How to send log files to the OS Deployer support team?

Description

While facing issues with OS Deployer, it is necessary for our experts to go through your logs to resolve the issues. To offer you quick and personalized support, you must send us the log files along with a description of the issue and screen shots, depending on the issue. You can follow this document and upload the required logs.

There are two stages in sending the log files, they are:

• Extracting the logs
• Sending it to OS Deployer support

Extracting the logs

To troubleshoot any issues while working with our product, our experts need your logs for a better understanding of the problem. The following is the list of logs, that might be needed by our experts to resolve any issues.

OS Deployer Server logs

<install_dir>\OSDeployer_Server\logs

Note

<install_dir> refers to the directory where the OS Deployer server is installed.

Distribution Server logs

C:\Program Files (x86)\ZohoCorp\OSDDSComponent\logs

C:\Program Files (x86)\ZohoCorp\OSDPXEComponent\PXEService\logs

Note

These logs will be located on the computer where the Distribution Server is located.

Imaging logs

C:\Program Files (x86)\ZohoCorp\ManageEngine OSDeployer - Image creator\Logs

Note

These logs will be present on the computers where the imaging process is happening.

Deployment logs

These logs will be present on the computer where the deployment process is happening.

Note

Please connect a USB thumb drive to copy the target machine logs.

1. Boot the target machine with the bootable media(PXE/USB/ISO).
2. Initiate the deployment.
3. While getting an error, Click on ALT+TAB keys and select the command prompt.
   • Enter diskpart
   • On the diskpart window, enter list volume
   • Note the drive letter for the USB drive(e.g: D, E, ..etc)
   • Enter exit
4. On the command prompt window, go to the location given below

   X:\Program files\osd\bin\Logs

5. Copy the above logs folder to a USB thumb drive by executing the following command

   xcopy /e /i "X:\Program files\osd\bin\Logs" "D:\Logs"

   Note

   D is an example of the drive letter mentioned above. Use the drive letter you have noted in step 3.

Post Deployment Logs

C:\Windows\PatcherLogs

Note

These logs will be present on the computer where the image is deployed.

Sending it to OS Deployer support

Ensure that the log files are zipped and ready to be uploaded. Kindly note that the logs can be uploaded from the Web Console by navigating to Support->Create Support File. If the Web Console is not accessible, follow the steps given below to send the log files to our support team.

1. From a web browser, connect to this link.
2. Specify the Ticket ID, if you have one.
3. Add the modules, of which the logs are uploaded.
4. Specify your email address and the address to receive notifications.
5. Specify the reason.
6. Click Add files to browse and select the required log files.
7. Click Upload.
8. The zipped log files will be successfully uploaded.