Standard Set of Log files for the OpenPages Application

Question

What logs should be provided when opening a case with IBM OpenPages Support Team?

Answer

The OpenPages Administrator Guide goes into detail about what the logs capture. Generally, when opening a case with IBM OpenPages Support, the following should be provided as it will help reduce the lead time needed to resolve any questions and/or issues:
1. Environment (ie: production, development, uat, etc)
2. Release and Patch Level (ie: OP 6.2.1.0, OP 7.0.0.0, OP 7.2.0.2, etc)
3. Application Server Type (ie: Oracle WebLogic; IBM WebSphere, etc)
4. Operating System (ie: AIX 6.1; Windows Server 2008; Linux 6.1, etc)
5. Database Type (ie: Oracle 11.2.0.4; DB 10.1 FP1, etc)
6. Description of the Issue
7. Detailed Steps to Reproduce the Issue (ie: Step 1: Click Here; Step 2: Select This, etc)
8. Screenshot of the Issue in a word document (images in emails don't get saved properly in the case system)
9. Actual Results
10. Expected Results
11. The standard set of log files (if there is an error message like: OP-12345, code-like errors, functionality not working as expected)
12. Any current work-arounds implemented
13. The date/time the issue was encountered so the logs can be cross-referenced

For Windows 7 users, you can utilize Microsoft's Problem Steps Recorder to capture the detailed steps to reproduce the issue. You can open and activate the utility by the following:

1. Click on the start icon.
2. Type in: psr.

Once opened, you can click on the record button at anytime to capture screenshots, user actions (such as clicks, scrolls, and typing), and annotations. Once the issue has been reproduced, the end user can stop the recording and save the recording. The recording will be saved in a MHT and will also be zipped.

The following are the standard set of log files for the OpenPages application server:

OpenPages 6.x / 7.0.x / 7.1.x - Websphere + Windows

..\OpenPages\openpagesregistry.xml
..\OpenPages\aurora\conf\aurora.properties
..\OpenPages\aurora\logs\<servername>-IBPMNode<#>Server-aurora.log
..\OpenPages\aurora\logs\<servername>-IBPMNode<#>Server-startup.log
..\OpenPages\aurora\logs\<servername>-OPNode<#>Server<#>-aurora.log
..\OpenPages\aurora\logs\<servername>-OPNode<#>Server<#>-startup.log
..\OpenPages\Fujitsu\InterstageBPM\server\instance\default\logs\<servername>-IBPMNode<#>Server.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\startServer.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\stopServer.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\activity.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\syncNode.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\startServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\stopServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\SystemErr.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\ffdc\*.txt
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\SystemErr.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\startServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\stopServer.log

OpenPages 6.x / 7.0.x / 7.1.x - Websphere + AIX / Linux

../OpenPages/openpagesregistry.xml
../OpenPages/aurora/conf/aurora.properties
../OpenPages/aurora/logs/<servername>-IBPMNode<#>Server-aurora.log
../OpenPages/aurora/logs/<servername>-IBPMNode<#>Server-startup.log
../OpenPages/aurora/logs/<servername>-OPNode<#>Server<#>-aurora.log
../OpenPages/aurora/logs/<servername>-OPNode<#>Server<#>-startup.log
../OpenPages/Fujitsu/InterstageBPM/server/instance/default/logs/<servername>-IBPMNode<#>Server.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/startServer.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/stopServer.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/activity.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/syncNode.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/startServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/stopServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/SystemErr.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/ffdc/*.txt
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/SystemErr.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/startServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/stopServer.log

OpenPages 6.x / 7.0.x - Weblogic + Windows

..\OpenPages\openpagesregistry.xml
..\OpenPages\aurora\conf\aurora.properties
..\OpenPages\aurora\logs\*.log
..\OpenPages\logs\*.log
..\OpenPages\OpenPagesDomain\servers\OpenPagesAdminServer\logs\access.log
..\OpenPages\OpenPagesDomain\servers\OpenPagesAdminServer\logs\OpenPagesAdminServer.log
..\OpenPages\OpenPagesDomain\servers\OpenPagesAdminServer\logs\OpenPagesDomain.log
..\OpenPages\OpenPagesDomain\servers\<servername>-OpenPagesServer<node-#>\logs\access.log
..\OpenPages\OpenPagesDomain\servers\<servername>-OpenPagesServer<node-#>\logs\<servername>-OpenPagesServer<node-#>.log
..\Fujitsu\InterstageBPM\IBPMDomain\servers\<servername>-InterstageBPMCS<node-#>\logs\access.log
..\Fujitsu\InterstageBPM\IBPMDomain\servers\<servername>-InterstageBPMCS<node-#>\logs\<servername>-InterstageBPMCS<node-#>.log
..\Fujitsu\InterstageBPM\server\instance\default\logs\<servername>-InterstageBPMCS<node-#>.log

OpenPages 7.2 - Windows

..\OpenPages\openpagesregistry.xml
..\OpenPages\aurora\conf\aurora.properties
..\OpenPages\aurora\logs\<servername>-IBPMNode<#>Server-aurora.log
..\OpenPages\aurora\logs\<servername>-IBPMNode<#>Server-startup.log
..\OpenPages\aurora\logs\<servername>-OPNode<#>Server<#>-aurora.log
..\OpenPages\aurora\logs\<servername>-OPNode<#>Server<#>-startup.log
..\OpenPages\Fujitsu\InterstageBPM\server\instance\default\logs\<servername>-IBPMNode<#>Server.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\startServer.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\stopServer.log
..\OpenPages\Fujitsu\InterstageBPM\profiles\<servername>IBPMNode<#>\<servername>IBPMNode<#>Server\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\activity.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\syncNode.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\startServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\stopServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\SystemErr.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\nodeagent\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\ffdc\*.txt
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\SystemErr.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\SystemOut.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\startServer.log
..\OpenPages\profiles\<servername>-OPNode<#>\logs\<servername>-OPNode<#>Server<#>\stopServer.log
..\OpenPages\OPSearch\opsearchtools\logs\*.log

OpenPages 7.2 - AIX / Linux

../OpenPages/openpagesregistry.xml
../OpenPages/aurora/conf/aurora.properties
../OpenPages/aurora/logs/<servername>-IBPMNode<#>Server-aurora.log
../OpenPages/aurora/logs/<servername>-IBPMNode<#>Server-startup.log
../OpenPages/aurora/logs/<servername>-OPNode<#>Server<#>-aurora.log
../OpenPages/aurora/logs/<servername>-OPNode<#>Server<#>-startup.log
../OpenPages/Fujitsu/InterstageBPM/server/instance/default/logs/<servername>-IBPMNode<#>Server.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/startServer.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/stopServer.log
../OpenPages/Fujitsu/InterstageBPM/profiles/<servername>IBPMNode<#>/<servername>IBPMNode<#>Server/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/activity.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/syncNode.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/startServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/stopServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/SystemErr.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/nodeagent/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/ffdc/*.txt
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/SystemErr.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/SystemOut.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/startServer.log
../OpenPages/profiles/<servername>-OPNode<#>/logs/<servername>-OPNode<#>Server<#>/stopServer.log
../OpenPages/OPSearch/opsearchtools/logs/*.log

OpenPages 7.2.0.4 and onwards

The new feature added in OP 7.2.0.4 named LogCollector could be used to gather all the files and diagnostic data that needs to be uploaded to the case.
Review next links to fully understand its functionality and how to use it:
Using the Log Collector Utility Tool (YouTube Video)
https://www.ibm.com/support/knowledgecenter/en/SSFUEU_8.0.0/op_grc_admin/c_op_logcollector.html

If this is suspected to be reporting related or computed field related, the following additional logs should also be provided. The standard set of logs related to reporting, report administration, and computed fields are:

OpenPages 6.2.x / 7.0.x / 7.1.x - Windows

..\Program Files\ibm\cognos\c10_64\logs\localhost_log.<yyyy>-<mm>-<dd>.txt
..\Program Files\ibm\cognos\c10_64\logs\pogo_<yyyy>-<mm>-<dd>.log
..\Program Files\ibm\cognos\c10_64\logs\pogoMetrics_<yyyy>-<mm>-<dd>.log
..\Program Files\ibm\cognos\c10_64\logs\cogserver.log
..\Program Files\ibm\cognos\c10_64\logs\tomcat.log
..\Program Files\ibm\cognos\c10_64\logs\OpenPagesSecurityProvider.log
..\OpenPages\CommandCenter\framework\logs\script-player.log
..\OpenPages\CommandCenter\framework\logs\framework-generator.log
..\OpenPages\CommandCenter\framework\logs\script-player-error.log

OpenPages 6.2.x / 7.0.x / 7.1.x - AIX / Linux

../opt/ibm/cognos/c10_64/logs/OpenPagesSecurityProvider.log
../opt/ibm/cognos/c10_64/logs/cogserver.log
../opt/ibm/cognos/c10_64/logs/tomcat.log
../opt/ibm/cognos/c10_64/logs/localhost_log.<yyyy>-<mm>-<dd>.txt
../opt/ibm/cognos/c10_64/logs/mob.log
../OpenPages/CommandCenter/framework/logs/script-player.log
../OpenPages/CommandCenter/framework/logs/framework-generator.log
../OpenPages/CommandCenter/framework/logs/script-player-error.log

OpenPages 7.2.x - Windows

..\Program Files\ibm\cognos\c10_64\logs\localhost_log.<yyyy>-<mm>-<dd>.txt
..\Program Files\ibm\cognos\c10_64\logs\pogo_<yyyy>-<mm>-<dd>.log
..\Program Files\ibm\cognos\c10_64\logs\pogoMetrics_<yyyy>-<mm>-<dd>.log
..\Program Files\ibm\cognos\c10_64\logs\cogserver.log
..\Program Files\ibm\cognos\c10_64\logs\tomcat.log
..\Program Files\ibm\cognos\c10_64\logs\OpenPagesSecurityProvider.log
..\OpenPages\CommandCenter\framework\logs\script-player.log
..\OpenPages\CommandCenter\framework\logs\framework-generator.log
..\OpenPages\CommandCenter\framework\logs\script-player-error.log
..\OpenPages\CommandCenter\wlp\usr\servers\IBMOpenPagesFrameworkModelGenerator\logs\*.log

OpenPages 7.2.x - AIX / Linux

../opt/ibm/cognos/c10_64/logs/OpenPagesSecurityProvider.log
../opt/ibm/cognos/c10_64/logs/cogserver.log
../opt/ibm/cognos/c10_64/logs/tomcat.log
../opt/ibm/cognos/c10_64/logs/localhost_log.<yyyy>-<mm>-<dd>.txt
../opt/ibm/cognos/c10_64/logs/mob.log
../OpenPages/CommandCenter/framework/logs/script-player.log
../OpenPages/CommandCenter/framework/logs/framework-generator.log
../OpenPages/CommandCenter/framework/logs/script-player-error.log
../OpenPages/CommandCenter/wlp/usr/servers/IBMOpenPagesFrameworkModelGenerator/logs/*.log

OpenPages 7.2.0.4 and newer

The LogCollector utility can be used to gather all the logs. It is located in the application server and by default is not able gather log files for a seperate Cognos server. However, you can solve this by sharing the Cognos folders to the Application server and modifying the LogCollector.xml file.

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