Even though a Clearwell Log upload is successful, not all the necessary logs are collected
Article ID: 100012476
Updated On:
Description
Error Message
04/18/2014 14:42:41 Skipping Windows Logs, Check server logs for more details
04/18/2014 14:42:41
04/18/2014 14:42:41 com.teneo.esa.tools.diagnostics.WindowsEventDiagnostic.WindowsEventsException: MsinfoException here
04/18/2014 14:42:41 at com.teneo.esa.tools.diagnostics.WindowsEventDiagnostic.MsInfoLogsImpl.dumpLogs(MsInfoLogsImpl.java:99)
04/18/2014 14:42:41 at com.teneo.esa.tools.diagnostics.WindowsEventDiagnostic.WindowsLogsDiagnosticImpl.getLogs(WindowsLogsDiagnosticImpl.java:36)
04/18/2014 14:42:41 at com.teneo.esa.tools.diagnostics.Diagnostics.getLogs(Diagnostics.java:847)
04/18/2014 14:42:41 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
04/18/2014 14:42:41 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
04/18/2014 14:42:41 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
04/18/2014 14:42:41 at java.lang.reflect.Method.invoke(Method.java:597)
Cause
During a Clearwell log upload, Clearwell sends a command to collect selected Windows log files. Clearwell relies on the Windows Operating System to retrieve the requested Windows System Log info, and has been given a timeout of 15 seconds to complete the retrieval. Usually Windows can collect the requested log details within this timeout period. However, for some servers, the time to collect the requested details is longer than the specified timeout of 15 seconds which will result in the error shown above.
If the server is using a strict security policy (especially the security logging), Windows logging can build up very quickly and be large in size. When Windows logs are large in size, it will take longer for Clearwell to retrieve the info and build the log file for upload.
Resolution
There are three ways to prevent this error from occurring:
- Uncheck the 'Include Extra System Information' option to suppress the error. Unchecking this option will not include the Windows System log with the uploaded logs.
- Save and clear the Windows Event logs (Server Manager -> Diagnostics -> Event Viewer -> Windows Logs) on the Clearwell server. By clearing the logs, Clearwell will be able to retrieve the needed info well within the specified default timeout timeframe. These Windows logs should be periodically cleared.
- Set the following properties to provide for a longer timeout. There is no need to restart ESA services. This will ensure that the Windows System log is included in the log upload without seeing the above error.
esa.system.support.windowseventlogs.timeout=30000 (Default is 15000 (15 secs))
Note: To change the above property, follow the steps outlined in the linked document below on how to change ESA configuration settings in Clearwell
Applies To
Windows server 2008 R2
Clearwell V7.1.3 and later versions.
Issue/Introduction
