Environment
- App Control Server: All Supported Versions
- Microsoft Windows Server: All Supported Versions
- Microsoft Internet Information Services (IIS): All Supported Versions
Objective
To remotely collect historical App Control Server logs for troubleshooting.
Resolution
- Gather the following information:
- What is the OS version and build of the application server where the App Control Server is installed?
- What is the total system memory of the application server?
- What is the total free disk space on the drive App Control Server is installed on?
- What version of the App Control Server is currently installed?
- Is the SQL database located on the same server as the App Control Server?
- What version of SQL Server is hosting the App Control database? Is it patched to the latest Cumulative Update?
- What is the maximum memory set for SQL Server?
- What error message or events are you receiving regarding this issue?
- When did the error messages/events/issue start?
- Were there any new changes on the server(s) or the network recently?
- Collect App Control Server logs:
- Log in to the App Control Console.
- Browse to: https://ServerAddress/support.php
- Go to the Diagnostics tab > Click on "Snapshot Server Logs".
- From the right-hand menu > Related Views > Click on “Available log files".
- Save copies of the files with today's Request Date and the File Name:
- PHPErrors-TIMESTAMP.log
- ReporterLog-TIMESTAMP.log
- ServerLog-TIMESTAMP.bt9
- Collect the Windows Application and Windows System logs.
- Collect the most recent IIS Logs.
- Upload the collected logs to the Vault and provide an update on the relevant Support Case.
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