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arcserve-KB : How to gather the logs for arcserve RHA

Last Update: 2015-12-15 22:07:42 UTC

Arcserve RHA versions: 15.x, 16.x

Last Modified Date:    07/02/2009

Document ID:    TEC492209
Tech Document
Title:  Where to find and how to gather CA Arcserve rha logs and Windows event logs when requested by CA Support?

Description:

The purpose of this article is to explain the procedure for gathering the necessary logs requested by CA Support to troubleshoot issues. This article includes the steps for zipping up the logs requested and explains the procedure for uploading them to the CA's FTP site that will be provided to you by CA Support.

Solution:

CA XOsoft Control Service Logs:

  1. Using the console or a remote application, login to the Control Service server.

  2. Open Windows Explorer.

  3. Browse to the installation directory for the Control Service, the default location for this is 'C:\Program Files\CA\Arcserve RHA\Manager'.

  4. Right-click on the log folder and copy the entire folder to a temporary location.

  5. Rename the folder that was copied to CSLogs.

  6. Next right-click on the newly created CSLogs folder and then click on Send To > then on Compressed (Zipped) Folder. This will create a zip file named CSLogs.zip.

CA Arcserve RHA Engine Logs:

  1. Using the console or a remote application, login to the Master server.

  2. Open Windows Explorer.

  3. Browse to the installation directory for the Engine, the default location for this is 'C:\Program Files\CA\Arcserve RHA\Engine'.

  4. Right-click on the log folder and copy the entire folder to a temporary location.

    1. Note: For BlackBerry Enterprise Server scenarios also copy the BBHA.Log file to the temporary location as well.

  5. Rename the folder that was copied to MasterLogs.

  6. Next right-click on the newly created MasterLogs folder and then click on Send To > then on Compressed (Zipped) Folder. This will create a zip file named MasterLogs.zip.

    1. Note: For BlackBerry Enterprise Server scenarios also copy the BBHA.Log file into the MasterLogs.zip file.

  7. Using the console or a remote application, login to the Replica server.

  8. Open Windows Explorer.

  9. Browse to the installation directory for the Engine, the default location for this is 'C:\Program Files\CA\Arcserve RHA\Engine'.

  10. Right-click on the log folder and copy the entire folder to a temporary location.

    1. Note: For BlackBerry Enterprise Server scenarios also copy the BBHA.Log file to the temporary location as well.

  11. Rename the folder that was copied to ReplicaLogs.

  12. Next right-click on the newly created ReplicaLogs folder and then click on Send To > then on Compressed (Zipped) Folder. This will create a zip file named ReplicaLogs.zip.

    1. Note: For BlackBerry Enterprise Server scenarios also copy the BBHA.Log file into the ReplicaLogs.zip file.

Windows Event Viewer Logs:

If CA Support requests the Windows Event logs as well please follow the below steps:

Gather Windows Event Logs from the Master Server:

  1. Using the console or a remote application, login to the Master server.

  2. Click Start then Run then type in eventvwr.msc and hit OK.

  3. Once the Windows Event Viewer MMC opens first right-click on the Application logs and then click Save File As ....

  4. For the File name type MasterApp.

  5. Next select Event Log (*.evt) as the Save as type:.

  6. Choose where you would like to save the file and click Save.

  7. Then right-click on the System logs and then click Save File As ....

  8. For the File name type MasterSys.

  9. Next select Event Log (*.evt) as the Save as type:.

  10. Choose where you would like to save the file and click Save.

  11. Next open Windows Explorer and browse to the location where the files were saved.

  12. Select both files ( MasterApp & MasterSys ).

  13. Right-click on one of the files and click on Send To > then on Compressed (Zipped) Folder. This will create a zip file.

  14. Rename this zip file to MasterEvtLogs.zip.

Gather Windows Event Logs from the Replica Server:

  1. Next using the console or a remote application, login to the Replica server.

  2. Click Start then Run then type in eventvwr.msc and hit OK.

  3. Once the Windows Event Viewer MMC opens first right-click on the Application logs and then click Save File As ....

  4. For the File name type ReplicaApp.

  5. Next select Event Log (*.evt) as the Save as type:.

  6. Choose where you would like to save the file and click Save.

  7. Then right-click on the System logs and then click Save File As ....

  8. For the File name type ReplicaSys.

  9. Next select Event Log (*.evt) as the Save as type:.

  10. Choose where you would like to save the file and click Save.

  11. Next open Windows Explorer and browse to the location where the files were saved.

  12. Select both files ( ReplicaApp & ReplicaSys ).

  13. Right-click on one of the files and click on Send To > then on Compressed (Zipped) Folder. This will create a zip file.

  14. Rename this zip file to ReplicaEvtLogs.zip.

FTP Steps/Troubleshooting:

CA Support will provide you with a FTP site with which you can upload the logs in the following steps:

  1. First create a temporary directory with the name of the issue number these logs pertain to. i.e. 12345678-01 for Contact 12345678 issue #1.

  2. Next copy all of the above requested zipped log files ( MasterLogs.zip, ReplicaLogs.zip, CSLogs.zip, MasterEvtLogs.zip & ReplicaEvtLogs.zip) to the above directory.

  3. Right-click on the temporary folder and click on Send To > then on Compressed (Zipped) Folder. This will create a zip file with the name <foldername>.zip , i.e. 12345678-01.zip

  4. Next open Windows Explorer.

  5. Copy the entire FTP link that was sent by CA Support and paste this into the address field then press enter or hit the GO button.

    1. Note: If Internet Explorer opens upon this action you will need to turn on ' Enable FTP folder view (outside of Internet Explorer) ' on the Advanced tab within Internet Options and then perform step 5 again.

  6. Next click File from the menu at the top and then Login As....

  7. Check the Log on anonymously check box and supply your email address in the appropriate field.

  8. You can now drag and drop or cut and paste the zip file from step 3 into this folder to begin the upload.
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