December 4, 2012

Help Us Help You With Your TestTrack Issues

Community
Get TestTrack HelpTrish, one of our technical support specialists, spends a lot of time helping customers troubleshoot their TestTrack issues. Not that TestTrack has a lot of problems, but with such a large install base and configurable product, issues are bound to come up. So, she decided to put together some general guidelines about the information you can provide when contacting support for help with TestTrack. As you probably know, Test Track is a client/server application that allows you to configure projects to fit your needs. You can configure your workflow, security groups, custom fields, automation rules, etc., all on a per project basis. TestTrack can be accessed be accessed through a web browser or through the TestTrack Client. Both the TestTrack Server and TestTrack Client support multiple operating systems and database formats. Because of all this flexibility,  we will often ask you for quite a bit of information when you report a problem. This helps us narrow down the problem and determine the cause and best way to resolve it. I know that these requests can sometimes seem overwhelming but I assure you that we are just trying to get to the root of the problem and would not be asking for the information if we didn’t think it would help. When emailing support for help, please provide detailed information about the problem. Providing a click-by-click description of the steps you performed leading up to the problem, with any screenshots you can capture and error messages that are returned, will help us determine the problem more quickly.  I am also providing below a list of information and logs would also be helpful:
  • When did the problem start occurring? For example, after an upgrade from version XXXX to version XXXX? After a power failure, machine crash, etc.?
  • What operating system is the TestTrack Server installed on? Is it a 32 or 64-bit operating system?
  • What operating system is the TestTrack Client installed on? Is it a 32 or 64-bit operating system?
  • If your users are accessing TestTrack through a web browser, what browser are they using and what version is it?  What web server and version do you have the TestTrack web components installed on?
  • Are you using the 32-bit TestTrack Server or the 64-bit TestTrack Server?
  • Is the problem occurring for multiple users? Are all the users experiencing the problem in the same security group?
  • What database format is your TestTrack Server installed in? If you are not sure, log into the TestTrack Admin Utility and select Server Options. Highlight Server Database and it will display the database type being used.
  • What database format is your TestTrack Project installed in? If you are not sure, log into the TestTrack Admin Utility and select Projects. RDBMS or TestTrack Native will be displayed in the Type column for each project. If it an RDBMS project, go to Server Options and select RDBMS connections to see the type of RDBMS database that is being used.
The following logs will also assist us in determining the problem: 1. The Startup.log file, found in the TestTrack Server Installation directory. The default location on Windows is C:Program FilesSeapineTestTrack. If you are on Unix or Linux, Startup.log is located in /var/logs 2. The TestTrack Server log file. To get this file, log into the TestTrack Server Admin Utility,  click Server Log, and export the entire log file. To ensure that the maximum amount of detail is being written to your logs, I recommend you configure your logging options in the TestTrack Server Admin Utility like this: TestTrack Server Log                     While we realize this is quite a bit of information for you to gather, providing as much of it as possible will help us quickly troubleshoot your TestTrack issue.