Support Request

Owned by Jean-Philippe Golay
Last updated: Jan 18, 2022
2 min read

 

If you have an ebiexperts partner, you must use your partner support system to log in your first line requests.

You should use our ticketing system in the URL below to create your support requests

https://ebiexpert.atlassian.net/servicedesk/customer/portals

  • Global Search : search in all ebiexperts documentation, FAQ, Wiki

  • Documentation : all products documentation

  • WIKI : small posts about best practices

  • Software Download : download ebiexperts products and assets. Note that you need a license to install that you can request to sales@ebiexperts.com

  • Ticketing system : support request tickets

 

Support request tickets

You need to be registered to create a ticket

Please put a clear title, and describe you issue.

Include screenshots in Attachments

Include the log file in order to help support to find your issue

Getting the log files

There is two ways to get the log files, normal and detailed logs.

Normal :

Replace the WIP URL https://<server>:59272/wip by https://<server>:59272/log/wipwebserver/

Get the latest log files click on the link and press “Save Page As“ or copy paste to your favorite editor

Add the date and time your error occurs in the ticket to help us to localize the issue

Detailed

  1. set “Log File Level” to “Trace” in WIP Setup

  3. Press Open Debug Folder navigate one level up and delete all log files and folders in

“C:\ProgramData\ebiexperts\WIP Web Server\webapp\log”

  1. restart the WIP web server service.

  2. reproduce the issue

  3. Add the C:\ProgramData\ebiexperts\WIP Web Server\webapp\log\wipwebserver log files to the ticket

  4. set back “Log File Level” to “Error” in WIP Setup to avoid filling the logs folders

  5. restart the WIP web server services