This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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

Collecting diagnostics in a zip file

Use the Log Zipper, part of the Maintenance Tool, to collect diagnostics in a zip file to submit to Customer Support. The Log Zipper creates a collection of log files and file characteristics that Customer Support uses to help you debug your system.

To run the Log Zipper by using the Maintenance Tool

  1. Start the Maintenance Tool utility.
  2. In the Maintenance Tool, click the Logs tab.
  3. Click Zip Logs.
  4. Send the ARSystemLogs.zip output file from the temp (tmp) directory to BMC Support.

    Note

    To unzip the ARSystemLogs.zip file, use a utility such as WinZip to extract the files, or you might receive an error.

To run the All Log Zipper

  1. Start the Maintenance Tool utility.
  2. In the Maintenance Tool, click the Logs tab.
  3. Click Zip All Logs.
  4. Send the AllLogs.zip output file from the temp (tmp) directory to BMC Support.

    Note

    To unzip the AllLogs.zip file, use a utility such as WinZip to extract the files, or you might receive an error.

To run the Log Zipper by using the command-line interface

  1. In a command-line window, change to the <ARSystemServerInstallDir>\arsystem folder (where the Maintenance Tool is located).
  2. Enter one of the following commands:
    • (Windows)ARSystemMaintenanceTool.cmd -silent -logs -zip_logs "-output_file=%TEMP%\<product>.zip"
    • (UNIX)./ARSystemMaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/<product>.zip*
  3. Send the ARSystemLogs.zip output file from the temp (tmp) directory to BMC Support.

To troubleshoot issues with zipping logs

The Log Zipper collects the product configuration files and the log files needed for analysis. 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. Use the configuration tab for troubleshooting the issues of missing configuration files.

  1. Start the Maintenance Tool utility.
  2. In the Maintenance Tool, click the Logs tab.
  3. Click Zip Logs and wait for it to complete.
  4. Click Configuration Log to view the configuration log in the log viewer. Errors encountered by the Maintenance Tool are written in the configuration log.
  5. Choose Edit > Filter to filter on Details that contain Adding file.
  6. 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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Comments

  1. Peter Rutledge

    Works great!

    May 29, 2014 02:11