Enabling Tracing on the ObserveIT Agent Updater

If you experience issues with the Auto Updater (see Installing the Updater for Agent Auto Upgrade), you can use the trace files of Auto Updater to troubleshoot the system. You can send the resulting trace files with as much information as possible about your system to the ObserveIT support portal at support.

For more details about enabling tracing, see Enabling Tracing on ObserveIT Components.

Enabling Tracing on Auto Updater - Web Console

To enable tracing on the Agent Updater from the Web Console:

  1. Locate this folder: C:\Program Files\ObserveIT\Web\ObserveIT\Registry

    If you installed the Console in a different path, change the name of the folder.

  2. Locate and open the RegistryService.dll.config file, locate this string:

    </nlog>

    <appSettings>

    <add key="General" value="1" /

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

    • level 1: includes only error conditions (default configuration setting)

    • level 2: includes all warning conditions, including error messages

    • level 3: includes informational messages, including error and warning messages

    • level 4: includes debug-level messages, including error, warning and info messages

  4. Save the file.

  5. Restart the IIS by running the command IISRESET /restart from the elevated command line

  6. Locate the trace file under: C:\Program Files\ObserveIT\Web\ObserveIT\Registry\Trace

    If you installed the Console in a different path, change the name of the folder.

  7. Copy the resulting textual trace files and send with as much information about your system as possible to Support.

Enabling Tracing on Auto Updater - Application Server

To enable tracing on the Agent Updater on the Application Server:

  1. Locate this folder: C:\Program Files\ObserveIT\Web\ObserveITApplicationServer\Registry

    If you installed the Console in a different path, change the name of the folder.

  2. Locate and open the RegistryService.dll.config file, locate this string:

    </nlog>

    <appSettings>

    <add key="General" value="1" /

  3. Change value="1" to value="3" or "4" depending on the required trace error level

    • level 1: includes only error conditions (default configuration setting)

    • level 2: includes all warning conditions, including error messages

    • level 3: includes informational messages, including error and warning messages

    • level 4: includes debug-level messages, including error, warning and info messages

  4. Save the file.

  5. Restart the IIS by running the command IISRESET /restart from the elevated command line

  6. Locate the trace file under: C:\Program Files\ObserveIT\Web\ObserveIT\Registry\Trace

    If you installed the Console in a different path, change the name of the folder.

  7. Copy the resulting textual trace files and send with as much information about your system as possible to Support.

Enabling Tracing on the Auto Updater - Application Server

To enable tracing on the Agent Updater from the Application Server:

  1. Locate this folder: C:\Program Files\ObserveIT\Web\ObserveITApplicationServer\Registry

    If you installed the Console in a different path, change the name of the folder.

  2. Locate and open the RegistryService.dll.config file, locate this string:

    </nlog>

    <appSettings>

    <add key="General" value="1" /

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

    • level 1: includes only error conditions (default configuration setting)

    • level 2: includes all warning conditions, including error messages

    • level 3: includes informational messages, including error and warning messages

    • level 4: includes debug-level messages, including error, warning and info messages

  4. Save the file.

  5. Restart the IIS by running the command IISRESET /restart from the elevated command line.

  6. Locate the trace file under: C:\Program Files\ObserveIT\Web\ObserveIT\Registry\Trace

    If you installed the Console in a different path, change the name of the folder.

  7. Copy the resulting textual trace files and send with as much information about your system as possible to Support.

Enabling Tracing for Agent Updater - End User

To enable tracing for Agent Updater from the end user's machine. Use these steps from ObserveIT version 7.10.0.

From the command line (as the Administrator), navigate to C:\Program Files\Windows Client Utility\Updater Utility folder

Locate and open the it-utility.exe

Run Utility executable: it-utility.exe with arguments. log -l [desired log level number]. For example: log -l 2. to change log level to Error (default value).

Log Levels are:

1: Fatal

2: Error

3: Warn

4: Info

5: Debug

6: Trace

Trace files are located in the logs directory.

Related Topics:

Enabling Tracing on ObserveIT Application Server

Enabling Tracing on ObserveIT Web Management Server

Enabling Tracing on ObserveIT Notification Service Component

Enabling Tracing on the Rule Engine Service

Enabling Tracing on Windows Agents

Enabling Tracing on ObserveIT Health Monitor

Enabling Tracing on ObserveIT User Analytics Service Component

Enabling Tracing on Screenshots Storage Optimizer

Enabling Tracing on ObserveIT Website Category Manager