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App Control: Collecting Server Logs for Login or API errors

App Control: Collecting Server Logs for Login or API errors

Environment

  • App Control Console: All Supported Versions

Objective

  • "Something went wrong!" page error
  • "API authentication failed. Some pages will not be functional. Please try to log out and log in again."
  • "API appears not to be accessible."
  • Active Directory error
  • Username or password incorrect

Resolution

  1. Browse to https://<servername>/support.php and select the Diagnostics tab.
    • Select the "Snapshot Server Logs" button
    • Set logging duration: 30 Minutes
    • Debug Level: Verbose
    • Reporter Log Level: Minimum(default)
    • Script Debug Level: Verbose
    • Enable SQL Trace: Check the box
    • Start Logging
  2. Navigate to https://<SERVERNAME>/shepherd_config.php and set the following:
    Debugconsolecommunication: true
  3. Reproduce the error several times
  4. Go back to the Support.php page and "Stop Logging"
  5. On the right side under Related Views, select "Available Log Files".
  6. Save all files with today's date:
    • ReporterLog-date-time.log
    • ServerLog-date-time.bt9
    • PHPErrors-date-time.log
    • API-date-time.log
    • SQLTrace-date-time.csv
  7. Navigate to https://<SERVERNAME>/shepherd_config.php and set the following:
    Debugconsolecommunication: false
  8. If Syslog is enabled please restart the App Control Reporter Service due to a known issue that stops sending events after logging completes
  9. Optionally for API errors please collect the IIS logs from the App Control Application Server:
    C:\inetpub\logs\LogFiles\W3SVC45
  10. Please zip and upload all collected data to Cb Vault

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Creation Date:
‎05-09-2018
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