This article aims to provide some guidance on how to gather the relevant information required by our Technical Support teams to provide a timely response to any issues encountered while using FlexNet Code Insight.

When contacting our Technical Support team with a new FlexNet Code Insight issue, please include the logs from the following locations:

<Install Directory>\tomcat\logs\

<Install Directory>\logs\

Please also include screenshots of the issue where appropriate and details of any operations that had been performed prior to the error occurring such as upgrades or scans.

FlexNet Code Insight 6.X

Detector Client Issues:

If you encounter an issue when using the Detector Client on the FlexNet Code Insight 6.X products, please also include the Detector Logs from the local machine that is running the Detector Client. The logs are available from the following location:

C:\Users\<USERNAME>\.palamida\config\detector\logs\

ScriptRunner Issues:

If you encounter an error during the use of scriptRunner, please attach a copy of the script that you are attempting to use to the case. 

If the error you receive states there is an issue with the JWT token you have provided, please use the following instructions to clear the cached JWT tokens before retrying the script:

1. Shut down tomcat
2. Navigate to C:\Users\Username\.palamida\scriptrunner\
3. Delete the file named scriptrunner.properties
4. Restart tomcat and retry the script

For more information on scripting you can also look at our Scripting - Getting Started article which provide additional information on scriptRunner.

SCM Connections:

If you encounter an issue with any of the SCM connections available in FlexNet Code Insight 6.X, please clearly identify which SCM connection you have attempted to use as well as the version details for the SCM Client that is running on your FlexNet Code Insight server.

FlexNet Code Insight 7.X

Plugins:

If you encounter an issue with any of the Plugins available to FlexNet Code Insight 7.X, please clearly identify which plugin you have attempted to use, including the version, as well as the version details for any client that is running on your FlexNet Code Insight server.