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2018
Marcel Hirsch

How To Find Log Files

Posted by Marcel Hirsch Employee Jul 30, 2018

For many support cases, logs will be needed to investigate certain behavior. This blog post will tell you, where to find logs of your components.

 

Please provide the designated logs, if requested. You can of course do research by yourself, if you are encountering issues with certain components.

 

Depending on the size of your environment, applications may be spread over several servers. Find the right server for the appropriate function with these tables. Please keep in mind, that the sizing may also vary in your environment due to your preferences. To be 100% certain, please have a look at your installation documentation.

 

Up to 1000 units:

1000 to 5000 units:

More than 5000 units:

 

The described locations are for default installation paths. If you are using custom installation paths, the log locations may vary.

Snow License Manager (Web Frontend)

Snow License Manager Web Application general

Logs SLM key validation, DB connection status, application initialization status.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Application 

Snow License Manager Web Application Error

Contains any error message generated within the web application.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Error 

Snow License Manager Web Application Security

Contains information about failed user login attempts.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Security 

Snow License Manager Web Application WebAPI

Contains information about WebAPI.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\WebApi

 

License Manager Services

Contains information about windows services, that are related to Snow License Manager functions.

Snow License Manager Event Store Service

C:\Program Files\Snow Software\Logs\EventStoreService

Snow License Manager File Import Service

C:\Program Files\Snow Software\Logs\ImportTool

Snow License Manager Notification Delivery Service

C:\Program Files\Snow Software\Logs\NotificationDelivery

Snow License Manager Office 365 Service

C:\Program Files\Snow Software\Logs\Office365Service

Snow License Manager Report Exporter

C:\Program Files\Snow Software\Logs\ReportExport

Snow License Manager Software Enterprise Agreement Service

C:\Program Files\Snow Software\Logs\SoftwareEnterpriseAgreementService

Snow Software Licensing

C:\Program Files\Snow Software\Logs\Licensing

Snow Software Licensing Service

C:\Program Files\Snow Software\Logs\LicensingService

 

Snow Inventory Server (Backend)

C:\ProgramData\SnowSoftware\Inventory\Server

 

Snow Management and Configuration Center (SMACC)

C:\Program Files\Snow Software\Logs\SnowMACC

C:\Users\<CurrentUser>\AppData\Roaming\SnowSoftware\Logs

 

Snow Inventory Agent (Client Scanner)

Windows Agent 5

C:\Program Files\Snow Software\Inventory\Agent\data\snowagent.log

OSX Agent 5

/opt/snow/data/snowagent.log

Linux Agent 5

/opt/snow/data/snowagent.log

Unix Agent 5

/opt/snow/data/snowagent.log

Oracle (SIOS) Scanner

The log of the oracle scanner (sios.log) will always be found in the directory of the used Agent

 

Snow Integration Manager (External Components)

This component is most likely installed on your Snow Inventory Server.

C:\Program Files\Snow Software\Logs\Snow Integration Manager

 

Snow Update Service

C:\Program Files\Snow Software\Logs\UpdateService

 

Active Directory Discovery Tool

C:\ProgramData\Snow Software\Snow Inventory\Server\snowserver.log

C:\ProgramData\Snow Software\Inventory\Server\snowserver-<Date>.log

 

Data Update Job

The data Update Job is writing all log activities to the SnowLicenseManager database.

Get these logs by opening SQL Management Studio and firing the query select * from followed by the table name against the database SnowLicenseManager. Paste/Export the results to an Excel file.

tblJobLog

Contains the log of the last Data Update Job. 

tblJobLogHistory

Contains the results of previous Data Update Jobs. 

tblJobLogMetrics

Contains meta data for a number of completed Jobs. (table sizes, number of computers, number of users and so on.) 

tblErrorLog

Contains data about the errors within the Data Update Job

 

Summary

To sum it up, you are having server logs in the following directories:

C:\Program Files\Snow Software\Logs\

C:\ProgramData\Snow Software\Inventory\Server

 

This article is being updated on a regular basis. If you are missing any information, please comment and I will add information accordingly.

/marcel

There comes the time, when you need support for your product. To save time, reduce questions and to speed up the whole support process, you as the initiator of a support case can do a lot.

 

Instead via email, open your ticket via the Support Portal

This gives you as the initiator a hand full of options, that you don't have via email.

  • You can add the product, component and version of the component, that you are having issues with. This reduces check backs with support.
  • After you selected your product, you receive articles that may help you to solve the problem by yourself. This can be a user guide or a qualified knowledge base article.
  • You can easily add people to the 'watchlist' of the ticket. They will be put in cc of every email, that comes in or goes out from the ticket. Put in your colleagues, business partner or Snow account manager to let them know, what is going on.
  • Set the impact and urgency to a correct level. This helps support to distinguish, which of your tickets deserves more attention than the other. You know best, what bothers you most.
  • You can track your open cases easily. In addition, you can see tickets of your colleagues as well. If they are on holiday or sick leave, you can jump in and work on their tickets, if you like.

 

Attach all relevant information

  • Logs are key. Attach as many logs, as you can find. If it is more than one log source, put them in different folders and name them wisely. Finally pack them as a zip archive and add them to the support case. Follow this guide to find the logs of your components.
  • When does your issue occur? Is it reproducible? The more information, the better.
  • Did anyone do any major changes prior to the issue? The earlier support knows, the faster your issue can be resolved.
  • How is your system setup? There are different sizings of Snow environments, depending on your total devices. Do you have a dedicated SQL server or a shared one? Do you have Snow License Manager and Snow Inventory running on the same server or on separate machines?

 

If you have any questions on this, please don't hesitate and comment this article.

/marcel