Collecting logs for troubleshooting purposes

How to collect diagnostic logs from your endpoints to troubleshoot BigFix Scanner issues.

About this task

If you are asked by BigFix Support to provide data for troubleshooting problems with computers in your infrastructure, you need to collect and send the log package. This package contains the necessary files, such as the BigFix client logs.

Note: If you are troubleshooting an application-specific problem, the application's troubleshooting procedure might already capture the BigFix Scanner logs. Use this task to troubleshoot the Scanner independently.
Note: BigFix Inventory users can easily retrieve these files directly from the web interface. Go to the details of the computer, open the Computer Support Data panel, and click to download the log package.

If you want to collect the logs, follow the steps that are described below.

To troubleshoot BigFix Scanner independently from application like BigFix Inventory

Procedure

  1. Run a fixlet that creates a log package on the selected computer.
    1. Log in to the BigFix console.
    2. In the navigation tree, click Sites > External Sites > BigFix Scanner > 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. Wait for the files to be uploaded to the BigFix Platform Server.
  3. Get the file logcollector_<COMPUTER_ID>_scanner_logCollectorAgent.[zip|tar.gz]from <BES Server>\UploadManagerData\BufferDir\sha1\<LAST_2digits_of_the_COMPUTER_ID_NUMBER>\<COMPUTER_ID>
  4. Provide the log package to BigFix Support.