The first step is to distinguish if it is a client or a server issue:
- If only one user is affected even when the client system is connecting to server applications, it is very likely that the issue is on the client. We recommend to provide the log files of the client system.
- In the case that several users are affected, it is likely that the issue is on the server system. We recommend that you provide log files of one of the affected client systems as well as the server log files of the server that hosts the RWS Applications..
RWS Server applications are:
- Project Server
- Translation Memory Server
- MultiTerm Server
- MultiTerm Online
One or more of them together are also referred to as Trados Groupshare.
RWS Client Applications
Trados Studio
- C:\Users\%Username%\AppData\Local\SDL\SDL Trados Studio\xxxx (where xxxx is the version number)
- For Trados Studio 2021, you can find the log files here: C:\Users\%Username%\AppData\Roaming\SDL\SDL Trados Studio\Studio16\logs
- For Trados Studio 2022, you can find the log files here: C:\Users\%Username%\AppData\Roaming\Trados\Trados Studio\Studio17\logs
- Alternatively, you can open the Trados Studio application and go to Tools > View log file and save the file.
MultiTerm Desktop
- C:\Users\%Username%\AppData\Local\SDL\SDL MultiTerm\MultiTerm[x] (where [x] is the version number)
- Alternatively, you can open the MultiTerm application and go to Tools > View log file and save the file.
RWS server-side Applications
Trados Groupshare
For
Trados GroupShare 2015,
Trados GroupShare 2017 SR1 or Trados GroupShare 2020 SR1, the various application and router log files are stored in:
- C:\ProgramData\SDL\Service\Logs
On split server installs, log files are found in this folder on each of the machines with application or web server running.
Please compress the entire folder into an archive before you send the files to RWS Support as these might be quite large.
Trados GroupShare 2017 non-SR1
For
Trados GroupShare 2017 without SR1 installed, there are additional log file locations on the application server:
- C:\ProgramData\SDL\TMService
Note: This folder only exists if any errors have been logged by the
TMService component. If SR1 is installed, this location may contain old log files.
- C:\ProgramData\SDL\ResourceManagement
Note: This folder only exists if any errors have been logged by the
Trados Groupshare Resource Management Service. If SR1 is installed, this location may contain old log files.
MultiTerm Online
- Both 32bit/64bit systems: C:\Program Files\Apache Software Foundation\Tomcat [xxxx]\mto.log (where [xxxx] is the version number)
Trados GroupShare installation logs
Any time the Trados GroupShare installer is run, either for a fresh install, an upgrade or troubleshooting / repair purposes, there will be an installation log created at this location:
- C:\ProgramData\SDL\Install
Application logs and System logs from the Microsoft Windows Event Viewer
Open the Microsoft Windows Event Viewer:
- Click START > Run… > type
eventvwr > click OK. - Go to Windows Logs in the Event Viewer tree.
- Right-click on Application and choose Save all events as... from the list and save it using the
*.etvx extension. - Repeat the steps above for the System log.
Third Party Application Logs
Following log file locations may help troubleshoot issues with third party dependencies.
Microsoft SQL Server logs
The default location is:
- %Program Files%\Microsoft SQL Server\MSSQL[x].MSSQLSERVER\MSSQL\Log [xxxx] (where [xxxx] is the version number)
As as an alternative and for a more specific choice of which log files you want to provide, you can connect to your SQL Server using SQL Server Management Studio. Expand Management, right-click on SQL Server Logs and choose View >SQL Server Log. as described in Microsoft Support article #187109. From there you can refine which logs you would like to include.
It is then possible to export the log files from the Log File Viewer to a location of your choice. For more details refer to Microsoft Support article #187885.
Microsoft Internet Information Service (IIS)
The default location is:
RabbitMQ Logs (GS 2017 or later)
The default location is:
- C:\Users\[USER NAME with which RabbitMQ was installed with]\AppData\Roaming\RabbitMQ\log
