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Errors can occur on a Simphony POS for various reasons, including service interruptions, network issues, updates, or unexpected user actions. Because the root cause isn't always immediately obvious from the front-end interface, workstation EGateway logs provide OTMS Support with the backend timeline needed to diagnose interface errors, payment failures, or configuration issues quickly.

This guide outlines practical methods for collecting EGateway logs from a POS workstation, along with configuration adjustments to improve long-term log retention.

You can download a PDF containing all of these instructions with screen shots here : Gathering Simphony Workstation Logs

Method 1: Upload Current WS Log via PMC

This secure and non-technical method is ideal when you need to save a log immediately and have PMC access on the workstation. Floor staff can be trained to perform this step whenever an interface error occurs. If OTMS has access to your EMC environment, support engineers can retrieve uploaded files directly from the workstation record without requiring an email attachment.

1. On the workstation where the issue occurred, launch PMC (typically found on a function screen, tab, or manager screen).

2. Navigate to the Support tab at the top.

3. Click Log Files.

4. Review the displayed current log.

5. Click Upload in the bottom left corner.

6. Add a comment explaining why the log was uploaded.

7. Click OK to upload the log directly to the Workstation record in EMC.

Note: This method uploads only the currently selected log. To locate the uploaded file in EMC, go to your Property Level > Setup > Hardware/Interfaces: Workstations, open the affected workstation record, and select the Service Log tab.

Method 2: Zip the EGatewayLog Folder from POS

Use this approach when you need a complete historical record of logs. Because logs rotate out when full, it is crucial to grab them promptly after an issue occurs.

1. Remote into the workstation or access it physically with a USB drive.

2. Minimize or close the POS application.

3. Open File Explorer and navigate to C:\Micros\Simphony\webserver\wwwroot\EGateway\EGatewayLog.

4. Create a compressed zip file of the EGatewayLog folder only (do not zip the parent EGateway folder).

5. Copy the zipped file off the workstation to share with OTMS Support.

Method 3: Enable Workstation Log Archiving

In high-volume locations or environments experiencing persistent issues like "zombie checks," standard logs can rotate out so quickly that they become useless for troubleshooting. Enabling log archiving automatically preserves historical logs.

1. On each Oracle POS workstation, navigate to C:\Micros\Simphony\webserver\wwwroot\EGateway.

2. Create a backup copy of web.config.txt before making any edits.

3. Open web.config.txt in a text editor and add the following four lines within the appSettings section:

4. Save your changes.

Warning: Do not copy the entire web.config.txt file directly between workstations, as it contains workstation-specific settings that can break the POS application if misconfigured.

Default Retention Settings:

• MinDiskUsedPercent (20): Oldest logs are removed when approximately 10% free space remains.

• MaxDiskUsedMB (100): Oldest logs are removed when approximately 100 MB of free space remains.

• DaysToKeep (21): Archived logs older than 21 days are automatically removed.

Once enabled, an AutoArchive folder is created within the EGatewayLog directory, where rotated logs are automatically zipped and stored. You may need to perform a Database Update and restart Simphony for these changes to take effect. If ServiceHost.exe fails to start, revert web.config.txt to your backup copy.

Method 4: Enable Property Parameter for Daily Log Uploads

This method automates log uploads to EMC without requiring manual intervention.

1. In EMC, navigate to Property Level > Setup > Parameters: Property Parameters, and open the Options tab.

2. Enable Property Parameter Option #63 (Enable Upload of Egateway and SPI Logs).

Warning: Leaving this option enabled indefinitely will cause every workstation to upload entire EGateway logs multiple times per day, which can clutter your database. It should only be enabled temporarily for diagnostic purposes.

General Tips for Faster Resolution

• Act Quickly: Retrieve logs as soon as possible after an incident occurs before they rotate out.

• Add Context: When uploading logs through PMC, always include a comment detailing the error message and any affected player names or account numbers.

Submitting a Support Request

When you are ready to open a case with OTMS Support, send an email to support@onthemarksolutions.net with your company name, site name, and a thorough description of the issue. Include the following details to expedite troubleshooting:

• Screenshots of any error messages displayed on the POS.

• Affected player or account numbers, if applicable.

• EGateway logs collected via one of the methods above.

• Any relevant OTMS interface or service logs (such as Order Status Board, Enterprise Portal, OTMData, or Gift Cards).

• Step-by-step instructions to recreate the issue, or a screen recording/video.