Contacting Technical Support

1 Introduction

Intrinsyc has dedicated technical resources to assist you both before and after you purchase. Please see the support section of our website for more information.

2 What to Send

When contacting support, please ensure that you are using the latest version of J-Integra® and include the following information in your email.

2.1 Java Accessing COM

If your application is Java accessing COM, please send:

• A description of your application - tell us what it should do and how it is failing.
• Issues can be resolved much quicker if you include sample code which we can use to reproduce the problem at our offices in Vancouver. Make sure the code can compile and run standalone (i.e. include all dependencies referenced in the code).
• Send us your jintegra.log and config.log files. See below for instructions on generating these files.
• Include the complete stack trace of any exceptions that occur in your code. You can print the stack trace with a snippet of code shown as below:

  try { ... } catch (Exception e) { e.printStackTrace(); }

• The COM component's type library (i.e. the file you used to generate the Java proxy classes from using the com2java tool) or the component's IDL file. You can extract the IDL file using the Microsoft OLEVIEW tool (Click File > View TypeLib to open the type library, and then save it as an IDL file).
  
  

2.2 COM Accessing Java

If your application is COM accessing Java, please send:

• A description of your application - tell us what it should do and how it is failing.
• Issues can be resolved much quicker if you include sample code which we can use to reproduce the problem at our offices in Vancouver. Make sure the code can compile and run standalone (i.e. include all dependencies referenced in the code).
• Send us your jintegra.log and jintmk.log files. See below for instructions on generating these files.

3 Generating Logging Information

3.1 jintegra.log

In your Java code, add this line to the start of your initialisation code, and send us the generated 'jintegra.log' file (feel free to change the output directory):

  com.linar.jintegra.Log.logImmediately(3, "c:\\temp\\jintegra.log");

If you do not specify the directory, jintegra.log file will be generated in the directory where the Java client is running:

  com.linar.jintegra.Log.logImmediately(3, "jintegra.log");

You can also direct the output to System.err like this:

  com.linar.jintegra.Log.logImmediately(3, System.err);

3.2 config.log

If calling COM objects from Java, execute this command on the machine hosting the COM component, and send us the generated 'config.log' file:

  CheckConfig /typelib [path to typelib] config.log

Where [path to typelib] is the full path (including the file name) of the type library you specified when running com2java. If there are spaces in the name or path, put it all in quotes.

If calling Java objects from COM then run this command on the COM client machine, and send us the generated 'config.log' file:

3.3 jintmk.log

When calling Java objects from COM, to enable logging inside the J-Integra® Moniker (jintmk.dll -- the 'glue'), use the registry editor to create a value under the following key: HKEY_LOCAL_MACHINE\SOFTWARE\Linar\JintMkr. The value should be called logFile and set to a file name, such as c:\temp\jintmk.log