How to gather the Symantec Management Platform (SMP) and Symantec Management Agent logs (SMA) logs for troubleshooting technical issue.

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Article ID: 180756

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

 

Resolution

This document list the Symantec Management Platform (SMP) and Symantec Management Agent logs (SMA) logs when either a SMP and/or SMA issue has been identified during the course of troubleshooting a Backup Exec System Recovery Management Solution (BESR-MS) or Symantec System Recovery Management Solution (SSR-MS) technical issue.

Symantec Management Platform log file location:

  • In Win 2008 R2 x64bit OS: C:\ProgramData\Symantec\SMP\Logs
  • In Win 2003/XP x32bit OS: C:\Program Files\Altiris\Notification Server\Logs

NOTE: The NSDIAG.EXE utility can be use to gather the above log files as well as most other SMP components logs. To use the NSDIAG utility on a SMP version 7.0/7.1 follow the steps listed below:

 

These are the steps to collect an NSDiag.cab file

1.)    Open the folder Program Files\Altiris\Notification Server\Bin\Tools\

2.)    Double click on the NSDiag.exe; this will open a DOS window. This will execute the program NSDiag.exe with no switches, which is to gather all information. It will take time to complete depending on the load of the NS.

3.)    After NSDiag.exe has finished running, open the sub-folder Program Files\Altiris\Notification Server\Bin\Tools\Check Runs. You will see a number of folders. These sub-folder named by the run number, day, date, and time it was generated.

4.)    Open the one that was just created by the NSDiag.

5.)    Collect the NSDiag.cab inside this sub-folder (the NSDiag.cab contains everything that the folder itself contains, but the zip file) and email to support.

 

Symantec Management Agent log file location:

  • In Win 7 and 2008 OS: C:\Users\Public\Documents\Altiris\Altiris Agent\Logs
  • In Win XP and Win 2003 OS: C:\Program Files\Altiris\Altiris Agent\Logs

NOTE: These logs can be gather through the use of the Remote Altiris Agent Diagnostics (RAAD) 2.0. It's download and how to use it can be found here: www.symantec.com/docs/HOWTO21449

NOTE: RAAD has restricted OS's that it can be ran upon.

In addition, Symantec Technical Support may request additional logging. Please review the links in the related document section below for further information on how to obtain or view these logs.