Collecting Log Files for support

When you have an issue with one or more SMS applications, you will need to include the diagnostic log files for the AIC support team to review the issue. You can do this in one of a few ways.

From Shop Manager

Log in to Shop Manager and click the help button (?) at the top right of the screen and then select Support.

Fill out your name, email address, phone number (optional) and include if there is anyone else at your company that you want to CC on the email that will be sent to AIC Rail. Next, select the station that you need support for from the drop down. If you have already initiated a support ticket with AIC Rail, enter the existing ticket number. Enter the description of the problem and click Send. This will get the log files from the station you selected and email them to AIC Rail support.

If you are unable to send the email to AIC Rail support team for whatever reason (example: your corporate firewall may block it) then you can click the ‘Save Local’ button at the bottom. Shop Manager will attempt to contact the station you selected and retrieve the log files. It will then prompt you to save the log files locally on your computer. After you select a place to save the file you can then use your regular email application to send an email to Support@aicRail.com and attach the file that you just saved to the email.

If the station that you want is not in the list, or there is some other problem preventing you from retrieving the log files using Shop Manager, then you will need to manually access the log files from that station. See the next section for more information.

From Component Inspection, WPR, UPR, or BPR

Log in to the application that you want to get the log files from. Click the Help menu at the bottom right corner of the application window and then select ‘Get Log files’. You will be prompted to save a ZIP file to the local computer or a USB drive. You can then email this file to Support@aicRail.com