Troubleshooting an installation by using the log files
This topic describes how to troubleshoot an installation failure using the log files.
Before you examine the log files, note the following points:
- In general, the contents of the log files are error or warning messages. Error and warning messages have
[ messageType ]prefixes — for example, [ SEVERE ], [ ERROR ] or [ WARNING ] — that indicate the category of the message. Included with the prefix is a timestamp or called routine, if applicable. Installation step outlines have no prefixes
- Look out for the
[ messageType ]prefixes — particularly, [ SEVERE ], [ ERROR ] or [ WARNING ] — which indicate failures. You should then look at the entries immediately preceding these entries to determine the point at which the installation failed.
- To the the contents of the log files, click View logs on the last screen of the installer. Click the Severity column to sort the log entries by severity and look for failures.
- To avoid errors when opening the installation log files while installation is in progress, use a text editor other than Microsoft WordPad.
- If you find any errors in the installation log file (Productname_install_log.txt), look for the failed command two or three lines before the error.
- Note the name and location of the error log file from the command.
- If you find an indication of cascading failures, review the error file to obtain more complete information about the source of the errors.
- For failures related to the AR Server APIs, review the arerror.log file and armonitor.log file.
- For any database related error look into the database error logs file (in the \db folder).
Use the Maintenance Tool specific to the component of the BMC Remedy IT Service Management Suite to collect and zip the log files. A .zip output file is created in the temp directory. You can send this file to Customer Support, if needed. For more information, see Collecting logs, diagnostics and performing system health check using the Maintenance Tool.
To get a consolidated diagnostic for all the components in the ITSM Suite, zip all logs using the Maintenance Tool.