This documentation supports the 9.1 to 9.1 Service Pack 3 version and its patches of BMC Atrium Core. The documentation for version 9.1.04 and its patches is available here.

To view the latest version, select the version from the Product version menu.

Collecting diagnostics using Log Zipper

The Log Zipper utility, which is a part of the BMC Atrium Core Maintenance Tool, collects log files, configuration, diagnostic information, and environment information to a zip file which is necessary for debugging. This simplifies the process of providing diagnostics to other administrators or to Customer Support for analysis, who use them to help you debug your system.

Important

  • If you set IATEMPDIR environment variable to a directory other than the default temporary directory, use the Log Zipper to zip the log files that are saved to the directory to which IATEMPDIR is set.
  • Version and Compatibility of Log Zipper and Maintenance Tool
    The Maintenance Tool and Log Zipper are installed and upgraded with the product. They cannot be installed or upgraded independent from the product. The Registry Version and Model Version are different from the product version. The features available in the Maintenance Tool are determined by:
    • Version of Common Install Framework
    • Version of the product which uses them
    • Features utilized by the product
    The Log Zipper output file generated by an earlier version of the Maintenance Tool can be viewed by a later version of the Maintenance Tool.
    The Registry Version in the ProductRegistry.xml file and the Model Version in the OperatingSystemData.xml file indicate the version of the Log Zipper used to create the file. In general, it is easier to note the version of the product in the Product Registry to know what features are available in the Maintenance Tool, and ignore the Registry Version and Model Version.

Use the Log Zipper for failures related to installation as well as failures that can happen post-installation. Because the zipped log file name is based on date and time, you can overwrite the zip file if you run the logzipper command at intervals less than one minute apart. You can zip BMC Atrium CMDB installation logs as well as logs of other installed components.

Note

If you are running a Telnet session, you must open a new Telnet window to view logs or prepare log files for BMC Customer Support.


To run the Log Zipper

  1. In the BMC Atrium Core Maintenance Tool, click the Logs tab.
  2. Click Zip Logs.
    To prepare the log files from the command line, go to the directory where BMC Atrium Core Maintenance Tool is installed, run the following command to have the logs zipped and created in the TEMP directory:
    • Windows: AtriumCoreMaintenanceTool.cmd -console -logzipper
    • UNIX: ./AtriumCoreMaintenanceTool.sh -console -logzipper
      In the TEMP directory (Windows) or the /var/tmp servers folder (UNIX), a zip file is created with the date and time appended to the file name: AtriumCoreLogs_mmddyyyy_hhmmss.zip.
  3. Provide the AtriumCoreLogs_mmddyyyy_hhmmss.zip output file, located in your temp directory, to BMC Customer Support.

To run the All Log Zipper using the Maintenance Tool

  1. In the BMC Atrium Core Maintenance Tool, click the Logs tab.
  2. Click Zip All Logs.
    In the TEMP directory (Windows), the /var/tmp/ server folder (HP-UX and Solaris), and /tmp (Linux and AIX) servers folder, a zip file is created with the date and time appended to the file name: AllLogs-<machine name>.zip.
  3. Provide the AllLogs-<machine name>.zip output file, located in your temp directory, to BMC Customer Support.

To set the maximum size limit for the zip file 

With BMC Atrium Core version 9.1.04, you can set the maximum size limit for the zip file using the Max Zip Size (in MB) field of the BMC Atrium Core Maintenance Tool. This action creates multiple zip files and makes it easier to send the zip files to BMC Customer Support.

When you specify the maximum zip size (in megabytes), each zip file is created with the specified size and is serially numbered as 1, 2, 3 and so on. 

For example, when you set the Max Zip Size (in MB) to 10 MB, each zip file is created (maximum size 10 MB) and is numbered as AtriumCoreLogs.z01,  AtriumCoreLogs.z02, and so on.

  • By default, the Max Zip Size (in MB) field is populated with 1024 MB. You can change this value. 
  • If you enter zero in the Max Zip Size (in MB) field, a single zip file is created instead of multiple zip files.
  • Do not use the decimal values while entering the maximum size.

To run Log Zipper from the command line

Run Log Zipper from the command line to collect diagnostics to a file without launching the Maintenance Tool. This procedure is useful when issues prevent launching or using the Maintenance Tool user interface.

The zip_all_logs command when available performs the same action as running Maintenance Tool and clicking Zip All Logs. This generates an archive file with the Log Zipper output file for each product installed on the system.

(For version 9.1.03.001 and earlier) Run the Log Zipper from the command line as shown below:

Windows: %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_logs
Windows: %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_all_logs
UNIX: $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs -zip_logs
UNIX: $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs --zip_all_logs

(For version 9.1.04 and later) Run the Log Zipper from the command line as shown below:

Windows: %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_logs –max_zip_size=1000
Windows: %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_all_logs –max_zip_size=1000
UNIX: $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs -zip_logs –max_zip_size=1000
UNIX: $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs --zip_all_logs –max_zip_size=1000

 

Send the single zip file (.zip) or multiple zip files (.zip) and part files (.z01, .z02,...z0n) to BMC Customer Support.

Note

If you do not specify the -max_zip_size parameter in the command, the system uses the default value (1024 MB). If you do not want to create multiple zips, enter 0 as the –max_zip_size parameter value. 

To send the zip files to BMC Customer Support

When an issue occurs, the administrator can send the logs to BMC Customer Support. Copy all the generated log files that includes .zip files. 
For version 9.1.04 and later, the Log Zipper utility create part files such as .z01, z02 along with the zip files. You must send all these files to BMC Customer Support. 

Note


The unzip process fails if any of the generated zip files is misplaced or deleted during the copy or transfer process. In this case, you must run the Log Zipper utility again to collect the logs.


To view installation and uninstallation log files

You can view the installation and uninstallation log files from the BMC Atrium Core Maintenance Tool.

  1. In the BMC Atrium Core Maintenance Tool, click the Logs tab.
  2. Click Install Log or Uninstall Log.
    A tab for each installation log or uninstallation log is displayed.
    To browse for a specific log file, click Browse to Log instead.
  3. Click the tab for the log you want to view.

To troubleshoot issues with zipping logs

  1. Verify there is sufficient space in the temp directory.
    Log Zipper will collect files and create the zip file in the user temporary directory.
  2. Remove older or unnecessary files from the product logs directory
    Many products configure Log Zipper to collect all files in a particular directory, which will increase the time to run and the size of the resulting file if there are many files in the directory.
  3. Open the Maintenance Tool configuration file and search for errors.
    In the Maintenance Tool, click Configuration Log to view the configuration log in the log viewer. Errors encountered by the Maintenance Tool are written in the configuration log.
  4. Choose Edit > Filter to filter on Details that contain Adding file.
  5. In the filtered log entries, check what was the last file or directory Log Zipper attempted to add to see if an error was encountered.
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