Symantec - How to Retrieve the Continuous Availability Logs and Other Useful Information for Support Purposes

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Summary

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


More Information

Important Note:

VBS files: Do not send files with a .vbs extension, as they will be blocked by the Symantec mail system. If a VBS script is attached to a Support email, the email will not be delivered to the Symantec 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 Symantec Support Team.

Procedure

How to Use the Continuous Availability Log Collector

  • Download the correct version of the Continuous Availability Log Collector.

Note: This might not be necessary, as the Continuous Availability Log Collector is also available as part of the Symantec Continuous Availability Kit.

  • 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:
    • For Windows 2003 server installations: C:\Documents and Settings\All Users\Application Data\Symantec\Continuous Availability\Log_%DateAndTimeRun%\*.zip
    • For Windows 2008 server installations: C:\ProgramData\Symantec\Continuous Availability\Log_%DateAndTimeRun%\*.zip

Email the .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.

Exceptions: Windows Server 2008

When running on the Windows Server 2008 platform, the Log Collector might experience problems while collecting the logs from the passive server. To workaround the issue:

  • Run the Log Collector separately on each server and collect the logs locally following these steps:
    1. Open a command prompt and navigate to LogCollector folder.
    2. Type LogCollector -remote and press the Enter key.

Symantec Support Requires the Following Information When a Support Request is opened.

  • Information collected by default using the Symantec Continuous Availability Log Collector, or
  • If the Log Collector is not used then the following information should be gathered:
    1. 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. Collect: %installdir%\R2\bin\*.xml
    5. Collect: %installdir%\R2\logs\*.*
    6. Collect: %systemroot%\nfinstalltemp\*.*
    7. Collect: %installdir%\R2\Support\*.*
    8. Collect: Continuous Availability Data Collector Logs in the following default locations:

      %systemroot%\Documents and Settings\USER\ApplicationData\Continuous Availability Data Collector
    9. Collect: %systemroot%\hs_err_pid*.*
    10. Collect: %systemroot%\system32\hs_err_pid*.*
    11. Collect: %systemroot%\Documents and Settings\*\nfsetupauditlog.txt
    12. The Windows Event Viewer Application and System logs exported to .CSV format files. See below for instructions on how to gather these.
    13. With the Continuous Availability Data Collector service installed, collect all the logs from the directory specified by Settings -> Output Files in the Continuous Availability Data Collector 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 Continuous Availability Data Collector information held on the servers.

Retrieving Logs from the Passive Server should theLog Collector Fail to do so Automatically

This section details how to retrieve Continuous Availability 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 channel IP address currently being used, you can check this via the Continuous Availability2011 Management Client configuration page.

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\SystemRootDrive$\Documents and Settings\All Users\Application Data\Symantec\Continuous Availability\Log_%DateAndTimeRun%\*.zip c:\temp\Continuous Availability\passive

    respectively

    copy \\passive.channel.ip.address\SystemRootDrive$\ProgramData\Symantec\ Continuous Availability \Log_%DateAndTimeRun%\*.zip c:\temp\Continuous Availability\passive

    for Windows 2008\*.*

    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.
  3. Run the following commands from a command prompt on either server with Continuous Availability installed:

    1. Current Configuration can be obtained by:

      cd c:\%Continuous Availability install folder%\r2\bin\ and run exportconfig.exe c:\temp\Continuous Availability\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\Continuous Availability\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\Continuous Availability\folders.txt
    4. This should be completed for each drive
  4. Sending information to Support:
    • As stated previously, the information gathered should be zipped and labeled clearly as Primary or Secondary for the server from which it was obtained.
    • All the above information must be supplied in order for Support Team to provide support effectively.


Applies To

Symantec Continuous Availability 2011
Log Collector V2.1 and later


Related Information

Continuous Availability REFID-2170

KBID-2170

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