Information collected with the Contact Support button

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What information is collected for the Contact Support request?

Starting with OLI Security 3.2.6 and OLI Products 9.2.6 you can now provide the state of the OLI software on your computer directly to OLI. This is now accomplished via a new button on the OLI Help>About dialog or from various error dialogs. Although the data is collected automatically, you will still be in control of actually sending the data to OLI. OLI would never send data about your computer without your permission. The data is either sent first by Email or then by an FTP-like protocol to the OLI servers. The data is sent confidentially.

Here is the location of the new button on the Help>About dialog:

2015-09-22 13-58-17.png


Clicking the Contact Support button will give you a new dialog:

2015-09-22 14-02-35.png

Please enter the text fields. A comment as to what you were doing is also helpful.


Here is a sample of the data collected and sent to OLI


General Information

Company: OLI Systems. User: James Berthold Email: james.berthold@olisystems.com Phone: Comments: Test


Security Information

This is data primarily about the products enabled by the stand-alone or client serial numbers. The example below is for a network version. The stand-alone or client serial number is displayed.

[Security Info] SerialNumber

V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX

No Expiration Date

Network License Server Client

Protection Key: HASP SL, ID = LS5400002

  • \DatabankPublicStandard
  • \DatabankPublicExtended
  • \FullAccess
  • \DatabankMSEPubStandard
  • \CorrosionRates
  • \ReferenceStateProperties

OLIEngine

OLIEngine\AllianceEngineDeveloper

OLIEngine\Generic

OLIEngine\Toolkit

ESP

CSP

ScaleChem

StreamAnalyzer

StreamAnalyzer\Tester

CorrosionAnalyzer

CorrosionAnalyzer\Automation

SCOREAnalyzer

SCOREAnalyzer\SCORETemplateCreation

StudioScaleChem

StudioPIPESIM

CCModeler

OLIBridge

OLIHighTemp

EVSAnalyzer


Network Information

This information is about the network connections if you have this version. Stand-alone versions will not display this information. The server serial number will be displayed.

Network Security Server Binding

'ncacn_ip_tcp:granite[12345]'

Network Security Information

Expiration Date = 12/31/2015

Serial Number = V2-YYYY-YYYY-YYYY-YYYY-YYYY-YYYY

Hardlock ID = LS5400002


License Usage

If permitted by your administrator, the license count for the products is also displayed.


Products Max Used Avail
CorrosionAnalyzer 25 2 23
ESP 25 0 25
EVSAnalyzer 25 2 23
OLIEngine 25 2 23
ScaleChem 25 0 25
StreamAnalyzer 25 2 23


Operating System Information

We will collect information about your operating system.

[System Info] Windows 7 Professional (6.1.7601) Service Pack 1

System type: 64-bit Operating System

Available Memory 2475796 KB

Total Memory 4194303 KB

Swap File Used 0 KB

Swap File Max. 4194303 KB


OLI Plug-ins Installed

OLI uses some plug-ins (which OLI authored) and they are listed next.

[Program Options] OLI Studio Plug-Ins

Name: Stream Analyzer (Installed)

Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StreamAnalyzer.olx

Version: Build 9.2.4


Name: Corrosion Analyzer (Installed)

Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\CorrosionAnalyzer.olx

Version: Build 9.2.4


Name: EVS Analyzer (Installed)

Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\EVSAnalyzer.olx

Version: Build 9.2.4


Name: Studio ScaleChem (Installed)

Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StudioScaleChem.olx

Version: Build 9.2.4


Name: OLI File Viewer (Installed)

Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\DbsFileViewer.olx

Version: Build 9.2.4


Program Load Log

We will copy the information you see on the OLI Splash Screen.

[Log] Loading 'OLIEngine'.

Loading 'StreamAnalyzer'.

Loading 'CorrosionAnalyzer'.

Loading 'EVSAnalyzer'.

Loading 'StudioScaleChem'.

Loading 'StudioPIPESIM'.


DLL Loads

The DLL files that OLI loads is also captures. Most of these files are authored by OLI Systems but a few are part of the operating system. The version number of the DLL is also captured. The following is only a partial list of what we collect.

ExePath=C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\OLIStudio.exe

RegistryKeyName=OLI Studio 9.2

ProductName=OLI Studio

SerialNumber=V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX

SerialData=

SecurityOptionToCheck=

VersionMajor=9

VersionMinor=2

VersionRevision=4

VersionBuild=0

HasDocumentsDirectory=true

DocumentsDirectoryPath=

HasSamplesDirectory=true

SamplesDirectoryPath=

RegUseSecurityKey=true

AllowAutoLogin=true

CommonFilesPath='C:\Program Files (x86)\Common Files\OLI Systems\'

Files in - 'C:\Program Files (x86)\Common Files\OLI Systems\'

OLIClientSecurityProvider.dll - [3.2.5] OLISecurity

OLIHtmlHelp.dll - [1.0.3] OLI HTML Help Support Library

OLIProcessSecurityProvider.dll - [3.2.5] OLISecurity

OLIProcessSecurityV1.dll - [2.1.14] OLISecurity


Registry Entries

The OLI related registry entries from both current user and local machine are captured. This example is only a partial list:

[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\Application]

"TemplatesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Templates"

"SerialNumber"="V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX"

"SamplesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Samples"

"SerialNumberTimeStamp"="10-1-2014 11:04:48"

"SerialData"=""


[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\Database]

"FileName"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\AccessDB\\OLI Database.mdb"


[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\PlugIns]

"PlugInCount"=dword:00000000


[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\Solver]

"SYSESP"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Databanks"

James Berthold