IBM Support

Collecting data for Line Data or AFP document display problems in the OnDemand Client

Question & Answer


Question

How do I collect data for Line Data or AFP document display problems in the OnDemand Client?

Answer

Gathering this information before contacting IBM Support will help speed the troubleshooting process. IBM Support does not provide font or code page customization. If customization is required, contact your IBM Services Representative.
If you have already contacted IBM Support, begin with the steps below to collect data for display problems in the OnDemand Client. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting data for display problems in the OnDemand Client
  1. Provide a screenshot outlining the display problem.
     
  2. Provide the Windows® locale setting. In a command line window, send the output from running the chcp command.
     
  3. Package and compress your OnDemand Client Font and Locale directories. By default, the OnDemand Clients installation directory is located in the C:\Program Files (x86)\IBM\OnDemand Clients\V10.1 or V10.5 or C:\Program Files\IBM\OnDemand Clients\V10.1 or V10.5.
  4. If the display problem involves AFP data, collect the following:
    1. The ftdport2.ini file. By default, this file is located in the OnDemand Clients installation directory.
    2. An AFP Viewer trace. Instructions to enable AFP Viewer tracing can be found in the Related information section.
    3. Verify that the display problem can be recreated in the stand-alone AFP Workbench viewer. (C:\Program Files (x86)\IBM\OnDemand Clients\V10.1\bin\ftdwinvw.exe).
    4. Provide related AFP resources necessary for printing to an IPDS printer.
       
  5. Export sample document data for IBM Support to recreate the issue.
     
  6. Supply background information to assist in understanding your issue.
    1. OnDemand Client version.
    2. Windows version.
    3. Does the problem occur for all users?
    4. Does the issue happen intermittently?
       
  7. Send the following files to IBM Support:
    1. Screenshot of display problem
    2. chcp command output
    3. Font and Locale directories
    4. ftdport2.ini file
    5. AFP Viewer trace
    6. Sample recreate data
    7. Background information

What to do next
Once you have collected the preceding information, submit the diagnostic information to IBM Support. See Exchanging information with Content Manager OnDemand Support.

[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"ARM Category":[{"code":"a8m0z0000001gP1AAI","label":"technote"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"10.1.0;and future releases"},{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSB2EG","label":"Content Manager OnDemand for i"},"ARM Category":[{"code":"a8m0z0000001gP1AAI","label":"technote"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"},{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSQHWE","label":"Content Manager OnDemand for z\/OS"},"ARM Category":[{"code":"a8m0z0000001gP1AAI","label":"technote"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"10.1.0;and future releases"}]

Document Information

Modified date:
15 March 2022

UID

swg21439122

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