Collecting diagnostics in a zip file

The Log Zipper utility is a part of the  Maintenance Tool and has information that is necessary for troubleshooting the  components. It collects log files, configuration, diagnostic information, and environment information in a zip file. This simplifies the process of providing diagnostics to other administrators or to BMC Support for analysis, who use them to help you debug your system.

Related topics

Troubleshooting

Support-information

Use the Log Zipper utility for failures related to installation as well as failures that can happen post-installation. Because the zipped log file name is based on date and time, you can overwrite the zip file if you run the logzipper command at intervals less than one minute apart. You can zip  installation logs as well as logs of other installed components.


Important

  • If you are running a Telnet session, you must open a new Telnet window to view logs or prepare log files for BMC Support.
  • If you set IATEMPDIR environment variable to a directory other than the default temporary directory, use the Log Zipper to zip the log files that are saved to the directory to which IATEMPDIR is set.
  • The Maintenance Tool and Log Zipper are installed and upgraded with the product. They cannot be installed or upgraded independent from the product. The Registry Version and Model Version are different from the product version. The features available in the Maintenance Tool are determined by:
    • Version of Common Install Framework
    • Version of the product which uses them
    • Features utilized by the product
  • The Log Zipper output file generated by an earlier version of the Maintenance Tool can be viewed by a later version of the Maintenance Tool.
  • The Registry Version in the ProductRegistry.xml file and the Model Version in the OperatingSystemData.xml file indicate the version of the Log Zipper used to create the file. In general, it is easier to note the version of the product in the Product Registry to know what features are available in the Maintenance Tool, and ignore the Registry Version and Model Version.

To run the Maintenance Tool

The Maintenance Tool can be launched in a normal manner as well as in silent mode.

Important

  • If this is a new installation, the Maintenance Tool resides in the installation directory under<BMCAtriumCoreInstallationDirectory>\atriumcore_home\atriumcore.
  • If this is an upgrade, the Maintenance Tool might reside in a folder named for your server. For example, a Microsoft Windows installation directory path might be C:\Program Files\BMC Software\AtriumCore\w23ee-doc-vm01\atriumcore.
  1. Access the system where  is installed.
  2. Navigate to the directory where  is installed.
    This is the directory identified by the environment variable ATRIUMCORE_HOME.
  3. Change directories to the atriumcore directory.
  4. Run the Maintenance Tool:
  • On Windows, navigate to your installation directory and double-click AtriumCoreMaintenanceTool.cmd.
  • On UNIX, navigate to your installation directory and run ./AtriumCoreMaintenanceTool.sh.

Each time you run the  installer or uninstaller, a log file is created and a tab in the Maintenance Tool is created. The name of the tab reflects the date and time the installer or uninstaller is run.

In each log, errors are highlighted in red, and warnings are highlighted in yellow.

 

To run the Maintenance Tool in silent mode

You can run the  Maintenance Tool in silent mode by entering the -silent parameter at the command line. You can use the -silent option to run the log zipper, encryption, or DSO mappings.

  1. Open a command window and then navigate to the directory where the  Maintenance Tool is installed.
    If this is a new installation, the Maintenance Tool resides in the installation directory under <bmcAtriumCoreInstallationDirectory>\atriumcore_home\atriumcore.
  2. Run the installer with the -i silent option. 
    On Windows, enter:
    AtriumCoreMaintenanceTool.cmd -i silent <tabName> <commandName>

    On UNIX, enter:
    AtriumCoreMaintenanceTool.sh -i silent <tabName> <commandName>

    For example, to run the log zipper for , enter:
    AtriumCoreMaintenanceTool.cmd -i silent -logs -zip_logs

    By default, the output is zipped and then stored in the Users profile folder. For example:
    C:\Users\Administrator\AppData\Local\Temp\2\AtriumFoundationLogs.zip

  3. To specify a different output file name or location, add the -output_file=<output_file_option> parameter. For example:
    AtriumCoreMaintenanceTool.cmd -i silent -logs -zip_logs -output_file=C;\AtriumCore7700.zip
    To display help, enter AtriumCoreMaintenanceTool -help.

To set the maximum size limit for the zip file 

  1. In the Maintenance Tool, navigate to the Max Zip Size (in MB) field.
  2. In this field, enter the maximum size that you want for every zip file that gets created.
    • By default, the Max Zip Size (in MB) field is populated with 1024 MB. You can change this value. 
    • If you enter zero in the Max Zip Size (in MB) field, a single zip file is created instead of multiple zip files.
    • Do not use the decimal values while entering the maximum size. 

When you specify the maximum zip size (in megabytes), each zip file is created with the specified size and is serially numbered as 1, 2, 3 and so on. 

For example, when you set the Max Zip Size (in MB) to 10 MB, when a zip file reaches 10 MB, a new file is created and is named as AtriumCoreLogs.z01,  AtriumCoreLogs.z02, and so on.

This makes it easier to send the zip files to BMC Support.

To run the Log Zipper utility by using the Maintenance Tool

  1. In the  Maintenance Tool, click the Logs tab.
  2. Click Zip Logs.
    To prepare the log files from the command line, navigate to the directory where  Maintenance Tool is installed, run the following command to have the logs zipped and created in the TEMP directory:
    • Windows: AtriumCoreMaintenanceTool.cmd -console -logzipper
    • UNIX: ./AtriumCoreMaintenanceTool.sh -console -logzipper
      In the TEMP directory (Windows) or the /var/tmp servers folder (UNIX), a zip file is created with the date and time appended to the file name: AtriumCoreLogs_mmddyyyy_hhmmss.zip.
  3. Provide the AtriumCoreLogs_mmddyyyy_hhmmss.zip output file, located in your temp directory, to BMC Support.

To run the All Log Zipper utility by using the Maintenance Tool

  1. In the  Maintenance Tool, click the Logs tab.
  2. Click Zip All Logs.
    In the TEMP directory (Windows), the /var/tmp/ server folder (HP-UX and Solaris), and /tmp (Linux and AIX) servers folder, a zip file is created with the date and time appended to the file name: AllLogs-<machine name>.zip.
  3. Provide the AllLogs-<machine name>.zip output file, located in your temp directory, to BMC Support.

To run Log Zipper utility from the command line

  1. Open a command prompt, and change to the path where the Maintenance Tool resides. See To run the Maintenance Tool.

  2. Enter one of the following commands
    (Windows) %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_logs –max_zip_size=1000
    (Windows) %ATRIUMCORE_HOME%\atriumcore\AtriumCoreMaintenanceTool.cmd --silent --logs --zip_all_logs –max_zip_size=1000

    (UNIX) $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs -zip_logs –max_zip_size=1000
    (UNIX) $ATRIUMCORE_HOME/atriumcore/AtriumCoreMaintenanceTool.sh --silent --logs --zip_all_logs –max_zip_size=1000

Run Log Zipper from the command line to collect diagnostics to a file without launching the Maintenance Tool. This procedure is useful when issues prevent launching or using the Maintenance Tool user interface.

Send the single zip file (.zip) or multiple zip files (.zip) and part files (.z01, .z02,...z0n) to BMC Support.

Important

If you do not specify the -max_zip_size parameter in the command, the system uses the default value (1024 MB). If you do not want to create multiple zips, enter 0 as the –max_zip_size parameter value. 

To troubleshoot issues with zipping logs

  1. Verify that there is sufficient space in the temp directory.
    Log Zipper will collect files and create the zip file in the user temporary directory.
  2. Remove older or unnecessary files from the product logs directory.
    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.
  3. To search for errors in the Maintenance Tool, click Configuration Log in the log viewer. Errors encountered by the Maintenance Tool are written in the configuration log.
  4. In the Configuration Log, select Edit > Filter to filter details that contain the entry Adding file.
    In the filtered log entries, to see if an error was encountered, check what was the last file or directory that the Log Zipper attempted to add.

To send the zip files to BMC Support

When an issue occurs, an administrator can send the logs generated by the log zipper utility or browser logs to BMC Support.

Logs generated by the Log Zipper utility

  1. Copy all the generated log files that includes .zip files. 
    The Log Zipper utility creates part files such as .z01, z02 along with the zip files. 
  2. Send all these files to BMC Support.

Important

The unzip process fails if any of the generated zip file is misplaced or deleted during the copy or transfer process. In this case, you must run the Log Zipper utility again to collect the logs.

Browser logs

To troubleshoot an issue, the BMC Support team might require additional information about the network requests and response. These details are recorded in the browser logs and can be easily shared in HAR format. 

To save time in the troubleshooting process,

  1. From your browser, open the developer tools console.
  2. Export the logs in HAR format.
  3. Add the browser logs to your support request ticket.

Important

The exported browser logs might include sensitive browser data like saved passwords, cookies, and cached information.

 

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