Quick summary guide to the log files: which files to provide to Clarity Support?

Products

• Clarity PPM On Premise

Issue/Introduction

I would like to provide the correct log files to Broadcom Support to troubleshoot my issue. Which file should I provide based on what issue I am facing and where can I find it? 

Environment

Release: Any
Component:

Resolution

Log Selection Guidance:

Here is a summary list on which logs you may need to provide to Broadcom Support.

 

Example Issue	Logs that need to be provided
Clarity install/upgrade for On Premise customers	install.log, admin.log and zipped checkinstall directory + properties.xml
Load Data Warehouse job	all the bg-dwh.logs
Advanced Reporting and Jaspersoft issue	jasperserver.log
Any error within the Clarity application	app-ca.logs
Error in Clarity NSA / CSA	nsa-ca.logs
For issues with starting services or outages	Provide the -system log for the corresponding service. I.e. app-system.log if unable to start app service
Multicast	beacon-system.log
Jobs or processes errors	bg-ca.logs
OWB or MSP	app-ca.logs

For anything not listed above or if you're not certain about the exact logs, zip your entire $clarity/logs/ directory and provide on the ticket.

Default log locations:

Jaspersoft logs:
$Jaspersoft_Tomcat\webapps\reportservice\WEB-INF\logs
jasperserver.log

For Clarity:
$NIKU_HOME\logs or $clarity/logs (if logs not available there, check Alternate Log location in CSA)
bg-dwh.log
app-ca.log
app-system.log
bg-ca.log
bg-system.log
admin.log
beacon-system.log

For Clarity Config files:
$NIKU_HOME\config or $clarity/config
properties.xml
logger.xml

For Clarity install logs:
$install directory (where the install.jar was extracted)
install.log

Tips on providing the logs:
Get the logs with the correct timestamp that covers the period of the issue. Provide the logs from all the servers in cluster unless the issue affects only one specific server. Zip the files whilst on the server and before you transfer them from one server to another.

What if I have multiple instances for this log?
By default, the Clarity logs will have 3 backups. This would mean that you will always have one current log (i.e. xxxx-ca.log and 3 backups:
xxxx-ca.log.1
xxxx-ca.log.2
xxxx-ca.log.3).
If your log by timestamp only contains the issue in the current log, then you can only provide the current one. If you are not sure when the issue occurred or want to make sure all the information is captured, then archive and provide all the 4 logs, including the 3 backups.

What to do next once I got the logs I needed?
Connect to your Broadcom Support ticket, go to Attachments and upload your logs for Product Support review.

 

Please note this is a guidance instruction in order to save time and ensure Broadcom Support has the appropriate logs faster. After the engineer reviews the provided logs, additional logs and tracing may still be needed.