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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