Enable DEBUG logging for install_<MDB>.log

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When troubleshooting installation/upgrade issues, we may need to enable DEBUG logs for install_<MDB>.log.

SQL Errors that need to be resolved may be generated under DEBUG logs.

Environment

Service Management 17.4

Resolution

1. Copy the installation DVD to a hard drive
   
   
2. Backup the file scripts\CDB\MDBLog4j.xml to a separate location away from the install location.
   
   
3. Edit scripts\CDB\MDBLog4j.xml in a text editor.  Make the following changes
   
   Original:

   <Logger name="com.ca.mdbtools" level="INFO" additivity="false">

   
   Revised:

    <Logger name="com.ca.mdbtools" level="DEBUG" additivity="false">

4. Save the MDBLog4j.xml file
   
   
5. Retry the installation
   
   
6. Retrieve the logs from %TEMP%\casm\mdb\install_<MDB>.log
   
   
7. Revert MDBLog4j.xml from backup. 

Additional Information

Use this only to get further information about suspected MDBTools failures. 

Once changes are made to address any problems found in the debug content for setupMDB, please do not keep the MDBLog4j.xml file in debug mode during subsequent install runs.  Debug mode should only be enabled to investigate an active problem that is taking place during an existing install attempt, preferably one that will reliably present.  Debug mode should be re-enabled only if setupMDB presents with any new problems that occur.

It is recommended to take a full backup of the given environment, run the above logging/tracing to investigate any issues with the MDB setup, then revert the entire install back to a state prior to debug being enabled to address any issues found during the logging/tracing activity.