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Troubleshooting: Turn on additional debug logging - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>PROBLEM:</strong><br>Default logging may be inadequate and additional logging information is needed<br><br><strong>SOLUTION:</strong><br>Depending on the nature of the issue, the Support team would provide you with a 'class' to be enabled for additional logging.<br>Again, depending on the nature of the issue, the logging may be enabled on the BVE, the DGE or the DGEX servers.<br><br><strong>Step 1:</strong><br>Ensure that the Support Engineer has provided the lines in the Support ticket</p> <p><strong>Step 2:</strong><br>* Backup the file TRAVERSE_HOME\etc\logging\debug.xml to a backup directory such as the Desktop<br>* Edit the file TRAVERSE_HOME\etc\logging\debug.xml<br>* Put the cursor on the line before the last tine <code class="code codeInline" spellcheck="false" tabindex="0"></included></code><br>* Enter the lines specifying the class provided by the support engineer. For example, if the lines provided by the support engineer are<br> (<strong>NOTE</strong> - the lines provided here are an example - the support engineer will provide you the relevant lines for your issue on the support ticket)</p> <div> <pre class="code codeBlock" spellcheck="false" tabindex="0"><logger name="monitor.MonitorServer" level="DEBUG"><br> <appender-ref ref="FILEdebug"/><br></logger></pre> </div> <p>this section of the file should look like:</p> <div> <pre class="code codeBlock" spellcheck="false" tabindex="0"><logger name="monitor.MonitorServer" level="DEBUG"><br> <appender-ref ref="FILEdebug"/><br></logger> </included></pre> </div> <p>* Save the file</p> <p><strong>Step 3:</strong><br>* Backup the file TRAVERSE_HOME\etc\logback.xml to a backup directory such as the Desktop<br>* Edit the file TRAVERSE_HOME\etc\logback.xml<br>* Look for the entry <property name="LOGDEBUG" ....<br>* If the entry is:</p> <div> <pre class="code codeBlock" spellcheck="false" tabindex="0"><property name="LOGDEBUG" value="false" /> <!-- when 'true' edit ${LOGINC}/debug.xml --></pre> </div> <p> change the value to true so that it should look like</p> <div> <pre class="code codeBlock" spellcheck="false" tabindex="0"><property name="LOGDEBUG" value="true" /> <!-- when 'true' edit ${LOGINC}/debug.xml --></pre> </div> <p>* If the entry is already true, such as,</p> <div> <pre class="code codeBlock" spellcheck="false" tabindex="0"><property name="LOGDEBUG" value="true" /> <!-- when 'true' edit ${LOGINC}/debug.xml --></pre> </div> <p> the file still needs to have an updated time stamp<br> Go to the end of the line, add a space and save the file<br>* Ensure that the timestamp on this file is the current time</p> <p><strong>Step 4:</strong><br>* Wait 2 minutes<br>* Review the file debug.log - additional information will be collected here<br><br></p> <p><strong>Turn off additional logging</strong>:<br>* Restore the original TRAVERSE_HOME\etc\\logging\debug.xml first<br>* Next restore the original TRAVERSE_HOME\etc\logback.xml<br>* Make a minor edit (as described above) to TRAVERSE_HOME\etc\logback.xml<br>* Ensure that the additional logging in debug.log has ceased</p> <p><br><strong>NOTE:</strong> Unless specifically indicated, debug logging should be enabled for 10 minutes</p> <p><strong>NOTE:</strong> Depending on the additional logging enabled, the disk may fill up. Keep a watchful eye</p> <p> </p> </article> </main>