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❗ Before you ask - please read this

Peter Rittau
Updated

The main purpose of this document is to inform our partners and customers how to generate required log files and remind them of the current SPS support structure.

As you may know - more detailed information shortens the analysis process and decreases resolution and answer time.

So please send us as much information as possible at the initial request to minimize additional information requests.

How to create log files?

MSInfo32.exe

Mac System Information

SpeechExec: SE, SEP, SEE

Backend Server

Enterprise License Server

Workflow Manager

Philips Remote Device Manager: PRDM

Philips Device Control Center: PDCC

SWSDK: DPMCtrl, SpMikeCtrl

Human Interface Device USB: PSPUSBLB

PSPDispatcher: WTS, Citrix, VMWare

MobileServer: Action Log, User Log

SpeechLive

Mac OS X: DPMConnect, SpeechControl

Mac OS X: SpeechExec for Mac


Please don't hesitate to contact us if you think anything is missing here.


Use following guide to prepare required information for creating a ticket:

  • Step by step description of the issue

  • OS version

  • Philips software version

  • Device name + FW version

  • If virtualization is involved (WTS/Citrix/VMWare):

    • OS versions (Client/Target)

    • extensions version

    • PSPDistpacher.log

  • The exact time when the error occurred and the corresponding Windows Event Logs
    (Windows 10 -> right-click Start Button and select "Event Viewer"; expand Windows Logs, right-click on "Applications" and select "Save All Events As ..." - do the same for "System")

  • If the error is reproducable (or not): create the log files always in DEBUG mode + screenshot

  • MSInfo32

  • If the issue is related to a dictation: the dictation file

  • If Dragon Naturally Speaking is in use: the DNS version + the dictation(s) + .rtf + DNS user profile + DNS log file

  • If a remote session was made: the video of this remote session

Log File Creation

SpeechExec: SE, SEP, SEE

Setting Debug Mode

  • Close SpeechExec software

  • Locate the installation folder of SpeechExec Pro/Enterprise Dictate/Transcribe Typically: C:\Program Files (x86)\Philips Speech\SpeechExec Pro/Enterprise Dictate/Transcribe

  • Launch SpeechExecLogTool.exe

  • In the box for 'Select application'...make sure SEPDict/Trans is shown/selected. For debugging we will only work with the components within the 'SpeechExec components' TAB

  • Set the 'log level' of each listed component from 'Error' to 'Debug'. You do this by hovering over each edit box where a drop-list button will appear

  • Once all components have been set to 'Debug' click 'Apply'...you receive a warning that no SpeechExec Application should be running before you click 'OK'...click 'OK'. In a few seconds the logging tool has prepared the system to debug the application.

  • Click 'Close' on the tool

  • Edit the file SpeechExecLog.config (with Notepad)
    SE and SEP: Change the MaximumFileSize value from "10MB" to "999MB" and save the changes
    SEE: Change the MaximumFileSize value from "100MB" to "999MB" and save the changes *** 

Run SpeechExec until you receive the error message or reproduce the reported issue; then close the application.


Collect the resulting log files:

  • Locate the 'Logging' folder. The log file location is typically C:\Users\AppData\Roaming\Philips Speech\SpeechExec\Logging (click Start or go to the Windows Search or at the Window’s Address bar, type %appdata% and hit Enter)

  • Compress the 'Logging' ...right-click -> 'send to' -> compressed folder

  • Attach the result 'logging.zip' to the ticket

Turning off 'Debug' mode - please ensure this is done, as otherwise the application will run more slowly.

  • Locate the installation folder of SpeechExec Pro/Enterprise Dictate/Transcribe Typically: C:\Program Files (x86)\Philips Speech\SpeechExec Pro/Enterprise Dictate/Transcribe

  • Launch SpeechExecLogTool.exe

  • In the box for 'Select application'...make sure SEPDict/Trans is shown/selected

  • Set the 'log level' of each listed component from 'Debug' to 'Error'. You do this by hovering over each edit box where a drop-list button will appear

  • Once all components have been set to 'Error' click 'Apply'...you receive a warning that no SpeechExec Application should be running before you click 'OK'...click 'OK'

  • Click 'Close' on the tool

*** In SEE, if you’re using the log tool for the first time, after having clicked on 'Apply‘, the MaximumFileSize value changes from “10MB” to “100MB”.

Backend Server

  • Stop the “SpeechExec Backend server” in Services by running services.msc

  • Open the following .config file: C:\Program Files (x86)\Philips Speech\SpeechExec Backend Server\SpeechExecLog.config

  • Edit the SpeechExecLog.config file with Notepad

  • Replace the ERROR value with DEBUG from Edit> Replace… (select Match case)

  • Save the File

  • Start the “SpeechExec Backend server” in Services

  • You can collect the SpeechExecBackEndServer.log from:

    • Win 32bit:
      C:\Windows\System32\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

    • Win 64bit:
      C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

Enterprise License Server

  • Stop the “SpeechExec Enterprise License Server Service” in Services by running services.msc

  • Open the following .config file: C:\Program Files (x86)\Philips Speech\SpeechExec Enterprise License Server\SpeechExecLog.config

  • Edit the SpeechExecLog.config file with Notepad

  • Replace the ERROR value with DEBUG from Edit> Replace… (select Match case)

  • Save the file

  • Start the “SpeechExec Enterprise License Server Service” in Services

  • You can collect the PSP.SpeechExec.Enterprise.LicenseServer.log from:

    • Win 32bit:
      C:\Windows\System32\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

    • Win 64bit:
      C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

Workflow Manager

  • Stop the “SpeechExec Workflow Manager” in Services by running services.msc

  • Open the following .config file: C:\Program Files (x86)\Philips Speech\SpeechExec Workflow Manager\SpeechExecLog.config

  • Edit the SpeechExecLog.config file with Notepad

  • Replace the ERROR value by DEBUG from Edit> Replace… (select Match case)

  • Save teh file

  • Start the “SpeechExec Workflow Manager” in Services

  • You can collect the PSP.SpeechExec.WorkflowManager.log from:

    • Win 32bit:
      C:\Windows\System32\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

    • Win 64bit:
      C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\Philips Speech\SpeechExec\Logging

Philips Remote Device Manager: PRDM

To enable more detailed logging, create a string value named “LogLevel" in following registry keys for the corresponding application:
[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 64bit Windows, please use “Software\Wow6432Node\” instead of “Software\”.

Enter one of the following values (choose DEBUG):
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

The Management Console and the Updater Client save the log files to following path:

  • %localappdata%\Philips Remote Device Manager\UpdaterClient\log
  • %localappdata%\Philips Remote Device Manager\ManagementConsole\log

The server saves the log files to the following path:

  • Win 32bit:
    C:\Windows\System32\config\systemprofile\AppData\Local\Philips Remote Device Manager\Server\log
  • Win 64bit:
    C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Philips Remote Device Manager\Server\log

Philips Device Control Center: PDCC

  • In Troubleshooter, click Logging to set the log level of the application. You have the following options (choose Detailed):

    • Error only
      Info
      Detailed

  • When you change the log level, it immediately applies for the current session.

    To open the log folder in Windows Explorer, click Open (you can also access it manually by opening %localappdata%\Philips Device Control Center\Log).

Note:
Detailed logging may decrease the performance of your computer as it requires considerably more disk space so please revert all settings to default after completing

mceclip0.png

 

SWSDK: DPMCtrl, SpMikeCtrl

  • In the Logging folder \CD_SDK\SDK\Logging, you will find DPMCtrl.ini and SpMikeCtrl.ini.

  • The storage location of the log file can be configured in the DPMCtrl.ini/SpMikeCtrl.ini file (our example uses C:\temp\) - ensure user has read/write access

    The DPMCtrl.ini/SpMikeCtrl.ini file have to be placed next to the DPMCtrl, SpMikeCtrl dll's (the COM Control dll ), which are used by our program or the integrators dll's.

  • Modify the content as follows:

    • DPMCtrl.ini: 

      [LOGInitSettings] 
      Enable=yes
      File=C:\temp\DPMCtrl.log
      MaxLines=100000
      LogParams=no
      LogComments=no
      LogVariables=no
      Timeout=2000
      WrapAtMax=yes
      UseOutputDebug=no
      FilterFunctions=no
      FilterVariables=no
      FilterComments=no

    • SpMikeCtrl.ini:

      [LOGInitSettings]
      Enable=yes
      File=C:\temp\SpMikeCtrl.log
      MaxLines=100000
      LogParams=no
      LogComments=no
      LogVariables=no
      Timeout=2000
      WrapAtMax=yes
      UseOutputDebug=no
      FilterFunctions=no
      FilterVariables=no
      FilterComments=no

  • Connect the Philips device and wait until the connected Philips USB device button presses do no longer arrive in the application. Copy and save the created log file(s).

For SpeechExec SDK:
In the Logging folder, you can use the SpeechExecLogTool.exe file. Please refer to the documentation since the settings are the same.

Note:
The SpeechExecLog.Config file must be placed in the same folder where the integrator application (.exe) is situated and the  output of the logging will also be written to this location.

 

Human Interface Device USB: PSPUSBLB

  • The storage location of the log file can be configured in the pspusblb.ini file (our example uses C:\temp\) - ensure user has read/write access

  • Edit the existing pspusblb.ini file at:

    • Win 32bit:
      C:\Windows\system32\PSPUSBLB.INI

    • Win 64bit:
      C:\Windows\SysWOW64\PSPUSBLB.INI

    • Modify the content as follows:

      [LOGInitSettings]
      Enable=yes
      File=C:\temp\PSPUSBLB.log
      MaxLines=100000
      LogParams=no
      LogComments=no
      LogVariables=no
      Timeout=2000
      WrapAtMax=yes
      UseOutputDebug=no
      FilterFunctions=no
      FilterVariables=no
      FilterComments=no

Connect the Philips device and wait until the connected Philips USB device button presses do no longer arrive in the application. Copy and save the created log file(s).

PSPDispatcher: WTS, Citrix, VMWare

  • The storage location of the log file can be configured in the PSPDispatcher.ini file (our example uses C:\temp\) - ensure user has read/write access

  • Edit the existing PSPDispatcher.ini file at:

    • Win 32bit:
      C:\Windows\system32\PSPDispatcher.INI

    • Win 64bit:
      C:\Windows\SysWOW64\PSPDispatcher.INI

    • Modify the content as follows:

      [LOGInitSettings]
      Enable=yes
      File=C:\temp\PSPDispatcher.log
      MaxLines=100000
      LogParams=yes
      LogComments=yes
      LogVariables=yes
      Timeout=2000
      WrapAtMax=yes
      UseOutputDebug=no
      FilterFunctions=no
      FilterVariables=no
      FilterComments=no

Try to reconnect from the client to the server (virtual machine) and wait till the error occurs.
Copy and save the created log file(s).

MobileServer: Action Log, User Log

Action Log: In MobileServer, on the upper right side, click on “Show Logfile” and it will open the Action Log. Once the log file is open, click on File> Save As … and save it somewhere where you can access it later (necessary for most cases).

mceclip1.png


User Log: select a user from 1- Status Page> 2- User Information by Pin (select a user)> 3- Show log. Once the log file is open, click on File> Save As … and save it somewhere where you can access it later.

mceclip2.png

SpeechLive

Once connected to the SpeechLive as admin, you can download the last activities by using:

  • Workflow> User management> Download last activities, If Simple mode is selected
  • Workflow> Usage overview> Download last activities, If Advanced mode is selected

(you can change your view to different mode form Workflow> Switch administration mode> Switch to "X" mode)

mceclip3.png

After download, you’ll receive a .csv file with all activities information.

mceclip4.png

Mac OS X: DPMConnect, SpeechControl

  • Close DPMConnect/SpeechControl (Quit DPMConnect/SpeechControl)

  • Open the info.plist under:

  • DPMConnect: Finder> Application> DPMConnect. Right click on DPMConnect then Show Package Contents> Contents> info.plist

  • SpeechControl: Finder> Application> SpeechControl. Right click on SpeechControl then Show Package Contents> Contents> info.plist

  • Add the following key at the end of the keys list, before   and as follows (replace 4 by 0 to set the log to ERROR):

mceclip10.png

 

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Re-launch the DPMConnect/SpeechControl in order to reproduce the error
Collect the log files at Library> Application Support>DPMConnect/SpeechControl> Logs

How to access to Library folder? https://support.apple.com/kb/PH18928?locale=en_US&viewlocale=en_US

Mac OS X: SpeechExec for Mac

  • Open “Console” by typing “Console” on “Spotlight Search” or by opening Launchpad> Other> Console

  • In Console, right click on SpeechExec (Under FILES> ~/Library/Logs) and choose “Reveal in Finder”. Once the folder is open, right click on SpeechExec folder and choose “Compress “SpeechExec””.

mceclip6.png

MSInfo32.exe

  • Go to Start> Run > type "msinfo32.exe"

  • Select File> Save

  • Browse to an appropriate location to save the file

  • Type a filename into the appropriate field and ensure the "Save as type" is set to "System Information File (*.NFO)"

  • Click the "Save" button

mceclip7.png 

Mac System Information

  • On the top left side, click on Apple sign> About This Mac

  • Click on “System Report…”

  • On the top, choose File> Save…

  • Name the file as you wish and select the folder you would like to save the system information in “Where” and click on “Save” (in our case, we chose “Desktop”)

  • Click the "Save" button

mceclip8.png

 

Please don’t forget to reset the log level from

DEBUG to ERROR

after troubleshooting.

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