Log materials for Service Management Installation and Upgrades

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Article ID: 222466

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager CA Service Catalog CA IT Asset Manager CA Service Desk Manager

Issue/Introduction

The following materials will be of value when examining for any issues that may arise during an upgrade.  This includes any upgrades that take place between major releases, such as 17.1 -> 17.3 or any RU updates.

Environment

CA Service Management (All releases)

Resolution

Files of interest are all in Bold.  Directories are in Italics

  • At the root of the C Drive, there will be two files, the stderr.txt and stdout.txt files.  These two files are written during the most recent installation process. 

    • stderr.txt:  This file contains all of the environment variables that are involved in the installation process

    • stdout.txt:  This file contains a running list of actions that are taken during the installation or upgrade.

  • In folder location C:\Program Files (x86)\CA\SC, there will be a directory written as logsYYYYMMDDHHMM; YYYYMMDDHHMM is the date/timestamp, ie "logs202005071139" signifies a directory written for 2020-05-07 1139.  This directory also contains installation logging content as well.

    • casm_install_report.txt:  This is a summary of the installation attempt, including the status of various actions taken during the process.

    • install.log:  This file contains a running list of actions that are taken during the installation or upgrade.

    • mdb:  This is a directory that contains the MDB install materials.  One will find a install_mdb.log and install_mdb_msg.log file that details the MDB install and update process. 

    • Patching:  This is a directory which contains the patching materials that are specific to the given application that is being installed/upgraded.  There will also be logs that are associated with each application's installation attempt. 

      Log content in the Patching directory will be of value regardless if one is installing a new instance, migrating to a later release, or upgrading per an RU update.

    • stderr.txt:  This file contains all of the environment variables that are involved in the installation process

    • stdout.txt:  This file contains a subset of content from the install.log for the most recent install attempt.

  • In some cases, the TEMP directory (accessible by running "cd %TEMP%" or "cd %TMP%" from an Admin Command Prompt) will contain a "casm" directory that contains log materials and content similar to C:\Program Files (x86)\CA\SC

  • One can also examine table "al_cdb_componentinstallstate" in the backend database to review all aspects of the given installation and their present state.