If you are having a problem with your Webtop browser client and are unsure of the specific component causing your issue, this article applies to you.
1) Create a directory with the naming scheme below:
xxxxx is the PMR number
bbb is the Branch
ccc is the Country code
yyy is a unique name
Create a new folder called 12345.055.000.SupportFiles-4-21-2007 on your desktop
1) Enable client side debugging mode
a. Go to Java Control Panel > Java tab > Java Applet Runtime Settings section > view ... > Java Runtime Parameters:
-Djavaplugin.logging=true -Djavaplugin.trace=true -Dcom.micromuse.ncw.applet.debuglevel=3 -Djavaplugin.outputfiles.overwrite=false -Dtivoli.ncw.applet.debuglevel=5
b. Ensure the following settings are set:
Go to Java Control Panel > Advanced tab > Debugging
Enable tracing check box
Enable logging check box
c. Ensure the Java Console is displayed when a applet is loaded :
Go to Java Control Panel > Advanced tab > Java Console > Show Console
d. Close all opened browsers. (This is required for the above changes to
e. Go to C:\Documents and Settings\<current_windows_user>\Application Data\Sun\Java\Deployment\log directory and delete all the files inside it. (if any)
2) Start replicating the problem
a. Clear the Java cache using the Java control panel found in the system control panel.
b. Open an IE browser.
c. Clear all the browser caches.
d. Now login to TIP.
5. Start replicating the problem.
6. Please indicate the timestamp when the problem takes
place and which user account that logged in -- this is to help us to
look at the correct logs.
7. Once the problem has been replicated, logout from TIP.
3) Collecting the required logs
a. Zip the C:\Documents and Settings\<user>\Application Data\Sun\Java\Deployment\log folder and send to support
4) Prepare the support files for transfer
In this example you would do the following:
In this example you would move the zipped Java log folder into the 12345.055.000.SupportFiles-4-21-2007 folder that was created earlier. Then you would zip the 12345.055.000.SupportFiles-4-21-2007 folder and follow the instructions for submitting data to support.
5) Follow the directions at the link below to submit the files to support
Submit diagnostic MustGather data
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