000029005 - Where can I find the logs files for the RSA Archer Suite?

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Mar 2, 2019
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Article Number000029005
Applies ToRSA Product Set: Archer
RSA Product/service Type: Archer Platform, Archer Control Panel (ACP)
RSA Version/Condition: 5.x, 6,x
Platform: Windows Server
IssueWhere can I find the log files associated with my RSA Archer Suite environment?
ResolutionFollow the instructions below to find the RSA Archer Suite log files.
  1. Log in to an RSA Archer server.
  2. Open the Archer Control Panel by navigating to Start > All Programs > RSA Archer > RSA Archer Control Panel.
  3. Double-click on the Instance.

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    Note: The name of the instance may vary depending on your setup. (e.g. 50000)

  4. Go to the General tab and take note of the location of the log files in the Path field.

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  5. Navigate to the logs directory found in the previous step using Windows Explorer. The directory structure will look similar to the example shown below.
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  6. The folders (which are Archer1 and Archer2 in this example) include your Instance logs and the other log files are your root logs.

When sending these logs to RSA Customer Support, please make sure that you send all the logs for the day the issue you having occurred, which are listed below.

  • Archer.Archer.Services.DataFeedService.xxxxx
  • Archer.w3wp.xxxxx
  • QueuingService.xxxxx
  • Archer.ArcherTech.JobFramework.Cache
  • Archer.ArcherTech.JobFramework.Host
  • Archer.ArcherTech.JobFramework.Job.xxxxxx
  • Archer.AdvancedWorkflow
  • Archer.WpServiceHost
  • Archer.ArcherTech.Services.CachingService
  • Archer.ArcherTech.Services.ConfigurationService

Note: The instance names may vary depending on your setup. It is recommended that you sort by date modified and send the latest updated logs in your root folder. You should also open the respective Instance folder where the issue is occurring, sort by date modified and send the latest updated logs.

It's best if you zip the logs up and email them via the case email thread, upload them to the support case via the RSA Case Management portal or using the RSA SFTP site if the zip file is very large.