Applies to: Wave

Summary:

Log files track the internal actions performed by Wisenet WAVE components. They are a crucial part in the issues investigation as they help developers to deeply understand the problem and its cause.

The following logs may be requested as part of a support ticket:

•  System Logs

•  Server Logs

•  Client Log

Step By Step Guide:

1. Logs can be accessed and managed in two locations:
          a. for Client and Server:  Main Menu -> System Administration > Advanced > Logs Management
          b. for Client only: Main Menu -> Local Settings > Advanced > Logs Management (does not require you to be logged into a System)
2. Log level definitions and how to change settings:
          a. NONE – no log files are written (default for Desktop Client)
          b. ERROR – only errors and critical failures are written
          c. WARNING – warnings (predefined messages from developers), errors, critical failures
          d. INFO – same as WARNING plus informational messages predefined by developers (default log level for Servers)
          e. DEBUG – same as INFO plus auto generated messages about the actions performed by the application (recommended when reporting an issue)
          f. VERBOSE – same as DEBUG but records full track of everything that the application does (very big amount of data). Slows down the application so it is definitely not recommended for a long-term run. This level might be requested by developers. In this case switch to this log level, collect the log files once the issue is reproduced and switch back immediately after.  (Figure 1)

Figure 1

3. Additional log settings:
          a. Limit Max Volume – the maximum total size of the log files. Once the size hits the limit, the oldest records will be erased
          b. Split File by Size – size of the single log file. Once the size hits the limit, the new file will be created until the Max Volume limit is reached by all log files
          c. Split File by Time – if enabled, the new file will be created once in a specified period of time (12 hours at the example below) until the Max Volume limit is reached by all log files (Figure 2)
          d. Reset to Default – to revert settings to the original ones
          e. The changes will be applied once you click OK

FIgure 2

4. To Obtain Server and/or Client Logs
          a. Open Logs Management
          b. Select the components that you want to download log files for (Client and/or Server)
          c. Click Download
          d. Choose the folder which will be used to save log files
5.  Log files are downloaded as zip archives with the following names:
          a. client_<date> - <time>.zip – client logs
          b. <server_name> - <server_guid> - <date> - <time>.zip – Server logs (for each Server in the System)
6. Server logs archive contains the following:
          a. system_XXX.log – System events (licenses related events server start/stop, critical issues)
          b. main_XXX.log – Server events (everything else)