Hitachi Content Platform (HCP) Data Collection

Brief Description of problem

• What version of HCP?
• Can you capture the symptom via screen capture?
• Do you have remote access? If not, we need to dispatch the trained CE.

NOTE: When troubleshooting, it is important to get a timeline and screen captures of the issue. If the GUI is unavailable, then a Putty session will be needed to gather logs and this can only be done by someone with Keys such as the CE or GSC HCP Specialist. The customer does not have Putty keys.

Log Collection

To download the HCP internal logs, your user account must include the Administrator role. To prepare and download the HCP internal logs:

Login to the HCP Admin GUI (System Management Console), mouse over or click on "Monitoring" tab, then click on "Internal Logs".

Warning: You will not see these options unless the user you are logged in as includes the Administrator role:

1) On the Internal Logs page, click on Download Internal Logs.

2) On the Download Internal Logs panel:

• In the Start date field, enter the starting date, use mm/dd/yyyy format.
• In the End date field, enter the ending date, use mm/dd/yyyy format.

3) Click on the "Prepare Internal Logs" button.

HCP will prepare the logs for downloading. While it does this, it reports its progress in the Download Internal Logs panel. You do not need to remain on the Internal Logs page during this process.

When HCP finishes preparing the logs, the "Prepare Internal Logs" button changes to "Download Internal Logs".

4) Click on the "Download Internal Logs" button.

5) When prompted, choose a location to save the log file download on your local system drive.

HCP will download the logs to your local system drive. While it does this, it reports its progress in the Download Internal Logs panel. You do not need to remain on the Internal Logs page during this process.

NOTE: If the System Management Console session times out due to inactivity before the prompt to save the file appears, the download fails. If this happens, increase the inactivity timeout interval and try the download again.

CLI HCP log collection procedure can be found here

How Manually Collect HCP Logs from CLI Using logdl