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‼️Before you ask - please read this

Updated

The document's primary objective is to provide clear instructions to our partners and customers on how to create the necessary log files.

Comprehensive and detailed information can reduce the time needed for analysis by a significant margin. Access to comprehensive data from the outset not only expedites the resolution process but also enhances our ability to respond promptly to inquiries. This efficiency is crucial to maintaining the quality of service that our partners and customers expect from us.

Therefore, we kindly request that you provide as much relevant information as possible when making your initial request. This will help us minimize the need for follow-up questions and requests for additional information, allowing us to address your concerns more swiftly and effectively.

 

Please follow these steps to gather as much information as possible before creating the support ticket

Please prepare a brief summary of the issue you are experiencing, including the steps that led to the error, as well as any error messages that appeared. Also, note whether the problem can be reproduced. Depending on the nature of the issue, please include the following information, if applicable:

  • Provide the name and the version number of the Philips software to which the error refers. Possible Software names are
    • SpeechLive - with additional
      1. Internet browser name and version
      2. Philips Device Connector Chrome extension version
      3. Philips Device Connector native host application version
    • SpeechLive Mobile App - with additional
      1. Android version and phone model
      2. iOS version and phone model
    • SpeechLive Desktop App
    • SpeechExec Basic/Pro or SpeechExec Enterprise
    • Philips Remote Device Manager (PRDM)
    • Philips Device Control Center = Speech Control (PDCC)
    • Philips SDK
  • Provide the name and firmware version of the Philips hardware to which the error refers.
  • Gather info about your current operating system system
  • Provide the timestamp of the issue as accurately as possible.
  • If the issue appears in a virtualized environment please provide details for
    • Virtual Delivery Agent (VDA) name and version
    • Connection Client name and version
    • Philips Client Extensions version

 

How to gather system information

Windows

  • Press Windows Key+R
  • Enter msinfo32.exe and click "OK"
  • Click File -> Save, then enter a name and choose a location for the .nfo file.

macOS

  • On your Mac, choose Apple menu  -> System Settings, then click General  in the sidebar. (You may need to scroll down.)
  • Click About, then click System Report.
  • Choose File -> Save, then enter a name and choose a location for the report.

 

Log files

After installation, all Philips applications are configured with a basic log level, and logs are saved to the default location. If an issue can be reproduced, we recommend increasing the log level to its maximum setting and actively reproducing the error.

 

Setting the log levels

SpeechLive Desktop App

Change the "Log level" within the App or manual update the %APPDATA%\Philips SpeechLive\log.config.json and set the required/requested value for "FileLogLevel"

warn = Low
verbose = Medium
debug = High

SpeechExec Basic/Pro/Enterprise

Ensure the application is closed and locate the installation folder (standard is %PROGRAMFILES(X86)%\Philips Speech\SpeechExec...Dictate/Transcribe) in File Explorer. First create a backup of "SpeechExecLog.config" so you can restore the default settings easily. Now launch/run "SpeechExecLogTool.exe" as Administrator and configure logging as required/requested.

Philips Remote Device Manager (PRDM)

To enable more detailed logging, under the following registry keys for the corresponding application, create a string value named „LogLevel”:

[HKEY_LOCAL_MACHINE\Software\Philips Speech\Remote Device Manager\Server]
[HKEY_LOCAL_MACHINE\Software\Philips Speech\Remote Device Manager\UpdaterClient]
[HKEY_LOCAL_MACHINE\Software\Philips Speech\Remote Device Manager\ManagementConsole]

On 64 bit Windows, please use “Software\Wow6432Node\” instead of “Software\”.

Enter one of the following values:

ERROR: only errors are logged, this is the default
WARN: errors and warnings are logged
INFO: errors, warning, and information messages are logged
DEBUG: everything is logged

Philips Device Control Center = Speech Control (PDCC)

Open Philips Speech Control, select the "Troubleshooter" Tab and click "Logging". In the pop-up window select the required/requested level and click "OK". You can also access the folder where logs are captured by clicking "Open"

Philips SDK and Client Extensions

Launch/run the "PSPLOGConfigTool.exe", included in all SDK and Client extension packages, as Administrator to configure the parts and required/requested levels that should be logged.

SpeechLive & DMO

Zip all files located under C:\Windows\System32\config\systemprofile\AppData\Local\Philips Speech\DMOManagement and attach the file to your ticket.

macOS: DPMConnect and SpeechControl

Ensure the application is closed and open the relevant info.plist using Finder.

Add the following key at the end of the keys list, before </dict>
<key>PSPLogLevel</key>
<integer>4</integer>

Launch the relevant software and reproduce the error.

Close the App and collect the logs from Library folder

Set LogLevel Back to Error (= value 0)

 

Default log file locations

SpeechLive

SpeechLive does not do any logging on local machines but account admins can download logs (activities for the last days) from "History" located in "Administration" tab. Affected users can do some browser logging following this article.

SpeechLive Desktop App

Logs are captured per default in %APPDATA%\Philips SpeechLive\logs

SpeechExec Basic/Pro/Enterprise

Logs are captured per default in %SPEXECAPPDATA%Logging\%EXEFILENAME%.log, but you can change the location within the Log Configuration Tool.

Philips Remote Device Manager (PRDM)

The Management Console and the Updater Client save the log files per default to %LOCALAPPDATA%\Remote Device Manager

The Server saves the log files per default (in case it is running under the default Local System account) depending on the OS version to

%WINDIR%\System32\config\systemprofile\AppData\Local\Remote Device Manager
%WINDIR%\SysWoW64\config\systemprofile\AppData\Local\Remote Device Manager

Philips Device Control Center = Speech Control (PDCC)

Logs are captured per default in %LOCALAPPDATA%\Philips Device Control Center\Log and can also be accessed via the application.

Philips SDK and Client Extensions

Log path will be configured using the "PSPLOGConfigTool.exe"

SpeechLive & DMO

Logs of the DMO Management Service are captured per default in C:\Windows\System32\config\systemprofile\AppData\Local\Philips Speech\DMOManagement\Logs

macOS: DPMConnect and SpeechControl

Logs are captured in the Library folder

 

Please don’t forget to reset the log level from
DEBUG to ERROR
after troubleshooting.

 

If you feel that any information has been overlooked or omitted from this content, please let us know. We value your input and are committed to including all the necessary information. Your feedback is vital in helping us to improve and provide a more comprehensive experience. Please don't hesitate to contact us. We are here to assist you in any way we can.

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