Snow Software Commander ships with a diagnostics utility that makes it easy for you to provide information about your deployment to Snow Software Technical Support team.
- Login to Commander and choose Support under the Help menu.
- Click Download diagnostic package.
- Check all 4 checkboxes and click Download.
- Locate the downloaded zip file (vCommander_Diagnostic.zip) and attach it with your email response or ticket submission using the Snow Globe Community Portal .
Note: If you are unable to login to the admin portal you can zip up the logs files from these locations on the Commander application server (assuming default installation path):
- <Install Directory>\Program Files\Embotics\Commander\tomcat\logs
- <Install Directory>\Program Files\Embotics\Commander\identityservice\logs
- <Install Directory>\Program Files\Embotics\Commander\currency-service\logs
- <Install Directory>\Program Files\Embotics\Commander\terraform-service\logs
Best Practice
When submitting a diagnostics package please also advise the support team of the timestamp to examine for when the issue of concern occurred. An easy way to do this is to reproduce the issue right before downloading the diagnostics package, and letting support know this was done.If the issue of concern is one you suspect might be related to connecting to the database or cloud accounts, you can also restart the application server or Commander Windows services, so that these issues will be more obvious in the logging of the system's start up routines.
Was this helpful?
Related Articles
Does Snow Software® Commander® Use Cookies? 6Number of Views Configuring the Snow Software® Commander® Service Account 6Number of Views Observing Console Information During Snow Software® Commander® Installation 6Number of Views Measuring Application Resource Consumption with Snow Software® Commander® 6Number of Views One-Click Onboarding for new Tenants in Snow Software® Commander® 9Number of Views
Revenera Assistant
Online
Hi, I am Reva - Ask me anything.
Updates
No new updates
Chat
Home
Updates
/**/
Thanks for the feedback!
Your feedback has been saved.Rate this response:
1
2
3
4
5
Add Additional feedback ( Optional )
0/240
English
English
Language changed successfully
Something went wrong
Email sent successfully
Something went wrong
Case create successfully
Are you sure you want to cancel
the case creation?
Please select a product to submit the case.
Please select a product version to submit the case.
0/255
Upload Attachment
File Upload
Maximum file
size allowed is 3 MB.
File type
not supported.
Supported file types:
Documents (.txt, .doc, .docx, .pdf), Images (.jpg, .png), Comma Separated Files
(.csv) Speadsheets (.xlsx, .xls)
Are you sure you want to cancel the case creation?
Case closed successfully
File Upload
Maximum file size allowed is 3 MB.
File type not supported.
Supported file types:
Documents (.txt, .doc, .docx, .pdf), Images (.jpg, .png), Comma Separated Files
(.csv) Speadsheets (.xlsx, .xls)
Are you sure you want to close this case
| Products | Region | Phone Numbers |
|---|---|---|
| FlexNet Operations FlexNet Embedded FlexNet Publisher FlexNet Connect FlexNet Code Insight InstallAnywhere InstallShield |
North America * |
+1 630-332-2513 (toll) +1 877-279-2853 (toll-free in North America) |
| Europe * |
+44 1925 944367 (toll) +44 800 047 8642 (toll-free in Europe) |
|
| Japan * | +81 3-4540-5335 (select option 2) | |
| Australia * |
+61 3 9895 2177 +61 1800 560 603 (toll-free in Australia) |
|
|
Usage Intelligence (formerly
Revulytics) Compliance Intelligence |
Please use the Case Portal to submit your support ticket or reach out to your Revenera contact. | |
File Upload
Maximum file
size allowed is 3 MB.
File type
not supported.
Supported file types:
Documents (.txt, .doc, .docx, .pdf), Images (.jpg, .png), Comma Separated Files
(.csv) Speadsheets (.xlsx, .xls)
© 2026 Flexera Software. All Rights Reserved.
Case id: 00001065
Activity: Status change: 2 hours ago