What information should I send if the service package won't generate in SCIEX OS software?

For research use only. Not for use in diagnostic procedures.

Answer

If the service package will not generate in SCIEX OS software, users can collect and send the needed logs manually. Here is a list of logs and information that will be needed by the support team to investigate a software issue:

1. Name and version of the software, Windows operating system, and Microsoft Office.
2. A compressed version of the SCIEX OS logs folder in the .zip file format: 

• C:\ProgramData\SCIEX\logs folder

The whole file for the software logs can be sent, but in particular, the following logs are needed around the time of the issue:
C:\ProgramData\SCIEX\logs\SciexOS\Developer_Server.log
C:\ProgramData\SCIEX\logs\SciexOS\Developer_Error.log
C:\ProgramData\SCIEX\logs\SciexOS\MassSpecDriver\MassSpecDriverService.log

3. System settings files from C:\ProgramData\Sciex\Clearcore2.acquisition. This folder can be compressed and sent, but in particular the following files are needed:

• Security.data
• Hardwareprofile.hwp
• Calibrationreferencetable.data
• Hardwareprofile.hwp-journal

4. Windows Application and System Event logs (.evtx)

• From the Windows Event Viewer, select the Applications from the Windows log section. Highlight the Application log, right click, choose "Save All Events As" and save the events as Application.evtx file.
• Repeat the same steps to save the System and Security logs, saving them as System.evtx and Security.evtx

SCIEX OS software will generate a service package automatically, as described here in this article . But sometimes, the Windows event logs are saved only for a short time frame or the user does not have permission to write the service package to the directory C:\ServicePackages on the local drive.