Collecting log files and information for troubleshooting

BMC Virtual Chat includes the Logs Collector, a servlet that automatically collects diagnostic data. When you have an issue and need to send BMC Support log files to help troubleshoot the issue, use the Logs Collector to gather the following files and information which is downloaded in a zip file:

• Tomcat logs by mask *.log
• Configuration class data
• ARData class data
• Java version and type
• Program D web.xml file

Before you begin

You must have Tomcat 7 or later to use the Logs Collector.

To set up access

Access is restricted to the ChatAdmin Tomcat role. 

1. From the BMC Mid Tier server, open the tomcatInstallDirectory/conf/tomcat-users.xml file in a text editor.

2. Add the following tags to the <tomcat-users> section.
   

     <role rolename="ChatAdmin"/>
     <user username="adminName" password="adminPassword" roles="ChatAdmin"/>

   Note

   Do not change the value for the rolename parameter.

   The result should look like the following example:
   

   <tomcat-users>
     <role rolename="ChatAdmin"/>
     <user username="calbrouser" password="calpass" roles="ChatAdmin"/>
   </tomcat-users>

    

3. Save the file.
4. Restart the Tomcat server.

To use the Logs collector

1. In a web browser, enter the Logs Collector URL: http://midTierServerName:portNumber/eschat/rest/diagnostics/collect.
   Example: http://cal-vm1-mt:8080/eschat/rest/diagnostics/collect 
2. Click on the link to download the zip file.

The compressed archive of collected files stays in %tomcat%/bin folder. You should deleted it manually after it is no longer needed.

If you see 401 or 403 HTTP response errors, then tomcat-users.xml is not properly configured, or you need to restart Tomcat.