Sending Log Files to Cassatt Customer Support
Intended for use with Cassatt Active Response V5.0.
Seeing unusual behaviors in Cassatt Active Response? Cassatt Active Response provides a tool, ccdiagnostic, which packages up system configuration information, Cassatt Active Response log files, and system log files, and sends them via ftp to the Cassatt Customer Support site for analysis.
Cassatt Customer Support may ask you to run ccdiagnostic, or you may decide to run it when you encounter an issue. Either way, you should run the tool as soon as possible after you detect a problem because log files are stored in a circular buffer. The buffer consists of a set of 10 files that can reach 9.8MB each. Once the current log file is at capacity, the oldest is deleted.
This document explains what you need to do to get your files to Cassatt Customer Support using ccdiagnostic.
Step 1: Provide your identification information
Using the text editor of your choice, edit the ccdiagnostic.properties file to insert your site-specific contact information. The ccdiagnostic.properties file is located on the Cassatt Active Response control node at: /opt/cassatt/etc/ccdiagnostic.properties.
Make a copy of the file prior to modifying it.
Make these changes:
- In the customer information section, enter your name, location, and contact. For example:
Name: My Company
Location: San Jose, Ca
Contact Name: My Name
- In the "Send to Cassatt" section, enable data transfer to Cassatt. For example:
Send to Cassatt: Yes
Step 2: Append working memory to your log file
Appending a dump of your control node working memory to your latest log file gives Cassatt Customer Support useful data for diagnosing your problem. We recommend using MC4J, an open source Java-based management console. Follow these instructions to install MC4J and set up a memory dump before sending your log files to Cassatt.
Installing MC4J
Install MC4J from http://mc4j.org/confluence/display/MC4J/Download. Note that you will also need a Java Runtime Environment (JRE). If necessary, download one from http://java.com/en/download/help/download_options.xml before you install MC4J. If installing on a Linux system, make sure to add the path to the JRE to your shell environment path, for example:
PATH=$PATH:/usr/java/jre1.5.0_06/bin
export $PATH
Start MC4J, for example in Linux:
your installation directory/MC4J_Console_1.2b9
Setting up a server connection
After you have installed MC4J, create a server connection to the Cassatt Active Response control node.
To make a server connection in MC4J, use the Create Server Connection icon on the toolbar. Doing so launches a connection wizard, which prompts for the following server connection parameters:
Server Connection Parameters
In this field... |
Select or Enter... |
Notes |
|
JSR160 |
JSR160 is the Java Management Extensions Remote protocol, which is the required protocol for connecting to the Cassatt Active Response control node to retrieve JMX-based data. |
Name |
A name of your choice for this connection. |
|
Initial context factory |
Accept the default. |
Other monitoring applications may specify a different context factory than does MC4J. For setup of other monitors, use the context factory provided as part of your monitoring application's implementation of JSR160. |
Server URL |
service:jmx:rmi://VIP-address/jndi/rmi://VIP- address:1099/server |
VIP-address is the virtual IP address of the control node. This is the common address shared by the control nodes in a dual-control node configuration. |
Principle |
A valid Cassatt Active Response user with administrative privileges in the Cassatt Active Response environment. |
Cassatt Active Response provides a default administrative user named admin. Alternatively, you can enter any user in your Cassatt Active Response system who has administrative privileges. |
Credentials |
A valid password for the principle user. |
Cassatt Active Response provides a default password, changeme, for the admin user. |
Click the Finish button after you have supplied these parameters.
Setting up the memory dump
- Expand the connection in the left navigation panel.
- Expand MBeans.
- Select com.cassatt > type=Service > name=RuleEngine > Operations.
- Double click on dumpWorkingMemory.
- Select Next, then select Finish.
Verifying the memory dump
- Log in to the control node and, using your editor of choice, view the log: /opt/cassatt/logs/collage-core.log.
- Look for a block of text that begins and ends like the following example:
*********** Blt Status BEGIN *****************
[truncated]
*********** Blt Status END *****************
Step 3: Run the ccdiagnostic tool
Run the ccdiagnostic tool, using the -f option to specify the ccdiagnostic.properties file you customized in step 1, for example:
/opt/cassatt/bin/ccdiagnostic -f /opt/cassatt/etc/ccdiagnostic.properties
This generates a file containing all of the information in the /tmp directory of the control node and sends it to Cassatt via ftp. We will be alerted when the diagnostic file arrives. The format of the filename is:
Name.YYYY.MM.DD-nnnnnn.tar.gz
Where Name is the customer name parameter from the ccdiagnostic.properties file.
Finally...
If you haven't already talked with Cassatt Customer Support to describe your issue, call us at 1-866-535-7900.
Was this article useful? Tell us what you think.
Email infocentral@cassatt.com.
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