When an installation or upgrade of Snow Commander fails, follow the process below to provide Snow Technical Support with all the information they need to assist you quickly. We recommend that Best Practices for Upgrading Commander® always be followed to make sure that you have a clean way to recover from upgrade failures and return to an operable environment as quickly as possible. 
 

Confirm Requirements and Procedure

Report Environmental Changes

As always, when you experience a failure with Commander, it's important to note whether there have been any changes in the environment prior to encountering the issue. If you have made any changes to the following recently, please include this information when opening a technical support case on Snow Globe:

• DNS
• Network routing
• Cloud account credentials
• Service account credentials
• SSO/AD/LDAP
• Application server configuration
• Database server configuration

Provide Installation and Other Logs

There are two logs that can help determine why there was an installation or upgrade failure:

• C:\installer.log is created by the installer and is always stored in the root of the C: drive, whether or not Commander is installed on that disk. 
• <Install Directory>\Program Files\Embotics\install_failure.log is created by Commander and includes different details than the logs generated by the installer. 

• <Install Directory>\Program Files\Embotics\Commander\tomcat\logs
• <Install Directory>\Program Files\Embotics\Commander\identityservice\logs