Enabling Logging in Windows, Linux and Mac OS X

Document created by Sandeep Jain Employee on Nov 9, 2015Last modified by Tyler Yarborough on Feb 23, 2017
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PURPOSE

In cases where you are experiencing problems streaming with Octoshape, collecting log files from the Octoshape client may help pinpoint the causes.

 

 

PREREQUISITE

You must have installed the Octoshape client running on a Windows or Linux operating system.

 

 

PROCEDURE/CONTENT

Windows

  1. Enabling Logging
    • Shut down Octoshape if running. You may or may not have an Octoshape tray icon, depending on which version of the Octoshape client you have.
      • If you have an Octoshape tray icon:
        • Close any media players or browser windows/tabs using Octoshape
        • Right click on the Octoshape tray icon and click on 'Exit'
      • If you do NOT have an Octoshape tray icon:
        • Open up the task manager. The easiest way to do this is to brig up the start menu and search for 'task manager' or 'taskmgr'.
        • In the task manager:  in Windows 8 or higher, click the 'More details'. In Windows 7 or lower, click the 'processes' tab.
        • Now find any entries called 'OctoshapeClient' or 'Infinite HD App' and right click them. From the right click menu select 'End task'/'End process'.
    • Download this ZIP file (also attached) and extract the contained registry files.
    • Run 'LogLevel-set.reg'. These registry files will only makes changes to the user registry space.
    • Reboot your computer.
    • Try to play the stream again and wait for the error message to occur.
    • For Experts : You may also enable logging by setting the environment variable OCTOSHAPE_LOG=file and restarting the Octoshape client.
  2. Preparing the Logs
    • Shut down the Octoshape client, just as step 1.1.
    • Open your Octoshape install directory:
      • Windows XP :
        C:\Documents and Settings\<username>\Application Data\Octoshape\Octoshape Streaming Services
      • Windows Vista / Windows 7 / Windows 8
        C:\Users\<username>\AppData\Roaming\Octoshape\Octoshape Streaming Services
    • Collect all .txt files with names beginning with "log__", "hs_err*.log" and "tmp-*.err" from the directory into a .ZIP file. In case of multiple machines, please create one .ZIP file per machine and give each file a meaningful unique name.
    • Attach the ZIP file(s) and open a case with Akamai Technical Support.
  3. Disabling Logging
    • Shut down Octoshape if running. You may or may not have an Octoshape tray icon, depending on which version of the Octoshape client you have.
      • If you have an Octoshape tray icon:
      • Close any media players or browser windows/tabs using Octoshape
      • Right click on the Octoshape tray icon and click on 'Exit'
    • If you do NOT have an Octoshape tray icon:
      • Open up the task manager. The easiest way to do this is to brig up the start menu and search for 'task manager' or 'taskmgr'.
      • In the task manager:  in Windows 8 or higher, click the 'More details'. In Windows 7 or lower, click the 'processes' tab.
      • Now find any entries called 'OctoshapeClient' or 'Infinite HD App' and right click them. From the right click menu select 'End task'/'End process'.
    • Open the ZIP file from earlier and run 'LogLevel-unset.reg'.
    • Optionally you may remove any log files
      • see 2.1  Open your Octoshape install directory
        • You may safely remove any .txt files with names beginning with "log_NORMAL_"
  4. Ad-hoc logging
Linux

 

    1. Open setup.xml in the Octoshape installation directory with a text editor (Note: newer versions of the installer will be under ./InfiniteMediaAcceleration_yymmdd@vXXX/ )
    2. The setup.xml config will start with either "<e" or "<config" depending on the version that was installed.
      1. If the first line of the config ends with "/>" you will need to remove the "/" and add "</config>" to the end.
        <config .../>
        becomes
        <config ...>
        </config>
    3. Add the logging configuration to the root element. Depending on your configuration, it will be either
      <config ...>
        <log ratelimit="2000" type="NORMAL">
          <console enabled="false"/>
          <file enabled="true" nodate="false" rotationcount="5" rotationsize="10000000"/>
          <server enabled="true"/>
        </log>
      </config>

      or

      <e ...>
        <log ratelimit="2000" type="NORMAL">
          <console enabled="false"/>
          <file enabled="true" nodate="false" rotationcount="5" rotationsize="10000000"/>
          <server enabled="true"/>
        </log>
      </e>
    4. Save the file and relaunch the Octoshape client.
    5. Log files will be saved in the octoshape installation directory and will start with the name "log_NORMAL_"

 

Mac OS X

  1. In Finder, press "Go" in the menu bar and select "Go to Folder"
  2. Type in ~/Library/Octoshape and press enter (Note: newer software versions have changed the directory path:  ~/Library/Akamai/InfiniteMediaAcceleration.app)
  3. Right click Octoshape.app and click "Show Package Contents"
  4. Navigate to Contents/MacOS and open the file setup.xml with a text editor
  5. The setup.xml config will start with either "<e" or "<config" depending on the version that was installed.
    1. If the first line of the config ends with "/>" you will need to remove the "/" and add "</config>" to the end.
      <config .../>
      becomes
      <config ...>
      </config>
  6. Add the logging configuration to the root element. Depending on your configuration, it will be either
    <config ...>
      <log ratelimit="2000" type="NORMAL">
        <console enabled="false"/>
        <file enabled="true" nodate="false" rotationcount="5" rotationsize="10000000"/>
        <server enabled="true"/>
      </log>
    </config>
    or
    <e ...>
      <log ratelimit="2000" type="NORMAL">
        <console enabled="false"/>
        <file enabled="true" nodate="false" rotationcount="5" rotationsize="10000000"/>
        <server enabled="true"/>
      </log>
    </e>
  7. Save the file and relaunch the Octoshape client.
  8. Log files will be saved in the Contents/MacOS directory and will start with the name "log_NORMAL_"
TECHNICAL NOTES
    • The installation directory for Octoshape normally is:
      • Windows XP :
        C:\Documents and Settings\<username>\Application Data\Octoshape\Octoshape Streaming Services
      • Windows Vista / Windows 7 / Windows 8 / Windows 8.1 / Windows 10
        C:\Users\<username>\AppData\Roaming\Octoshape\Octoshape Streaming Services
      • MacOS (directory dependent on version installed)
        • ~/Library/Akamai/InfiniteMediaAcceleration.app
        • ~/Library/Octoshape
      • Linux
        • ./InfiniteMediaAcceleration_yymmdd@vXXX/
        • ./Octoshape/

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