This documentation supports the 20.02 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Analyzing upgrade installation logs

An upgrade installation has additional log files. These log files are available in your installation directory under the Logs directory.

Important

If you are upgrading and you specify the same directory for your installation as you specified for your previous installation, the contents of the old Logs directory will be backed up and placed in the BackUp directory, and a new Logs directory will be created.

Related topics

Troubleshooting-the-installation-migration-or-upgrade

Working-with-logs

Review the following log files:

  • BMCServiceRequestManagement.html contains a high level overview.
  • BMCServiceRequestManagement_apps.log contains complete install details information.
  • BMCServiceRequestManagementUpgrade_error.log contains error information.
  • BMCServiceRequestManagementUpgrade.log contains information specific to Service Request Management.

If you have problems during an upgrade installation, send the BMCServiceRequestManagementLogs.zip output file from the temp directory to Customer Support on request. The path to the zipped log appears below the Zip Logs button. For more information, see Collecting-diagnostics-in-a-zip-file.

To troubleshoot upgrade issues:

  • Review the information in Analyzing-logs.
  • Check the memory usage of your server during the upgrade. If you see a malloc failed error, increase the virtual memory on your server.

Tip

To check memory usage, use the Windows Task Manager on Windows, or the Top command on UNIX.

 

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