Collecting diagnostics in a zip file

Writer: Verify that all sections of this topic apply to your product and update as appropriate.

Ensure that you create the _runningTheMaintenanceTool topic in your inclusions library. You can copy the template for this file from the inclusions library in this content model.

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.

   Show steps.

   You can run the Maintenance Tool in a graphical user interface or from the command line.

   To run the Maintenance Tool in a graphical user interface

   • (Windows) Go to the <Writer: enter the folder path for your product> folder, and run the productMaintenanceTool.cmd file.
   • (UNIX) Go to the <Writer: enter the directory path for your product> directory and run the ./productMaintenanceTool.sh file.
   • (Product installation DVD) Run the tool from the utility directory.

   To run the Maintenance Tool from the command line

   • (Windows) From the <Writer: enter the folder path for your product> folder, run <product>MaintenanceTool.cmd with the -silent option.
   • (UNIX) From the <Writer: enter the folder path for your product> directory, run ./<product>MaintenanceTool.sh with the -silent option.

   To learn about command-line options

   To learn about available command-line options, use the -help or -? option when you run the command.

   Examples:

   • TrueSightPServerMaintenanceTool.cmd -help
   • ./TrueSightPServerMaintenanceTool.sh -?
2. In the Maintenance Tool, click the Logs tab.
3. Click Zip Logs.

4. Send the productLogs.zip output file from the temp (tmp) directory to BMC Support.

   Warning

   Note

   To unzip the productLogs.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 product folder (where the Maintenance Tool is located).
2. Enter one of the following commands:
   • (Windows) <product>MaintenanceTool.cmd -silent -logs -zip_logs "-output_file=%TEMP%\<product>.zip"
   • (UNIX) ./<product>MaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/<product>.zip*
3. Send the productLogs.zip output file from the temp (tmp) directory to BMC Support.