Collecting Configuration Information and Logs for AR System. |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. In most cases, when you log a Case with BMC Technical Support, you will be asked for Configuration files, Environment Information, and Log files to attach to your Case. This Knowledge Article will help you understand the steps required to provide the correct information. This should ensure that your Case moves forward properly. Note: Depending on the particular symptoms of your problem, you may be asked to send multiple sets of logs and configuration files.
This is normal since it often takes multiple sets of logs to corroborate any findings. It is also useful to observe if the symptoms are changing at all, either because recommendations made to the environment have had some effect, or simply because different behaviors occurred at different times, Please perform the following steps to collect all the necessary information: 1. Collect the log files. A. Use the AR System Maintenance Tool to Zip All Logs. See this doc link for complete steps for AR System version 9.1 to run the "All Log Zipper". Also see here for version 9.0 and here for version 8.1. These steps are all similar. B. The Tool will generate a file called <TempDir>\AllLogs-<hostname>.com.zip which you will attach to the Case. For example, "C:\Temp\AllLogs-MyHost.domain.com.zip" Note: Support may ask you to enable certain logs and debugging levels as part of the steps. You can attach an initial set of logs to the Case and then after following the steps from Support, attach the resulting set. 2. Collect Configuration Files A. The Maintenance Utility will collect several of the configuration files for AR Server and the main plugin servers. If you are working on a problem related to another component, please collect those as well B. If you are using AR System version 9.x, you will need to export the contents of the Centralized Configuration form. For this check the below article: Remedy - Server - How can I export all my Centralized Configuration data into a single document? These steps will instruct you to create a Web Report that you can use in the future to simplify these steps. 3. Collect Environment Information A. Document the following information 1. AR System host Operating System including version, Service Pack, patch level 2. AR System host physical or dedicated resources including RAM, CPU cores, Disk Space 3. Database Information including vendor, version, patch, Unicode (Yes or No) Once you have collected this information, please update the Case with the files and information. If your collected files are too large to attach to the Case (>50MB) please upload them to the BMC FTP side. For this check the below article to know how to do this: BMC Remedy How to upload files on ftp.bmc.com |