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The MarvelClient Support Helper tool (MCSupportHelper.exe) is a small program for Windows that helps you collect and optionally anonymize your Notes client logs and MarvelClient data, so you can easily send them to support for analysis and troubleshooting.
You can download it at <DOWNLOAD LINK HERE> , and get more information about how it works below.
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Quickstart Guide
After you've downloaded the MarvelClient Support Helper, simply unzip the file and double-click the MCSupportHelper.exe file to run it. You will see a dialog like the following:
It might take a few seconds for the application to open. This is because the Support Helper attempts to auto-discover the appropriate directory paths for the various options.
If the paths don't look correct, you can click the Smart Select button to select a directory with a log.xml, config.xml, log.nsf, or notes.ini file, and it will attempt to auto-discover the appropriate paths from there. Or you can select the directory paths individually. If there are any directories you don't have or don't want to include, just you can leave them blank.
Once the paths and options are correct, just click the Start button to run the Helper!
This will gather the files into the OutputDirectory that you specified, and open the output folder in a new window:
The zip file in the "ToSupport" directory is the one you can send to panagenda support for analysis. If the "Anonymize" option was selected, the files will be anonymized as described below.
If the "Create Email" option was selected, an email document will automatically be created and opened with the zip file already attached.
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NOTE: your Notes client must already be open for the email document to be created. |
How Anonymization Works
If the "Anonymize" option is selected on the MCSupportHelper dialog, the output files in the marvel_plus_anon.zip file will have all detectable Personally Identifiable Information (PII) removed.
It does this by scanning the MarvelClient log files and the notes.ini file for known PII keys – like user name variations, email addresses, and server names – and replacing all occurrences of those strings with a generic string like OBFUSNAME11. It also replaces specified patterns like IP addresses with generic strings.
All of the mappings of generic strings to PII are stored in a file called !MappingTable-DONOTSEND!.txt. This mapping table is not included in the zip file, and should not be sent to panagenda support! It is simply a reference for you.
You can also choose to deselect the "Anonymize" option, and use the MarvelClient Support Helper as an easy way to gather files for support. In most cases, it is easier to troubleshoot support problems when the logs are not anonymized; however, this is a choice that each customer can make for themselves.
Collecting Files from HCL Nomad Clients
MarvelClient Support Helper can easily collect (and optionally anonymize) data from HCL Nomad clients too. In order to get the log files from Nomad:
- For iOS and Android, follow the steps for reporting a problem and send the email (which includes a zip file) to yourself
- For Nomad Web, follow the steps for reporting a problem and save the zip file to your computer
Once you have the zip file with the Nomad logs, open MarvelClient Support Helper and click the Smart Select button to select the zip file. This will automatically unzip the file to the same directory that the zip file is in and pre-fill the appropriate directory paths for you.
Then you can click the Start button to run the Helper!
Files that are Collected in Each Directory
For each directory that is processed by MarvelClient Support Helper, the following files are collected:
| Notes Data\workspace\logs directory | the most recent trace_log.xml file |
| NSD / IBM/HCL_TECHNICAL_SUPPORT directory | any NSD files that are 7 days old or less |
| MC_WorkingDirectory | all xml files in the directory and all subdirectories |
| MarvelClient Upgrade directory | all xml files in the directory |