This Knowledgebase article provides information about how to retrieve the logs and other information required for troubleshooting. The logs will commonly be requested by Neverfail Support when submitting a Support Request and should contain the relevant log information related to a Support Request.
VBS files: Please do not send any files with a .vbs extension, as they will be blocked by our mail system. If a VBS script is attached to a Support email, the mail will not be delivered to the Neverfail Support team.
BAT files (such as stop/start scripts): Please rename from .bat to .txt before attaching to email. If a batch script is attached to a Support email, the mail will not be delivered to the Neverfail Support team.
How to Use the Neverfail Log Collector
- Download the correct version of the Heartbeat Log Collector from the Utilities section of Products / Download on the Neverfail Extranet (See Knowledgebase article #918 - Versions of Heartbeat Log Collector Utility for available versions of Heartbeat Log Collector).
- Extract the ZIP file to an appropriate location on the server.
- Run the LogCollector.exe
- Follow the on screen prompts.
- Collect logs from the location specified on screen by the Log Collector. This is typically %installdir%\Neverfail\SupportLogs\Log_%DateAndTimeRun%\*.cab
Note: This might not be necessary, as the Heartbeat Log Collector is also available as part of the Heartbeat Kit.
Email this CAB file to the person addressing your Support Request. If you already have a Support Request reference number, this should be included in the Subject line of the email. E.g. Subject: SR 1000 - Company Name.
Note: If the Log Collector is used to gather logs, the following section can be disregarded or used for information only. If you would like to gather information manually, this section contains details of which logs are required and how to gather them.
Exceptions: Windows Server 2008 and Neverfail for File Server
When Neverfail for File Server is installed or when running on the Windows Server 2008 platform, the LogCollector might experience problems while collecting the logs from the passive server. To workaround the issue, if Neverfail for File Server is installed, follow the steps in A or B below. If running on the Windows Server 2008 platform, follow the steps in B below.
Set Neverfail on Maintenance Mode during the log collection by following these steps:
- open Neverfail Heartbeat Management Client
- go to Application -> Applications tab
- open the configure options
- select the option Unprotect services and stop monitoring all applications
Once the logs are collected, the configuration above should be reverted to the default.
Run the LogCollector separately on each server and collect the logs locally following these steps:
- open a command prompt and go to the Neverfail installation folder\R2\bin
Neverfail Support Requires the Following Information When a Support Request is Opened.
- Information collected by default using the Neverfail Log Collector, or
- If the Log Collector is not used then the following information should be gathered:
- Hardware ID
All NF values in the registry:
- Installation logs from the new setup.exe and from the old nfconfig tool.
- Application scripts E.g. Start.bat, Stop.bat
- %installdir%\R2\bin\*.nfd (Neverfail Heartbeat V5.2.2 and earlier only)
- ScopeLogs in default locations, %systemroot%\Documents and Settings\USER\ApplicationData\Neverfail\scopeLogs and %NFInstallPath%\ScopeLogs if /scope or –scope arguments are used, it will search on all local drives for scopelogs.
- %systemroot%\Documents and Settings\*\nfsetupauditlog.txt
- The Windows Event Viewer Application and System logs exported to .CSV format files. See below for instructions on how to gather these.
- If you have SCOPE Enterprise Data Collector or SCOPE Data Collector service installed, collect all the logs from the directory specified by Settings -> Output Files in the SCOPE MMC snap-in.
If SRMXtender is installed, the following additional information is required:
Note: The paths to the folders in italics are the default installation paths. If you installed in a non-default location, these paths should help you identify the actual location of the folders.
From the physical server pair you were attempting to switch with SRM:
- Collect the folder c:\program files\Neverfail\r2\logs which contains nflog.txt from the Primary and Secondary servers.
- Collect the folder c:\program files\Neverfail\hblogs which contains the hbwblog.txt from the Primary and Secondary servers.
From the vCenter and SRM Server:
- Collect the folder c:\program Files\Neverfail\tomcat\hblogs which contains HBWSLog.txt
- SRM’s Recovery Plan Reports.
- The SRMXtender recovery script executed from the recovery plan.
- From the physical server pair you were attempting to switch with SRM:
How to Gather Information in the Correct Format:
The Windows Event Viewer Application and System logs exported to .csv format files. You can do this by opening Windows Event Viewer, selecting “Action”, “Save log file as” and then changing the “save as type option” to “CSV (Comma Delimited) .csv”.
- Any FSI information held on the servers. If Neverfail is installed, the data is stored in the Neverfail directory under SCOPELogs. If Neverfail is not installed, the data will be stored in C:\SCOPELogs.
- Any SCOPE information held on the servers. Again, if Neverfail is installed, the data is stored in the Neverfail directory under SCOPELogs. If Neverfail is not installed, the data will be in C:\SCOPELogs.
Retrieving Logs from the Passive Server.
This section details how to retrieve Neverfail Heartbeat logs from the passive server when there are no management (backdoor) IP addresses configured. This need only be done when the logs have been requested by support.
Note: If you do not know the Neverfail Channel IP address currently being used, you can check this via the Neverfail Management Client configuration screen.
Follow these steps:
- At the console of the active server run the following commands, substituting the relevant directories where appropriate.
C:\net use \\passive.channel.ip.address /user:administrator
When a management (backdoor) IP address exists on the passive server, the logs can be simply copied from the passive server to a remote client via explorer.
2. Other useful information to collect.
Run the following commands from a command prompt on either server with Neverfail installed:
- Current Configuration can be obtained by:
- Registry Information including current File Filters can be obtained by:
- To list all folders on a drive:
dir /a:d /b /s >>c:\temp\neverfail\folders.txt
- This should be completed for each drive.
cd c:\neverfail\r2\bin\ and run exportconfig.exe c:\temp\neverfail\config.xml
reg export HKLM\Software\JavaSoft\Prefs\neverfail\current\/Interceptor\/Filters c:\temp\neverfail\file-filters.txt and email file-filters.txt to support.
3. Sending the information to Neverfail
As before, the information gathered should be zipped and labeled clearly as Primary and Secondary. See step 6 from "Using the Neverfail Log Collector" for details on where to send log information.
All the above information must be supplied in order for Neverfail to provide support effectively.