Scan FME-specific support¶

In the event of a problem, and after checking that the error has not been documented in the dedicated section, here's how to send a ticket to support.

Elements to help diagnose the substrate¶

As the Scan FME service (named Isogeo Worker) is the only component installed on the customer's IT architecture, it requires the most information from the customer. To ensure prompt support, please read carefully the various items to be revised or attached before contacting support.

Classic steps to rule out common problems¶

1. Check prerequisites, including :

   • communication with Isogeo domains (see prerequisites). A change of proxy or firewall can happen so quickly...
   • the FME license and its availability for the duration of a scan
   • read rights to target data and write rights to the service installation folder

2. Open a remote desktop session on the server where the service is installed, logging in with the user configured to launch the service, then :

   1. Restart the Isogeo Worker service from the Windows Services utility and restart Scan.
   2. To complete the diagnosis, open FME Data Inspector in the version used by Scan ;
   3. open targeted datasets with the same access parameters (connection file, database parameters, directory path, etc.) as those entered in the Scan FME entry points.

3. Ensure that the configured entry point accesses no more than 1,300 datasets. Create finer-grained access points.

Recover scan service logs¶

The Isogeo Worker service produces several types of logs (log files recording the operations and errors of a computer process - Wikipedia entry [en]). The one to be attached is the one contained in the folder dossier_installation_isogeo\logs:

Retrieve FME workbench logs¶

FME workbench logs are generated in the folder %programdata%\Isogeo\tmp, but are not kept by default. To prevent them being deleted, you can change the service configuration by editing the file dossier_installation_isogeo\env.json and replacing the line "keepTmp" : false by "keepTmp" : true.

Once the service has been restarted and the scan restarted, the FME logs will no longer be deleted.

Please note that leaving this mode activated generates a large number of files. It is therefore recommended to activate it only for debugging purposes, and to deactivate it once debugging is complete. Once the client has been restarted, it will automatically delete any log files that have been saved.

Retrieve FME context information (FMEReport.html)¶

Safe Software, the publisher of FME, provides a small tool to generate a complete and readable diagnostic report on the software environment around the ETL (operating system, version of FME installed, presence of third-party software such as Esri, Oracle...). It is presented in this article of the FME shared knowledge base and detailed in this one.

To use it, administrator rights on the machine where FME is installed are required:

1. Run the system_information.bat file in the deamon folder of the service installation directory.
2. Right-click > "Run as administrator" ;

Attach the FMEReport.html file to your e-mail, generated next to the system_information.bat file and on your desktop.

Send mail¶

Click here to send an e-mail with the above information to support@isogeo.fr