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Reading and interpreting log files


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Reading Your Log Files
 
Each Intella case has its own log files: main-[date].log and warnings-[date].log. The main file contains all of Intella's case-specific log messages. The warnings file only contains those messages that have a WARN or ERROR message level.
 
Log files "roll over" every day at midnight. When a case is opened for the first time on a specific day, two new log files are made for that day. When you open the case another time on the same day, all log messages are appended to these files. When Intella still has the case open at midnight, it starts creating two new log files for the next day. When you keep track of when you indexed or exported information in the case, this split up will ease looking up the relevant log messages. This split up also prevents the log files from becoming too large to handle.
 
Your log files are always stored in the logs folder of the case folder. By searching your own log files for common error messages you can often troubleshoot these common errors without need of contacting our support department.
 
To open very large log files we suggest free tools such as Large Text File Viewer. This tool is optimized for viewing very large (> 1 GB) text files.
 
List of Known Errors
 
The following is a list of known error messages and their explanation and solution. Most of these have causes that are external to Intella.
 
java.lang.OutOfMemoryError
Explanation: Intella has run out of memory while processing a file or index. This error can also happen on machines with lots of RAM, as each of Intella's processes has a maximum amount of memory it is allowed to use.
Solution: increase Intella's memory settings. See the "Memory setting" section in the user manual for details. Caveat: some out of memory errors are caused by corrupt documents and Intella may safely recover from this, so that the integrity of the case is not harmed. When in doubt, please send the error message and the 50 lines surrounding it to Support.
 
We have written a post on optimizing memory settings in Intella here
 
java.io.IOException: The device is not ready
Explanation: the USB disk or network drive is not available to Intella.
Solution: process the case on an internal disk to see if this solves the issue. The network/external disk or the connection to it may not be reliable.
 
"Exception while processing stream of ..."
Explanation: the file being indexed may be corrupt.
Solution: check the file in its native application.
 
java.io.IOException: An unexpected network error occurred
Explanation: your network is dropping connections.
Solution: move the case and evidence data to an internal drive and retry.
 
java.io.IOException: Access is denied
Explanation: you do not have the correct file or folder permissions. 
Solution: ensure all permissions on the case files and evidence data are correct.
 
java.io.FileNotFoundException: X:\FILE_NAME_AND_PATH (Access is denied)
Explanation: the file or folder is missing. Perhaps you have moved the case or evidence folder?
Solution: verify that the original data is where it should be. 
 
java.io.IOException: There is not enough space on the disk
Explanation:  Please check if you have sufficient drive space to continue. 
 
com.vound.intella.export.PdfReportException: Unsupported image format or image is not available

Explanation: this error can occur when rendering items to PDF or image format during exporting. Either the item being rendered is unsupported and will be skipped, or the source files for the items being exported are no longer available (they have been moved/deleted, they were not cached when indexed and the case has now been moved etc.).

Solution:

  • Not all files can be printed or rendered to PDF or image formats during an export. If this message is shown and the source data is available, then the items you are exporting are unsupported, and the printing/rendering process will be skipped for those file. Examples of unsupported files which we have seen are: config files, technical drawing files, certain system files and unsupported graphic files. You should ensure that the correct file types are included in your production. 
  • If the source files can not be accessed by the case, you can link them back to the case by using the 'Edit evidence paths' option under 'Sources' in the Menu bar. 

 

Background Information

 
Log files are useful in diagnosing problems or errors that may arise while using Intella. Intella records log files during all normal program operation, including indexing and exporting. In the default logging mode Intella records basic operational messages and errors. The log files are stored in the "logs" folder inside the case folder.
 
The location of the log files depends on your platform. For Windows Vista and Windows 7:
 
C:\Users\\AppData\Roaming\Intella\cases\\logs
 
For Windows 2000, 2003, XP:
 
C:\Documents and Settings\\Application Data\Intella\cases\\logs
 
The log files are main-[date].log, warnings-[date].log and any other *.log files in the same directory. Note that the Help menu in Intella has an Open Log Folder option that takes you straight to this folder.
 
Log Levels
 
When an issue arises and the log files do not contain sufficient information to resolve the issue, you may wish to increase the logging level from basic (INFO) to a more detailed level (typically DEBUG). Intella will then log actions and operations in more detail. Note that this will considerably increase the size of the resulting log files.
 

To increase the logging level please do the following:

  1. Close your Intella case, remembering the case name and the location of the case folder.
  2. Open the following folder in Windows Explorer:
    For Windows Vista and Windows 7:
    C:\Users\\AppData\Roaming\Intella\cases\\conf
    For Windows 2000, 2003, XP:
    C:\Documents and Settings\\Application Data\Intella\cases\\conf
    When your case is saved to a location other than the suggested location (e.g. a USB device), please use the path to that folder.
  3. Once in the conf folder, use a text editor (e.g. Notepad) to open the logback.xml file. This logback.xml file is unique to every case.
  4. Locate and change the line containing

    into
  5. Once the changes are made, save the file and close the text editor.

Now open your Intella case again. Logging will from now on be set to a more detailed level.

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