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

[#1]

Environment

• App Control (Formerly CB Protection) Server: All Versions

Objective

To remotely collect historical logs for troubleshooting the App Control Server.

Resolution

1. Gather the following information:
   • What version of the App Control Server are you running?
   • What version of SQL are you using?
   • Is the SQL database located on the same server as the App Control Server?
   • How much of that total RAM is dedicated to the SQL instance hosting the DAS database?
   • What error message or Bit9 events are you receiving regarding this issue?
   • When did it 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://<server name>/support.php 
   3. Go to the Diagnostics tab > Click on "Snapshot Server Logs"
   4. Click on “Available log files" from the right hand side "Related Views" menu
   5. Save copies of the following files having today's date:
      • PHPErrors-date-time.log
      • ReporterLog-date-time.log
      • ServerLog-date-time.bt9
   6. Collect Windows Application and System Event logs. 
   7. Upload all collected data to: https://community.carbonblack.com/t5/CB-Vault/gp-p/g-4922
   8. Once the upload completes, please comment in your case that the data is available for review.

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App Control: Collecting Logs Remotely for Troubleshooting CB Protection Server