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, scanner logs, scan configuration logs, VM manager configuration files, and files generated during scans.

Before you begin

An icon representing a user. You must be an Administrator or have the Manage Support Data and View Endpoints permissions to perform this task.

About this task

If you want to collect the logs, follow the steps that are described below. The steps might be different for particular version. Choose the path suitable for your version.

Procedure

  • 9.2.11 For version 9.2.11 and higher, perform the following steps.
    1. Log in to BigFix Inventory, and go to Reports > Computers.
    2. Select the name of the computer from which you want to collect the logs, and then click Computer Support Data.
      Computer Support Data button
    3. Download the logs.
      • If you are requested to provide only basic support data, click Download.
      • If you are requested to provide basic and supplementary data, click Refresh Supplementary Data. Then, refresh the page to see when the data is collected. When the supplementary data is available, click Download.Computer Support Data panel with refreshed supplementary data
    4. Optional: By default, the size of downloaded packages is limited to 20 MB. If you are not able to download the log package, change the value of the _BESRelay_UploadManager_CompressedFileMaxSize parameter. It is a one-time setup. To change the value, perform the following steps.
      1. Log in to the BigFix console.
      2. In the left navigation tree, click Computers.
      3. Right-click the following computer, and click Edit Computer Settings.
        • BigFix relay with which the computer that cannot send the logs is communicating.
        • If there is no relay, computer on which the BigFix server is installed.
      4. Set the value of the _BESRelay_UploadManager_CompressedFileMaxSize parameter to 100000000 (100 MB). If the parameter is not listed, click Add to add it.
        _BESRelay_UploadManager_CompressedFileMaxSize=100000000
    5. Provide the log package to BigFix Support.
  • 9.2.8 For versions 9.2.8 to 9.2.10, perform the following steps.
    1. Run a fixlet that creates a log package on the selected computer. The fixlet is available starting from site version 99.
      1. Log in to the BigFix console.
      2. In the navigation tree, click Sites > External Sites > BigFix Inventory v10 > 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. Download the log package.
      1. Log in to BigFix Inventory.
      2. In the navigation bar, click Reports > Computers.
      3. Click the name of the computer on which the fixlet was run.
      4. When the detailed report for that computer opens, add /mustgather to the report URL in the web browser to download the package to your computer. For example:
        https://<host>:<port>/sam/computers/1/mustgather
    3. Provide the log package to BigFix Support.