Troubleshooting and Support

If you are encountering issues with your ODBC driver configuration, 1010data does offer support for this service. In order to make sure you have captured all the information necessary for our support staff, make sure you take the following steps prior to contacting 1010data.
Note: Please make sure you have the most recent version of the ODBC driver installed on your system before you contact support. You can find the version number on the bottom of the ODBC Data Source Administrator dialog box. You can find out what the latest version of the driver is by checking the ODBC driver change log: http://www.1010data.com/downloads/odbc/changelog.txt

For Windows Users

  1. Open the Logging Tab of the SQL1010ODBC DSN Configuration Dialog for your DSN (Start > All Programs > 1010data > 1010odbc > Configure 32-bit ODBC > System DSN Tab > Select the desired DSN > Configure... > Logging Tab).
  2. Check "Log to".
  3. If it is checked, uncheck "Append".
  4. Click the top "Browse" button, and choose a *file* where the logs should be stored, ensure that the user using the DSN has permission to write to this file. We will call this file myLog.txt.
  5. In the drop down menu select "Debug+XML" (note this will slightly impede performance and should be set back to "Basic" or "Detailed" for normal operation).
  6. Click the bottom "Browse" button, and choose a *file* where the DSN's configuration options will be exported. We will call my file myConfig.txt.
  7. Click the "Export Options" button.
  8. If you get a "Success!" message click "OK", if you get another message take a screenshot.
  9. Click "OK".
  10. Consider deleting old log files in the folder where you have configured the ODBC driver to log, in step 12 we only want the log files that pertain to the issue you are experiencing.
  11. Reproduce the issue you are experiencing.  If you have configured your DSN with the settings described above the driver will produce two files myLog-########-#.txt and myLog-########-#.txt.1010xml where the #'s can be any number or letter.
  12. Log into the 1010data Support Portal at https://support.1010data.com. Click Create New Ticket. Take myLog-########-#.txt, myLog-########-#.txt.1010xml and myConfig.txt (if you didn't clean up your log folder during step 10 remember to only include the newest files!) and include those files as attachments to your support ticket.

For *Nix Users

  1. Open libsql1010odbc.so's config file in a text editor (either in $HOME/.1010data/config or $TENTENODBC/config).
  2. Set "LogP=1;".
  3. Set "LogAppend=0;".
  4. Set "LogFile=/some/folder/you/have/write/permissions/to/myLog.txt;".
  5. Set "LogLevel=Debug+XML;".
  6. Save the changes to your config file.
  7. Make a copy of your config file, called myConfig.txt and delete the PWD line.
  8. Consider deleting old log files in the folder where you have configured the ODBC driver to log, in step 9 we only want the log files that pertain to the issue you are experiencing.
  9. Reproduce the issue you are experiencing.  If you have setup your config with the settings described above the driver will produce two files myLog-########-#.txt and myLog-########-#.txt.1010xml where the #'s can be any number or letter.
  10. Log into the 1010data Support Portal at https://support.1010data.com. Click Create New Ticket. Take myLog-########-#.txt, myLog-########-#.txt.1010xml and myConfig.txt (if you didn't clean up your log folder during step 7 remember to only include the newest files!) and include those files as attachments to your support ticket.