Preparing Log Files for Error Reporting

If you are running into errors or other problems in AWI that you cannot resolve, you can collect detailed logging data to try to find the source of the errors yourself or to send to Automic support for analysis. This topic explains what AWI can log and where you can change log and trace settings. It also covers what you should to prepare for Automic support, when submitting a support ticket for error resolution.

What AWI can log and where you turn that on

AE API tracing

This logs the communication between AE and AWI from the AWI point of view.

How: In the uc4config.xml, set the trace element parameters to <trace count="10" xml="3"></trace>

Attention: You should contact your AE administrators to request the appropriate log level if AE server side tracing is requested

Note: This is the same protocol that the AE Rich Client uses to talk to AE backend, which is why this is sometimes called the "Client Trace."

Logging AWI events

Logging of AWI event messages is handled by the logback framework for Tomcat. This logging covers everything that happens in AWI except for the communication with the AE API .

How: You define the level of messages that are logged in the logback.xml. To collect log data for debugging AWI problems, set the log level to DEBUG (<root level=“DEBUG”>). In most cases, this setting collects sufficient log data for effective debugging, without an excessive burden on performance. However, in some cases, Automic support might request that you turn on full TRACE logging.

Activating logging

If you change the trace or log settings as described above, you have to restart the Tomcat server for the changes to go into effect.

How to prepare and send log files to Automic support

1. Recommended: Save the old log files.

   Move the log files to a backup location, so that you have them in case the error cannot be reproduced.

2. Turn on tracing and logging as described above under "What AWI can log and where you turn that on".
3. Restart your AWI Tomcat server.
4. Try to reproduce the error.
5. Collect the following information and send it to Automic support:
• All Tomcat log files.

  All AWI log files are stored in the "logs" folder of the Tomcat web application server. The log files are named <Host_Name>_ECC_Log.##.TXT and trace files are named <Host_Name>_ECC_TRACE.##.TXT. The file number (##) is incremented, with 00 being the current file.

  If your organization is security sensitive, then please at least send all log files with named *_ECC_*. Of course, if possible, having all log files is more helpful for error analysis.

• AE Server side Trace according to best practices on demand or when AE backend problem is very likely
• The time that the error occurred. This is very important for debugging analysis.
• If the problem is related to discrepancies between the AE Rich Client and AWI for the same AE server, make sure to log traces for the AE Rich client as well as the AWI. To collect traces from the Rich Client, set the trace element in uc4config.xml on the Rich Client also to <trace count="10" xml="3"></trace>.

To contact Automic support, contact your support consultant or go to https://www.ca.com/us/services-support/ca-support/contact-support.