Collecting Appliance logs

Version 3

    Verified Product Versions

    AppSense DataNow 3.6AppSense DataNow 3.5AppSense DataNow 3.0AppSense DataNow 2.0AppSense DataNow 4.0AppSense DataNow 4.1AppSense DataNow 4.2AppSense File Director 4.3

    Introduction

    Collecting and interpreting File Director appliance logs

    Detail

    Detailed steps are as follows:

     

    DataNow 2.0

     

    1. Log into the admin console https://<appliance_url>:8443
    2. Click the ‘Console’ tab and the ‘Version’ link at the top of the screen
    3. Select ‘download Appliance Logs’

     

    DataNow 3.0

     

    1. Log into the admin console https://<appliance_url>:8443
    2. Click the ‘Auditing’ tab and the ‘Logs’ link at the top of the screen
    3. Select ‘Download Appliance Log and configuration report bundle’

     

    DataNow 3.5+ & File Director

     

    • Log into the admin console https://<appliance_url>:8443
    • Click the ‘Home’ tab and the ‘Status’ link at the top of the screen
    • Select ‘Download Appliance Log and configuration report bundle’

     

    This will download the logs in .tgz archived format.  Once downloaded they will need to be extracted using a compatible archive tool such as 7zip.
    Within the archive are the following items:

     

     

     

    • ACS.log - This contains platform level messages which include the components responsible for configuring the software environment for the File Director application to run in. This is useful for troubleshooting clustering or startup related issues
    • Admin_out.log - This contains log messages pertinent to the Admin console, and can be useful in diagnosing any problems found in this area.
    • Admin_error.log - This contains a filtered view of Admin_Out.log containing only 'error' events - as such it will generally cover a larger time period
    • catalina.xxx - These are verbose java logs, primarily of interest to Ivanti development. They may contain additional versbosity to errors raised in admin_out or orca_out logs (such as full rather than truncated stack traces)
    • orca_out.log - This is the primary log file used to log actions performed by DataNow clients. Its functionality is limited to providing short term break/fix functionality rather than an audit trail. In some environments this file may roll over in minutes with 8 versions retained. Ivanti Support may request that the logging parameters be altered under guidance to provide longer retention / greater verbosity in certain areas
    • orca_error.log- this contains a filtered view of orca_out containing only 'error' events - as such it will generally cover a larger time period
    • datanow_webaccess_custom.log - This log file is pertinent to the Apache/NGINX logs and is useful for verifying connectivity from endpoints prior to being processed by the File Director application. The Web client uses the same API as the other File Director clients, and so is also reflected in the 'orca' logs.
    • datanow_webaccess_error.log - This log file is also pertinent to the Apache/NGINX logs, this log contains errors that are not referenced in the datanow_webaccess_custom.log
    • web-admin-sinatra.log - This log file is associated with the RAG status (Admin console dashboard 'traffic lights') If further context is required as to why an item isn't showing a healthy/green status, this may provide additional context.
    • PerfMonLog.log - These files contain raw performance counters logged by the Appliance. They may be used by AppSense support in certain break/fix scenarios to help quantify appliance load
    • diagnostics.txt - This file contains diagnostic output pertaining to the current state of the appliance, such as CPU/memory usage by component, free disk space, network statistics, patch history, license status and certain admin console settings
    • Web_Services.txt - This file contains verbose information associated with the appliance SSL state which can be useful when troubleshooting SSL enrollment problems