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.
- Run regedit.exe
- Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>JavaSoft>Prefs>com>se
- Right click the se folder and select Export.
- Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>Schneider Electric.
- Right click the se folder and select Export.
- Send these two files to Customer Support
Gateway Logs
- Log into the Gateway user interface.
- 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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