IBM Support

IBM Datacap Mobile Must Gather

Technote (troubleshooting)


Problem(Abstract)

What must be gathered prior to opening a ticket with Datacap mobile for iOS or Android?

Resolving the problem

The wTM IIS server logs.

The catlog feed from the mobile device.

Screenshots of the error.

Steps to reproduce the issue.


A) iOS devices:


1) Collect the client crash dump from the iOS device if the application quits unexpectedly.

a. iOS device type, iOS version. These can be obtained by navigating to Settings->General->About

b. Navigate to Settings -> Privacy->Diagnostics and Usage->Diagnostic and Usage Data. Tap to open IBM Datacap_<Timestamp> file, select all the text, then email the entire content to an IBM support representative.

c. If the crash can be duplicated at will


i. Record the sequence of steps that induced the crash, then send that to us. This can be in the form of a video or a detail list of steps.

ii. Set up wTM tracing (http://www.ibm.com/support/docview.wss?uid=swg21960297)


d. Record the sequence of steps that induced the crash then send that to us.

e. Send us your reproducible application if you cannot reproduce the crash issue with one of IBM’s Out of the Box application such as TravelDocs or APT.

f. Send us the wTM log.


2) Collect the following when the IBM Datacap Mobile application does not work as designed but it does not crash.

b. iOS device type, iOS version.

c. Record the sequence of steps to reproduce the issue then send it to us. This can be in the form of a videos or a detail list of steps.

d. Set up wTM tracing (http://www.ibm.com/support/docview.wss?uid=swg21960297)

e. Send us your reproducible application if you cannot reproduce the crash issue with one of IBM’s Out of the Box application such as TravelDocs or APT.

B) Android devices:


1) Collect the client crash dump from the Android device if the application quits unexpectedly.

a. Android devices, Android version.

b. Collect logcat from the Android device

NOTE: These steps may need to be performed by your IT Administrators.


i. Make sure you have the specific USB drivers installed for the Android devices. For example, below is the link to the Nexus (Google) USB drivers

http://developer.android.com/sdk/win-usb.html

NOTE: You may need to refer to the device’s vendor (eg: Samsung, LG, etc...) website to download the USB drivers if the Google USB driver does not work.

ii. Make sure you have ADB tool installed. Here is the link from Google

http://developer.android.com/tools/help/adb.html

iii. Connect to device using ADB utility then export the logcat

adb logcat -v threadtime -d > logcat.txt
c. If the crash can be duplicated at will

i. Record the sequence of steps that induce the crash then send that to us. This can be in the form of a videos or a detail list of steps.

ii. Set up wTM tracing (http://www.ibm.com/support/docview.wss?uid=swg21960297)


d. Record the sequence of steps that induce the crash then send that to us.

e. Send us your reproducible application if you cannot reproduce the crash issue with one of IBM’s Out of the Box application such as TravelDocs or APT.

f. Send us your wTM log and logcat from step 1b.


2) Collect the following when the IBM Datacap Mobile application does not work as designed but it does not crash.

a. Android devices, Android version.

b. Record the sequence of steps to reproduce the issue then send it to us. This can be in the form of a videos or a detail list of steps.

c. Collect logcat from the Android devices from step 1b above.

d. Set up wTM tracing (http://www.ibm.com/support/docview.wss?uid=swg21960297)

e. Send us your reproducible application if you cannot reproduce the crash issue with one of IBM’s Out of the Box application such as TravelDocs or APT.

f. Send us your wTM log and logcat from step 2c.

Document information

More support for: Datacap Mobile

Software version: Version Independent

Operating system(s): Platform Independent

Reference #: 1962199

Modified date: 07 December 2016


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