Collect High Debug Server Logs for Web Console or API Errors
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Collect High Debug Server Logs for Web Console or API Errors

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Article ID: 286724

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Updated On:

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 ÔÇťAvailable 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.