How To: Use the Support Archive tool

Relates to Version 3.29.0+

This guide has been created to assist end users in the creation of a Support Archive for technical support staff to review.

Overview:

The Support Archiving Tool is used to gather log files, client databases, screenshots and memory dumps from Data Acquisition and Event Editor that can be used by the Pitram Support or Development teams. On occasion, you may be asked to generate and provide the compressed file to assist with the diagnosis of issues

Steps:

To create the archives, navigate to:

1. Tools menu in Data Acquisition.
2. Launch Support Archiving Tool.

You will be presented with the Pitram Support Archiver screen where you can choose from a number of archival options:
3. Include Screenshot.
4. Client Database.
5. Support Logs by Period selected.
6. Memory Dump for Data Acquisition or Event Editor.

7. Click on start to create the snapshot.
8. Windows explorer will open in the following folder.

9. Send the PitramControlRoom_Snapshot.7z file to Pitram Support for review. You may need to request FTP or OneDrive details if the file is in excess of 10MB. Your technical support specialist can assist if required.

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