Enabling Tracing on ObserveIT Components

If you experience issues with the server-side components, the Agents, or the configuration and management of ObserveIT, you can use the trace files of each of the server-side and Agent components to troubleshoot the system. You can send the resulting trace files with as much information as possible about your system to the ObserveIT support portal at Support.

This topic describes how to enable tracing on the following ObserveIT components:

  • Application Server

  • Web Management Server

  • Notification Service

  • Rule Engine Service

  • Windows Agents

  • Health Monitor

  • Users Analytics

Depending on the level of tracing you need, you can edit the relevant component's configuration file and change the trace error level from 1 to 2, 3, or 4, as required:

  • level "1": includes only error conditions (default configuration setting)

  • level "2": includes all warning conditions, plus "error" messages

  • level "3": includes informational messages, plus "error" and "warning" messages

  • level "4": includes debug-level messages, plus "error", "warning" and "info" messages

Enabling Tracing on the ObserveIT Application Server

To enable tracing on the ObserveIT Application Server

  1. Locate the folder: C:\Program Files\ObserveIT\Web\ObserveITApplicationServer
  2. In the Web.Config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart IIS on the Application Server by opening a Command Prompt window with elevated credentials, typing iisreset and pressing Enter.

  6. Locate the folder: C:\Program Files\ObserveIT\Web\ObserveITApplicationServer\Trace
  7. Copy the resulting textual trace files and send with as much information about your system as possible to support.

Enabling Tracing on the ObserveIT Web Management Server

To enable tracing on the ObserveIT Web Management server

  1. Locate the folder: C:\Program Files\ObserveIT\Web\ObserveIT
  2. In the Web.Config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart IIS on the Application Server by opening a Command Prompt window with elevated credentials, typing iisreset and pressing Enter.

  6. Locate the folder: C:\Program Files\ObserveIT\Web\ObserveIT\Trace
  7. Copy the resulting textual trace files and send with as much information about your system as possible to support.

Enabling Tracing on the ObserveIT Notification Service Component

This component is responsible for sending scheduled alerts and notifications.

To enable tracing on the ObserveIT Notification Service component

  1. Locate this folder: C:\Program Files\ObserveIT\NotificationService
  2. In the ObserveIT.WinService.exe.config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart the ObserveIT Activity Alerts Service by using the Services console from the Control Panel > Administrative Tools.

  6. Locate the trace file under: C:\Program Files\ObserveIT\NotificationService\Trace\ObserveITNotificationService_Trace.txt
  7. Copy the resulting textual trace files and send with as much information about your system as possible to support.

Enabling Tracing on the ObserveIT Rule Engine Service Component

The Rule Engine Service component on the Application Server is responsible for running the ObserveIT alert rules.

To enable tracing on the Rule Engine Service component

  1. Locate this folder:C:\Program Files\ObserveIT\RuleEngineService\bin

  2. In the ActivityAlerts.Service.exe.config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart the ObserveIT Activity Alerts Service by using the Services console from the Control Panel > Administrative Tools.

  6. Locate the folder: C:\Program Files\ObserveIT\RuleEngineService\Trace

  7. Copy the resulting textual trace files and send with as much information about your system as possible to support.

Enabling Tracing on ObserveIT Windows Agents

To enable tracing on a Windows Agent

  1. Locate this folder: C:\Program Files\ObserveIT\ObserveITAgent\bin

    If you installed the Agent in a different path, change the name of the folder.

  2. Locate and open the rcdcl.exe.config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. the rcdcl.exe.config file, locate the following:

    <system.diagnostics>
    <switches>
    <add name="General" value="1" />
  4. Change value="1" to value="3" or "4" depending on the required trace error level.

  5. Save the file.

  6. Restart the Agent by logging off and then logging back on to the user session.

  7. Locate the folder: C:\Program Files\ObserveIT\ObserveITAgent\Trace

    If you installed the Agent in a different path, change the name of the folder.

  8. Copy the resulting textual trace files and send with as much information about your system as possible to support, including how to recreated the issue.

Enabling Tracing on the ObserveIT Health Monitor

To enable tracing on the ObserveIT Health Monitor component

  1. Locate this folder: C:\Program Files\ObserveIT\HealthMonitor\bin
  2. In the ObserveIT.HealthMonitor.Service.exe.config file, locate this string:

    <system.diagnostics>

    <switches>

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart the ObserveIT Health Monitor by using the Services console from the Control Panel > Administrative Tools.

  6. Locate the trace file under: C:\Program Files\ObserveIT\HealthMonitor\Trace.
  7. Copy the resulting textual trace files and send with as much information about your system as possible to support, including how to recreated the issue.

Enabling Tracing on the ObserveIT User Analytics Service

To enable tracing on the ObserveIT User Analytics Service component

  1. Locate this folder: C:\Program Files\ObserveIT\UserAnalytics\bin
  2. In the UserAnalytics.Service.exe.config file, locate this string:

    <system.diagnostics>

    <switches

    <add name="General" value="1" />

  3. Change value="1" to value="3" or "4" depending on the required trace error level.

  4. Save the file.

  5. Restart the User Analytics service by using the Services console from the Control Panel > Administrative Tools.

  6. Locate the trace file under: C:\Program Files\ObserveIT\UserAnalytics\Trace.
  7. Copy the resulting textual trace files and send with as much information about your system as possible to support, including how to recreated the issue.