System/ProductAtlasModel/ModuleAll

Subject TypeAll

Subject VersionAllAuthor

SVDate16/04/2008
Customer Technical Note – Obtaining Support Logs

1 SummaryThis document will show you what data files are useful for support issues regardingthe atlas and where they can be found.

2 Data Files
2.1 Obtaining Logs From The Atlas Base
1. Make sure the atlas base is switched on and showing the idle screen.

2. Insert the USB key into the atlas base. The USB symbol will appear on theatlas display.

3. Highlight the USB symbol and press the dial to enter the menu.

4. Rotate the dial and select the first item in the menu. Press the dial.

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5. Press the dial again to return to the USB menu. Next select item 3 ‘Copy Sys
Logs.

6. Select item two in the menu and press the dial to safely remove the USB key
from the Atlas base.

2.2 Viewing Logs From The Atlas BaseOn the USB Key, there will now be a folder/directory called ‘Logs’. This folder iscreated by the atlas base when the above exercises is carried out. If there is alreadya folder called ‘Logs’, the atlas base will put the put the logs into folders with timeand date stamps as their names.
The date/time stamps areto be read from right to left.
So in the example on theleft, the highlighted folder isthe most recent with adate/time stamp of 15:53 on
the 17th of March 2008.

All log files copied over on to the USB key will have the extension *.log.
The extensions of the following
files need to be renamed for you
to be able to view them correctly.
The *.log extensions for
ATLAS_Data.log andATLAS_System.log needs to bechanged to *.csv. This will allow itto be opened in Microsoft Excelfor viewing.

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The remaining files can be viewed in Microsoft Word and contains detailed
information about the atlas base operating system and any connected hardware.
•For Syrris to form a detailed picture of an atlas base’s performance andfunctionality, all files need to be emailed to Syrris Support.

•The combined file size of these files may be too big to attach to a single email.
To send these files to Syrris
Support, zip them up before
emailing. If you are unsure about
how to do this, contact
Support@Syrris.com and further
information will be provided.

2.3 Obtaining Logs From The Atlas Software
The experiment file and the data file from Atlas software can provide a wealth ofinformation during a support issue. A lot of software support issues can usually be
traced down to user error (Incorrect apparatus setup or incorrect recipe). But when
the issue is more serious in nature, additional log files can help Syrris Support
quickly diagnose and troubleshoot a problem.
Basic
In the atlas software, simply opening the experiment file will not only load theapparatus setup but the recipe being used as well.
1. Start the atlas software and open the experiment file in question
2. Examine all connected hardware and port allocations (another common usererror).
3. Check for hardware that is present in the apparatus screen but not used in therecipe.
4. Check the recipe. Make sure that there is nothing wrong with the recipe (setpoints, hardware being used, etc).
Intermediate
The ‘Analysis’ section of the Atlas software can also be very useful in diagnosing anissue. It combines the information from and experiment file with a data file to show
you clearly why something has gone wrong.
1. Click on the ‘Analysis’ Tab in the atlas software and click thelocated to the top right of the window.

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buttonPage

2. Click on the buttons withthree dots (shown in thepicture on the right) toselect the data file and theexperiment file to load.
Note: In the open dialoguebox, be mindful of thedirectory you are viewing.
I.E. When you open theexperiment file, the atlas
software may start bylooking in the ‘Logs’ folder.
You may need to navigate to the ‘Experiments’ folder.
3. Depending on how large the data files are, the atlas software will load therelevant data. Be patient and it will load.
4. Once loaded, the Analysis window will behave much like the ‘Run’ window
allowing you to drag and drop sensor data.

The loaded data will also display the ‘Reaction Log’. Any error messages andreasons for recipe termination will be in here with a data/time stamp that can becorrelated to specific steps in a recipe.

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Advanced
By switching on certain features in the Atlas software ‘Admin’ section, additionallog files will be created during an experiment that provided a deeper level ofinformation.
1. In the ‘Admin’ section of the Atlas software, selectof the list of the left.

at the bottom

2. In the ‘Folder Settings’ tab, make sure the ‘Enable extra debugging
logging’ box is ticked.
Ideally, this box is ticked by
the person carrying out theinstallation and the path isset to a separate folder thatcan be called ‘Debug Logs’.
Enabling this function does
not effect the visual andactual performance of theatlas software.

3. Enabling this feature will
create a file called AtlasLog.xlog (default location is the ‘Logs’ folder). This
file can provide the Syrris software team with information about the atlas
software stability.
4. In the ‘User Preferences’ tab, tick the box marked ‘Display low levelcommunications with devices’.

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Activating this function will bring up a window automatically whenever a recipeis run. This window shows the low-level comms taking place between theatlas software and the hardware. Although it doesn’t effect any function of theatlas software, it must remain open. It can be minimised but please do NOT
close this window. Again, ideally, this would be activated when the system isinstalled, but it depends on whether the customer minds the Comms logging
window.

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6 of 7Page5. Once these features
have been activated, two
additional file will be
generated whilst running arecipe. Email these files
along with the experimentand data files to
Support@Syrris.com forfurther analysis.

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