Quick summary guide to the log files: which files to provide to CA PPM Support?

Document ID:  TEC1353657
Last Modified Date:  06/19/2017
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Products

  • CA PPM

Releases

  • CA PPM:Release:15.2
  • CA PPM:Release:15.1
  • CA PPM:Release:14.4

Components

  • CA PPM SAAS ADD-INS (CSP, PMO, DM, EVM) INTERNAL ONLY:ODADD
  • CA PPM SAAS USERS, GROUPS, OBS ADMINISTRATION INTERNAL ONLY:ODADM
  • CA PPM PROJECT MANAGEMENTINTERNAL ONLY:PPRPRM
  • CA PPM XML OPEN GATEWAY (XOG)INTERNAL ONLY:PPMXOG
  • CA PPM TIME SLICINGINTERNAL ONLY:PPMTSL
  • CLARITY PPM FINANCIALS, TIME & DATA MANAGEMENT:PPMTRX
  • CA PPM TIME MANAGEMENTINTERNAL ONLY:PPMTMM
  • CA PPM STUDIOINTERNAL ONLY:PPMSTU
  • CA PPM MS SHAREPOINT CONNECTOR INTERNAL ONLY:PPMSHP
  • CA PPM SECURITY INTEGRATIONINTERNAL ONLY:PPMSEC
  • CA PPM RESOURCE MANAGEMENTINTERNAL ONLY:PPMRSM
  • CLARITY PPM BUS OBJECTS, REPORTING & SOLUTION PACKS:PPMRPT
  • CA PPM PORTFOLIO MANAGEMENTINTERNAL ONLY:PPMPFM
  • CA PPM OPEN WORKBENCH (OWB)INTERNAL ONLY:PPMOWB
Question:

I would like to provide the correct log files to CA Support to troubleshoot my issue. Which file should I provide based on what issue I am facing and where can I find it? 

Answer:

Log Selection Guidance:

Here is a summary list on which logs you may need to provide to CA Support.

 

Example Issue

Logs that need to be provided

CA PPM install/upgrade for On Premise customers

install.log, admin.log and zipped checkinstall directory + properties.xml

Load Data Warehouse job

all the bg-dwh.logs

Advanced Reporting and Jaspersoft issue

jasperserver.log

Any error within the CA PPM application

app-ca.logs

Error in CA PPM NSA / CSA

nsa-ca.logs

For issues with starting services or outages

Provide the -system log for the corresponding service. I.e. app-system.log if unable to start app service

Multicast

beacon-system.log

Jobs or processes errors

bg-ca.logs

 

For anything not listed above or if you're not certain about the exact logs, zip your entire $clarity/logs/ directory and provide on the ticket.


Default log locations:

Jaspersoft logs:
$Jaspersoft_Tomcat\webapps\reportservice\WEB-INF\logs
jasperserver.log

For CA PPM:
$NIKU_HOME\logs or $clarity/logs (if logs not available there, check Alternate Log location in CSA)
bg-dwh.log
app-ca.log
app-system.log
bg-ca.log
bg-system.log
admin.log
beacon-system.log

For CA PPM Config files:
$NIKU_HOME\config or $clarity/config
properties.xml
logger.xml

For CA PPM install logs:
$install directory (where the install.jar was extracted)
install.log

Tips on providing the logs:
Get the logs with the correct timestamp that covers the period of the issue. Provide the logs from all the servers in cluster unless the issue affects only one specific server. Zip the files whilst on the server and before you transfer them from one server to another.

What if I have multiple instances for this log?
By default, the CA PPM logs will have 3 backups. This would mean that you will always have one current log (i.e. xxxx-ca.log and 3 backups:
xxxx-ca.log.1
xxxx-ca.log.2
xxxx-ca.log.3).
If your log by timestamp only contains the issue in the current log, then you can only provide the current one. If you are not sure when the issue occurred or want to make sure all the information is captured, then archive and provide all the 4 logs, including the 3 backups.

What to do next once I got the logs I needed?
Connect to your CA Support ticket, go to Attachments and upload your logs for CA Support review.

 

Please note this is a guidance instruction in order to save time and ensure CA Support has the appropriate logs faster. After the engineer reviews the provided logs, additional logs and tracing may still be needed.

 

Additional Information:

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