How to Collect Logs for Server Upgrade Failures

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

To collect logs for troubleshooting failed App Control Server upgrades.

Environment

• App Control Server: All Supported Versions
• Microsoft Windows Server: All Supported Versions

Resolution

1. Screenshot(s) of any error(s).
2. Server Install Logs from C:\Users\<ServiceAccount>\AppData\Local\Temp\<STRING>.log
   • Sorting by file type will help locate the relevant temporary .log file(s).
   • It is recommended, if possible, to collect these logs before closing the error and exiting the Server installer.
   • In some instances, exiting the installer may truncate or otherwise remove the temporary files.
   • Completed installs & upgrades should automatically copy the log to the \Parity Server\Support\ directory.
3. Export the Windows Application and System Logs
4. Zip all collected logs and screenshots.
5. Open a Support case, provide details on how the failure was encountered and the compressed file containing logs and screenshots.