====== 1. General guidelines ======

==== 1.1. Submitting support requests ====

  * All support requests should be emailed to support@boyum-it.com or you can use our webform in our Help Center (login required). Replies to your requests will be delivered back to you by email.
  * Please note that all communication should be done in English.
  * Please include customer’s name and installation number for every ticket you open.
 
How to search for Help? 
  * To access the Help Center go to https://support.boyum-it.com/hc/en-us.
  * In the Help Center, once you are logged in, you can view and manage all your tickets.
==== 1.2. What to include when submitting a support call to Produmex? ====
  * The error message and a description of the problem
  * Detailed steps to reproduce the problem
  * A database where it can be reproduced in
  * The Produmex log files
    * Produmex Service Broker: The log files can be found in the ''<color red>%ProgramData%\Boyum IT\Service Broker</color>'' folder (for pre-2023.06 versions it is C:\ProgramData\BX\BX Service Broker\Logs</color>)
    * Produmex Scan client log files can be found in the ''<color red>%ProgramData%\Boyum IT\Service Broker</color>'' folder (for pre-2023.06 version it is C:\ProgramData\BX\BX Service Broker\Logs)
    * Produmex Scan add-on: **If you cannot open the log file from the error message**, the log files can be found in the ''<color red>%ProgramData%\Boyum IT\Produmex Scan</color>'' folder (for pre-2023.06 versions it is %AppData%\BX\Logs) \\ {{ :implementation:scan:support:scan_error.png?500 |}}
  * SAP Business One version and PL version
  * PMX version
  * HANA Server or SQL Server version
  * When did it happen first?
  * How many clients have this problem? (only one or more?)
  * Was there any upgrade recently?
  * Was there any major change in the system recently?
==== 1.3. Where to upload files when requested to do so? ====

There's an FTP server at your disposal, where you can upload files to Produmex. This way you can send large files (log files, database backups...) that don't fit in an e-mail.

The FTP access for upload is //write-only//, which means that you can upload any file, but you cannot download anything from that folder (not even the files **you** uploaded!). Only Produmex staff is able to retrieve uploaded files.

The credentials are the following:

  * __Host:__ ftp.produmex.name
  * __User name:__ upload
  * __Password:__ Avaya789

After having uploaded a file to the FTP server, please inform the Produmex staff that the upload has completed, including the file name and the support ticket reference, if any.

==== 1.4. Error Messages on Scanners ====
  * SBO Error Messages - Produmex scanners will display SBO error messages, so make sure to read the error message and determine if it is an SBO error or a Produmex error. If it’s an SBO error message, please Google it and use your current process for solving SBO errors before reporting to Produmex.  
  * Produmex Error Messages – In most cases the Produmex error message will give you an indication of what the problem is to make it easier to solve like any other SBO error message.

==== 1.5. How to enable extra logging? ====
If you want to enable extra logging for debugging purposes, you can enable it in the following ways: 

=== 1.5.1. Produmex Service Broker===
You can enable extra logging on the service configuration screen. Set the //Debug writeline log?// setting to ‘True’. Restart Produmex Service Broker.

The log file is located: //C:\ProgramData\BX\BX Service Broker\Logs//

{{ :implementation:scan:support:sb_debug.png |}}

//It is recommended to disable this setting after the issue is discovered because it can create large log files. //

=== 1.5.2. Produmex Scan Client===
You can enable extra logging on the [[implementation:scan:settings#produmex_scan_general|Produmex Scan General tab]] of Produmex Scan settings.  Add * to the //Diagnostic Client Log settings// field. 
Please note: The log file is sent after the user logged out.

{{ :implementation:scan:support:diagnostic_client_log.png |}}

The log file is located: //C:\ProgramData\BX\BX Service Broker\Logs//

=== 1.5.3. Produmex Scan Add-On===
You can enable extra logging on the [[implementation:scan:settings#logs_tab|Logs tab]] of Produmex Scan Settings. Set the //Logging Level// to ‘Debug (everything)’.

The log file is located: //%AppData%\BX\Logs//


==== 1.6. How to check currently running processes ====
You can check the currently running processes on the webpages of the Service Broker: 

**Admin tasks** \\
<code>http://<IP>:<PORT>/api/Admin_tasks</code>
where the IP is the IP address and the PORT is the port number.


**Admin pools** \\
<code>http://<IP>:<PORT>/api/Admin_pools</code>
where the IP is the IP address and the PORT is the port number.