Support is sometimes asked to resolve an issue based on a single line in a log file, like this:
[1/5/12 11:20:50:805 EST] 00000191 LTPAServerObj W SECJ0371W: Validation of the LTPA token failed because the token expired with the following info: Token expiration Date: Thu Jan 05 11:19:00 EST 2012, current Date: Thu Jan 05 11:20:50 EST 2012.
Not infrequently, the single log entry is pasted in to a Microsoft Word document and the doc file is sent in.
It is all but impossible to resolve an issue with one log entry, even if it is a stacktrace that results from an exception.
Unless you include screenshots, don't copy all or part of a log file to a word processing document. Save time by skipping that step. Upload log and trace files in their original text format since support is going to ask for them anyway. If you're not sure which file the error code or message you are concered about appears in, send complete copies of the most recent SystemOut.log and SystemErr.log.