Resolving BCO and BPA issues faster through diagnostics
In many cases, technical support needs the product log files that provide additional information needed to isolate a particular problem amongst various product components. They are also needed when we escalate an issue to the development team.
Including logs and a screen shot of the error that you see (especially if it is in the GUI) when your ticket is opened will make your case move along faster to resolution and will save a lot of back-and-forth communication - before we even get to start working on your issue!
We see many cases where we only get a portion of a log in a screen shot. While this is may be helpful to describe the initial problem that appears to be happening, it does not always give us the complete picture, and we will most likely ask for the complete logs anyway. So, save yourself some time and send the complete logs if you can.
My memory is horrible and yours may be better, but either way, the links below will help you obtain the product logs which provide additional information to technical support and get your ticket progressing faster. This is not a complete list of every log, but certainly the most common. Sending the appropriate log(s) will certainly help us server you better.
Capacity Optimization Log Grabber– For problems with system components such as Scheduler, Datahub, Web.., technical support will usually ask for the Log Grabber output. Even if the UI version does not work, there is a command mechanism to obtain the log information. See: KA350888 In BCO, how do I gather the log files using log Grabber? (Requires support login)
Capacity Optimization ETL logs – The ETL’s that get executed in BCO have their own set of logs that describes activity. A problem related to your ETL usually means technical support will need configuration, deployment logs, and possibly Log Grabber output.
See: KA350895 How to gather BCO ETL logs. (Requires support login)
Performance Assurance Agent Logs – Agent/proxy logs from the server or console where data collection is having problems are most useful. Where it is a BPA console issue, a screen shot showing the error message is also helpful.
See: KA321920 Capturing the Perform log files from the remote node (Requires support login)
Performance Assurance Installation Logs
On UNIX/Linux: /var/tmp or /tmp directory
The install_dir/BPA_install_log.txt log. The log is created by the b1config[VVVV].sh script and will contain errors relating to the configuration stage of the installation. This log exists only if the install states it completed successfully and the product still does not work.
On Windows: %TEMP%\BPA_install_log.txt
Perceiver Logs – A screen shot showing what you see vs what you expected to see helps us determine the nature of the issue. If it is a Visualizer datasource being used, verify the data for the missing node(s) is actually present in Visualizer. If the data is present in the Visualizer database, then we’ll need the Perceiver logs;
See: KA299353 Initial debugging of BMC Perceive problems (Requires support login)
You can use the BMC Performance Perceiver maintenance tool to view the log files.
Perceiver Installation logs:
On Windows : %TEMP% - Log file created when you install Perceiver is perceiver_install_log.txt
On UNIX/Linux: /var/tmp - The log file created when you install BMC Performance Perceiver is perceiver_install_log.txt.
Visualizer – As in Perceiver, a screen shot showing what is seen/expected and the visualizer (*.vis) file that contains the system in question. It is also helpful to state which system this is for, if the *.vis file contains many systems. This will let us attempt to reproduce your issue “in house”. However, if the data never makes it into the database, sending the UDR data obtained from your console will usually work with a reference to the server(s) that is problematic.
Automator - Please send the Automator run log
Visualizer Installation Log - If the installer is unable to create the log file, the application exits.
<user_profile>\Application Data\BMCInstall and named <systemname>-<timestamp>.log.
If the installer fails to create that directory, the log file is written to %TEMP% and is named <systemname>-<timestamp>.log
Getting logs to us - For files larger than 4 GB, we recommend that you send them to the BMC Support FTP site.
See: KA380369 How do I upload files to the BMC FTP site? (Requires support login)
We hope you find these tips useful and feel free to comment.
From all of us at BMC – Happy Holidays!