Providing technical support information for webPDF

SoftVision support information illustration

Some support cases require additional technical information to better understand situations and reproduce reported issues.

The goal is to resolve the support case with minimal effort on the customer side, both in time and in coordination. Starting with version 7, webPDF provides a feature that lets you quickly collect all relevant information, including:

  • webPDF configuration files
  • system settings
  • operation log files

The collected data is stored on your local file system and can then be sent to technical support.

If you already received a support identification number (SID), include it so your support case can be assigned faster.

Below is a step-by-step guide with the required actions.

If you already installed webPDF 7 (build 1723 or later), you can also open support information directly via http://localhost:8080/webPDF/admin/?support. If you are not logged in as administrator, you will be asked for user name and password first (see step 3).

After that, you can continue directly with step 7.

If webPDF is running and there are no access restrictions, open the portal page in your browser:

http://localhost:8080/webPDF/

Please note that localhost may differ in your environment. If needed, check with your system administrator.

  1. After opening the portal page, your browser should display the following:
Step 1: Portal page
  1. To access support information, you need to log in. After clicking the login button on the right side of the portal, an input form appears:
Step 2: Login form
  1. If the credentials were not changed, use user name admin and password admin to access the webPDF administration area:
Step 3: Admin login
  1. Open the administration section via the following action:
Step 4: Open admin section
  1. After opening it, your browser should display the following:
Step 5: Admin overview
  1. In the Server section on the right, select Information:
Step 6: Server information
  1. After running the server information action, switch to the Support tab in the following dialog:
Step 7: Support tab
  1. If you want to keep monitoring period and file selection unchanged, click Download to save the support information archive to your hard drive:
Step 8: Download support information

Then send the packed support information to support@softvision.de.