Filing a Support Ticket

Version

Which version of Scheer PAS do you have installed? You can see the version you are using in the lower right corner of the Scheer PAS Portal.

• Scheer PAS 20.1.8

• Scheer PAS 21.2.1

If you are using Scheer PAS version 21.2.1, Scheer PAS Designer version 3.2.0 is associated with it.

System

On which system did the error occur? If you are not sure, just send us the URL from the address line of your browser.

• Test

• Productive

Network

• In which network is the application running (routing problems)?

• Have internal infrastructure points (such as firewall, routing, general accessibility, system load, storage space, certificate validity or other known changes in hosting in the immediate past) already been checked?

• If relevant, please supply helpful network information (e.g. contextual network settings for a clustered database setup).

User

Which user was affected by the problem and when? Please send us the respective user name and the time when the error occurred.

Browser

In which browser did the problems occur? If possible, send us also the browser version.

• Chrome Version 79.0.3945.130

• Firefox 60.7.2esr

Operating System

Which operating system do you use on your client device?

• Windows 10

• Ubuntu 18.04.1 LTS

Available Memory

What is the available memory of your operating system?

Component

In which component and in which version did you observe the error?

• Bridge

• Builder

• Analyzer

• …

Problem Description

• Please describe the problem / error as detailed as possible with a step-by-step description.

• Is there a reproducible way to reproduce the problem?

  • If so, it is very helpful to provide exact click paths: Which steps were performed/which buttons were clicked before the error occurred?

  • If possible, please attach screenshots, e.g. of the relevant page with the displayed error messages in the application or developer console. Please make sure that the screenshots show the entire page including the URL.

• Are you still able to login to the respective Scheer PAS component and to navigate within the application?

  • If so, for which action does the error occur (e.g. you cannot open a specific view or a specific model/service/form etc.)

• Add additional information about the problem / error.

  • Did the intended action previously work or was something new attempted (regression error)?

  • Are there any known errors  in other user activities (concurrency problems)?

The problem / error occurs

• always

• sometimes only

System Files

If connections with certain services are known, please attach all relevant log files or Kibana exports to your support request.

Version number of the xUML Runtime

If you do not know your Runtime version number, open the Bridge administration console, go to the Bridge node and look at the Runtime tab (see also Managing a Bridge Node Instance).

• 2022.1 [BASE,SAPNW]

Operating system

Operating system the Bridge is running on (PAS Operating system)

Configuration of the service

The configuration of a service consists of

• xUML Service Settings

• Preferences of an xUML Service

bridgeserver log file 

bridgeserver log file of the day the error occurred

For each day, the Bridge creates a new log file in the following directory: <bridge data directory>\bridge_<name of the service>\logs\bridgeserver_<date>.log

You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).

Problem concerns a specific functionality

If your problem touches specific functionality, please prepare a minimal project that reproduces the problem and attach it to your support request.

We need: the XML model file, the compiled repository, test case(s)

If you cannot reduce your project, send the complete Bridge project including model, compiled repository and test cases.

xUML service does not start

If your PAS installation is managed by Scheer PAS, we only need system and service name. A link is much appriciated.

If you manage your PAS instalaltion yourself, send us the start log of the service.

The Bridge logs startup information to a file in the following directory: <bridge data directory>\bridge_<name of the service>\logs\start.log

You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).

xUML services crashes

If an xUML service crashes, contact our support team and add the following details to your ticket:

• system and service name

• .rep file

• Designer service export

If you can not reproduce the error: 

• If the Java adapter is used in the service, send file<bridge data directory>\bridge_<name of the service>\hs_err_pid<process_number>.log.

• On Windows, enable full user-mode dumps in Windows Error Reporting and install the symbol xUML Runtime packages for the dump file to be created next time the service crashes. You can request the symbol packages from our support.

• On Unix, enable core dumps. You have got two possibilities to do this:

  • Log in as Bridge user and manually start the xUML service using the command: 

    <bridge data directory>/bridge_<name of the service>/bin/start.sh <bridge prog directory>
    

    Enable core dumps on the Bridge by editing file <bridge prog directory>/bin/e2e_console.sh.
    Find the line

    echo ulimit -S -c 0 >> $TOMCAT_SCRIPT
    

    add a #-sign in front of the line (to comment this line out) it and restart the Bridge.

Analyzer version

You can easily find the version number by going to the Help > About menu.

There you can copy the whole version information by clicking Copy to Clipboard.

Builder project

If possible, zip the Builder project folder and send us the whole project this way or send us all involved repositories and all required resources.