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❗ Before you ask - please read this

Peter Rittau
Updated

 

The primary objective of this document is to provide our partners and customers with clear instructions on how to create the necessary log files. Additionally, it serves as a reminder regarding the existing support structure for SPS. By ensuring that everyone is well-informed, we can work together more effectively to address any issues that may arise.

It is important to recognize that having comprehensive and detailed information can significantly reduce the time needed for analysis. When we have access to thorough data from the outset, it not only accelerates the resolution process but also enhances our ability to provide timely responses to inquiries. This efficiency is crucial in 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. By doing so, you will help us minimize the need for follow-up questions and additional information requests, allowing us to address your concerns more swiftly and effectively.

 

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

SpeechLive + DMO

Mac OS X: DPMConnect, SpeechControl

Mac OS X: SpeechExec for Mac

 

If you feel that there is any information or detail that has been overlooked or is absent from this content, please feel free to reach out to us. We highly value your input and are committed to ensuring that all necessary information is included. Your feedback is essential in helping us improve and provide a more comprehensive experience. Don't hesitate to get in touch with us; we are here to assist you in any way we can.

 

Follow the guide below to gather the necessary information for creating a support ticket:

  • Begin by providing a detailed, step-by-step account of the issue you are experiencing. This should include specific actions you took leading up to the problem, any error messages that appeared, and the context in which the issue arose. The more thorough your description, the easier it will be for the support team to understand and address your concern.
  • Indicate the version of the operating system you are using. This information is crucial as it helps the support team determine if the issue is related to a specific OS version or if it is a more widespread problem affecting multiple versions.
  • Specify the version of the Philips software you have installed. Knowing the exact version can assist in identifying any bugs or compatibility issues that may be present in that particular release.
  • Provide the name of your device along with its firmware version. This information will help the support team ascertain whether the issue is device-specific or if it could be related to the firmware itself.
  • If your setup involves virtualization technologies such as Windows Terminal Services (WTS), Citrix, or VMware, please include the following details:
    • List the operating system versions for both the client and target environments. This is important for troubleshooting issues that may arise due to discrepancies between different OS versions.
    • Include the version of any extensions that are being utilized. Extensions can sometimes introduce their own set of problems, so this information can be key in diagnosing the issue.
    • Attach the PSPDispatcher.log file. This log can provide insights into the operations of the dispatcher and may reveal errors or anomalies that are contributing to the problem.
  • Document the exact time when the error occurred, along with the relevant entries from the Windows Event Logs. For Windows 10, you can access the Event Viewer by right-clicking the Start Button and selecting "Event Viewer." From there, expand the Windows Logs section, right-click on "Applications," and choose "Save All Events As..." to export the logs. Repeat this process for the "System" logs as well. This information can be instrumental in pinpointing the cause of the error.
  • Indicate whether the error is reproducible or not. If it is, ensure that you create the log files while operating in DEBUG mode, and include a screenshot of the error. This additional context can be very helpful for the support team in replicating the issue on their end.
  • Include the MSInfo32 report. This report contains comprehensive information about your system configuration and can be useful for identifying potential conflicts or issues.
  • If the problem is related to dictation, please provide the dictation file. This file may contain specific information that can help the support team understand the nature of the issue.
  • In instances where Dragon Naturally Speaking is being utilized, please provide the version of DNS, along with the dictation files, any .rtf files, the DNS user profile, and the DNS log file. This information is vital for diagnosing issues that may be specific to the Dragon software.
  • If a remote session was conducted, it is helpful to include a video recording of that session. This can provide valuable context and allow the support team to see the issue as it occurred.

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

SpeechLive & DMO

If a support ticket regarding DMO in SpeechLive is received, the following steps should be taken as the initial troubleshooting procedure.

  1. Does the Author have the DMO integration configured in their Workflow settings?
  2. Is the correct DMO username defined in the Workflow settings?
  3. Can the user log in to the DMO client (independently of SL) and dictate? (this will help to verify they are a created and licensed user on the NMC).
  4. Is the current version of PDC Native Connector installed (at least PDC 5.2.8.1; Native Host: 4.8.480.24)?
    • If it is, was the DMO service enabled when installing? (it is ticked to install by default)
  5. Is the current version of the Chrome Extension installed?
  6. Is the DMO client installed upon the machine that the user is submitting the dictation from? (as well as the above)
  7. What version of the DMO client are they using?
    • Is it supported?

If the issue remains unresolved, please collect and compress the log files located at C:\Windows\System32\config\systemprofile\AppData\Local\Philips Speech\DMOManagement\Logs and attach them to the ticket.

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

 

mceclip5.png

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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