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<< Click to Display Table of Contents >> How to contact our support desk |
About FAQ
We have posted a FAQ on our website that lists common problems and questions.
Before contacting our support desk, please check the case studies listed in FAQ.
To view FAQ, please click the link below (opens in a new browser window).
"FAQ"
How to contact our support desk
If the problem cannot be resolved by the troubleshooting steps in "Troubleshooting", please contact our support desk.
When contacting support, please use the email template below as a reference and send us a summary of the information necessary for the investigation.
Please note that if you send a file as an attachment to an email, the file may not be received correctly if it is too large.
【Shipping address】
[Contact email template]
Company name:[ ] Name of person in charge: [ ] Contact TEL:[ ] Product used: [ ] Revision used (e.g. Rev.1): [ ] Your operating system (e.g. Windows10 Pro): [ ]
Please provide specific details such as the date and time of occurrence, the procedure for occurrence, and the situation.
Reproducibility (possible or not): [ ] How to reproduce:
Files that can be sent (Yes or No): ・[ ] A minimal set of reproducible projects ・[ ] Crash dump file ・[ ]Output log ・[ ] System log ・[ ]Windows Event Log
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[Example of contact email]
Company name: [XXXXXX Co., Ltd.] Contact name: [XXXX XXXX] Contact TEL:[000-0000-0000] Product used: [FA-Server 6] Revision used (e.g. Rev.1) :[Rev.2]
Please provide specific details such as the date and time of occurrence, the procedure for occurrence, and the situation. This issue occurred on February 5, 2017. When I tried to display one year's worth of data over a long span on the trend screen, an error occurred. This only occurred when displaying data for February 1, 2017.
Reproducibility (possible or not): [possible] How to reproduce: In the minimum reproducible project, after launching the program, select 0:00 on February 1, 2017 on the trend screen.
Files that can be sent (Yes or No): ・[ Yes ] A minimum reproducible project set ・[ Yes ] Crash dump file ・[ Yes ] Output log ・[ Yes ] System log ・[No ]Windows Event Log
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Below we explain the information we need you to send us and the priority order.If the server is duplicated, please send logs from both the main and sub machines..
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explanation |
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A minimal reproducible project set
Priority: [Most important] |
Please send us a complete set of project files that can reproduce the problem.
By sending us a reproducible project, we will be much more likely to be able to identify the cause of the problem quickly.
Please be sure to delete any information that could identify you, such as your personal information or information specific to your facility, before sending the project. We will not use the project you send for any purpose other than investigating the problem, but we ask that you take this into consideration as a measure to prevent information leaks.
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Crash dump files
Priority: [Important]
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If any Windows crash dump files have been created, please collect and send us the complete set of those files.
If you experience an abnormal termination of our application, sending us a crash dump may help us to resolve the issue more quickly.
This log file will be created in the folder specified by "Crash dump output settings".
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Output Log
Priority: [High]
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The output log is a log that records the operation status of FA-Server and is the information that is displayed in the output view of FA-Server.
This log file will be created in the folder specified by "Output log save settings".
Please focus on collecting and sending information covering approximately two days before and after the problem occurred.
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System Log
Priority: [High]
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The system log is a log that records information about the operating environment of FA-Server. The system log records information such as resource usage (memory usage, page file usage, number of handles, etc.), whether Send mail terminated abnormally, and whether it automatically restarted when it terminated abnormally.
If any log files have been created in the specified folder, please collect and send all of those files.
This log file is created in the following location:
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Collecting Windows event logs
Priority: [Medium] |
The log data of the "Event Viewer," which is a standard feature of Windows, records hardware problems, software driver malfunctions, and other issues.
You can start the Event Viewer in the following ways: 1.From the Windows Start button, select "Run". 2.Enter eventvwr.
The event log contains useful information, particularly when investigating whether or not there are any hardware problems such as network failures or hard disk malfunctions. Please save the following event log as data and send it to us by email or other means.
•"Windows Logs" - "System" logs •"Windows Logs" - "Application" Logs
To save the log data, you can use the "Save As" menu in the Event Viewer. For information on how to operate the Windows event log, please refer to the Windows help or the Microsoft website.
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