000039073 - Unable to find provided Log Reference Id in error logs in RSA Archer

Document created by RSA Customer Support Employee on Jul 3, 2020
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Article Number000039073
Applies ToRSA Product Set: RSA Archer
IssueFrequently the LogReferenceId provide in a user interface error message cannot be found in the RSA Archer Suite logs. Unfortunately, sometimes this attribute is not written into the log in this format.
WorkaroundThe LogReferenceId attribute is a timestamp that has been slightly reformatted.

For example, provided this Log Reference ID 042420-231347-8975. It can be reformatted to 2020-04-24T23:13:47.8975 to search the logs for. Sometimes there can be a difference between the time the error occurs and the time the error is written, this can be seen in the error log entry example below.

Given the following log reference id 042420-231347-8975, here are four search strings to look for in order until something matches. Keep in mind that these searches may return more than one entry or only unrelated entries, the applicability of any matches need to be evaluated for the issue being troubleshot.
  1. Provided Log Reference ID 042420-231347-8975
  2. Reformatted to timestamp 2020-04-24T23:13:47.8975
  3. Shortened timestamp 2020-04-24T23:13:47 (remove decimal seconds)
  4. Shortened timestamp 2020-04-24T23:13:48 (remove decimal seconds and increment second)

<E2ETraceEvent xmlns="http://schemas.microsoft.com/2004/06/E2ETraceEvent">
    <System xmlns="http://schemas.microsoft.com/2004/06/windows/eventlog/system">
        <SubType Name="Error">0</SubType>
        <TimeCreated SystemTime="2020-04-24T23:13:47.9165325Z" />
        <Source Name="Archer.Web" />
        <Correlation ActivityID="{00000000-0000-0000-0000-000000000000}" />
        <Execution ProcessName="w3wp" ProcessID="8000" ThreadID="79" />
        <Channel />
                <TraceRecord Severity="Error" xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord">