How can I get debug information for Polyspace Access?

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When experiencing an issue with Polyspace Access, how do I generate logs or reports that I can send to MathWorks Support to help diagnose the issue?

Accepted Answer

MathWorks Support Team
MathWorks Support Team on 27 Feb 2024
Edited: MathWorks Support Team on 27 Feb 2024
You can generate and send the Polyspace Access service logs to MathWorks Support to help diagnose a Polyspace Access issue, be it an issue related to uploads, downloads, or performance. 
To do that, use the access_debug tool to generate a zipped folder that contains the Docker logs and other output files.
This script can be used with Polyspace Access version R2020b and later.
  1. Before you launch the script, activate the Polyspace Access debug mode to create logs with a more verbose output. To activate the debug mode, use URL: "http(s)://FQDN:port/setdebugmode/on", where "FQDN" is the Fully Qualified Domain Name of your Polyspace Access server. For example, https://example.access.server:9443/setdebugmode/on
  2. Then reproduce your issue. For instance, if it is an upload issue, you can execute upload again with option -log cli.txt (polyspace-access -log cli.txt -upload...). Then you will attach cli.txt with all_info.zip.
  3. As soon as the issue has been reproduced, use the attached script on this page. The script usage is as follows:
    • Connect to the server where you installed Polyspace Access and open a shell session.
    • Unzip the file access_debug.zip (attached to this post) in the folder where the Polyspace Access
    • Cluster admin agent is located (the folder containing the configuration file settings.json.)
    • In the folder where you unzipped the file, set the appropriate execution rights for the script access_debug.sh by running the command below:
    • chmod u+x access_debug.sh
    • This will create a file named all_info.zip. Attach this zip file to your service request.
  4. Deactivate debug mode: http(s)://FQDN:port/setdebugmode/off
Note: The generated logs might contain names of projects that you uploaded to Polyspace Access. A copy of settings.json is done where the passwords have been removed.

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