Normally Hive support personnel can remotely browse Hive Agent logs. However during certain circumstances the customer needs to assist in upload or sending the logs manually. This article details both scenarios and how to get the agent logs to the HIVE team.
Option 1: Upload Logs via Hive Agent web interface
The Hive Agent has a built in feature to upload the logs to Hive's troubleshooting service.
This feature is reached via the Hive Agent's home page under the Upload Logs tab (found in Start Menu under Hive Streaming or the corresponding link).
Supply an e-mail address and press Upload. After the log upload completed you will see a link similar to this: Https://Debug.Hivestreaming.Com/Executions?Id=449 Please send this link to your Hive representative
Note: If your link is https://debug.hivestreaming.com/executions?id=1 it means the attempt failed (please see Option 2 to provide your logs to hive)
Option 2: Sending Hive Logs via e-mail (if 'Upload Logs' feature fails)Sometimes due to network conditions, the Upload Logs feature will not be available as the agent is unable to contact the Hive backend. In case of this scenario a user can also manually download the Hive Agent's logs using the following steps:
- Visit the Hive Agent's web page (found in Start Menu under Hive streaming or the corresponding link)
- Manually change the URL to http://127.0.0.1:8899/logBrowser (capitalization matters)
- Click the Download Logs link.
- After the download completes, send the log file (zipped if possible) to your Hive representative via e-mail
Option 3: Export Hive Logs via the Hive Self Test Page (This is only available in the 2018 or later Hive Agent)
If you're using the 2018 Hive Agent or later, you can export logs by clicking on the "Save Report" button which is available on the Hive Agent's web page under the Client Self Test option.
After clicking the button, the logs will be downloaded locally to your computer to the folder that you have predefined to save anything that is downloaded through the browser.
Usually, this is the "Downloads" folder and you should search for the latest zip-file with a name "clientSelfTest".
In case you have downloaded the logs many times, you will have multiple files in the Downloads directory with the same name and an increased number e.g. clientSelfTest (1).zip, clientSelfTest (2).zip. etc.
When sending your logs to the Hive support team by e-mail (firstname.lastname@example.org), make sure to Always attach the latest zip-file containing the logs.