Support/submitting files for technical support

When you contact Support with a technical issue, you may need to provide information from your system for analysis by the support team. Below are instructions for providing the following items that may be requested by the Support Team. All files should be e-mailed to support@edge-technologies.com.

Version Number

For any technical issue, please always provide all of the following information to the Technical Support team:

• AppBoard Version Number Files
  • To find your enPortal version number, look in the file [Installation_Home]/server/webapps/enportal/WEB-INF/version
  • To find your AppBoard version number, look in the file [Installation_Home]/server/webapps/enportal/WEB-INF/apb-version
• Operating System of Server where AppBoard is installed
• End-user's Flash Player Version (if relevant)*

Stacks XML

The Stacks XML file contains all of the client-side system configurations created by the AppBoard builder. If Support requests your Stacks XML, please send the following file:

[Installation_Home]/server/webapps/enportal/WEB-INF/xmlroot/appboard/config/stacks.xml

Log Files

If Support requests your system log files, please zip, tar, or jar all of the files in the following directory and send to the Technical Support team:

[Installation_Home]/server/logs/

Adapter Settings

If Support requests your adapter settings, please do the following:

1. Launch AppBoard Builder
2. On the "Configuration and Users" screen, click the "Backup" Button
3. Zip, tar, or jar all of the files in the following directory and send to the Technical Support team:
   • [Installation_Home]/server/webapps/enportal/WEB-INF/xmlroot/appboard/adapters-bk/

AppBoard Archive

The AppBoard Archive contains all of the Adapter Settings, plus additional system configuration data. If Support requests your adapter archive, please do the following:

1. Launch AppBoard Builder
2. On the "System Administration" screen, click the "Backup" Button
3. Send the following file to the Technical Support team:
   • [Installation_Home]/server/webapps/enportal/WEB-INF/appboard-archive.jar

The adapter archive may include data files. Please delete any files from the archive that may contain sensitive data. Also, please check the archive to make sure it is not larger than the maximum file size permitted by your e-mail provider. In any event, Edge Support can not receive any e-mail attachments larger than 25 MB