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How to enable advanced tracing and collect log files for an ArchiveOne (Compliance) technical issue

  • Type: Knowledgebase
  • Date changed: 3 years ago
Solution # 00007568

Scope: ArchiveOne Enterprise, v6.5 and earlier

Answer:

OVERVIEW
This process will explain how to enable Advanced tracing, save and submit the trace logs and how to subsequently reset the trace level for ArchiveOne Compliance.

HOW TO STEPS
To enable Advanced tracing:

1. On the archive server, open the ArchiveOne Enterprise (Compliance) Admin console.*
2. Check no archiving is currently running by right-clicking the 'Status' node and selecting 'Immediate archiving...'. If any policies are running, click the 'Stop' button to terminate them before proceeding.
3. Once archiving has stopped, close the Immediate Archiving window.
4. Right-click on the 'Status' node and choose 'Configure...'.
5. Select the 'Diagnostics' tab.
6. Change the trace level in the dropdown menu to 'Advanced'.
7. Click OK and close the ArchiveOne Admin console.
8. Open the Microsoft Service console (services.msc).
9. Restart the 'Archive One Enterprise (Compliance) Service'.

Now recreate the technical issue to reproduce the error.

Once the issue has been reproduced, collect and submit the trace logs generated as follows:

1. On the archive server, open the ArchiveOne Admin console.
2. Right-click on the 'Status' node and choose 'Configure...'.
3. Select the 'Diagnostics' tab.
4. Click the 'View Trace File' button.
5. The trace file will now open in a web browser (this could take some time depending on the size of the trace file).
6. Save the log file as a .htm file.
7. Zip the saved log file if necessary, and then email the trace file to your Support representative or upload the file to the FTP location provided by your Support representative.

You can now reset logging back to Standard level as follows:

1. On the archive server, open the ArchiveOne Enterprise (Compliance) Admin console.
2. Right-click on the 'Status' node and select 'Configure...'.
3. Select the 'Diagnostics' tab.
4. Change the trace level in the dropdown menu to 'Standard'.
5. Click OK and close the ArchiveOne Admin console.
6. Open the Microsoft Service console (services.msc).
7. Restart the 'Archive One Enterprise (Compliance) Service' to bring the new log level into effect.

*  If your issue is that the ArchiveOne Console will not open please refer to the following article:

HOWTO: Enable and gather Advanced Tracing if the ArchiveOne Compliance console will not open:

http://support.c2c.com/2013/05/22/howto-enable-and-gather-advanced-tracing-if-the-archiveone-compliance-console-will-not-open/

 




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