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Downloading log files for service offering instance failures

If the service offering instance (SOI) fails, a cloud administrator receives email notifications from BMC Cloud Lifecycle Management. The troubleshooting hyperlink in the email directs an administrator to the Activity Logs on the BMC Cloud Lifecycle Management End User Console. From the console, you can download the collective log files to determine the accurate reason as to why the SOI provisioning failed. 

The following BMC Communities video (6:29) demonstrates the information discussed in this topic.


Before you begin

Before you begin, ensure that NSH library is installed on the Cloud Platform Manager server. 

New properties to support downloading log files for service offering instance failures

You can update the cloudservices.json properties file on the Platform Manager to specify attributes for downloading log files for service offering instance failures. 


On the Platform Manager, the cloudservices.json properties file is available at the C:\Program Files\BMC Software\BMCCloudLifeCycleManagement\Platform_Manager\configuration\cloudservices.json location. 

The following attributes are added to the cloudservices.json properties file to support downloading logs for SOI failures:

PropertiesDescriptionDefault value
LogPurgeFrequencySpecifies the rate (in seconds) at which the troubleshoot logs purge
task runs
LogRetainPeriodSpecifies the time (in seconds) to retain the troubleshooting logs for
a task

Specifies the location where the troubleshooting logs are archived

By default, the logs are archived at the following location:

C:\Program Files\BMC Software\

For Windows, if you want to specify a different location,
ensure that you use double back or front slashes to
specify the location.

For example: C:\\Program Files\\BMC Software\\troubleshoot

For Linux:

LogParsingLimitWhile analyzing logs, specifies the size (in KB) out of the complete log
is to be considered for parsing

To view log files based on each transaction ID

To view the log files for BMC BladeLogic Server Automation based on each transaction ID, you must run the following command on the server where BMC BladeLogic Server Automation is installed. 

  1. On the BMC BladeLogic Server Automation server, go to the NSH prompt and enter the following command:

    Windows: blasadmin –a.
    Linux: ./blasadmin -a

  2. Type the following command.

    set logging logformat TID

    By default, the logging format is default. You need to change it to TID to ensure transaction IDs for a BSA job are captured in the logs. 

  3. To verify whether the logging method is set to TID, use the following command. 

    show log format

    The status is displayed as [Logging]
    The following figure displays the sample command for Windows:

    The following figure displays the sample command for Linux:

To download logs for service offering instance provisioning failure

When a service offering instance provisioning fails, you can download the log files for BMC BladeLogic Server Automation, BMC Network Automation and, BMC Cloud Lifecycle Management with a single click.

  1. From the new My Cloud Services console, on the Resources page, click Activity Log to view the failed SOIs.
    In the email notification, which you receive as an administrator for a failed SOI, click the troubleshooting link to access the Activity Log. 
  2. Click Troubleshooting Information.
    The following figure shows the Troubleshooting Information dialog box.
  3. Click Download Logs

Related topics

Retrying provisioning service offering instances

Key log files for troubleshooting

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.