How do I submit a debug log for LetterMark 5?

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Contents

Preface

When troubleshooting problems with the LetterMark 5.x series clients it is generally useful to enable debugging and have it enabled when the problem occurs. By default debugging is not enabled and must be activated in order to generate a debug file which can then be sent to RTS support.

Debugging is not enabled by default as it generates a file which grows over time and can potentially include the data from emails sent. You should never enable debugging unless directed to do so by RTS support, and debugging should always be disabled as soon as possible after the problem has been resolved.

Enable debugging

To enable debugging follow these steps:

Start the LetterMark configuration utility

  1. Close all applications on your PC and disconnect any mobile devices such as mobile phones or PDAs.
  2. Click on the Start Menu
  3. Click on All Programs
  4. Click on the LetterMark program group
  5. Click on Configure LetterMark, this will start the LetterMark configuration utility

Enable debugging

  1. Click the Configure button in the LetterMark configuration utility.
  2. While holding the control key (ctrl) press the D key. This will enable debugging and display the options for configuring debugging.
  3. Ensure the checkbox labeled Enable LetterMark debug logging to file is checked.
  4. Click the Ok button
  5. Close the LetterMark configuration utility
  6. Restart Outlook

From this point on, LetterMark will log information about what it is doing. This information includes what files it uses, when they are loaded, and various bits of information about the system LetterMark is being used on. The debug file may also contain the contents of emails sent while debugging is enabled to facilitate the troubleshooting process.

You should leave debugging Active until the problem has been resolved or you are directed to disable it by RTS support.

Sending the debug file to RTS support

After you have encountered an error with the LetterMark software, you will need to send the debugging output to RTS support. Before sending the file to RTS support, you must have a ticket number to associate the file with, this number will be assigned by RTS support during your initial contact.

Sending the file to RTS support

  1. Reply to any of the emails associated with your RTS support ticket which requires the debug file. If you do not have an email from RTS support with a ticket number, contact RTS support FIRST to open a ticket before sending the file. This will ensure the file is accepted by RTS.


If using LetterMark 5.6 or higher

Start the LetterMark configuration utility

  1. Close all applications on your PC and disconnect any mobile devices such as mobile phones or PDAs.
  2. Click on the Start Menu
  3. Click on All Programs
  4. Click on the LetterMark program group
  5. Click on Configure LetterMark, this will start the LetterMark configuration utility

Send the debug report

  1. Click the Configure button in the LetterMark configuration utility.
  2. Click the button labeled Send Debug file to RTS to display the debug report wizard and follow the instructions provided by the wizard.
  3. Close the LetterMark configuration utility

If using LetterMark 5.4 or lower

Viewing the LetterMark debug file

  1. Close all applications on your PC and disconnect any mobile devices such as mobile phones or PDAs.
  2. Click on the Start Menu
  3. Click on All Programs
  4. Click on the LetterMark program group
  5. Click on Configure LetterMark, this will start the LetterMark configuration utility
  6. Click the Configure button in the LetterMark configuration utility.
  7. Click the Open log file button to display the log file.

Saving the LetterMark debug file

Before the file can be sent to RTS support it will need to be saved and attached to an email message.

  1. While viewing the log file, click the File menu and select Save As
  2. Save the file on your desktop, or another location which you can find it in later.
  3. Close log file display
  4. Close the LetterMark configuration utility
  5. Restart Outlook

Emailing the file to RTS support

  1. Reply to any of the emails associated with your RTS support ticket which requires the debug file. If you do not have an email from RTS support with a ticket number, contact RTS support FIRST to open a ticket before sending the file. This will ensure the file is accepted by RTS.
  2. In the message editor window, click the Insert menu and select File
  3. In the file open dialog which pops up, browse to your desktop and select the LetterMark.dbg file and click Ok
  4. In the email message, please note what time the error occurred. The debug file will contain copious amounts of information from before and after the crash occurred, including the time will help us determine what caused the crash. We may not be able to determine your problem without an accurate time of when the crash occurred.
  5. Add any comments or extra details you have about the error to the message and click send.

Disabling debugging

When your issue has been completed or you have been directed by RTS support, debugging should be disabled. Please use the following steps to disable debugging:

  1. Close all applications on your PC and disconnect any mobile devices such as mobile phones or PDAs.
  2. Click on the Start Menu
  3. Click on All Programs
  4. Click on the LetterMark program group
  5. Click on Configure LetterMark, this will start the LetterMark configuration utility
  6. Click the Configure button in the LetterMark configuration utility.
  7. Ensure that the checkbox is not checked.
  8. Click Ok
  9. Close the LetterMark configuration utility
  10. Restart Outlook if needed.
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