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How To: Attach Log Files This article explains how to pull logs to include in your Server Cases.
Prerequisites: Alteryx Server
Procedure To EXPEDITE the resolution of your case, please include the relevant logs below:
OPTION 1: Use an Alteryx App to gather logs to attach to your case. Download and run the attached Log App. Then, upload the .zip file created to your case. More info - How To: Obtain Logs the Easy Way!
OPTION 2: Follow the instructions below to gather logs to attach to your case.
1. Gallery, Service and Engine Logs are the best way for us to get to the root of the problem. We look at errors and warnings. For the Alteryx logs (Gallery, Service, and Engine), please include the logs that reflect the time of the error/crash (the logs immediately before and after the error/crash). Before sending the logs, recreate the issue, and then send the latest logs.
Default Paths: Gallery Logs (\ProgramData\Alteryx\Gallery\Logs) Service Logs (\ProgramData\Alteryx\Service\AlteryxServiceLog.log) *** Send several .log files. Engine Logs (\ProgramData\Alteryx\ErrorLogs)
If you have Server, and do not have logs in the pathways above, click Options >> User Settings >> System Settings, and note the paths that the logs are written to. Navigate to that location and collect the logs. If the path is not yet set, pick a path, rerun the workflow to create the error, and then send the logs.
Locating the path of your Engine logs:
It’s important to note that by default Engine logs do not generate, therefore this field will be empty for most users. If a user wants to enable Engine Logging, then they will need to set a directory of their choosing in this field.
Locating the path of your Service logs:
Locating the path of your Gallery logs:
If you aren't using Server, you're probably using an Automation/Scheduler installation that has logs located in C:\Program Data\Alteryx\Engine. However, if you have Automation/Scheduler and do not have logs in this pathway, click Options >> User Settings >> System Settings, and note the paths that the logs are pointed to. Then locate and send the logs.
If there is not a directory, check "Override System Settings", and enter a path for “Logging Directory." Rerun your workflow to create the error and send the new log files.
Check out this resource for more information on Alteryx logs!
2. RuntimeSettings.xml – This file gives us helpful information about your specific instance configuration and the default location is: C:\ProgramData\Alteryx\RuntimeSettings.xml (unless you have a custom installation). You should have a RuntimeSettings.xml file, even if it is not in the default directory, and should be able to recover it for sharing with a disk search of the file name.
Note: This search will find two RuntimeSettings.xml. One will be from the Program Files Directory. We do not want this file, only the one from C:\ProgramData.
The RuntimeSettings.xml file outlines the configuration of your Server and will provide Support critical information on how the node is configured. In a multi-node environment, we will need this file from each node. This file will only exist for Server installations and Desktop Automation/Scheduler installations. Regular Non-Admin Designer installations will not have this file available.
3. Check for LastStartupError.txt file * This file will be in the same path as set in the System Settings: Controller >> General >> Logging * Default is: C:\ProgramData\Alteryx\Service May contain helpful messages to identify your issue.
4. Screenshot of System Settings – Click Control Panel >> All Control Panel Items >> System. We need your system settings to replicate issues you are having on a similar configuration.
This information in conjunction with the RuntimeSettings.xml will help Support be sure that your Server is properly configured for the amount of resources that are available.
5. Windows Event Logs (Optional)- Event logs provide historical information that can help you track down system and security problems. Provide System and Application logs in evtx format.
o From the Windows Start menu, search for “event” and choose Event Viewer. o Expand the Windows Logs and right-click on ‘Application’ and select ‘Save All Events As…’ and save as *.evtx file o Right-click on ‘System’ and select ‘Save All Events As…’ and save as *.evtx file
o Right-click on ‘System’ and select ‘Save All Events As…’ and save as *.evtx file
6. System Info - Records events logged by the operating system or its components, such as the failure of a service to start at bootup. System Information shows details about your computer's hardware configuration, computer components, and software, including drivers.
System Information will provide Support with the detailed specifications of your Server that will be very helpful when troubleshooting complex issues. This will provide us with information about the Services that are running, specific information around the CPU and memory of the system, available drive space, and other information that can be very useful for identifying potential problems.
Click Start and in the Search Programs and Files Field, type msinfo32.exe. Click File >> Save and save as .nfo file.