Environment
- App Control Server: All Supported Versions
Objective
To remotely collect high debug logs for troubleshooting the App Control Server.
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 High Debug App Control Server logs:
- Log in to the App Control Console and navigate to https://ServerAddress/support.php > Diagnostics
- Click the Snapshot Server Logs button to write existing logs and start a fresh log file.
- Set Server Logging as follows:
- Logging Duration: 30 Minutes
- All Debug Levels: High
- Enable SQL Trace
- Click Start logging & reproduce the issue.
- Return to https://ServerAddress/support.php > Diagnostics
- Click "Stop Logging Now"
- Click on “Available log files" from the right menu > Related Views > Save files:
API-TIMESTAMP.log
AppControlAD-TIMESTAMP.log
ReporterLog-TIMESTAMP.log
ServerLog-TIMESTAMP.bt9
SQLTrace-date-time.csv
- 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.
Additional Notes
- App Control Server 8.8.6 and earlier: Restart the App Control Reporter service due to a known issue causing it to stop sending events after debugging finishes.
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