Error Handling

Information

• If an error occurs while working with PLANTA project, please proceed as follows:

  • Go to the Known Issues page in the PLANTA Online Help and check whether the occurring error is listed there.

    • If the error is not yet listed, please send us a reproduction description of the error. We will record an SRQ for you which allows you to keep track of the processing status.

      • When reporting the error, please take account of the required information.

    • If the error is listed, please send us a short e-mail referring to the error (without reproduction description), so we can record an SRQ for it as well.

    • If a workaround for the error is described in Known Issues, please carry it out.

Required information

• When did the error first occur?

  • Have there been any changes prior to the occurrence (e.g. in customizing, technology, was a migration carried out, etc.)?

• What type of error is it? Go to the classification of error messages

• What configuration is used, i.a.: which iteration (hotfix), which database type (MSSQL or Oracle)?

  • The best way is to send us a screenshot of the System Information module (CTRL+B), containing all required information.

• Do you use Windows or Linux?

• Is the error reproducible or does it occur sporadically?

  • If the error is reproducible, please send a reproduction description. The following information has to be included:

    • User (e.g. R41)

    • Path, name, and number of the module in which the error occurs (e.g. Multi-Project Management → Multi-Project Management → Resource Overviews)

      • By pressing CTRL+F2 the Module Information module is opened. Here you will find the module ID of the corresponding module.

    • Which steps lead to the occurrence of the error? (e.g. changing to the submodule Budget and Costs by Groups: Connection to server lost)

  • Notes

    • When describing the steps, please state precisely how a certain action was carried out. E.g. whether a new record was inserted via right-click, via the Insert menu, via F4, or by clicking on the green plus in the heading.

    • For error messages, please attach a screenshot of the error message or copy the content of the error message.

      • You can copy the entire message content by activating the message and pressing CTRL+C. You can copy particular text parts of the message by marking them with CTRL+A and then pressing CTRL+C.

      • For screenshots, it is important that the entire text of the error message is visible.

  • If the error is not reproducible, please state as precisely as possible which steps were taken prior to the occurrence of the error.

Note

• Hereinafter you will find a description of the appropriate steps to be taken in case server or client log files are requested by the PLANTA hotline.

Client log

Information

• For the error analysis of the client, the XML protocol must be activated.

Procedure

• In the planta.ini file or

• in the file settings of the client link

  • enter the log parameter with the required values (e.g. log = protocol)

• Restart PLANTA project. As a result, the log directory in which the client log files are saved is created within the client directory (in the example above, the client directory is shown in the Run in field).

  • There are 3 different types of client log files:

    • planta_programmer: This log file is created once and contains technical information relevant for developers.

    • planta_support_yyyy_m_d_hh_mm_ss: Contains various client error and status messages

    • protocol_dump_yyyy_m_d_hh_mm_ss: Contains XML-messages that are sent back and forth between client and server

      • The date or time in the log file name is the start time of the corresponding session.

• Reproduce the error.

  • In order to keep the size of the log file at a minimum and thus facilitate its analysis, please carry out the steps necessary for the reproduction of the error only.

• Send the entire client log directory as a zip archive to PLANTA, specifying the session ID in which the error occurs. The session ID can be found in the System Information module (CTRL+B) in the Session ID data field.

  • Please remember to encrypt the data when sending the log directory to PLANTA, since log files may contain sensitive data.

• Deactivate the log file subsequently.

Server Log

Information

• For server error analysis, session based logging must be activated.

From S 39.5.37

Note

• From version S 39.5.9, two configuration file versions are supplied (logback.xml and logback_debug.xml). In order to activate the creation of a session based log file, you have to adjust the logback parameter in the globals.conf file.

Procedure

• Define the desired file in the logback field.

• Restart PLANTA project.

  • Upon restarting PLANTA project, the log file, or possibly multiple log files, will be saved in the log directory.

• Reproduce the error.

  • In order to keep the size of the log file at a minimum and thus facilitate its analysis, please carry out the steps necessary for the reproduction of the error only.

• Send the entire client log directory to PLANTA, specifying the session ID in which the error occurs. The session ID can be found in the System Information module (CTRL+B) in the Session ID data field.

  • Please remember to encrypt the data when sending the log directory to PLANTA, since log files may contain sensitive data.

• After the logfile has been created, you can change the configuration again if necessary.