Create an EventLog Analyzer Support Information File (SIF)

In case you face an issue with log collection or any other aspect of EventLog Analyzer, please create a SIF and send it to support@eventloganalyzer.com. The SIF will help us analyze the issue and propose a solution. This article gives you the steps to generate SIF in different scenarios:

Creating SIF automatically

1. Login to the EventLog Analyzer web client and go to Settings -> System Diagnostics -> System Info tab.

2. Under the Generate Troubleshooting Data window, you will see the following log upload options:
   • General Build Information (Selected by default)- Provides general information about the server and product configuration.
   • Server Logs- Compiles logs of the EventLog Analyzer instance, including Elasticsearch logs.
   • Windows Agent Logs- Collects logs from Windows agents managed by this server. Requires access to the agent installed machine and credentials to collect the agent logs automatically.

     Note: Logs from manually installed agents must be collected manually.

     How to collect agent logs manually?

     1. Log in to the agent-installed machine.
     2. Navigate to the installation folder of the agent (e.g., C:\Program Files (x86)\EventLogAnalyzer_Agent).
     3. Locate the logs folder and compress it.
     4. Upload the compressed logs to https://bonitas.zohocorp.com/.
   • Heap Dump & Thread Dump- Logs are collected by the support team upon request when the server encounters performance issues.

Note: The generated logs will be present under: ManageEngine\EventLog Analyzer\server\support folder in ZIP format.

Steps to upload logs: Auto and Manual SIF creation

After selecting the required logs and clicking 'Generate', you can create a SIF file using either the Auto or Manual upload option.

Automated upload process:

1. Utilize the Auto option to compress and upload logs directly to the support team.
2. Provide the necessary details, such as your email ID and ticket ID (can be left blank if unavailable).
3. Upon uploading, an acknowledgment mail will be sent.

Manual upload process:

1. Click on Generate.
2. Logs will be collected and compressed under C:\Program Files\ManageEngine\EventLog Analyzer\server\support.
3. Upload the compressed ZIP manually on the bonitas website.

Procedure to create a SIF when the EventLog Analyzer server or web client is not working

If you are unable to create a SIF from the EventLog Analyzer GUI, you can zip the files under 'logs' folder, which is located in <EventLog Analyzer Home>/logs (default path) and upload the ZIP file using the following link: https://bonitas2.zohocorp.com/#to=eventlog-support@manageengine.com