Collect High Debug Server Logs for Web Console or API Errors

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Steps to collect High Debug Server logs for situations including:

• "Something went wrong!" page error
• "API authentication failed. Some pages will not be functional. Please try to log out and log in again."
• "API appears not to be accessible."
• Username or password incorrect.

Environment

• App Control Console: All Supported Versions

Resolution

1. Log in to the App Control Console and navigate to https://ServerAddress/support.php > Diagnostics
2. Click the Snapshot Server Logs button to write existing logs and start a fresh log file.
3. Set Server Logging as follows:
   • Logging Duration: 30 Minutes
   • Debug Level: High
   • Reporter Log Level: Minimum (default)
   • Script Debug Level: Minimum (default)
   • Active Directory Debug Level: Minimum (default)
   • Enable SQL Trace: Check the box
   • Start Logging
4. Navigate to https://ServerAddress/shepherd_config.php and change the following property accordingly:

   DebugConsoleCommunication: true
   

5. Start a HAR Capture.
6. Reproduce the error several times
7. Collect the HAR Capture.
8. Return to https://ServerAddress/support.php > Diagnostics > Stop Logging Now.
9. Click on “Available log files" from the right menu > Related Views
10. Save all files with today's date:
    • API-TIMESTAMP.log
    • PHPErrors-TIMESTAMP.log
    • ReporterLog-TIMESTAMP.log
    • ServerLog-TIMESTAMP.bt9
    • SQLTrace-TIMESTAMP.csv
11. Return to https://ServerAddress/shepherd_config.php and change the following property accordingly:

    DebugConsoleCommunication: false

12. Please collect the most recent IIS log from the App Control server typically located here:

    %SystemDrive%\inetpub\logs\LogFiles\

13. Zip all collected data, and provide to Support.

Additional Information

App Control Server 8.8.6 and earlier: Restart the App Control Reporter service due to a known issue causing it to stop sending events after debugging finishes.