Collecting logs for troubleshooting purposes

If you are asked by IBM Support to provide data for troubleshooting problems with computers in your infrastructure, go to the details of the computer. Open the Computer Support Data panel, download the log package, and provide it to IBM Support. The package contains log files that are needed for troubleshooting purposes such as BigFix client logs, scanner logs, scan configuration logs, VM manager configuration files, and files generated during scans.

Before you begin

You must be an Administrator or have the Manage Support Data and View Endpoints permissions to perform this task.

• For version 9.2.11 and higher, perform the following steps.
  1. Log in to License Metric Tool, and go to Reports > Computers.
  2. Click the link in the Computer Name column to display information about the computer from which you want to collect the logs. On the panel that opens, click Computer Support Data.
     
  3. Download the logs.
     • If you are requested to provide only data from the relevant computer, click Download.
     • If you are requested to provide data from the relevant computer and from the License Metric Tool server, select Extended Server Data. Then, refresh the page to see when the data is collected. When the data is available, click Download.
       

     Tip: Computer data includes information such as software and hardware scan results, server logs, and results form the central and distributed VM Manager Tool. License Metric Tool server data includes information such as results from the local VM Manager Tool, all server logs and configuration files.
  4. Optional: By default, the size of downloaded packages is limited to 20 MB. If you are not able to download the log package, change the value of the _BESRelay_UploadManager_CompressedFileMaxSize parameter. It is a one-time setup. To change the value, perform the following steps.
     1. Log in to the BigFix console.
     2. In the left navigation tree, click Computers.
     3. Right-click the following computer, and click Edit Computer Settings.
        • BigFix relay with which the computer that cannot send the logs is communicating.
        • If there is no relay, computer on which the BigFix server is installed.
     4. Set the value of the _BESRelay_UploadManager_CompressedFileMaxSize parameter to 100000000 (100 MB). If the parameter is not listed, click Add to add it.

        _BESRelay_UploadManager_CompressedFileMaxSize=100000000

  5. Provide the log package to IBM Support.
• For versions 9.2.8 to 9.2.10, perform the following steps.
  1. Run a fixlet that creates a log package on the selected computer. The fixlet is available starting from site version 98.
     1. Log in to the BigFix console.
     2. In the navigation tree, click Sites > External Sites > IBM License Reporting (ILMT) > Fixlets and Tasks.
     3. Select Collect Logs from Endpoints, and click Take Action.
     4. Choose the computer for which you need to provide the troubleshooting data, and click OK.
  2. Download the log package.
     1. Log in to License Metric Tool.
     2. In the navigation bar, click Reports > Computers.
     3. Click the name of the computer on which the fixlet was run.
     4. When the detailed report for that computer opens, add /mustgather to the report URL in the web browser to download the package to your computer. For example:

        https://<host>:<port>/sam/computers/1/mustgather

  3. Provide the log package to IBM Support.