Which log files are needed when my Hub Server session has failed?

Nico Chart_21517
Nico Chart_21517
Altair Employee
edited January 30 in Altair RapidMiner

When you experience a "session failure" - typically "error 502" - when your Altair Workbench has lost its connection to SLC Hub, then we need to ask you to send us four log files so that we can understand this problem here in Altair customer support. Please can you follow these steps and then email the log files as attachments or visit the Altair Community Portal where you can attach them to the ticket.

(1) Please recreate the problem so that the error messages are freshly added to the log files;

(2) Find and send your SLC workspace log file… From SLC Workbench 'Help' menu > 'Workspace log file'.

(3) Also fresh after the problem has appeared ask your Hub Administrator to log into the SLC Hub portal as HubAdministrator. Under Enterprise > Link Session Manager, locate the failed session that corresponds to the recent session failure. Click on the blue session id link. Download and send the 'stdout', 'stderr', and 'procmon' log files.

p.s. Large files can be sent to us via our secure file transfer site https://ftam1.altair.com/.

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