Saving Application Information for Technical Support
You can save all document, stylesheet, environment, and application information necessary to reproduce a problem. This information helps PTC Technical Support diagnose any problems you may be having.
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If your concern is related to printing or publishing, set the PUBTEX_FORCE_LOG environment variable to yes to force the creation of an error log for formatting errors. |
To save application information:
1. Open the document instance that is of concern and reproduce the situation where the problem occurred.
2. Choose > to open the Save Application dialog box.
3. Accept the default location for the Application save directory is acceptable, or provide a different one.
4. If your document type is in the Arbortext-path\doctypes directory, check the box for Copy document type to include it.
If you are using an application, check the box for Copy all applications to include it.
5. When you click OK, a response panel will display the document name and the location of the appsave directory.
Select View log to review the appsave log. If you do not wish to view the log, choose Close. The log is available in the appsave directory and you can access it at later time.
The log contains the following types of information:
◦ Document information: document path, type, identifier, DTD
◦ Publishing information: stylesheets set for individual output types, print engine specification
◦ Environment information: product and components, install information, session details, startup files, cache data
◦ Application information: installed applications, Java and JVM installation, catalog paths, configuration files
6. Send the entire appsave directory to PTC Technical Support.
Zip the directory and attach the compressed files to your case data that you file on the PTC support web site (
support.ptc.com).
