Troubleshooting > Collecting trace directories

  

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Collecting trace directories

If you need to contact HP for support with an issue, run the GatherLogs utility. GatherLogs is in the same directory as HP SUM.

HP SUM generates a set of debug trace logs that contain internal process and debug information which can be useful in determining HP SUM failures. Trace directories are stored in the /tmp/HPSUM (Linux) and %temp%\HPSUM (Windows) directories. HP SUM creates trace directories for each function and node that HP SUM updates.

HP SUM includes a utility named GatherLogs.bat (Windows) or Gatherlogs.sh (Linux) to create a compressed .zip (Windows) or tar.Z (Linux) file with all the logs. If you need to review the log files, you can run this utility to gather all the logs in one file.
[NOTE: ]

NOTE: Exit HP SUM before running the GatherLogs utility.

If you are running HP SUM in offline mode, use the following instructions to collect trace directories and logs.

  1. Launch HP SUM in offline mode.

  2. Launch the command prompt from the HP SUM GUI by pressing CTRL+ALT+D+B+X.
    [NOTE: ]

    NOTE: After approximately 30 seconds, the command prompt appears over the HP SUM GUI window.

  3. Change the directory to the one running HP SUM. For example, cd /mnt/bootdevice/SPP2012060B/hp/swpackages.

  4. Type ./gatherlogs.sh to collect the HP SUM logs. All logs are collected in a .tar.gz file in the directory where you placed HP SUM or in a temp directory if the HP SUM directory is read-only. The log file is named HPSUM_Logs_$(datetime).tar.

  5. Place the logs on a removable media if you want to view them on another computer.

HP SUM stores logs in the following locations:

Logs Windows directory Linux directory
User level logs C:\cpqsystem\hp\log /var/hp/log
Debug logs %temp%\HPSUM /tmp/HPSUM
Local copy of HP SUM binaries when needed* %temp%\localhpsum /tmp/localhpsum
Remote node files admin$\temp /tmp/HPSUM

*HP SUM 6.3.0 and higher makes a local copy of binaries and support files when HP SUM is launched from a network mounted share or read-only location. This allows HP SUM uninterrupted access during updates.
[NOTE: ]

NOTE: On Linux systems, f you do not find logs in the locations listed above, check the directory /var/cpq/Component.log.

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