If the problem is related to the HCP Anywhere system (e.g., it affects the User Portal and/or multiple clients), gather HCP Anywhere internal logs. If the problem is specific to an HCP Anywhere desktop client, gather logs for the affected client as well. if the problem is specific to a Windows server running HCP Anywhere Edge application, gather logs from Edge command-line interface (CLI) on the Windows Server.
[Taken from the HCP Anywhere Administrator Help, v.1.1]
Downloading the internal logs is a two-step process:
The filename for this file has this format:
HCPAWLogs-YYYYMMDD-hhmm.zip
Note: When you use Internet Explorer to download the internal logs, Internet Explorer occasionally displays an error message saying that the log file failed to be downloaded. If this happens, do one of these:
These considerations apply to the time period you specify:
—Optionally, in the Insert this message into the internal logs field, type a message to be inserted into the logs before they're downloaded and to be included in the manifest that accompanies the downloaded logs. This text can be up to 1,024 characters long and can contain any valid UTF-8 characters, including white space.Tip: If you have previously prepared but not downloaded the logs and want to prepare them again, click on the Cancel button to reactivate the Prepare Internal Logs button.
The HCP Anywhere desktop application maintains log files in a hidden folder on a user's computer. If the user is experiencing a problem with the desktop application, these logs can be used to diagnose the problem.
As a service provider, you can ask the HCP Anywhere administrator or the user to retrieve the desktop application logs. The administrator or user can save the folder containing the logs to a compressed file and then provide that file to you. Before the desktop application logs are retrieved, the desktop application should be shut down.
The desktop application initially saves log messages to a file named hcpaw.log. When this file grows to 10 MB, the desktop application renames the file to hcpaw.1.log and begins recording the logs to a new hcpaw.log file. The application keeps the five most recent log files.
On a Windows computer, the HCP Anywhere desktop application stores log files in these locations:
To view these folders, you need to configure Windows to show hidden files and folders.
On a Mac, the HCP Anywhere desktop application stores log files in this folder:
/Users/username/.hcpaw
To access this hidden directory from the Finder:
[Taken from the HCP Anywhere Administrator Help, v4.2.1]
When Edge is installed, it places an Edge command-line interface (CLI) on the Windows Server called awcli.exe,
usually located in C:\Program Files\Hitachi Vantara\HCP Anywhere Edge
e.g cd C:\Program Files\Hitachi Vantara\HCP Anywhere Edge
Important: Edge stops and restarts after you run the collect-logs command.
Submit logs to GSC
Upload all files to TUF.
(Windows 7/8 and 10)