This SAS KB article explains what information, log files, and other items to collect and send to SAS Technical Support to troubleshoot installation and configuration errors in SAS Risk Governance Framework 7.3.

Step 1: Collect Information about Your Deployed SAS^® Solutions and SAS^® Code Level

Collect the information about your deployed SAS^® solutions and current SAS code level for further review by executing the following SETINIT procedure in your Base SAS^® software:

To collect additional information (software releases, installed hot fixes, and so on), see SAS KB0036131, "Using the ViewRegistry Report and other methods to determine the SAS^® 9.2 and later software releases and hot fixes that are installed."

Step 2: Include a Problem Description

Include a description of the general task that you are trying to accomplish, your role and capabilities, and what has happened during the SAS session. Also, provide answers to the following questions:

• • Are you working with a fresh, new installation or an existing installation?

 

• • How do you reproduce the problem, or at what stage does the problem occur in SAS^® Deployment Wizard? 

 

• • Did you follow all the recommended pre-installation and post-installation steps that are described in SAS^® Risk Governance Framework 7.4: Installation and Configuration Guide? 

 

• Were there any errors that you ignored during the pre-installation steps or post-installation steps of which SAS Technical Support should be aware?

Step 3: Collect Log and Configuration Files

To troubleshoot unexpected behavior in the SAS Risk Governance Framework installation and configuration task, collect the following logs and configuration files, which contain data that is useful diagnosing problems: 

SAS^® Deployment Wizard or SAS^® Deployment Manager log files from machines with the failing SAS^® tier:

• In Microsoft Windows operating environments:  
  
  • the status.xml file in the SAS-configuration-directory\Lev1\ConfigData directory
• In UNIX operating systems:
  • the files that are discussed in SAS KB0036257, "Troubleshooting the SAS^® 9.4 installation process in a UNIX operating environment"
  • Get the status.xml file from SAS-configuration-directory\Lev1\ConfigData 

Note: If the error occurs during the startMidtierServers, load-content, or update-content stages of the installation wizard, you also need to collect any SAS 9.4 Web Server and SAS^® Web Application Server logs and files.

Middle Tier: SAS^® Risk Governance Framework web-application log files:

Execute this code to extract the software and server-component metadata. This task is valid only if the metadata-server component's configuration task completes successfully.

• Under UNIX: 

• the httpd.conf and sas.conf files in SAS-configuration-directory/Lev1/Web/WebServer/conf
• any backup files from SAS-configuration-directory/Lev1/Web/WebServer/conf/Backup
• the TAR file in SAS-configuration-directory/Lev1/Web/WebServer/logs/*.logs
• the TAR file in SAS-configuration-directory/Lev1/Web/Logs/SASServer8_1
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer8_1/conf/server.xml
• the TAR file in SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer8_1/logs/*.log
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer8_1/logs/catalina.out
• any backup files for server.xml, which resides in SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer8_1/conf/Backup
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer8_1/bin/setenv.sh
• the bin/setenv.sh and conf/server.xml files that reside in SAS-configuration-directory/Lev1/Web/WebAppServer/Backup/SASServer8_1.date-of-failure
• the TAR file in SAS-configuration-directory/Lev1/Web/Logs/SASServer1_1
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer1_1/conf/server.xml
• the TAR file in SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer1_1/logs/*.log
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer1_1/logs/catalina.out
• backup files for server.xml, which resides in SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer1_1/conf/Backup
• SAS-configuration-directory/Lev1/Web/WebAppServer/SASServer1_1/bin/setenv.sh
• the bin/setenv.sh and conf/server.xml files that reside in SAS-configuration-directory/Lev1/Web/WebAppServer/Backup/SASServer1_1.date-of-failure

• Under Windows:

• the httpd.conf and sas.conf files in SAS-configuration-directory\Lev1\Web\WebServer\conf
• any backup files in SAS-configuration-directory\Lev1\Web\WebServer\conf\Backup
• the TAR file in SAS-configuration-directory\Lev1\Web\WebServer\logs\*.logs
• the TAR file in SAS-configuration-directory\Lev1\Web\Logs\SASServer8_1
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer8_1\conf\server.xml
• the TAR file in SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer8_1\logs\*.log
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer8_1\logs\catalina.out
• any backup files for server.xml, which resides in SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer8_1\conf\Backup
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer8_1\conf\wrapper.conf
• the conf\wrapper.conf and conf\server.files that reside in XML in SAS-configuration-directory\Lev1\Web\WebAppServer\Backup\SASServer8_1.date-of-failure
• the TAR file in SAS-configuration-directory\Lev1\Web\Logs\SASServer1_1
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer1_1\conf\server.xml
• the TAR file in SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer1_1\logs\*.log
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer1_1\logs\catalina.out
• any backup files for server.xml, which resides in SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer1_1\conf\Backup
• SAS-configuration-directory\Lev1\Web\WebAppServer\SASServer1_1\conf\wrapper.conf
• the conf\wrapper.conf and conf\server.xml files that reside in SAS-configuration-directory\Lev1\Web\WebAppServer\Backup\SASServer1_1.date-of-failure

Note: You can retrieve many of the files that are listed above by running the log-sweeper tool that is described in SAS Note 54813, "Using the PDATool for automated log, configuration data collection, and relevant health-check analysis for the deployed SAS^® 9.4 environment services." Before you send the package of files to Technical Support, you must inventory the sweeper's output and ensure that ALL files and logs that are listed above are found in the package.