How To: Gather console, patch deployment and agent logs for Ivanti Patch for Windows Servers

Version 49

    Overview

     

    These instructions will help you enable All logging (verbose logging) then those collect logs and supporting information to help Support troubleshoot issues on your console and remote clients.

     

    Instructions

     

    Ivanti Patch for Windows Servers (PWS) 9.X Console Logging:


    1. Open the Patch for Windows GUI and navigate to Tools > Options > Logging and change logging to All for both user interface and services.

         a. If you are unable to set logging via the GUI see this doc: http://community.shavlik.com/docs/DOC-22938

    If you can reproduce the issue on demand, proceed to the next step.  If not, skip to step 6.

    2. Close the console GUI.

    3. Stop the 'Ivanti Patch for Windows Servers Console Service' service.

    4. Delete the contents of C:\ProgramData\LANDesk\Shavlik Protect\Logs on your console.

         a. If troubleshooting agentless deployment or scheduling, delete the contents of C:\Windows\ProPatches\Logs on your target machine as well.

    5. Start the 'Ivanti Patch for Windows Servers Console Service' service and open the Patch for Windows GUI.

    6. Attempt to reproduce the issue.  Please document steps to reproduce.  Screenshots are very helpful.

    7. Collect the logs from the Logs folder(s) from steps 4 (please zip).

         a. Include applicable screenshots.

         b. [Deployment issues only] On the target system, zip a copy of the entire C:\Windows\ProPatches folder and its contents (exclude the Patches sub-folder).

    8. Zip everything together and attach to the case on the support portal.

    If requested to do so, you can obtain the ST.FileVersions.log which contains all file versions relevant to Patch for Windows by going to Help > About Ivanti Patch for Windows Servers > Export Info.

     

    Shavlik Protect - Ivanti Patch for Windows Servers Agent Logging:

     

    1. You will need to set your agent's logging level to All by opening the Agent Policy assigned to the machine you are gathering logs from. The option is in the General tab.

    2. If not already set, change the logging level to ‘All’ then Save and update Agents. Choose to update agents if prompted again.

         a. If Patch for Windows fails to update the agent, you will need to perform an Agent Check-in from the agent GUI on the target machine or wait for the scheduled check-in.

    If you can reproduce the issue on demand, proceed to the next step.  If not, skip to step 6.

    3. Remote to the agent client machine, close the agent GUI and stop the services:

         a. The services start with Ivanti or ST.

    4. Delete the contents of the C:\ProgramData\LANDesk\Shavlik Protect\Logs folder on the agent client machine.

    5. Start services that start with Ivanti or ST.

    6. Attempt to reproduce the issue.  Please document steps to reproduce.  Screenshots are very helpful.

    7. Take applicable screenshots of errors or information relevant to the issue.

         a.  Collect the logs from step 4.

         b.  Collect the screenshots.

    8. Zip everything together and attach to the case on the support portal.

     

    Ivanti Patch for Windows Servers Deployment Logging: (the information collected here is specific to agentless deployments)

     

     

    1. Navigate to the target machine with the deployment issues.

    If you can reproduce the issue on demand, delete the contents of the C:\Windows\ProPatches\ folder and continue to the next step.  If you cannot skip to step 4.

    2. Stop all services that start with Ivanti or ST.

    3. Attempt to reproduce the issue.  Please document steps to reproduce.  Screenshots are very helpful.

    4. Delete the patches from C:\Windows\ProPatches\Patches.

    5.  Zip the entire C:\Windows\ProPatches folder.

         a. Include applicable screenshots.

    6. Zip everything together and attach to the case on the support portal.

     

    Ivanti Patch for Windows Servers install issues:

     

     

    Affected Product(s)


    Ivanti Patch for Windows Servers 9.3+