TraceParts help

This page explain which informations are usefull to help technical support solve the problems.

All information (and files) can be send to support@traceparts.com. Please provide your licence number if you own one.

User Information

These are mainly the answers to the following questions:

Has TraceParts already worked properly on the computer?
Did some hardware changes have been done on the computer lately? (like: adding RAM, Harddrive change, new LAN card, etc)?
Did some software changes have been done on the computer lately?(even if those changes were not about TraceParts)?
How did you start TraceParts? (from your CAD program, from the desktop?)
What did you do to get the problem?
Does the problem always occur? (can it be reproduced)
Does the problem occur with other user profiles?
etc.

Obviously, you can add any information you wish to the above liste. Any extra information are welcome.

Computer informations

Configuration

Windows version(please specify service pack)?
Is it a 64bits edition?
Internet Explorer version (even if it is not used)?
CAD software installed on the computer, even if they are not used with TraceParts. Please, for each of them, specify:
- Its name, (example: CATIA),
- Its version (example: V5R17SP1)
- If it is a 64bits edition,

Network

Is the computer part of a domain?
Is the computer connected to Internet?
Is there a firewall installed (and runnning) on the computer (the one embedded in WIndows or another)? which one?

User profile

Which permissions have the user that encountered the problem?
Is the user profile a roaming profile?
Is the user profile a mandatory profile?

Software environment

Are there other programs like TraceParts (also called "addins") installed with the different CAD software on the PC?
Are some of CAD software installed connected to a PDM/PLM system(if yes, which one? eg: Smartteam, TeamCenter, PDMWorks, etc.)?

TraceParts configuration

What is your licence number (if you have one)?
Which version of TraceParts do you currently use?
Were there previous versions of TraceParts installed on the PC?

If yes, which?

Is the installation type a complete installation?
What is the path to the parts?
Among all the installed CAD programs, which one have been checked during TraceParts installation?
For which CAD software is TraceParts set for?

If it is CATIA V5:

What is the value of the system environment variable "TrCATIAPath"?
What is the value if the system environment variable "Path"?

If it is Think design:

What is the value of the system environment variable "TrThinkDesignPath"?
What is the value if the system environment variable "Path"?

If it is Pro/Engineer:

What is the path to the "ProtK.dat" file located in sub directory "text" of the installation folder of Pro/Engineer?

Registry extracts

To extract the information about TraceParts from the registry:

Log as administrator,
Go to "Start" menu, then select "Run.."
Enter "regedit" (without quotation marks) in the "Run" dialog box
Click "ok" button
The registry editor will then open

WARNING:
Operations below will change registry information. Registry is a very sensitive place in Windows, please read carefully instructions below before proceeding.
We will not be responsible if any damage occurs.
Contact us if any doubt.

Once in the registry editor:

Select "HKEY_CURRENT_USER\Software\Trace Software" folder, right clic it and select "Export" in the menu.
Select a place to copy the registry extract to,
Name "HKCU" this extract, click "ok" button
Select "HKEY_LOCAL_MACHINE\Software\Trace Software", folder, right clic it and select "Export" in the menu.
Select a place to copy the registry extract to,
Name "HKLM" this extract, click "ok" button
Close the registry editor.

Installation log files

All installation log files (file with .log as extension) are located in a "setup" folder, whose default location is in the TraceParts installation folder

This "setup" folder is the one to send us(zipped please).

Important:

If the catalogs are not installed to their default location, another "setup" folder will be created there. Please send it us as well.

System requirements	Installation/Uninstallation	Quick start	Registration
Interface	Configuration	Use	Advanced use
FAQ	Troubleshooting	Glossary


Usefull information for technical support (back to "Troubleshootings") This page explain which informations are usefull to help technical support solve the problems. There are two kinds of information: The "user" informations which tell what the user did to get the problem. They are provided by the user notes and remarks, that is why it is very important as many details as possible. The "Computer" informations, which come directly from the computer and give the state of the computer. These information are usually provided by registry extracts, install log files or screenshots. All information (and files) can be send to support@traceparts.com. Please provide your licence number if you own one. User Information These are mainly the answers to the following questions: Has TraceParts already worked properly on the computer? Did some hardware changes have been done on the computer lately? (like: adding RAM, Harddrive change, new LAN card, etc)? Did some software changes have been done on the computer lately?(even if those changes were not about TraceParts)? How did you start TraceParts? (from your CAD program, from the desktop?) What did you do to get the problem? Does the problem always occur? (can it be reproduced) Does the problem occur with other user profiles? etc. Obviously, you can add any information you wish to the above liste. Any extra information are welcome. Computer informations Configuration Windows version(please specify service pack)? Is it a 64bits edition? Internet Explorer version (even if it is not used)? CAD software installed on the computer, even if they are not used with TraceParts. Please, for each of them, specify: Its name, (example: CATIA), Its version (example: V5R17SP1) If it is a 64bits edition, Network Is the computer part of a domain? Is the computer connected to Internet? Is there a firewall installed (and runnning) on the computer (the one embedded in WIndows or another)? which one? User profile Which permissions have the user that encountered the problem? Is the user profile a roaming profile? Is the user profile a mandatory profile? Software environment Are there other programs like TraceParts (also called "addins") installed with the different CAD software on the PC? Are some of CAD software installed connected to a PDM/PLM system(if yes, which one? eg: Smartteam, TeamCenter, PDMWorks, etc.)? TraceParts configuration What is your licence number (if you have one)? Which version of TraceParts do you currently use? Were there previous versions of TraceParts installed on the PC? If yes, which? Is the installation type a complete installation? What is the path to the parts? Among all the installed CAD programs, which one have been checked during TraceParts installation? For which CAD software is TraceParts set for? If it is CATIA V5: What is the value of the system environment variable "TrCATIAPath"? What is the value if the system environment variable "Path"? If it is Think design: What is the value of the system environment variable "TrThinkDesignPath"? What is the value if the system environment variable "Path"? If it is Pro/Engineer: What is the path to the "ProtK.dat" file located in sub directory "text" of the installation folder of Pro/Engineer? Registry extracts To extract the information about TraceParts from the registry: Log as administrator, Go to "Start" menu, then select "Run.." Enter "regedit" (without quotation marks) in the "Run" dialog box Click "ok" button The registry editor will then open WARNING: Operations below will change registry information. Registry is a very sensitive place in Windows, please read carefully instructions below before proceeding. We will not be responsible if any damage occurs. Contact us if any doubt. Once in the registry editor: Select "HKEY_CURRENT_USER\Software\Trace Software" folder, right clic it and select "Export" in the menu. Select a place to copy the registry extract to, Name "HKCU" this extract, click "ok" button Select "HKEY_LOCAL_MACHINE\Software\Trace Software", folder, right clic it and select "Export" in the menu. Select a place to copy the registry extract to, Name "HKLM" this extract, click "ok" button Close the registry editor. Installation log files All installation log files (file with .log as extension) are located in a "setup" folder, whose default location is in the TraceParts installation folder This "setup" folder is the one to send us(zipped please). Important: If the catalogs are not installed to their default location, another "setup" folder will be created there. Please send it us as well. [ Back to the top ]