Locating OpenFlows product error log file

Product(s): WaterGEMS, HAMMER, WaterCAD, SewerGEMS, SewerCAD, StormCAD, CivilStorm, PondPack
Version(s): 08.11.XX.XX, 10.XX.XX.XX
Area:  Other

Problem

How do I locate error log files for the hydraulics and hydrology products?

Background

The error log files contain a record of all the errors that take place while the application is operating.

For information on generating log files for installation or SCADAConnect, use the links in the "See Also" section below.

Solution

The location and name depends on the version you're using. Note that you may need to enable viewing of hidden/system files/folders, or you may not be able to navigate to these folders in File Explorer.

CONNECT Edition 10.01.00.72 and greater (starts with CONNECT Edition Update 1 release of the Water products)

C:\Users\<Username>\AppData\Local\Bentley\<Application Name>\10\<productname>.csv  (For example WaterGEMS.csv)

CONNECT Edition (10.00.00.XX)

C:\Users\<Username>\AppData\Local\Bentley\<Application Name>\10\<productname>.log  (For example WaterGEMS.log)

V8i and V8 XM (08.XX.XX.XX)

C:\Users\<Username>\AppData\Local\Bentley\<Application Name>\8\Haestad.<productname>.log  (For example Haestad.WaterGEMS.log)


In order to send the file to technical support please first compress the log in a zip file. Starting with the CONNECT Edition Update 1 release, you can also go to File > Save to Package, and choose to include the error log file.

Increasing Error Log Detail

In some challenging situations, the error log file may not provide adequate information.

By default, the product will store a reasonable amount of debug information in the error log file, such that it does not negatively impact performance or generate too large of a file. If the error log file does not include enough information to troubleshoot the issue in question, the debug level can be increased to generate more information in the log, which could be helpful for troubleshooting.

First, locate the .exe.config file for the product in question. This depends on whether you're using the 32 or 64-bit version of that product. First, confirm this "bitness" by going to Help > About inside the program; you will see "64-bit" next to the version/date in the lower-left corner if you're using the 64-bit version.

The 64-bit version will be located in the "x64" subfolder within the main product installation folder. Using WaterGEMS as an example, the default location for 64-bit is C:\Program Files (x86)\Bentley\WaterGEMS\x64

The 32-bit version will be located in the root of the installation folder. Again using WaterGEMS an example, the default 32-bit location is C:\Program Files (x86)\Bentley\WaterGEMS\

The file you're looking for begins with the product name and ends with .exe.config. So, using WaterGEMS as an example, the file would be WaterGEMS.exe.config.


Note: if you're using WaterGEMS, SewerGEMS or HAMMER for ArcMap (ArcGIS integrated mode), these changes need to be made to the arcmap.exe.config file, located in the "bin" folder of your ArcMap installation. The default location is: C:\Program Files (x86)\ArcGIS\Desktop10.X\bin


Next, open the config file in a text editor such as Wordpad or Notepad. Add the following highlighted text in the correct location (just before the last line in the file) and save the file. You can copy and paste the text from here.

<?xml version="1.0" encoding="utf-8"?>
<configuration>
<startup useLegacyV2RuntimeActivationPolicy="true">
  <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.0"/>
</startup>
<runtime>
  <assemblyBinding xmlns="urn:schemas-microsoft-com:asm.v1">
   <probing privatePath="SharedAssemblies" />
   <dependentAssembly>
    <assemblyIdentity name="Bentley.License.Library.NET" publicKeyToken="4bf6c96a266e58d4" />
    <bindingRedirect oldVersion="1.0.0.0" newVersion="9.0.0.39" />
   </dependentAssembly>
  </assemblyBinding>
</runtime>
<system.diagnostics>
  <switches>
   <!-- off=0, Release=1, Debug=2, Debug1=3, Debug2=4 -->
   <add name="TraceLibrary" value="2"/>
  </switches>
</system.diagnostics>
</configuration>

 

If you are not comfortable with making these changes yourself, you can download a copy here (be sure to log in first or the link will not work). Extract the file corresponding to your product, to the installation folder (see note about 32 vs 64-bit folder above.)

Note: the default trace level is "1". The above example sets it to "2". You can increase to 3 or 4 to provide even more information. However, for performance reasons, you may want to reset this back to "1" when done.

Memory Dump File

In extreme cases if there is inadequate diagnostic information in the standard error log file, technical support may need to obtain a memory dump. This is a file containing the state of your memory when the error occurred. With the error message still open, 

1) Run Windows Task Manager (press Ctrl-Shift-Esc or right click in the bar at the bottom of the screen and select “Start Task Manager”)

2) In Task Manager, go to the Processes tab and right-click on the crashed process, such as watergems.exe

3) Select Create Dump File

4) Locate the file and compress it into a zip file before sending to technical support.

See Also

"... Stopped Working" error when opening product

Generating a log file for installation problem troubleshooting

How to obtain log information for SCADAConnect

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