Troubleshooting Protocol Application Issues

Below we will describe how to identify issues with protocol application and where to find log files. 

Examine the Protocol App Log File

The functionality described in this section is introduced in IT Hit WebDAV Ajax Library v3 Beta.

The protocol application creates a log file, that you can examine to identify problems. By default the application log file has the same name as application: IT_Hit_Edit_Document_Opener_<protocol>_<version>.log. You can also send us this log together with the system log. Below you can see where log files could be found on each OS:

  • On Windows:
    • The app log folder:  C:\Users\<User>\AppData\Local\Temp\
    • The system log: Computer Management -> System Tools -> Event Viewer -> Windows Logs -> Application
  • On OS X:
    • The app log folder: ~/.it_hit,_ltd/
    • The system log: /var/log/system/system.log
  • On Linux:
    • The app log folder: ~/.it_hit/
    • The system log: /var/log/syslog

Capture HTTP Traffic

Capture the requests using Fiddler tool or any other HTTP debugging proxy. If you are e-mailing us your traffic log file and capturing HTTPS, make sure the traffic is decrypted, so we can examine it.

To capture traffic on OS X and Linux you can use Fiddler installed on a Windows machine as a proxy.

Provide Installer Debug Log 

To identify protocol application installation issues run the installer in the debug mode.

On Windows:

msiexec /i "ITHitEditDocumentOpener.msi"  /l*v "debug.log"

Provide Web Browser Debug Logs or Crush Reports

Enable web browser debug logging.

  • Chrome. To run Chrome in debug mode run the following command:

    chrome.exe --enable-logging --v=1

    The logs are created in %localappdata%\Google\Chrome\User Data\ folder. You can find more info about enabling Chrome logging in this article.

  • Firefox. To run Firefox in the debug see this article.

  • Edge. You can find information about Edge errors in the Windows Event Viewer.

  • Safari. See this article about where Safari crash reports can be found.

Try to Reproduce Issue With IT Hit Demo Sites

To understand if the issue is on the client-side or on the server-side try to reproduce it with IT Hit demo sites: