VMware vCenter Server Heartbeat - How to Retrieve the vCenter Server Heartbeat Logs and Other Useful Information for Support Purposes

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Summary

This Knowledgebase article provides information about how to retrieve the logs and other information required for troubleshooting. The logs will commonly be requested by VMware Support when submitting a Support Request and should contain the relevant log information related to a Support Request.


More Information

Important Note:

VBS files: Please do not send any files with a .vbs extension, as they will be blocked by the VMware mail system. If a VBS script is attached to a Support email, the mail will not be delivered to the VMware 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 VMware Support team.

Procedure

How to Use the Log Collector

vCenter Server Heartbeat allow you to collect the logs from either the local server or both servers using the Log Collector utility.

For vCenter Server Heartbeat 6.5 or later

  1. From the System Tray, right-click the vCenter Server Heartbeat icon.
  2. Select Collect diagnostic logs .
  3. Select to either Collect logs from all machines or Collect logs from this machine only .
  4. Once the Log Collector completes collecting the logs, it will create a .zip file and display the location of the file in Windows Explorer.
  5. In addition to the procedure above, navigate to and collect logs from the following locations:
    • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblogs
    • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs
  6. Create a .zip file containing the logs and include when sending other log files to VMware Support.
  7. Email the .zip files 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. For example, Subject: SR 1000 - Company Name.

For vCenter Server Heartbeat v6.4 Update 1 and Earlier

Select

  1. Navigate to C:\Program Files\VMware\Vmware vCenter Server Heartbeat\R2\Bin\
  2. Double-click on LogCollector.exe
  3. Follow the on screen prompts.
  4. Collect logs from the location specified on screen by the Log Collector. This is typically C:\ProgramData\VMware\VMware vCenter Server Heartbeat\SupportLogs\Log_%DateAndTimeRun%\*.zip
  5. If collecting the logs for vCenter Server Heartbeat 6.4 or 6.4 Update 1 continue with Step 6. If collecting logs for vCenter Server Heartbeat 6.3 Update 1 or earlier, go to Step 8.
  6. Navigate to and collect logs from the following locations:
    • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblogs
    • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs
  7. Create a .zip file containing the logs and include when sending other log files to VMware Support.
  8. Email this .zip 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. For example, 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.

VMware Support Requires the Following Information When a Support Request is Opened:

  • Information collected by default using the Log Collector, or
  • If the Log Collector is not used then the following information should be gathered:
    1. Hardware ID/HBSIG
    2. All NF values in the registry:
      "HKEY_LOCAL_MACHINE\Software\JavaSoft\Prefs\Neverfail"
      "HKEY_LOCAL_MACHINE\Software\Neverfail"
      "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HookRegistryDriver"
      "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\nfdrv"
      "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\nfpktfltr"
      "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NFServerR2"
    3. Installation logs from the new setup.exe
    4. Any application scripts, for example Start.bat , Stop.bat
    5. %installdir%\R2\bin\*.xml
    6. %installdir%\R2\logs\*.*
    7. %installdir%\R2\scripts\*.*
    8. %systemroot%\nfinstalltemp\*.*
    9. %installdir%\R2\Support\*.*
    10. Heartbeat Diagnostics Logs in default locations, %systemroot%\Documents and Settings\USER\ApplicationData\VMware\VMware vCenter Server Heartbeat\HeartbeatDiagnosticsLogs and %Install_Location%\Heartbeat Diagnostics Logs if /Heartbeat Diagnostics or –Heartbeat Diagnostics arguments are used, it will search on all local drives for HeartbeatDiagnosticslogs .
    11. %systemroot%\hs_err_pid*.*
    12. %systemroot%\system32\hs_err_pid*.*
    13. %systemroot%\Documents and Settings\*\nfsetupauditlog.txt
    14. For vCenter Server Heartbeat v6.4, also collect logs from the following locations:

      • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblogs
      • C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs
    15. The Windows Event Viewer Application and System logs exported to .csv format files. See below for instructions on how to gather these.
    16. If you have Heartbeat Diagnostics installed, collect all the logs from the directory specified by Settings -> Output Files in the Heartbeat Diagnostics MMC snap-in.

How to Gather Information in the Correct Format:

  1. 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
  2. Any FSI information held on the servers. If VMware vCenter Server Heartbeat is installed, the data is stored in the VMware directory under HeartbeatDiagnosticsLogs . If VMware vCenter Server Heartbeat is not installed, the data will be stored in C:\HeartbeatDiagnosticsLogs .
  3. Any Heartbeat Diagnostics information held on the servers. Again, if VMware vCenter Server Heartbeat is installed, the data is stored in the VMware vCenter Server Heartbeat directory under HeartbeatDiagnosticsLogs . If VMware vCenter Server Heartbeat is not installed, the data will be in C:\HeartbeatDiagnosticsLogs

Retrieving Logs from the Passive Server:

This section details how to retrieve VMware vCenter Server 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 vCenter Server Channel IP address currently being used, you can check this via the VMware vCenter Server Heartbeat Console Server: Summary screen.

Follow these steps:

  1. 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

    copy \\passive.channel.ip.address\VMwareInstallDrive$\VMware\VMware vCenter Server Heartbeat InstallDir\R2\logs\*.*
    c:\temp\VMware\passive

    copy \\passive.channel.ip.address\VMwareInstallDrive$\VMware\VMware vCenter Server HeartbeatlInstallDir\R2\scripts\*.*
    c:\temp\VMware\passive

    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 VMware vCenter Server Heartbeat installed:
    1. Current Configuration can be obtained by:

      cd c:\VMware\ VMware vCenter Server Heartbeat\r2\bin\ and run exportconfig.exe c:\temp\VMware\config.xml
    2. Registry Information including current File Filters can be obtained by:

      reg export HKLM\Software\JavaSoft\Prefs\neverfail\current\/Interceptor\/Filters c:\temp\VMware\file-filters.txt and email file - filters.txt to support.
    3. To list all folders on a drive:

      cd\
      dir /a:d /b /s >>c:\temp\VMware\folders.txt
    4. This should be completed for each drive.

Sending the information to VMware

As before, the information gathered should be zipped and labeled clearly as Primary and Secondary. Email this .zip 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. For example, Subject: SR 1000 - Company Name.

All the above information must be supplied in order for VMware to provide support effectively.


Applies To

All Versions


Related Information

vCSHB-Ref-1653

KBID-1653

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