Troubleshooting Files FAQ
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Troubleshooting Files FAQ
Q). What files are useful for troubleshooting
A). The following files are useful. Please find their common locations listed below:
config.xml
Windows: C:\Program Files\Apache Software Foundation\Tomcat 6.0\webapps\pinsafe\WEB-INF\conf
Appliance: /usr/local/apache-tomcat-5.5.20/webapps/pinsafe/WEB-INF/conf
The config.xml can be be saved from the PINsafe administration console by selecting Save Configuration.
filter.xml
Windows: C:\Program Files\Apache Software Foundation\Tomcat 6.0\webapps\pinsafe\WEB-INF\conf
Appliance: /usr/local/apache-tomcat-5.5.20/webapps/pinsafe/WEB-INF/conf
pinsafe.log
Windows: C:\Program Files\Apache Software Foundation\Tomcat 6.0\webapps\pinsafe\WEB-INF\logs
Appliance: /usr/local/apache-tomcat-5.5.20/webapps/pinsafe/WEB-INF/logs
Each file is named pinsafe.log and pinsafe.log.n where n is the log file number, the older the log file, the higher the number.
The PINsafe log can be saved from the PINsafe administration console by selecting log viewer, and then save, it saves the current page of logs, view other pages and save to view different logs.
If the PINsafe Administration Console cannot be accessed, then the logs can also be viewed the the PINsafe Log Viewer Application
Tomcat logs localhost<date>.log, catalina<date>.out
Windows: C:\Program Files\Apache Software Foundation\Tomcat 6.0\logs
Appliance: /var/log/tomcat
server.conf
Windows: C:\Program Files\Apache Software Foundation\Tomcat 6.0\conf
Appliance: /usr/local/apache-tomcat-5.5.20/conf
MySQL Log
If you are using an A/A appliance possibly with DR and the appliance MySQL Db, the following log files may be of use:
/var/log/mysqld.log
Webmin Logs
/var/webmin/miniserv.error
Retrieving the Files from an Appliance
You can use Webmin to retrieve files (https://<pinsafe_server>:10000). From the top menu, select Others, then Upload and Download. From the sub-menu select Download from Server. See also Copying appliance files How to Guide
However, it is often simpler to use a visual SCP tool. The Windows tool we recommend is WinSCP.
Log files in Appliance backups
Many of the logs are backed up and on the PINsafe appliance are stored by default daily in the /backups folder and are stored daily. Additionally if off site backups are made such as through FTP, these can also be viewed.
Sending the files to Swivel support
If they are more than 10 Mb in size then they will need to be compressed using winzip or for Unix files tar -czf logs.tar.gz <log file or folder>
If they are larger than this, then you can use an file sending service such as www.yousendit.com.
