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Alteryx Server Knowledge Base

Definitive answers from Server experts.

How To: Attach Server Log Files

AngelaO
Alteryx
Alteryx
Created

How To: Attach Server Log Files


This article explains how to pull logs to include in your Server Cases.
 

Prerequisites

 
  • Alteryx Server
    • All versions
 

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: How To: Obtain Logs the Easy Way!
Download and run the attached Log App. Then, upload the .zip file created to your case.
 

OPTION 2


Follow the instructions below to gather logs to attach to your case.

Jump to a particular log:

Gallery, Service and Engine Logs
RuntimeSettings.xml
LastStartupError.txt file
Windows Event Logs
System Info
.HAR file

 

1. Gallery, Service and Engine Logs


These logs are the best way for us to get to the root of the problem. 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)
 
Locating the path of your Engine logs
 
Engine logs are not stored by default. You can specify a location to store engine log files on the System Settings > Engine > General page in the Logging Directory.




Locating the path of your Service logs

Found in System Settings > Controller > General page in the Logging section.





Locate the path of your Gallery logs

Found in the System Settings > Gallery > General page in the Logging Directory section.





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. Even if you have installed Alteryx on a different drive, this file is always located in %ProgramData%\Alteryx\RuntimeSettings.xml.

Note: Server includes two RuntimeSettings.xml files. One will be from the Program Files Directory.  We do not want this file, only the one from 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.


3. LastStartupError.txt file (if the Alteryx Service is not starting)


This file will be in the same path as set in the System Settings > Controller > General > Logging. Default is: C:\ProgramData\Alteryx\Service. It may contain helpful messages to identify your issue.


 

4. 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.
  1. From the Windows Start menu, search for “event” and choose Event Viewer.
  2. Expand the Windows Logs and right-click on one of the following:
    • Application and select ‘Save All Events As…’ and save as *.evtx file
    • System and select ‘Save All Events As…’ and save as *.evtx file


 

5. 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.
  1. Click Windows Start Button and in the Search Programs and Files Field, type msinfo32.exe.  Click File > Save and save as .nfo file.
  2. Alternatively, you can provide the file located here: 
    • C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools\System Information.lnk


 

6. .HAR file (Optional)


The HTTP Archive format, or HAR, is a JSON-formatted archive file format for logging of a web browser's interaction with a site.This can be useful to provide when troubleshooting issues with the Gallery's display, or interactions on the Gallery UI in your browser.

See How to generate HAR file on the Gallery - Alteryx Community for steps to collect this log.
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