Gathering Gateway logs for troubleshooting

[EcoStruxureIT]

A technical support representative might ask you to gather logs for troubleshooting.

Gateway Logs

1. Log into the Gateway user interface.
2. Go to Settings > Advanced > Download server logs and click Download to download a zip file of the logs.

   If Gateway services are down, please provide the logs from the following folder locations:

   • C:\Program Files\EcoStruxureITGateway\<version>\log
   • C:\Program Files\EcoStruxureITGateway\<version>\pgsql\data\pg_log

Installation Logs

Gather these logs for installation or software update issues:

• Gateway 1.10 and newer
  • installbuilder_installer_*.log
  • install_helper_*.log
• Older Gateway versions
  • EcoStruxure*
  • bitrock*

Windows 

If you downloaded and installed the Gateway software, gather logs from:

• C:\Users\<username>\AppData\Local\Temp
• C:\Users\<username>\AppData\Local\Temp\<number folder>

If you updated the Gateway software from the IT Expert web application, or the update was automatically run by Schneider Electric, gather logs from:

• C:\Windows\Temp
• C:\Windows\Temp\<number folder>

Linux

Gather logs from:

• /tmp/

Service Settings

There are several setting that can affect running and/or upgrading the Gateway service, only gather these if requested by customer support.

Windows

Gather the Gateway settings from the Registry.

1. Run regedit.exe
2. Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>JavaSoft>Prefs>com>se
3. Right click the se folder and select Export.
4. Navigate to HKEY_LOCAL_MACHINE>SOFTWARE>Schneider Electric.
5. Right click the se folder and select Export.
6. Send these two files to Customer Support