Where do I find the log files that I need to send to technical support team for analysis?
If Applications Manager is up and running and the WebGUI can be accessed, refer to the steps in this knowledge base article for creating support information file.
If Applications Manager is down or the WebGUI cannot be accessed, or if the log size exceeds 2GB, follow these steps for generating a support information file:
- Login to the Applications Manager installed server
- Open a command prompt with administrator or appropriate permission, navigate to the <Applications Manager Home>/bin directory and execute createSupportFile.bat or createSupportFile.sh (in case of Linux) file. This will generate a support information file with a timestamp in the <Applications Manager Home>/working/support directory.
- After creating the support file, please upload it to the ManageEngine Upload site. Before uploading, please make sure to mention the issue and provide the Ticket ID. Use the following link provided for
Existing customers: https://bonitas.zohocorp.com/#to=appmanager-support@manageengine.com
Evaluation users: https://bonitas.zohocorp.com/#to=eval-apm@manageengine.com - Once you have uploaded the file, contact appmanager-support@manageengine.com (for existing customers) or eval-apm@manageengine.com (for trial users) with the name of the file.
New to ADSelfService Plus?
Related Articles
LDAP - Unable to find valid SSL Certificate
If there is an error while adding LDAP Server Monitor with the message "Unable to find valid SSL Certificate", then please try the below steps to troubleshoot the issue. When the error occurs we can find the below traces in the "stderr.txt.*" log ...While reporting a problem to the support team, what are the details that are required?
Build number (to find the build number, go to Support tab in the product -> Product Information -> Build Number) Browser version if it is a web client related problem. Operating System. Firewall Information. Error messages in console or web client if ...I have set up monitoring of an Oracle database. The 'Tablespace Details' and 'Tablespace Status' areas show no data or error.
Solution: You can execute the TABLESPACE STATUS query in your Oracle and check the data. Go to <Appmanager/working/conf/application> directory. Then open the <Oracle.xml> file and check for the string "TABLESPACESTATUS". Below that you will find the ...How to apply a custom patch (zip file) provided by support team in the Applications Manager?
Please follow the steps given below for applying custom patches (zip file) provided by the support team. 1.Create a folder called 'AppManager_Support_Patches' in AppManager server (In C:\ for Windows OS or /opt in Linux OS) and copy the Patch sent ...How to find out the resource ID of a monitor/monitor group in Applications Manager?
While executing the REST API in Applications Manager, you might need to mention the resource ID for a monitor or a monitor group. Following are the parameters used for referring to a monitor or monitor group in a REST API: resourceid - Resource ID of ...