Discovery: The Appliance Support pages hangs or errors while trying to gather logs.  The Gather operation is stuck

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    BMC Discovery


    BMC Discovery, any version


    The Appliance Support page gets locked up or causes an error when trying to gather a set of logs.


    The gathered files are stored in the /usr/tideway/var/gather directory (on the coordinator of a cluster).
    And, the /tmp directory is used to temporarily write data during the gather process (on the coordinator of a cluster).
    If one of those partitions (/tmp or /usr) fills up, that is a problem.
    There are other causes of the problem.  Continue reading for solutions.

    If the operations hangs, the problem can often be solved by clearing out the data from the /usr/tideway/var/gather directory:
    As the 'tideway' user on the command-line for the coordinator, run these commands :
    cd /usr/tideway/var/gather
    ls -la
    rm -rf /usr/tideway/var/gather/<the name of the stuck gather file>

    Or, remove all of the gather files (assuming they are no longer needed) like this:
    rm  -rf  /usr/tideway/var/gather/*

    Go back to the UI page, and re-gather the logs, etc.

    The /tmp directory on the coordinator is used for gather operations, and /tmp can fill up.

    To check the disk space for the /tmp directory:
    df -h
    Is the /tmp directory full?

    If the /tmp directory is full, perform the following steps to clear the directory:
    1) stop the services from the UI, or from the command-line as the "tideway" user

    2) remove the files from /tmp as follows, as the "tideway" user:
    cd /tmp
    rm  -rf  /tmp/*
    (Some files will not be removed due to permissions.  Don't worry about those.  Don't try to remove those.)

    3) start services again (a reboot could be necessary, using "sudo reboot")


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