Issue/Symptom/Question

Where is my Error History file or PTI Error Log File?

Applies To

PENTA for Windows (PfW)

About Penta Information

System Management > Technical support > Error History 

System Management > Technical support > PTI Error Log File

Resolution/Fix/Answer

Depending on the window the error is received, PENTA will log either a record in the Error History or PTI Error Log. When setting up a Support Ticket, please include any record logged in either of these windows.

To retrieve any logged Error History record:

1. Navigate to System Management > Technical support > Error History. 
2. Double click on the Error History window.
   1. The window opens in query mode.
      
3. Add the user ID of the  user who received the error.
4. Click on the "Query" icon.
5. Scroll through to select the date/time when the error happened.
6. Click the Copy to Clipboard button.
7. Paste the error in the Support Ticket.

To retrieve the About Penta information:

1. Select Help / About Penta from the command line.
2. Select Support Information.
3. Select "Copy to Clipboard" .
4. Paste this information in your Support Ticket.

To retrieve the record logged in the PTI Error Log File:

1. Navigate to System Management > Technical support > PTI Error Log File.
2. Double click on the PTI Error Log File window.
   1. A separate window opens using Notepad.
3. Hit Ctrl + End to scroll to the bottom of the file.
   1. The errors are logged by date/time, with the newest date at the bottom of the document.
4. Scroll up to find the user ID, date/time when the error happened.
5. Copy the complete record posted to the file.
6. Paste this information in your Support Ticket.

If there are no records posted to the Error History or PTI Error Log File, please send specifics steps taken before receiving the error.