Cireson Portal

Reference: Cireson Portal and Cireson Platform Logging

This article applies to: Cireson Portal, version 8.0.x and above.

Website Logging

The Cireson Portal log is located at C:\inetpub\CiresonPortal\Logs\WebConsole.log.

The logging configuration is in the web.config file at C:\inetpub\CiresonPortal\web.config.

Changing the Website Logging Level

If you need to change the logging level to get more detail in the log, please do the following:

  • Open a text editor such as Notepad as an elevated administrator.
  • Open C:\inetpub\CiresonPortal\web.config.
  • Change the logging level key to ALL. Example shown below
  • Save the file.
  • Restart the Cireson Portal web site.

 

Note: Once you no longer need the more detailed level of logging, please change the logging level back to ERROR to minimize the impact of debug logging on performance and disk space consumption.

Creating a New Website Log File

To create a new website log file, please do the following:

  • Stop the Cireson Portal website.
  • Delete or rename the current website log file at C:\inetpub\CiresonPortal\Logs\WebConsole.log
  • Start the Cireson Portal website.

A new website log file will be created automatically.

Error Events

All errors that occur in the Cireson Portal website are also logged to the Application event log in Windows.  The source of these events is 'WebPortal'.

Cache Builder Logging

The Cache Builder log file is located at C:\inetpub\CiresonPortal\bin\Logs.

The Cache Builder logging configuration is stored in the Cache Builder config file at C:\inetpub\CiresonPortal\bin\Cireson.CacheBuilder.WindowsService.exe.config.

Changing the Cache Builder Logging Level

If you need to change the logging level to get more detail in the log, please do the following:

  • Open a text editor such as Notepad as an elevated administrator.
  • Open C:\inetpub\CiresonPortal\bin\Cireson.CacheBuilder.WindowsService.exe.config.
  • Change the logging level key to ALL. Example shown below
  • Save the file.
  • Restart the Cache Builder service.

 

Note: Once you no longer need the more detailed level of logging, please change the logging level back to ERROR to minimize the impact of debug logging on performance and disk space consumption.

Creating a New Cache Builder Log File

To create a new Cache Builder log file, please do the following:

  • Stop the Cache Builder service.  Wait for up to 15 seconds for the process to release control of the log file.
  • Delete or rename the current Cache Builder log file at C:\inetpub\CiresonPortal\bin\logs
  • Start the Cache Builder service

A new Cache Builder log file will be created automatically.

Error Events

All errors that occur in the Cache Builder are also logged to the Application event log in Windows.  The source of these events is 'CacheBuilder'.

Cireson Platform Logging

The Cireson Platform log file is located at C:\ProgramData\Cireson.Platform.Host.

The Cireson Platform logging configuration is in the database for the given application. 
For Remote Support, the default database name is RemoteSupport. 
For Cireson Portal for Service Manager, the database is called ServiceManagement.

INFORMATION: Additional troubleshooting steps for the Cireson Platform and associated data can be found here: User Guide: Dynamic Data (cireson.com)

Changing the Cireson Platform Logging Level

If you need to change the logging level to get more detail in the log, please do the following:

  • If you've never adjusted the logging level, a key for LogLevel will need to be added with the following query: 

INSERT INTO [cp].[Cireson_Core_SystemSetting]
           ([Key],[Value],[IsDeleted])
     VALUES
           ('LogLevel'
           ,0 -- where 0 is the desired logging level
           ,0)

  • If you have adjusted it in the past, you may need to simply update the logging level which can be done with this query: 

UPDATE [cp].[Cireson_Core_SystemSetting]
   SET [Value] = 500 --where 500 is the desired logging level
 WHERE [Key] = 'LogLevel'

  • Restart the Cireson Platform Host service. 
    For Remote Support the service is called "Cireson Remote Support." 
    For the Cireson Portal for Service Manager the service is called "Platform Cache"

Note: Once you no longer need the more detailed level of logging, please run the above UPDATE query to minimize the impact of debug logging on performance and disk space consumption.

You can change the specific level of logging for the platform by changing the 0 from above to another number. Consult this list for details:

0 = verbose
100 = Info
300 = warning
500 = critical *default
600 = exceptions

Changing the Cireson Platform Logging Location

If you have the Cireson Platform running twice on the same server (for example, you may have Cireson Portal and Cireson Remote Support installed on the same server), you may want to change the location of one of these log files in order to prevent confusion if you are having an issue in one of the Platform services. 

  • If you've never adjusted the logging location, a key will need to be added with the following query

INSERT INTO [cp].[Cireson_Core_SystemSetting]
    ([Key],[Value],[Guid],[IsDeleted])
VALUES ('LogFilePath','C:\log.txt',newid(),0)

  • If you have adjusted it in the past, you may need to simply update the logging location which can be done with this query: 

UPDATE [cp].[Cireson_Core_SystemSetting]
   SET [Value] = 'C:\Logs\log.txt'
 WHERE [Key] = 'LogFilePath'

  • To go back to the normal logging location (default: C:\ProgramData\Cireson.Platform.Host), use this query

DELETE FROM cp.Cireson_core_systemsetting where [key] = 'LogFilePath'

  • Restart the Cireson Platform Host service.  
    For Remote Support the service is called "Cireson Remote Support."  
    For the Cireson Portal for Service Manager the service is called "Platform Cache"

Creating a New Cireson Platform Log File

A new Cireson Platform Log file is created at midnight every day.

Troubleshooting Logging

If you are not getting log files created in the folders listed above, you may need to give the appropriate accounts write access to the relevant folders:

  • The Cache Builder account requires write access to the CiresonPortal/bin/logs folder
  • The Web Pool Application account requires write access to the CiresonPortal/logs folder for Website logging and write access to %programdata%/Cireson.Platform.Host folder for Platform logging. 

Cireson Support have requested to see our log files. What do I do?

Cireson Support might need to see log errors that are occurring in the portal to be able to determine the correct action to take to resolve the problem. Follow these steps closely: 

  1. Stop the Cireson Cache Builder system service and the IIS web site. 
  2. Set logging levels to ALL in the web.config file (located in C:\inetpub\CiresonPortal\web.config) for the Web Config log, and the Cache Builder log - Cireson.CacheBuilder.WindowsService.exe.config (in C:\inetpub\CiresonPortal\bin\) for the Cache Builder log. 
  3. Rename or delete your existing CacheBuilder.log (in C:\inetpub\CiresonPortal\bin\Logs) and your Web Console.log (in C:\inetpub\CiresonPortal\Logs\) 
  4. Restart the Cireson Cache Builder system service and the IIS web site. 
  5. Recreate the error(s) or issue(s) your user is experiencing. 
  6. Attach the newly created logs for the Support team to review.