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How to generate log files for ArchiveOne for Files

  • Type: Knowledgebase
  • Date changed: 10 months ago
Solution #00007638

Scope:ArchiveOne For Files, all versions


When troubleshooting an issue on the ArchiveOne for Files system, you may be requested to generate log files for Support for diagnostic purposes. This article explains how to produce these log files by first removing all previous log files, reproducing the issue, and then where to collect the required log files.


  1. On the File Agent server (the server where the archived file is located), delete all the files in C:\Program Files\C2C Systems\Archive One NG\Logs (or for 32-bit systems C:\Program Files (x86)\C2C Systems\Archive One NG\Logs).
  2. On the Data Processing Server (the server where the ArchiveOne for Files Management console is installed), delete all files in C:\Program Files (x86)\C2C Systems\Archive One NG\Logs.
  3. On the Data Processing Server, open the Windows Services console.
  4. Stop the 'ArchiveOne Broker Service' and 'ArchiveOne Core Service'.
  5. On the File Agent server, open the Windows Services console.
  6. Stop the 'ArchiveOne File System Dispatcher' service and the 'ArchiveOne File Retrieval Service'.
  7. On the Data Processing server, start the 'ArchiveOne Broker Service' and 'ArchiveOne Core Service'.
  8. On the File Agent server, start the 'ArchiveOne File System Dispatcher' service and the 'ArchiveOne File Retrieval Service'.
  9. Now carry out the same steps to reproduce the error. For instance, this might be attempting to retrieve an archived file from the File Agent server.
  10. Once the error has been reproduced, collect all the files generated from both:
    • C:\Program Files\C2C Systems\Archive One NG\Logs on the File Agent server (or C:\Program Files (x86)\C2C Systems\Archive One NG\Logs on 32-bit systems).
    • C:\Program Files (x86)\C2C Systems\Archive One NG\Logs on the Data Processing Server.

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