Troubleshooting the Portal > Support Tools
  
Version 10.0.01
Support Tools
To help facilitate troubleshooting when working with Support, you can download data collector/portal log and configuration files for a specified time period.
To request a support package, select Admin > Advanced > Support Tools. See also, Requesting a Support Package.
Use the view pane to track the status of your download and access the files as they become available.
 
Add
Click to create a support package request. You can create a portal server configuration files package or a data collector log package. See Requesting a Support Package.
Delete
Click Delete to remove or cancel a package creation.
Refresh
Click Refresh to update the status on the view pane. The pane does not refresh automatically.
Name
Displays the name assigned to the package.
Type
Displays the package type: Portal or Data Collector (with collector name).
Package Content
Displays the content of the support package.
Status
The Support Package requests are listed with links to access the downloadable files. The Status of a request can be:
• Queued
• Processing
• Available - Click the Available link to download the zip file.
• Failed - Mouse-over a Failed status to view the details of the failure.
Request Date
Displays the creation date and time of the support request package.
Email Address
Displays the notification email address. You can choose to receive an email alert when the package creation is complete. This field identifies the alert recipient.
Auto Upload
Displays a Yes or No to indicate if the package is to be automatically uploaded to the ftp.aptare.com site.
Requesting a Support Package
When creating a support package, you can choose to download data collector or portal files for a specified time period. Email notifications can be set to alert you when the files are available for analysis. You can also choose to send the files directly to Support when the package is ready. Use the view pane to track the status of your request.
To Request a Support Package with Portal Server Files
1. Select Admin > Advanced > Support Tools.
2. Click Add. The Support Package Request dialog is displayed.
3. Enter a Name for the support package. This will be used as a prefix for the log files. As a best practice, you can use a bug number or case number for Support.
4. Choose Portal Server.
5. Configure the dialog:
Portal Log
Select to download the Portal.log, upgrade.log and relevant tomcat logs. This provides detailed logging for the portal servlet. Logs portal login requests, portal reports that are run - basically everything the user does in the Portal web browser window. Database problems show up as SQL exceptions and often list the associated Oracle error number (ORA nnn).
Portal Configuration
Select to download the Portal.properties, web.xml, server.xml, startup_agent.sh, startup_portal.sh, httpd.conf and httpd-ssl.conf.
Data Receiver Log
Select to download the datarcvr.log and relevant tomcat logs.
Data Receiver Configuration
Select to download all files under /opt/aptare/datarcvrconf.
Database Log
Select to download scon.log, scon.err and aptare-trans.log. The scon.log provides detailed logging from database stored procedures. Shows input and output values, and timing of queries. Oracle errors are prefixed with ORA-nnnn, where nnnn is the APTARE or Oracle error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.
The scon.err provides error messages from the database stored procedures. Oracle errors are prefixed with ORA-nnnn, where nnnn is the APTARE or Oracle error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.
The aptare-trans.log provides the aptare transactions that have run and the time taken to run them. This is useful to troubleshoot performance issues and reports that take a very long time to run.
Database Configuration
Select to download the initscdb.ora file.
Time Period
Choose a date range such as last 4 hours, last 24 hours, last week or specify a time period.
Email
Enter comma-delimited email addresses to be notified when the log files are available for download.
Auto Upload to ftp.aptare.com
Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.
To Request a Support Package with Data Collector Server Files
1. Select Admin >Advanced > Support Tools
2. Click Add. The Support Package Request dialog is displayed.
3. Enter a Name for the support package. This will be used as a prefix for the log files. As a best practice, you can use a bug number or case number for Support.
4. Choose Data Collector Server.
5. Configure the dialog:
Data Collector*
Select the Data Collector from which the log files will be retrieved.
Path to File/Folder*
Enter one or more paths separated by commas. You may use \* to select multiple files in the directory, or \*\* to also include files in subdirectories.
The paths will always be relative to the <APTARE_HOME> folder - do not include the explicit <APTARE_HOME> portion in the path. For informational and troubleshooting purposes only, know that <APTARE_HOME> is typically configured to be: /opt/aptare on Linux and C:\Program Files\Aptare on Windows. Moving up the directory hierarchy using .. is not supported.
In addition to log files, other files useful for troubleshooting can be downloaded; for example, collectorconfig.xml or updateconfig.sh. The most common location from which to download files is: /mbs/logs/**. For additional wildcards see File Selector Wildcards.
Email
Enter comma-delimited email addresses to be notified when the log files are available for download.
Auto Upload to ftp.aptare.com
Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.
File Selector Wildcards
When specifying file paths in the Support Tools, wildcards may be used to select multiple files. All matching is case-insensitive, regardless of platform. Multiple paths can be specified by separating the paths by commas (with optional white space) for example, mbs/logs/, mbs/rawdata/. If a path contains a comma then you should enclose the entire path in [square brackets]. Note that doing so will preclude the use of some of the following wildcard options.
The following table displays potential wildcards for file selection:.
 
Value
Description
<file path>
The exact file will be retrieved for example, mbs/conf/collectorconfig.xml
<directory path> or <directory path>/
All contents of the directory will be retrieved for example mbs/logs/
*
Matches any part of the filename within the same directory. For example mbs/logs/*.log will get all .log files that are in the mbs/logs directory (but not in any sub-directories).
**
Matches any part of the path, including crossing directory boundaries. For example mbs/rawdata/**192.168.0.1** will retrieve any file in the mbs/rawdata directory or subdirectories that contains 192.168.0.1 in the filename.
/**/ (or **/ at the start of the path)
Matches zero or more directories. For example mbs/rawdata/**/192.168.0.1/** will retrieve any file under the mbs/rawdata directory that is also under a sub-directory named 192.168.0.1.
Note: /**/ (or **/ at the start of the path) may only be present once.
?
Matches any single character. For example mbs/rawdata/192.168.0.? would match either of mbs/rawdata/192.168.0.1 or mbs/rawdata/192.168.0.2.
{a,b}
Specifies alternative values, exactly one of which must be matched. For example mbs/logs/{metadata,eventcollector}.log will retrieve either of mbs/logs/metadata.log or mbs/logs/eventcollector.log.
[characters]
Matches any single character that is specified within the square brackets. Either individual characters or a range may be specified. For example 192.168.0.[125-7] would match any of 192.168.0.1, 192.168.0.2, 192.168.0.5, 192.168.0.6, 192.168.0.7.
Note: This wildcard cannot be used if the path is enclosed in square brackets.
[!characters]
Matches any single character that is not specified within the square brackets. Either individual characters or a range may be specified. For example 192.168.0.[!125-7] would match any of 192.168.0.3, 192.168.0.4, 192.168.0.8, but would not match 192.168.0.1.
Note: This wildcard cannot be used if the path is enclosed in square brackets.