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App Control: Collecting Historical Logs for Server Troubleshooting (Remotely)

App Control: Collecting Historical Logs for Server Troubleshooting (Remotely)

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

  1. 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?
  2. Collect App Control Server logs:
    1. Log in to the App Control Console.
    2. Browse to: https://ServerAddress/support.php
    3. Go to the Diagnostics tab > Click on "Snapshot Server Logs".
    4. From the right-hand menu > Related Views > Click on “Available log files".
    5. Save copies of the files with today's Request Date and the File Name:
      • PHPErrors-TIMESTAMP.log
      • ReporterLog-TIMESTAMP.log
      • ServerLog-TIMESTAMP.bt9
  3. Collect the Windows Application and Windows System logs.
  4. Collect the most recent IIS Logs.
  5. Upload the collected logs to the Vault and provide an update on the relevant Support Case.

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Creation Date:
‎11-20-2018
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