DRAFT KB-XXXX General guide to providing Appian Support with logs when creating a support case

Purpose

Appian Support will request various logs depending on the reported issue. This article is a general guide to which logs can be provided immediately to assist with the troubleshooting process. Please note that this is a general guideline and is not all-encompassing. Appian Support may request additional logs at any point.

Instructions

Always Provide

• The application server log
• appian-topology.xml
• The build.info file

Engine Issues

• Presence of recent *.l files
  • Note: These logs may contain sensitive data. If you do not wish to supply these logs over the case, simply provide a screenshot of the *.l files that exist and Appian Support can review the actual file over a WebEx. 
• service_manager.log
• db_*.log
• perf_monitor_db_*.csv
• engine_call_summary.csv
• engine_call_details.csv

Performance Issues

• system.csv
• perf_monitor_db_*.csv
• plugin_functions_running_during_high_system_memory.csv
• plugin_functions_slow.csv

Other Considerations

• The Logging documentation can be reviewed for details about these log files as well as where they can be located.
• If the environment in question is distributed or highly available, ensure that the logs from all relevant servers have been provided. For example, if the environment has three engine servers and the reported issue is engine related, provide the logs from all three engine servers.

Affected Versions

This article applies to all versions of Appian on-premise.

Last Reviewed: May 2019