Contact support

If you checked the Troubleshooting section but are still having difficulties, you will need to create a log and send it to 1010data support.

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 you are using by running ConfigureODBC. See below for directions on accessing ConfigureODBC.

Once in the ODBC Driver for 1010data - DSN Configuration screen, click the License tab, and you will see the version number of the ODBC Driver.

You can find out what the latest version of the driver is by checking the CData change log.

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.

To create a log and contact support:

  1. Run the program ConfigureODBC in the directory C:\Program Files\Cdata\CData ODBC Driver for 1010data.
    The DSN Configuration screen appears.
  2. In the Advanced tab, under Logging, enter the following information:
    1. Logfile: Enter the name of your log file. The user using the DSN must have permission to write to this file. For this example, we will name the log file myLog.txt.
      By default, the new log file is placed in the directory C:\Users\[USERNAME]\AppData\Roaming\CData\C1010Data Provider\Schema.
      Note: You can move an existing log file to a different directory. However, you must point to the new directory within the DSN Configuration screen. Click the ellipsis () icon to the right of the log file name and select the new location of the log file.
    2. Verbosity: Enter the level of verbosity of the log file as follows:
      • A verbosity of 1 will log the query, the number of rows returned by it, the start of execution and the time taken, and any errors.
      • A verbosity of 2 will log everything included in verbosity 1, cache queries, and additional information about the request, if applicable, such as HTTP headers.
      • A verbosity of 3 will additionally log the body of the request and the response.
      • A verbosity of 4 will additionally log transport-level communication with the data source. This includes SSL negotiation.
      • A verbosity of 5 will additionally log communication with the data source and additional details that may be helpful in troubleshooting problems. This includes interface commands.

      Remember that the higher the verbosity, the slower the execution times.

    3. Log Modules: Enter the core modules to be included in the log file. Only the modules, separated by ';' are included. By default, all modules are included in the log file.
    4. Max Log File Size: Enter the maximum size the log file can be, such as 10 MB. When the limit is hit, a new log is created in the same folder with the date and time appended to the end of the file name. (An old log may be deleted, depending on the Max Log File Count value.) The default file size is 100 MB.
    5. Max Log File Count: Enter the maximum number of log files to keep. When the limit is hit, a new log is created in the same folder with the date and time appended to the end of the file name. The oldest log will be deleted. The default value is no limit.
    Your CData ODBC Driver for 1010data - DSN Configuration now looks similar to the following:

  3. Click OK.
  4. Reproduce the issue you are experiencing.  The driver will produce the file myLog.txt.
    Consider deleting old logging information if you are appending to an existing log file. We only want the information pertaining to the issue you are experiencing.
  5. Log into the 1010data Support Portal at https://support.1010data.com.
  6. Click Create New Ticket.
    The Submit a ticket screen appears:

  7. Complete the following fields:
    Requester This field lists the email address associated with your Insights Platform account. You can change the default email address.
    Subject Enter the subject of your support request.
    Priority (optional) Select the priority of your support request.
    Description Enter a detailed explanation of the question, problem, or request.
  8. Click +Attach a file and include your log file.
  9. Click Submit.
The 1010data support team will contact you to help you resolve your problem.