProcMon.exe which you will run next.

Starting Process Monitor

After downloading the file, open it and run the Procmon.exe which it contains. There is no installation for this application, it will run directly when opened.

At this point, Process Monitor will be logging various activities on your computer, regardless of what applications you use. As such, while Process Monitor is running you should limit your activities to only those required to cause the problem with LetterMark to occur. This will keep the log file smaller, while make analyzing the log file faster and will prevent unexpected information about your computer or activities from being included in the log to protect your privacy.

Leave Process Monitor running and continue to the next step.

Running LetterMark

After Process Monitor has started, run Outlook or the LetterMark configuration tool as directed by support. Once the problem you are experiencing has occurred, make note of the time of your computer. This information is important as it allows us to find the events that led up to the problem you are experiencing.

At this time you should close Outlook and/or LetterMark.

Stopping Process Monitor and saving the log file

As soon as you have triggered the error, switch back to the Process Monitor application and save the log file:

1. Select Save from the File menu
2. In the options dialog that is displayed, select the All Events radio button and Native Process Monitor Format radio button options.
3. Choose a location to save the file. Make sure this location is one that you remember so you can locate the file in the next step.
4. Click OK
5. Close Process Monitor.

Sending the log to RTS

At this point you will email the log file to RTS support. The simplest way to do so is to reply to the RTS support system email message for this ticket and attach the log files to it. If you do not have a message from RTS support to reply to, send a new message to RTS support with the log files attached and a subject line containing the ticket number so that it may be routed properly.

WARNING: The log files generated by Process Monitor can become large very quickly. Log files of several hundred megabytes are common. While RTS support will accept these large log files, you may want to compress them using the ZIP file file format first to cut down on the size and the time it takes to send the message.

More Information

More details about the Microsoft Sysinternals Process Monitor, please see:

http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx

Direct download link:

http://download.sysinternals.com/Files/ProcessMonitor.zip