IBM Support

Collecting Data for BigFix Software Usage Analysis 2.x

Technote (troubleshooting)


Problem(Abstract)

Datapoints to collect for Support when opening a PMR on an problem experienced in BigFix SUA 2.x

Resolving the problem

The following data points need to be gathered and sent to Support on the opening of a PMR for troubleshooting problems in the BigFix SUA 2.x product.

The current version of BigFix SUA application and catalog, this can be found from the Help > About menu of the BigFix SUA web user interface, for example:

  • On the BigFix SUA server, create a zip of the following directory and its contents \BigFix Enterprise\TEMA\log
  • For issues where certain software is not being properly identified on or tracked on a computer endpoint(s).
  • Pick one of the computers, and copy out all the information in Raw Installed Applications Data tab:
Also, send the CSV or PDF of the Software Installations, Registry Data and Scan Data:
  • Next, use the BES ID the computer(in this example it is 13044499) and navigate to the computers upload manager data folder on the BigFix server
\BigFix Enterprise\BES Server\UploadManagerData\BufferDir\sha1\99\13044499

And zip up the computer's upload folder and its contents:


 
ETL Import DEBUG Logging:
1) Regedit
2) Navigate to
32 bit OS:
HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun
2.0\TEMA\Parameters\Java\Options
64 bit OS:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun
2.0\TEMA\Parameters\Java\Options
3) Double click on Option and add/append the following, this will require a CR/LF at the end of the exist line.
- add the following line to the Value data:
"-DTEMA_LOG_DEBUG=1" - Without the quotes ""
Should look similar to the following when done: (Program Files (x86) for 64bit OS)
-Xrs
-Djava.library.path=C:\Program Files\BigFix Enterprise\TEMA\bin\x86
-DTEMA_HOME=C:\Program Files\BigFix Enterprise\TEMA
-Dlog4j.configuration=file:/C:\Program Files\BigFix Enterprise\TEMA\config\log4j.properties
-DTEMA_LOG_DEBUG=1
4) Click the OK button
5) Restart the service, TEM Analytics service
6) Re-run the ETL
------------------------------
Upload the ETL log file from c:\Program Files (x86)\BigFix Enterprise\TEMA\log\imports once again for further review.
 

SUA application debug setting:
 

To Enable SUA Application debug logging (this is different from the ETL Import debug logging)

1. Stop the SUA service (IBM Endpoint Manager for Software Use Analytics)

2. Rename the TEMA\Log\tema.log file to anything, so that a new tema.log file will be created

3. Open c:\Program Files (x86)\BigFix Enterprise\TEMA\config\log4j.properties   (this is the default path)

            set: log4j.rootCategory=DEBUG, R

4. Open c:\Program Files (x86)\BigFix Enterprise\TEMA\work\tema\webapp\WEB-INF\config\environments\production.rb  (this is the default path)

            set: config.log_level = java.lang.System.getProperty("TEMA_LOG_DEBUG") ? :debug : :debug

5. Start the SUA Service

6. Log in to SUA and initiate the ETL Import.
7. Send the c:\Program Files (x86)\BigFix Enterprise\TEMA\log\tema.log.

 
 
 
Debug logging for troubleshooting LDAP user login.

1. To turn on the debug log, you can do that from
     c:\Program Files (x86)\BigFix Enterprise\TEMA\config\log4j.properties and set:

        log4j.rootCategory=DEBUG, R
and
     c:\Program Files (x86)\BigFix Enterprise\TEMA\work\tema\webapp\WEB-INF\config\environments\production.rb and set:

       config.log_level = java.lang.System.getProperty("TEMA_LOG_DEBUG") ? :debug : :debug

For each log gathering, should only turn on debug one at a time.

Here is what you need to do:

Set 1:
-stop TEMA service
-go to directory TEMA\log and delete tema.log file.
-go to config folder and backup log4j.properties
-edit log4j.prperties set the debug log on
-Start TEMA service.
-Upon service started, go to TEMA Web UI and login as an LDAP User
-Upon successful login, stop TEMA service
-Save the Tema.log to TEMA_log4j.log
-**copy the backup log4j.properties back it's config folder

Set 2
-stop TEMA service
-go to directory TEMA\log and delete tema.log file.
-go to environment folder and backup production.rb
-edit production.rb and set the debug log on
-Start TEMA service.
-Upon service started, go to TEMA Web UI and login as an LDAP User
-Upon successful login, stop TEMA service
-Save the Tema.log to tema_production.log
-**copy the backup production.rb back it's environment folder

you may send us the tema_log4j.log and tema_production.log (from c:\Program Files (x86)\BigFix Enterprise\TEMA\log) to help us diagnose.

  • You can attach this data to your PMR
or
  • Using your case's PMR number (replace #####.###.### with your PMR number below); FTP this information to your PMR support case:

*****************
FTP Instructions
*****************
PLEASE upload files to the ftp site at
ftp.emea.ibm.com, our ECUREP WorldWide Repository
<<<-------------------------------------------------------------------->>>

Please first zip or compress all files into a single file with the file
name using this format:
ppppp.bbb.ccc (pmr number . branch office .countrycode) Example:
#####.###.###.zip

1. ftp ftp.ecurep.ibm.com
2.User: anonymous
3. Password: <your e-mail address>
4. cd toibm/tivoli
5. bin
6. put #####.###.###.zip
7. quit

ppppp.bbb.ccc
(pmr number . branch office . country code)

If you have problems FTP'ing from the command line or browser, you may want to try using
a GUI FTP program, such as one of the following:

WinSCP: http://winscp.net/eng/index.php
FileZilla: http://filezilla-project.org/

Note: For subsequent files you upload, you can name the files your are uploading the same (the PMR number separated by dots instead of commas).
If you do not want to name it the same you can name it as the PMR number and underscore and a descriptive keyword (for example #####.###.###_SUADatapoints.zip)

Product Alias/Synonym

SUA TEMA software usage analysis

Document information

More support for: IBM BigFix Inventory

Software version: Version Independent

Operating system(s): Platform Independent

Reference #: 1690449

Modified date: 07 May 2015


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