Occasionally when working with Calxa something unexpected can occur and you might see a message like "Something’s wrong with Calxa. Contact our Customer Support team or use our knowledge base for help." While the error message is not always enough to understand what has gone wrong there is a Calxa log file which often holds the additional information required to troubleshoot an error. In this Support Note we will discuss how to find this log file and how to use it in conjunction with our knowledge base to troubleshoot any error you may have found.
Troubleshooting with the Event Log
The event log is just a text file which will open in Notepad. Each time Calxa writes to this file it appends to the end of the file, therefore you will need to go to the end for the most recent information (press Ctrl+End on your keyboard to get there quickly). Below are some summary steps on how to troubleshoot with the log file. Continue reading for more detail.
- Open the log file
- Scroll to the end and look for recent error messages
- Search our help notes for the errors found
- If you find an appropriate help note or FAQ follow the steps outlined to resolve the problem
- Otherwise email the event log to with a detailed explanation of the problem and what you were doing when it occurred
Open or Send Event Log
If Calxa detects an error it will often display a message and a status bar at the bottom of the Calxa window, which will give you options to either open or send the event log. If you wish to troubleshoot the error yourself you can open the log by clicking the Open event log option.
If you prefer you can use the Send event log option which will attach the log file to an email addressed to email@example.com. A detailed explanation of the problem can help our support team to assist you promptly, so please include details of what you were trying to do and what actually happened when the error occurred.
Even when no error has occurred and the status bar shown above is not visible you may send the Event log using the Diagnostics menu in the main ribbon. Click Diagnostics and select Contact Support to send event log or Open event log as required.
Finding the Event Log Manually
On occasion you may need to open or send the log manually. The default location is:
The Calxa event log is called CalxaClientTrace_username.log where username is your windows username, and it is saved in your Documents\Calxa folder. Generally the easiest way to find this folder is to click Start and select Documents or My Documents depending on your Windows version and then open the Calxa folder. From there you can open the file or attach it to an email.
Reading the Event Log
As mentioned earlier all the recent information is at the end of the file so you should first scroll to the end of the text file. You will note that there are generally blocks of information that start with a TimeStamp and sometimes include a stack trace. These blocks might look something like below with an error at the top followed by the stack trace. A stack trace is essentially a list of steps in reverse order that lead to the error at the top of the stack. So for that reason most of the time you will just need to read the first line just below the TimeStamp which is highlighted in the following example. This line will not always have a clear error message, particularly if the error was unexpected, but it should give you enough to search our knowledge base.
----- Error at 2013-08-26 03:16:04
Unexpected error: XeroApi.Exceptions.ApiResponseException: Xero API returned error http code: ServiceUnavailable
at XeroApi.Integration.IntegrationProxy.FindElements(IApiQueryDescription apiQueryDescription)
at XeroApi.ReportRepository.RunDynamicReport[TReport](TReport report)
at Calxa.XeroIntegration.ImportActualsByTrackingCategory.LoadTrackingCategoryPLAmounts(Period period)
at Calxa.XeroIntegration.ImportActualsByTrackingCategory.Processing(Object state)
Startup Logs Including Version Information
Each time you run Calxa it will include some startup information in this log which can be used to understand what version of Calxa was installed when the error occurred. The block of information looks like the example below with the version number highlighted.
----- Information at 2013-08-26 03:13:00
Start Calxa from 'C:\Program Files (x86)\Calxa\Calxa Client\CalxaClient.exe'. File version: 18.104.22.168. Process start arguments: /checkUpdates.