Providing license debug logs on Windows

Matthieu Pupat

Sometimes, Altair Support will ask you to provide debug logs for licensing. This articles gives step by step explanations to provide the required logs on Windows.

1. From your start menu search box, type Environment variables
   
   
2. Pick Edit environment variables for your account from the suggestions.
   
   
   
3. From the top half of the Environment Variables dialog, pick New...
   
   
   
4. In the New User Variable Dialog, enter:
   • ALM_LOG_ENABLED as the Variable name
   • 1 as the Variable value
     
     
     
5. Click on OK
   
   
6. Repeat steps 3 through 5 with:
   • ALM_LOG_LEVEL as the Variable name
   • debug as the Variable value
     
     
     
7. Repeat steps 3 through 5 with:
   • ALM_LOG_FACILITY as the Variable name
   • syslog as the Variable value
     
     
     
8. Make sure you see the following lines in the Environment Variables window:
   
   
   
   
9. Click OK at the bottom of the Environment Variables window
   
   
   
10. Start the application that you cannot get a license for and reproduce the steps where you experience an unexpected behavior.
    
    
11. Start a windows file explorer and type %TEMP% in the address bar, then press Enter
    
    
    
12. In the %TEMP% folder (usually C:\Users\<username>\AppData\Local\Temp) scroll down to find 1 or more files named like ALM_<date>_<time>_pid.log
    
    
    
13. Attached all of those files to your support case
14. After the case if resolved, reopen the Environment variables as described in steps 1 and 2
    
    
15. Select the line ALM_LOG_ENABLED and click Delete:
    
    
    
    
16. Repeat step 15 for ALM_LOG_FACILITY
    
    
    
17. Repeat step 15 for ALM_LOG_LEVEL
    
    
    
18. Make sure that all 3 lines have been removed from the Environment Variables window:
    
    
    
19. Click OK at the bottom of the Environment Variables window