Collecting logs for troubleshooting purposes

If you are asked by BigFix Support to provide data for troubleshooting problems with computers in your infrastructure, go to the details of the computer. Open the Computer Support Data panel, download the log package, and provide it to BigFix Support. The package contains log files that are needed for troubleshooting purposes such as BigFix client logs.

Before you begin

If you are troubleshooting application specific problem, application troubleshooting procedure might already capture the BigFix Scanner logs. Use this task to troubleshoot the Scanner independently.

About this task

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

Procedure

To troubleshoot BigFix Scanner independently from application like BigFix Inventory
  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.