® Support Assistant is designed to gather data from a user machine and transmit the data to support personnel. It can use an FTP site that has been set up by an enterprise administrator.
Support Assistant collects system information and the log file and concatenates them to create a single text file, called the problem determination or PD.txt, which is stored in the root directory of the device.
Support Assistant provides the following functions:
- Convenient access to support-related enterprise FTP resources
- Automated data collection and transmission to enterprise administrators to expedite problem resolution
You can log in to the FTP site using one of the following types of user account information:
- Device Management Server user account (if available)
- An anonymous user account
- User input
After the PD.txt file is transmitted to the FTP site, it is given a new name to ensure that it can be distinguished from other PD.txt files on the FTP site. The file is changed from PD.txt to [User Name][Created Date][Created Time].log. If you are logging in as an anonymous user, the user name "anonymous" is used to rename the file.
You can use a properties file to specify an FTP location property and a site property. The following table describes the properties.
Table 1. FTP Site Properties
|esupport.ftp.site||ftp.comany.com||Default FTP site. If you specify a Web address using this property, it is automatically entered when the Support Assistant is started.|
|esupport.ftp.location||/Upload/[UserID]/tmp||Specifies the directory on the FTP server to which the file is uploaded. You can use the optional variable [UserID]. It is replaced by the actual user name at runtime.|
If you have problems during submission, manually copy the problem determination file (PD.txt) and send it to an enterprise administrator.
Parent topic: Troubleshooting the Lotus Expeditor Client for Devices