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    Gathering Gateway logs for troubleshooting

    A technical support representative might ask you to gather logs for troubleshooting.

    Installation Logs

    Gather these logs for installation or software update issues:

    • Gateway 1.10 and newer
      • installbuilder_installer_*.log
      • install_helper_*.log
    • Older Gateway versions
      • EcoStruxure*
      • bitrock*

    Windows 

    If you downloaded and installed the Gateway software, gather logs from:

    • C:\Users\<username>\AppData\Local\Temp
    • C:\Users\<username>\AppData\Local\Temp\<number folder>

    If you updated the Gateway software from the IT Expert web application, or the update was automatically run by Schneider Electric, gather logs from:

    • C:\Windows\Temp
    • C:\Windows\Temp\<number folder>

    Linux

    Gather logs from:

    • /tmp/

     

    Service Settings

    There are several setting that can affect running and/or upgrading the Gateway service, only gather these if requested by customer support.

    Windows

    Gather the Gateway settings from the Registry.

    1. Run regedit.exe
    2. Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>JavaSoft>Prefs>com>se
    3. Right click the se folder and select Export.
    4. Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>Schneider Electric.
    5. Right click the se folder and select Export.
    6. Send these two files to Customer Support

    Gateway Logs

    1. Log into the Gateway user interface.
    2. Go to Settings > Advanced > Download server logs and click Download to download a zip file of the logs.

      If Gateway services are down, please provide the logs from the following folder locations:

      • C:\Program Files\EcoStruxureITGateway\<version>\log
      • C:\Program Files\EcoStruxureITGateway\<version>\pgsql\data\pg_log

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