What log files are required to troubleshoot IntelligenceCenter v3.1 manually?

Solution

Overview

If you are unable to run the batch file to create the log files automatically, please collect the log files manually for troubleshooting.

Cause
Resolution

1) Compulsory files, please run the following command in DOS prompt

a. System Info:-
  systeminfo > <Drive>:\BlueCoat\IntelligenceCenter\devicelogs\systeminfo.txt
 
b. Group Policy Results:-
  gpresult.exe > <Drive>:\BlueCoat\IntelligenceCenter\devicelogs\gpresult.txt

c. Tasklist:-
  tasklist > <Drive>:\BlueCoat\IntelligenceCenter\devicelogs\tasklist.txt
 
d. Services:-
   sc query > <Drive>:\BlueCoat\IntelligenceCenter\devicelogs\sc.txt

2) Installation Issues

a. %TEMP%/collector_installer.out (or in %TMP% dir) file.
b. %TEMP%/pvinstall.output (or in %TMP% dir) file.
c  %TEMP%/install-postgresql.log (or in %TMP% dir) file.
d. %PG_DATA%/coll_db_config.txt file.

Note: %TEMP% = <Drive>:/TEMP or <Drive>:/TMP
   %PG_DATA% = <Drive>:/BlueCoat/PostgreSQL/8.4/data/
   
3) Post installation IC/DC functionality Issues

a. <Drive>:/BlueCoat/IntelligenceCenter/logs
b. <Drive>:/BlueCoat/DataCollector/logs
c. <Drive>:/PostgreSQL/8.2/data/pg_log

Please zip the folders/files and upload the files to the Service Request at https://upload.bluecoat.com/support/form.

 

The specific instructions on uploading files to BlueCoat can be found at the following 000010765 Article

Workaround
Additional Information
Bug Number
InQuira Doc IdKB4142
Attachment

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