Confirm requirements and procedure

Ensure that Commander system requirements and upgrade procedures are followed as documented in the Installation Guide. Review any version-specific instructions under Installing and Launching and Upgrade Commander. If upgrading from a legacy version, Flexera Technical Support can supply necessary files.

Additional considerations apply when deploying in AWS.

Report environmental changes

Include recent changes in your technical support case, especially related to:

• DNS

• Network routing

• Cloud account credentials

• Service account credentials

• SSO, AD, or LDAP

• Application server configuration

• Database server configuration

Provide installation and other logs

Attach the following logs to your support case:

• C:\installer.log — Created by the installer and stored in the root of the C: drive.

• <Install Directory>\Program Files\Embotics\install_failure.log — Created by Commander during installation failure.

For additional context, include zipped copies of:

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

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

Also, provide screenshots of any error messages encountered during the process. If logs are missing, refer to guidance on resolving upgrade failures when no logs are available. Include all required details and attachments when opening a support case.

Outcome

Providing thorough information and required logs enables technical support to diagnose installation or upgrade issues quickly and accurately.