ServerView Resource Orchestrator V3.1.2 Troubleshooting

1.1.1 New Installations and Upgrade Installations [Windows]

This section explains what investigation resources you need to collect when a problem occurs during a new installation or upgrade installation (Express/Virtual Edition to Express/Virtual Edition/Cloud Edition) that are required by Fujitsu technical support to investigate the problem, and also describes how these resources are collected.

Information to be Collected	Collection Method	Install
		DISK1	DISK2	DISK3
Log	Collect one of the following folders: system_drive\ProgramData\Fujitsu\FujitsuF4CR\cir\logs system_drive\FujitsuF4CR\cir\logs	Y	Y	Y
	Collect the following file: %TEMP%\rcxinstaller.log When the above does not apply, check the following folder. system_drive \Users\Administrator\AppData\Local Installation_folder \SVROR\Manager	Y	N	N
hosts files	Collect the following file: system_drive\Windows\System32\drivers\etc\hosts	Y	Y	N
Standard output of the whoami command	Open the command prompt and redirect the standard output of the following command to a file. Collect redirected files. whoami/groups	N	Y	N
Standard output of the net command	Open the command prompt and redirect the standard output of the following command to a file. Collect redirected files. net user	N	Y	N
Execution result of the iscollectinfo command	Open the command prompt, execute the following command, and collect the folder specified at [any_empty_folder]: Installation_folder\IAPS\bin\iscollectinfo -d [any_empty_folder] Errors may mean that this cannot be executed. Collect only if it can be executed. Collect the following information if investigation resources could not be collected with the iscollectinfo command: The Windows event log (application log/system log/security log) Standard output of the systeminfo command Standard output of the set command Standard output of the "netstat -na" command Standard output of the "ipconfig /all" command Standard output of the hostname command Standard output of the "ping localhost" command Standard output of ping [standard_output_of_the_hostname_command] command When the [result_of_the_hostname_command] is ror_host, execute the following command: ping ror_host WMIC /OUTPUT:C:\ProcessList.txt path win32_process get Caption, Processid,Commandline Enter as one line without entering any line feeds. This is output to "C:\ProcessList.txt" in the above example.	N	Y	N
Log	Collect the files that exist from the following: system_drive \swrba_inst.log system_drive\swrba_inst.txt system_drive\swrba_error.log system_drive\swrba_uninst.log system_drive\swinst.err system_drive\F4ANsetup.log system_drive\cmdbInst.log system_drive\Windows\swsilent.log system_drive\Windows\F4AMsetup*.log (the asterisk (*) represents a number) system_drive\Windows\isasinst.log system_drive\Windows\swrba.log	N	Y	N
Standard output of the dir command	Open the command prompt and redirect the standard output of the following command to a file. Collect redirected files. dir /S Installation_folder \SWRBAM	N	Y	N
Log	Collect files in the TEMP folder whose file names start with "rcx" (%TEMP%\rcx*).	N	N	Y
	Collect the following folder: Installation_folder \RCXCFMG\logs	N	N	Y
	Collect the following folder: Installation_folder\RCXCTMG\log	N	N	Y

Y: Required, N: Not required

The following information is required if there is a problem during setup:

Information to be Collected	Collection Method
Execution result of the ctmg_collectinfo command	Open the command prompt, execute the following command, and collect the folder specified at [any_folder]. Installation_folder\RCXCTMG\bin\ctmg_collectinfo -noperf [any_folder]