Summary

A general methodology for investigating issues with Tachyon, as well as identifying key issues and their resolutions.

For known issues relating to specific components please refer to their troubleshooting pages:

1E Support contact details

Support Web portal

Maintenance support customers can log onto the 1E Support Web Portal at http://1eportal.force.com using their login details provided with their maintenance contract. This provides issue tracking, product hotfixes and knowledge base articles related to each product.

Telephone support

Maintenance support customers can contact the technical support department at 1E through the following support numbers for the US and UK. Just phone the relevant number for your area so your call can be routed quickly and efficiently to the correct support group:

US: 1-866-349-4032

UK: 0208 326 3499

Email support

Maintenance customers can use the following email for additional support:

support@1e.com

On this page:

The technical support process

  1. Read through the Troubleshooting pages to see if there are known issues, or quick resolutions to any problems you may have encountered. 
  2. Maintenance support customers can use the 1E Support Web Portal to review knowledge base articles and download hotfixes. 
  3. If still encountering problems, create a technical report (log files and details) and then contact the 1E technical support team.

Creating a technical report

If possible, please obtain the following details and log files before contacting 1E, to include in your technical report.

Version details

  • The OS, version number and patch level for:

    • Tachyon Servers

    • 1E Client

    • Configuration Manager - if used

    • Other 1E Server software, for example Shopping, Nightwatchman and WakeUp

  • For Nomad and Shopping, please provide OS, version number and patch level for:
    • Configuration Manager DPs
    • Nomad extensions used on Configuration Manager Consoles
    • ActiveEfficiency Server

Environmental details

  • If there were any recent changes made to your configuration
  • The name of the machines, Configuration Manager Application and/or Package IDs for when the issue occurred

Problem details

  • When did the issue occur, ensure log files cover this period
  • The scope of the issue – did it affect a particular geographical location, group of users or client machines
  • Details of any self-help troubleshooting steps you carried out
  • In the event of a service crash or if you are experiencing high CPU or memory usage, provide us with the dump file, event viewer logs, traces. We will provide you with FTP details to upload these files.


Log files 

Below is a summary, please refer to the Log files page for more details.

Tachyon Setup log files

Tachyon Setup creates a Setup log file for itself and an Install log for each of the components (if used) in the same folder as itself:

  • AEInstall.log
  • BIInstall.log
  • CatalogInstall.log
  • SLAInstall.log
  • Tachyon.Setup.log
  • TachyonInstall.log

Tachyon Server log files

For any issue, please provide a zip containing log files from the following locations:

  • %ALLUSERSPROFILE%\1E\Catalog\*.log
  • %ALLUSERSPROFILE%\1E\Platform Consumers\*.log
  • %ALLUSERSPROFILE%\1E\SLA Platform\*.log
  • %ALLUSERSPROFILE%\1E\Tachyon\*.log

If you are having licensing issues, please include:

  • %ALLUSERSPROFILE%\1E\Licensing\*

1E Client log files

1E Client log

The 1E Client log is shared by:

  • 1E Client
  • Tachyon client features
  • Shopping client module (only available on Windows OS)

1E Client logs on Windows

%ALLUSERSPROFILE%\1E\Client\1E.Client.log (used by 1E Client and Tachyon features, and Shopping client)

%ALLUSERSPROFILE%\1E\Client\NomadBranchUninstall-YYYY_MM_HHTMM_HH_SS_000Z.log

1E Client logs on macOS

/Library/Logs/1E.Client.Daemon.log (shows any service start errors)

/Library/Logs/1E.Client.log (shows the current operation of the 1E Client)

1E Client logs on other non-Windows platforms

/var/log/1E/Client/1E.Client.log

Nomad client log

%ALLUSERSPROFILE%\1E\NomadBranch\LogFiles\NomadBranch.log

WakeUp client log

%ALLUSERSPROFILE%\1E\Agent\WakeUpAgt.log

Shopping WSA client log

%ALLUSERSPROFILE%\1E\Client\WSA.log

By default, Windows resolves %ALLUSERSPROFILE% as C:\ProgramData\