Troubleshooting
If you have questions or problems with any of the Adams products, get help by viewing the Simcompanion web page at
http://simcompanion.hexagon.com/. Our Knowledge Base articles and Frequently Asked Questions (FAQs) are especially useful. If the problems persist, contact Technical Support. Before contacting Technical Support, read the topics described next.
Windows Problem Reports
On supported Windows operating systems there are two varieties of problem reports:
■Troubleshooting Report: this examines your system configuration and places important debugging information in the file adams_problem_report.txt. If you have problems running Adams products, you can generate this report and send it to Hexagon. After you generate the report, you may want to save it under a different name because Adams overwrites the file each time you generate a report.
■Crash Dump File: in the event that the Adams View or Adams Car interfaces crashes (terminate unexpectedly) then often a dump file (.dmp) will be exported to the working directory. This is a non-human-readable binary file containing diagnostic information which MSC developers can use to investigate and fix problems in Adams causing such crashes. It is currently only supported on Windows. Note that the dump file does not contain any potentially confidential data like model files, other user data and so on. It stores only information pointing to where in the software specifically Adams crashes and the conditions that might have caused the crash.
To generate a Troubleshooting Report on Windows:
1. From the Start menu, point to Programs, point to Adams x (where x is the release number), and then select Troubleshooting Report.
A message appears informing you that the report is being created and providing the name of the report.
2. Open the adams_problem_report.txt file using a text editor and edit the first page of the report to include your name and phone and fax numbers. Add any comments in the comments section.
If you are an experienced Adams user, you may want to look over the report for error messages before sending it to Hexagon.
3. Send the file using e-mail or print the file and fax it to the technical support for your area.
4. To close the window, press Enter.
To find the Crash Dump File on Windows:
If the Adams View or Adams Car graphical interfaces ever crash, a .dmp file is often (but not always) written to the current working directory of Adams. The file name will typically start with "SCAKernel" followed by an 8-digit date of the form "yyyymmdd" and then a series of other numbers. Please attach this .dmp file in any communication with MSC Technical Support about the crash. Note that the dump file does not contain any potentially confidential data like model files, other user data and so on. It stores only information pointing to where in the software specifically Adams crashes and the conditions that might have caused the crash.
Linux Problem Reports
Using the Adams Toolbar, you can examine your system configuration and place important debugging information in the file PROBLEM.RPT. If you have problems running Adams products, you can generate this report and send it to Hexagon.
Before sending the report, open it into a text editor and edit the first page of the report to include your name and telephone and fax numbers. You can also add any comments in the comments section. You should save the file under a different name since Adams overwrites the file each time.
Either send the file using e-mail or print the file and fax it to Technical Support for your area.
Note: | For correct results, you must run the hotline (problem) report from the license server, not the client machine. |
To generate a troubleshooting report on Linux:
1. Right-click the Adams Toolbar tool, point to Support, and then select Technical Support.
2. Select Generate Hotline Report.
An Alert dialog box informs you that the report has been created and gives you the name of the report. This file uses the default file name of PROBLEM.RPT and places the file in the directory $HOME, where $HOME is your home directory.
3. Select Close.
Technical Support
To obtain technical support, contact your local support center, which can be found at
http://simcompanion.hexagon.com/KB8019304Before contacting Technical Support, have the following information available:
■Version of FORTRAN, if any.
■Copy of all error messages (you can send it by fax or through e-mail).
■Copy of the Adams View log file (aview.log) and Adams Solver message file (.msg).
■Hardware type.
■Version of the Linux operating system, if applicable (for example, 11 on the HP 9000/700).
■Troubleshooting report.
To find out more about contacting Technical Support on Linux:
1. Right-click the Adams Toolbar tool, point to Support, and then select Technical Support.
Information about the various ways in which you can obtain technical support appears.
2. After viewing the information, select Close.