Article 4120403

AppAssure Software understands the value of being able to quickly and easily provide our technical staff valuable system information for a health check analysis.    When a call with support is initiated it is often helpful to provide various logs and results of various utility “checks” for review.  To reduce the time and effort involved in gathering and transferring this information, AppAssure has developed an information collection utility, AAInfo.  This standalone executable automates much of the process of gathering and uploading information about the environment to the support team.  It also is a great way to centralize the information which can be reviewed while on a remote session with AppAssure Support after collection.

When creating a new support ticket or providing additional information to an existing support ticket, AAInfo will expedite the process providing a thorough and faster review.

You can download AAInfo from here:  http://aainfo.s3.amazonaws.com/aainfo.exe

The simple procedure is outlined here:

1. Run the utility on the Replay server(s) which are affected (cores, agents and/or replication cores).
2. Leave default check boxes for information to gather.
3. Add additional information like screen shots by using the menu option to Add Custom Files.
4. Press Start to begin the collection
5. Press the “Upload logs to AppAssure” button and provide your 6-digit ticket number (excluding “AA-”)

DONE!

For MAILRETRIEVER issues do the following:
Set logging to DEBUG LEVEL. To set DEBUG LEVEL logging, after the failed attempt to open the database the MR window will be open. There is a settings menu that brings up a property page with the log level setting. After setting it to DEBUG LEVEL close the window and repeat the operation so it runs while the DEBUG LEVEL logging is enabled. Be sure to return the log level to its previous setting once complete. Then check the MailRetreiver logs when running the AAInfo log collection tool.

Detailed instructions are available online at
http://aainfo.s3.amazonaws.com/AppAssure_Information_Collection_Utility.pdf