Objective 

This article will offer step by step instructions to collect logs and share them with support for log analysis.

Prerequisites 

1. UI mode:
   
   

1. Need access to the EventLog Analyzer console as an admin.

2. Need access to the EventLog Analyzer server (if manual upload is selected). 

3. Have access to the internet to upload logs to https://bonitas.zohocorp.com/ from the EventLog Analyzer server.
   
   

2. Manual mode:
   
   

1. Need access to the EventLog Analyzer console as an admin.

2. Need access to the EventLog Analyzer server to copy and upload the files.

3. Have access to the internet to upload logs to https://bonitas.zohocorp.com/.

Steps to follow 

There are two ways to upload the logs:

Case 1: UI mode

• General Build Information: A text file containing all details available on this page.

• Server Logs: Includes EventLog Analyzer application and ES logs.

• Windows Agent Logs: Agents logs can be collected using the credentials used on the agent administration page for UI-installed agents.
  For manually installed agents, logs should be collected manually. 

• Heap Dump

• Thread Dump

1. Automatic upload:

1. Utilize the Auto option to compress and upload logs directly to the support server.

2. Logs will be copied to the <EventLog Analyzer Home>/server/support folder and will be zipped before being uploaded to https://bonitas.zohocorp.com/.

3. Provide the necessary details, such as mail-id and ticket-id. If you do not have a ticket ID on hand, enter a rough number and add a comment about why the logs are being uploaded.

4. Upon uploading, an acknowledgment email will be sent.

2. Manual upload:

1. Logs will be copied to the <EventLog Analyzer Home>/server/support folder and compressed as a ZIP file.

2. Once compressed, the status will be marked as completed; the steps to upload will be on the same page.

3. Upload the logs to  https://bonitas.zohocorp.com/ with the respective ticket ID, your email address, and comments. Choose EventLog Analyzer as the product.

4. Once uploaded, you will be notified with an acknowledgement email for uploading the logs.

Case 2: Manual mode:

 How to collect agent logs manually 

1. Log in to the agent-installed machine.

2. Navigate to the C: drive and find the agentInstall.txt and agentUninstall.txt (if available) files.

3. Copy the above files to the logs folder in the installation folder of the agent (e.g., C:\Program Files (x86)\EventLogAnalyzer_Agent\logs).

4. Compress the logs folder.

5. Upload the logs to https://bonitas.zohocorp.com/.

Tips 

1. Product or agent logs are required only for analysis purposes, which will be maintained in a secured repository and cleaned up at regular periods.

2. Reach out to the support team for any assistance on your queries; based on the basic analysis, support may recommend to upload the required logs for further investigation.