Where do I find the log files that I need to send to technical support team for analysis?
Steps for creating support information file:
- The log files are located in <Applications Manager Home>/logs directory. If the Logging level in Settings tab-> Logging -> is not 'Print all logs', then change it to 'Print all logs' and reproduce the issue once. Ignore this step if product GUI is not accessible.
- To create support information file via command prompt with administrator permission, execute createSupportFile.bat or createSupportFile.sh (in case of Linux) file present under <Applications Manager Home>/bin directory. The support information file along with time stamp will be in <Applications Manager Home>/working/support directory.
- Once the support file is created, upload it to ManageEngine Upload site. Do mention the issue and Ticket ID before uploading the file.
Existing customers: https://firstname.lastname@example.org
Evaluation users: https://email@example.com
- Once you have uploaded the file, contact firstname.lastname@example.org (for existing customers) or email@example.com (for trial users) with the name of the file.
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