Support Package

Definition

The Support Package collects the most relevant diagnostic information for our support team with a single click. It is especially useful if the backend stopped unexpectedly or a feature does not behave as expected.

Create a Support Package

  1. Open the OCP Tab or the general Help tab.
  2. In the OCP Help group, click Support Package.
  3. Wait until the package has been created.
  4. After completion, Windows Explorer opens automatically and highlights the generated ZIP file.

Storage Location

The ZIP file is stored on the Desktop by default. The file name contains the OLP version and a timestamp, for example:

OCP_SupportPackage_<Version>_YYYYMMDD_HHMMSS.zip

Content of the Support Package

The support package may include the following files:

  • the newest frontend logs
  • the newest encrypted backend logs
  • available crash artifacts such as backtrace.dump or *.dmp
  • a metadata.json file with environment and version information
  • a README.txt file with a short summary
Note

The backend logs remain encrypted inside the support package and can safely be forwarded to us in this form.

Send the Package to Support

  1. Leave the ZIP file unchanged.
  2. Do not extract the archive.
  3. Send the ZIP file to our support team.

Notes

  • Creating the support package does not modify project or program data.
  • If some files are not found, a partially filled support package can still be created.
  • Even an incomplete support package is often useful for troubleshooting.