Your results may or may not have been written to your database, so check your work order results to verify. Unfortunately, if they did not they are not retrievable. This can be exceptionally frustrating, especially after a long procedure run. Data collection is very important to help identify and fix the issue.
Here is a list of information we need from you to help us prevent these catastrophic occurrences.
1) First and foremost we will need the exact version of MET/TEAM and MET/CAL you are running. In MET/TEAM, look under help and about and take a screen shot. In MET/CAL go to the "hamburger" icon in the upper right hand corner of your Runtime window.
2) Computer operating system. If you don't know, you can find the answer by looking at your "system" information. Go to start and type in "system" You can do a quick screen capture to provide this information.
If you are outside the US, it is a good idea to provide this information as well.
Environmental (Language, numeric format (decimal character and thousands separator), Time Zone)
3) Are you using a secured connection ( HTTPS) or standard (HTTP)?
if you are using a secured connection, we'll need the TLS settings located here:
4) What Version of SQL Server you are running and the operating system of the server ( not required if you are on a stand-alone installation)
5) How you have the server configured (for example: Do you have multiple servers, one for the database, one for the METTEAM website and application used for IIS)
6) Login type: Do you use a user login or for MET/TEAM and MET/CAL or do you use windows authentication and log in automatically?
7) How do you have your MET/CAL Workstation configured? If you are running at least version 10 of Runtime, you can capture issues in a detailed log file:
setting the log file to "Detailed" will give the support group more information on the nature of the crash and setting a relatively short duration of Log File age will ensure your %temp%\fluke directory does not grow too large. Please note however that setting the logging level to "detailed" may have an affect on the speed of the procedure run, especially on a very long procedure.
8) If you are running version 10.2 and later, go back to the "hamburger" icon in Runtime and get the support files:
For earlier versions get your MET/TEAM LOG file from the server. (found in C:\inetpub\wwwroot\METTEAM\Logs) and find the one for the crash date.
9) Regardless of the version you are running, include all METCAL related log files from both %temp% root and %temp% \fluke from the workstation
10) If a specific PXE seems to cause the crash, send us a copy of the pxe file.
11) Be as descriptive as possible when you send the files and request for help to support. Let us know the approximate time of day it happened, where in the procedure it occurred (crashed on start or middle or end) and tell us if the results did or did not get written to the database.
12) Finally if you have a hard crash that does not result in any error messages, please send your Windows Event Viewer. To do so, follow these steps:
- Open Event Viewer. Type Event Viewer in Windows Search.
- On the left side, navigate to Event Viewer > Windows Logs > Application.
- Right-click on the Application and select Save All Events As.
- Name the file and click Save.
- Select Display information for these languages and then English.
- Click OK.
Send all of the files and screen shots at one time to firstname.lastname@example.org
Following these guidelines will help us identify the issue more quickly and thoroughly.
Note: For MET/CAL software users running 10.2 and above please see this information and potential solution:
Please contact email@example.com for any additional assistance