Which Logs to Provide When Submitting a Ticket

There are various logging mechanisms in SharePoint and available for web applications that can help in debugging a particular issue. In general, we request any or all of the following logs. By submitting these along with your initial support request, we will be able to address your issue even faster.

  • SharePoint ULS Logs: SharePoint has a robust logging mechanism called the Unified Logging Service. Logs are stored on each server in your SharePoint farm in the 14 Root under the LOGS folder (the 12 Root in SharePoint 2007 Farms). The path to the LOGS folder in the14 Root  is C:\Program Files\Common Files\Microsoft Shared\Web Server Extensions\14\LOGS. ULS logs will contain information about issues with the server-side bits of Vizit, other SharePoint products, and SharePoint in general. Follow these steps to capture a ULS log of your issue:
    1. Reproduce your issue. This will ensure that the most recently written logs will contain any information about the problem.
    2. Submit the most recent log files. Navigate to the LOGS folder and, using the last modified dates listed in your Windows Explorer, find the most recently created logs. Attach the two most recently created log files to your ticket.  If you have more than one server in your farm, make sure to retrieve the log files from the web front end that was used by the client for the requests.
    3. Log files will be in the format: servername-YYYYMMDD-TTTT.log.  If you do not see any log files, please click here for directions on how to enable ULS logging on your server.
  • Fiddler Logs: Fiddler is a tool that can be downloaded from http://www.fiddler2.com/fiddler2/. Fiddler must be run on the client machine where you can reproduce the issue with a browser like Internet Explorer. For FireFox users, there is a tool called FireBug which has similar functionality for capturing HTTP traffic. Fiddler will capture all communication between the browser in the SharePoint Web Front End and will provide us with information about any issues with that communication as well as some issues that may have occurred on the server. Follow these steps to capture a Fiddler log:
    1. Download and install Fiddler. It can be found at http://www.fiddler2.com/fiddler2/.
    2. Clear your browser cache. Your browser caches files that do not change between releases. By clearing your cache before capturing a Fiddler log, we will be able to see if all the appropriate files are being loaded for Vizit to work properly.
    3. Close all browser windows.  Fiddler acts as a proxy to your browser.  So, having browsers already open when beginning your capture may miss important information needed to troubleshoot your issue.  If your SharePoint is using HTTPS, read more about capturing that traffic here: http://www.fiddler2.com/Fiddler/help/httpsdecryption.asp
    4. Run Fiddler and reproduce the problem. Run Fiddler on the client machine then open an Internet Explorer browser window.  Reproduce the problem with Fiddler capturing HTTP(S) traffic in the background.
    5. Save your log. In Fiddler, click File > Save > All Sessions... Place the file where you'll remember to find it (your Desktop is a good place to start).
    6. Attach it to your ticket. Attach the resulting SAZ file to your ticket.
  • IE Developer Tools Console Information: Internet Explorer Developer Tools is built right into IE 8 and 9. Among being able to allow you to traverse the HTML structure of a web page and debug JavaScript, it also has a console window that shows detailed information about JavaScript errors that occur on the page. For FireFox users, there is a tool called FireBug that, in addition to capturing HTTP traffic like Fiddler, also provides all the capabilities of the IE Debugger Tools. If you see a yellow JavaScript error icon in the lower left hand corner of your browser window, follow these steps to get more information:

    1. Open IE Developer Tools. With your browser open to the page that displayed the issue, press the F12 key on your keyboard. This will launch IE Developer Tools.  
    2. Script > Console. Choose the Script tab from the top of the window and note the Console section on the right.
    3. Reload and reproduce. Reload the browser window where the issue occurred and, with the Console open, reproduce the issue. Copy any errors you see in the Console pane into your support ticket. 
    Other valuable information can be captured using IE Developer Tools when client-side errors occur such as the Call Stack. This will provide us with detailed information about where in the code something could be failing. Follow these steps to capture a Call Stack using IE Developer Tools:
    1. Open IE Developer Tools. Use the same process described above for launching the IE Developer Tools in Internet Explorer.
    2. Reload and Start Debugging. In the Script tab, click the Start Debugging button. The page may automatically reload, but if it does not, reload the browser window where the issue occurred.
    3. Grab the Stack. Follow any necessary steps to reproduce the issue. Now, in addition to any errors appearing in the Console pane, the code will stop at the point of the failure. When this happens, switch from the Console to the Call Stack pan. Take a screenshot and attach it to your support ticket.
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