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Frequently Asked Questions: How do I gather log files and information for the Snow Support team?

Frequently Requested Diagnostics


Below we have gathered a list of some of the common diagnostics that the Snow Support team may request when assisting you with a support request:

Agent Creation

Data Access Service

DUJ Logs

Event Warehouse Service

Inventory Reports

SIM Aggregation

Snowpacks

 

Log File Locations

Below is a list of the common log file locations for Snow products.

Snow License Manager (Web Frontend)


Snow License Manager Web Application General

  • Logs SLM key validation, DB connection status , application initialization status.
  • (:\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.
  • (:\Program Files\Snow Software\Snow License Manager\Web\Logs\Error

Snow License Manager Web Application Security

  • Contains information about failed user login attempts.
  • (:\Program Files\Snow Software\Snow License Manager\Web\Logs\Security

Snow License Manager Web Application WebAPI

  • Contains information about WebAPI.
  • (:\Program Files\Snow Software\Snow License Manager\Web\Logs\WebApi

License Manager Services

Contains information about windows services, that ore 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
 

Active Directory Discovery Tool

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

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

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

MacOSAgent

/opt/snow/data/snowagent.log

Linux Agent

/opt/snow/data/snowagent.log

Unix Agent

/opt/snow/data/snowagent.log

Oracle (SIOS) Scanner

The log of the oracle scanner (sics .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

Data Update Job

  • The data Update Jab writes all log activities to the Snow LicenseManager database.
Tables used are:

tblJoblog

  • This 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, etc.)

tblErrorlog

  • Contains data about the errors within the Data Update Job

sysjobhistory

  • Contains information about the execution of scheduled jobs.
To select from all the above tables please run the following: 
SELECT * FROM msdb.dbo.sysjobhistory WHERE sql_severity > 0 ORDER BY run_date DESC, run_time DESC

SELECT * FROM [SnowLicenseManager].[dbo].[tbljoblog]

SELECT * FROM [SnowLicenseManager].[dbo].[tblJobLogHistory]

SELECT * FROM [SnowLicenseManager].[dbo].[tblErrorLog] ORDER BY LogDate DESC

SELECT * FROM [SnowLicenseManager].[dbo].[tblJobLogMetrics]

Please right click results in SQL Management Studio and select "copy with headers" and paste these into MS Excel:

copy with headers.png

Save the MS Excel file and attach to your support case.

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Frequently Asked Questions: How do I gather log files and information for the Snow Support team?