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[Bulk Archived] Retrieving the VMware vCenter Server Heartbeat Logs and other useful information for support purposes (1008124)

Last Updated: 3/20/2024Categories: How toTotal Views: 16520Language:
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Purpose

This article provides information about retrieving logs and other information required for troubleshooting.

The logs contain relevant information that details the issue and are commonly requested by VMware Technical Support when you file a Support Request.

Resolution

Using the Log Collector

For vCenter Server Heartbeat 6.5 or later:

From the System Tray, right-click the vCenter Server Heartbeat icon.

Select Collect diagnostic logs.

Click either Collect logs from all machines or Collect logs from this machine only.

When the Log Collector completes collecting the logs, it creates a .zip file and displays the location of the file in Windows Explorer.

In addition to using the Log Collector:

Navigate to and manually collect logs from these locations

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblog

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs

Create a .zip file containing the logs.

Attach all .zip files to your Support Request. For more information, see Filing a Support Request in Customer Connect (2006985) or Viewing and updating Support Requests in Customer Connect (2007048).

For vCenter Server Heartbeat v6.4 Update 1 and earlier:

Navigate to C:\Program Files\VMware\Vmware vCenter Server Heartbeat\R2\Bin\.

Double-click LogCollector.exe.

Follow the on screen prompts.

Collect logs from the location specified on screen by the Log Collector. This is typically C:\ProgramData\VMware\VMware vCenter Server Heartbeat\SupportLogs\Log_%DateAndTimeRun%\*.zip.

If collecting the logs for vCenter Server Heartbeat 6.4 or 6.4 Update 1, proceed to Step 5.

If collecting logs for vCenter Server Heartbeat 6.3 Update 1 or earlier, proceed to Step 6.

Navigate to and collect logs from these locations, then create a .zip file containing the logs:

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblogs

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs

Attach all .zip files to your Support Request. For more information, see Filing a Support Request in Customer Connect (2006985) or Viewing and updating Support Requests in Customer Connect (2007048).

Note: The proceeding section contains information about the required logs and provides steps to gather them. If you use the Log Collector to gather logs, you can disregard this section, or you can use it for informational purposes.

Information required by VMware Support

VMware Support requires this information when a Support Request is opened:

Information collected by default using the Log Collector

Or

If you do not use the Log Collector, you must gather this information:

Hardware ID/HBSIG

All NF values in the registry:

"HKEY_LOCAL_MACHINE\Software\JavaSoft\Prefs\Neverfail" "HKEY_LOCAL_MACHINE\Software\Neverfail"

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HookRegistryDriver"

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\nfdrv"

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\nfpktfltr"

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NFServerR2"

Installation logs from the new setup.exe

Any application scripts (for example, Start.bat and Stop.bat)

%installdir%\R2\bin\*.xml

%installdir%\R2\logs\*.*

%installdir%\R2\scripts\*.*

%systemroot%\nfinstalltemp\*.*

%installdir%\R2\Support\*.*

Heartbeat Diagnostics Logs in these default locations:

%systemroot%\Documents

Settings\USER\ApplicationData\VMware\VMware vCenter Server Heartbeat\HeartbeatDiagnosticsLogs

%Install_Location%\Heartbeat Diagnostics Logs

If /Heartbeat Diagnostics or –Heartbeat Diagnostics arguments are used, it searches on all local drives for HeartbeatDiagnosticslogs.

%systemroot%\hs_err_pid*.*

%systemroot%\system32\hs_err_pid*.*

%systemroot%\Documents and Settings\*\nfsetupauditlog.txt

For vCenter Server Heartbeat v6.4, logs from these locations:

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\hblogs

C:\Program Files\VMware\VMware vCenter Server Heartbeat\tomcat\apache-tomcat-6.0.32\logs

The Windows Event Viewer Application and System logs exported to .csv format files. See Gathering information in the correct format for more information.

If you have Heartbeat Diagnostics installed, collect all the logs from the directory specified by Settings > Output Files in the Heartbeat Diagnostics MMC snap-in.

Gathering information in the correct format

The Windows Event Viewer Application and System logs should be exported to .csv format files. To export to .csv:

Open Windows Event Viewer.

Clicking Action > Save log file as.

Change the save as type option to CSV (Comma Delimited).

Any FSI information held on the servers. If VMware vCenter Server Heartbeat is installed, the data is stored in the VMware directory under HeartbeatDiagnosticsLogs. If VMware vCenter Server Heartbeat is not installed, the data is stored in C:\HeartbeatDiagnosticsLogs.

Any Heartbeat Diagnostics information held on the servers. If VMware vCenter Server Heartbeat is installed, the data is stored in the VMware vCenter Server Heartbeat directory under HeartbeatDiagnosticsLogs. If VMware vCenter Server Heartbeat is not installed, the data is in C:\HeartbeatDiagnosticsLogs.

Retrieving Logs from the Passive Server

This section contains steps to retrieve VMware vCenter Server Heartbeat logs from the passive server when there are no management (back-door) IP addresses configured. Perform these tasks only </u>if the logs are requested by VMware Support.

Note: If you do not know the vCenter Server Channel IP address currently being used, you can check this using the VMware vCenter Server Heartbeat Console Server: Summary page.

To retrieve logs from the passive server:

At the console of the active server run these commands, by substituting the relevant directories as appropriate:

c:\net use \\passive.channel.ip.address /user:administrator
copy \\passive.channel.ip.address\VMwareInstallDrive$\VMware\ VMware vCenter Server Heartbeat InstallDir\R2\logs\*.*
c:\temp\VMware\passive
copy \\passive.channel.ip.address\VMwareInstallDrive$\ VMware vCenter Server HeartbeatlInstallDir\R2\scripts\*.*
c:\temp\VMware\passive

Note: When a management (back-door) IP address already exists on the passive server, the logs can be copied from the passive server to a remote client using explorer.

To obtain current configuration information, run this command from a command prompt on either server with VMware vCenter Server Heartbeat installed:

cd c:\VMware\ VMware vCenter Server Heartbeat\r2\bin\ and run exportconfig.exe c:\temp\VMware\config.xml

To obtain Registry Information (including current File Filters), run this command from a command prompt on either server with VMware vCenter Server Heartbeat installed:

reg export HKLM\Software\JavaSoft\Prefs\neverfail\current\/Interceptor\/Filters c:\temp\VMware\file-filters.txt

To list all folders on a drive, run this command from a command prompt on either server with VMware vCenter Server Heartbeat installed:

cd\
dir /a:d /b /s >>c:\temp\VMware\folders.txt

Note: This step must be completed for each drive.

Attach all .zip files to your Support Request. For more information, see Filing a Support Request in Customer Connect (2006985) or Viewing and updating Support Requests in Customer Connect (2007048).

Note: The information gathered must be zipped and labeled clearly as Primary and Secondary.

Related Information

vCSHB-Ref-146

How to file a Support Request in Customer Connect
How to view and update Support Requests in Customer Connect

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