Files to gather when troubleshooting PowerChute Network Shutdown 3.1, 4.x, 5.x, PowerChute Business Edition 10.x, and PowerChute Serial Shutdown.
Issue:
What files are needed to troubleshoot PowerChute Network Shutdown v3.1, 4.x,5.x, PowerChute Business Edition 10.x, and PowerChute Serial Shutdown?
Product:
PowerChute Network Shutdown (PCNS) version 3.1, 4.x, 5.x
PowerChute Business Edition (PCBE) version 10.x
PowerChute Serial Shutdown all versions
Environment:
All supported Windows and Linux OS
Cause:
Troubleshooting
Solution:
For PowerChute Network Shutdown:
Starting with PowerChute Network Shutdown 5.2, log in to the web UI and go to Help -> Export Support Logs
For PowerChute Network Shutdown versions 5.1 and below:
Gather these files and send them to Schneider Electric Technical Support.:
- VirtualizationFileStore.properties
- sshservice.log
- PowerChute-keystore
- pcnsconfig.ini
- m11Debug.log
- javaVersionFile.log
- EventLog.txt
- error.log
- configuration.log
- cmdfiles.log
- debug.log
- Powershell.log
If the issue concerns the installation of PowerChute Network Shutdown, please provide the PCNSInstall.log created in the folder/directory where the PowerChute installer has been run.
NOTE: VirtualizationFileStore.properties is only available with VMware (Nutanix, HPE SimpliVity, HyperFlex), Hyper-V, and Nutanix AHV configurations. The Powershell.log and cmdfiles.log may or may not be present depending on the OS and how PowerChute is configured.
On Windows, the default path is
C:\Program files\APC\PowerChute\group1
On VMware vMA, APC Appliance, or Supported Linux OS, the default path is
/opt/APC/PowerChute/group1
For assistance accessing the PowerChute logs on the PowerChute Linux VM from a Windows OS, see FAQ000234323 How to edit or copy a file to or from the PowerChute Network Shutdown Linux VM from a Windows OS.
For PowerChute Business Edition 10.x and PowerChute Serial Shutdown:
Open the PowerChute Agent web interface and click About, Create PowerChute Zip Archive.
NOTE: Other files may be needed later, and different files may be needed to troubleshoot installation issues.
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