Finding the logs for trouble shooting

How do I find the logs for trouble shooting? In this post I’ll cover the Smart Office log as well as the M3 UI Adapter log. I will not be covering where logs are located in LSF, Landmark, Ming.le or IFS.

For Smart Office there are a few logs that can be of interest. In a previous post we had information about how to find the client log. When you contact support we often will get back requesting more information if we don’t have any logs. So in this post we will go through the different logs for Smart Office so that you know how to find the logs for your own troubleshooting and for requesting support.

If you ever see the “Smart Office has encountered a problem” in Smart Office – please create a case with support and send us the client log. A tip is also to also check that you have applied the latest available fix pack for Smart Office.

For most cases the client log is enough but for other issues we would like the server logs as well, this is especially true for any questions regardning installation, upgrade or import and export.

Client log

The client log can be opened in the following ways:
1. Via a link on the about Smart Office screen. (Help -> About Smart Office on the canvas menu)

2. Via commands in the start and search field on the Smart Office canvas (or the Navigator widget)

internal://log
dev://root

internal://log Will open a tool for reading the log. From that tool you can open the log file externally.
dev://root will open the isolated storage that contains all local files including a list of log files. In some cases you need to check the log2 file if you have been running more than one instances of Smart Office.

If the URIs does not work on your version you can always find the log by following the steps below:

If you can’t run Smart Office and just want to find the log file you should navigate to the root for Data Areas for the current user. On windows 8 the path is the following: C:\Users\\AppData\Local\Apps\2.0\Data.
There you search for LawsonClient.log or MangoClient.log depending on your version. When you find the file you select to open the file’s location and you have now found the root of the isolated storage for Smart Office.

If you are running in a Citrix environment the logs are under the AppData folder for the logged on Windows user:
C:\Users\userid\AppData\Local\Lawson\MangoDev
or
C:\Users\userid\AppData\Local\Infor\MangoDev
Depending on the version of Smart Office.

Server logs

To get the logs from the server you need to know the location of the Smart Office server. If you don’t know or are unsure you can always check the SERVER parameter on the installation install link or you can open the client log file (MangoClient.log) and search for “server”. There will be an output from ApplicationParameters specifying server = https://server.infor.com.

Once you know the server that has the MangoServer application the logs can be exported from the grid management UI or accessed on the file system.

The path on the file system for the server log is similar to:

YourLCMServer..\LifeCycle\grid\<GridName>\log

The path depends on the grid version you are using but all logs for all modules are located in the same “log” folder. You should always get the log with “Smart Office Server” in the name or M3UIAdapter if you are interested in the server component for the M3 UI. In some cases it is also interesting to see the administrative router’s log or the log from the session provider.

If you open the URL to the grid in a browser you will se information from the grid.
GridInfo

This is just from a small development grid. You can see that there is a MangoServer application installed. (It can also be called LSO depending on your version). Click web start to go into the Grid Management Pages. If you have an issue with a missing certificate and the Java program refuses to start then you need to go into configure java on your client and add the server to the Exception Site List.

You can access the current log directly from the page below but if you would like to.

GridManagement

Logs can also be exported from Logging -> Log Files. You click the name of the log file to display the log file and at the top there is a “Download Log File…” button. The images are from an 11.1.11 grid so the UI might be a bit different depending on version.

LogGridPages

For MUA (M3 UI Adapter) the log file is called M3UIAdapterNode.

It is important to check the logs. There should never be any errors in the log. I know that for some versions of Smart Office liquibase logged it’s initialization to system.err.out which mapped to an error log but those can be ignored as long as you don’t have any log that says something like “Could not acquire change log loc” – those needs to be fixed.

2014-10-09 17:33:51,574 ERROR               LSO          LSODbModel: Error installing/upgrading DB
liquibase.exception.LockException: Could not acquire change log lock.  Currently locked by EU-BE-SXX05 (179.222.2.2) since 3/11/13 0:50

Fixing an incorrect change log lock

It is possible that liquibase has a lock in the database if you for example shut down the node immediately as the node was starting and liquibase had the lock.
You can manually clear the log by accessing the database using the H2 Console or for MS SQL the MS SQL Manager.
Run the following sql to clear the lock

UPDATE DATABASECHANGELOGLOCK SET LOCKED=0, LOCKGRANTED=null, LOCKEDBY=null where ID=1 and LOCKED=1

It is always a good idea to restart the server before applying an update to see that there are no errors in the log before upgrading. In future versions we will check and clear this log before an upgrade.

Life Cycle Manager LCM – installation logs

If there is an error in LCM be sure to always check the MangoServer log or the UI Adapter log as well and not only the LCM install log. Unfortunately the LCM log contains very little information in most cases when it comes to upgrade/installation of Smart Office or M3 UI Adapter. LCM can determine if the gar file was successfully deployed in the grid but that is about it and if there are migrations steps like migrating files into the database those are performed by the grid application when it is started.

Capturing HTTP / HTTPS traffic

If you are very technical it might be of interest to have a look at the http traffic. In some cases this is something that support might ask for as well. We recommend using Fiddler to capture client HTTP traffic. Fiddler is an external tool. You can use the simpler FiddlerCap application or the full version of Fiddler. FiddlerCap can record HTTP/HTTPS traffic and the traffic can be saved and bundled into a single file.

FiddlerCap can be downloaded here:
http://fiddler2.com/fiddlercap

Note that the Decrypt HTTPS traffic must be checked if HTTPS is used (we use HTTPS).

The full version of Fiddler can be downloaded here:
http://fiddler2.com/

Note that if HTTPS is used you need to enable HTTPS decryption.

6 thoughts on “Finding the logs for trouble shooting

  1. Warren

    Dear Karin,

    How are you? Thanks very much for the post. We just have an issue with that everybody can access to the Grid Information Page, as well as the Grid Management Page. Is there a way to disable the access to the above web pages completely (we can access to it via LCM) or have user enter credentials to access? According to the InforExtreme Support, it seems no way to do that.

    How about your comments?

    Best Regards,
    Warren

    Reply
    1. karinpb Post author

      Hi Warren,
      I can check this with the grid team. I think that it should be possible to do. I understand what you are after. Per default everyone can see the information – even if they need to logon to do changes.

      Reply
  2. Warren

    Dear Karin,

    Thanks for your reply. We know the information is Read Only, but our company does not want to disclose the information to the public. Can you please help check how to get it completely unaccessible from the public?

    Best Regards,
    Warren

    Reply
    1. karinpb Post author

      Hi, I got the following reply:
      The Grid itself does not currently prevent viewing of the admin UI, but all actions are protected with the grid-admin role, and for application-specific tasks, the app-admin role. The addresses should not be exposed externally.

      I can see a scenario that you would like to disable the read-only views internally as well. As for the external access I guess you can use a proxy or router and that might be described in the grid documentation. I would consider creating a support ticket to be able to provide input and get more answers on specific configuration issues as it is always a higher priority when there questions comes from customers.

      Reply
      1. Warren

        Dear Karin,

        Thanks very much for looking at it from our customer perspective. That’s why I tried to find some answers on this website and tried to get your help, as we could not get satisfactory answer from the InforExtreme, although there is a good consultant trying to provide some workaround, but we have to create several routers to hide the existing address.

        If you can push it forward, it will be highly appreciated.

        Best Regards,
        Warren

  3. Pingback: Smart Office SDK unable to run project | Developing for Infor Smart Office

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