Guideline for collecting troubleshooting logs
Summary: m8dzr6 provides a comprehensive guide for collecting the necessary log files for troubleshooting Sisense issues on both Linux (Kubernetes-based) and Windows deployments. Key steps before log collection include noting the exact timestamp, Sisense version, and deployment type. The guide details specific log file locations for various scenarios like build failures, dashboard issues, application accessibility, and several other cases, divided by operating system. This resource ensures efficient diagnosis by mapping common problems to the relevant log files.
Sisense log files reference guide
When troubleshooting Sisense issues, collecting the right log files is essential for efficient diagnosis. This guide maps common scenarios to the specific log files that should be gathered - for both Linux (Kubernetes-based) and Windows deployments.
Before collecting logs:
Note the exact timestamp and timezone when the issue occurred.
Record the Sisense version currently deployed.
Generate a HAR file for UI issues using these steps
Identify the deployment type (single-node or multi-node; on-prem or cloud-managed).
For Linux, all service logs are located under
/var/log/sisense/<namespace>/.For Windows, most application logs reside under
%ProgramData%\Sisense\.
Linux Environments
For Linux deployments, all of the following logs are typically located under var/log/sisense/<namespace>/.
Build Fails/Hangs
ec-<cubename>-bld<nameofpod>.logbuild.logmanagement.logconnectors.log
Build Log Issues
Build.lograbbitmq-ha.logmodel-logspersistence.log
Dashboard, Widgets, Queries, and AI/NLQ features
* Provide the browser-generated HAR file for the user experiencing the issue.
translation.logquery.logae.logec-<cube name>-qry<nameofpod>.loggalaxy.logapi-gateway.log
If a Live Connection is used: connectors.log.
If the issue is related to a pivot table: pivot2-be.log,
AI / NLQ Features
ai-integration.logai-services.logIlm-services.lognlq-compile.logniq-rt.log
License Issues
Oxygen.log
Application Not Accessible
galaxy.logidentity.logconfiguration.logapi-gateway.lograbbitmq-ha.lograbbitmq.logzookeeper.log
Installation
* sisense-ansible.log located under the installation directory.
Process/Service Failure
* Provide the Kubernetes commands that are showing failures.
kubectl get pods -A >getPods.log
kubectl -n sisense describe pod {PodName} >describeOnePod.log
kubectl -n sisense logs {PodName} >LogOnePod.log
kubectl describe nodes >DescribeNodes.log
kubectl get events -A --sort-by='{.lastTimestamp}' >events.log
Sisense Monitoring
fluent-bit.logfluent-d.loggrafana.logmonitoring.log
Data Page and Elastic Cube Viewing
model-graphql.log
* If a Live Connection is used: galaxy.log.
General Issues
combined.log(Note: This file can be exported via the GUI under the admin section, but it could be large).
Reporting and Emails
galaxy.logreporting.logjobs.logexporting.log
Exporting
exporting.log
Active Directory User Import
identity.log
Usage Analytics
usage.log
Plugins/Add-ons
plugins.logexternal-plugins.log
Windows Environments
For Windows deployments, please gather the logs from the specific directories mentioned below.
Build Fails/Hangs
\ProgramData%\SiSense\PrismServer\ElastiCubeProcessLogs\ProgramData%\SiSense\PrismServer\PrismServerLogs\*.*\ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\*.*\ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name>
Build Log Issues (e.g., log stuck on loading build plan due to communication errors)
\ProgramData\Sisense\application-logs\ECMLogsPersistenceService\ECMLogsPersistenceService.log\ProgramData\Sisense\PrismServer\PrismServerLogs\ecs.log\ProgramData\Sisense\RabbitMQ\log\*.*\ProgramData\Sisense\RabbitMQ\logs\*.*
Dashboard & Widgets & Queries
* Provide the browser-generated HAR file for the user experiencing the issue.
\ProgramData\galaxy\Galaxy.log\ProgramData\api-gateway\API-Gateway.log\ProgramData\Sisense\application-logs\query-proxyIIS site logs, for example:
C:\inetpub\logs\LogFiles\W3SVC2\u_ex210721
\ProgramData\Sisense\PrismWeb\Logs\PrismWebServer.log\ProgramData\Sisense\PrismWeb\Logs\Translator.log\ProgramData\Sisense\PrismServer\PrismServerLogs\ECS.log
If a Live Connection is used: \ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\*.*
\ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name>
License Issues
\ProgramData\Sisense\Oxygen
Application Not Accessible
\ProgramData\Sisense\application-logs\Galaxy.log\ProgramData\Sisense\application-logs\Gateway.log\ProgramData\Sisense\application-logs\Identity.log\ProgramData\Sisense\application-logs\Configuration.log\ProgramData\Sisense\RabbitMQ\log\*.*\ProgramData\Sisense\RabbitMQ\logs\*.*\ProgramData\Sisense\Infra\Discovery\Logs\Discovery.log\ProgramData\Sisense\Infra\Discovery\Logs\zookeeper.log
Installation
\ProgramData\Sisense\Deployment\Sisense_<datetime>.log\Users\{UserName}\AppData\Local\Temp\Sisense_<datetime>.log
<datetime> refers to the date and time when the installation occurred.
Process/Service Failure
\ProgramData\Sisense\ServiceLogs
* Use Windows Event Viewer to generate the application log.
Sisense Monitoring
\ProgramData\Sisense\Infra\Data\Collector\Logs\ProgramData\Sisense\Infra\Data\Shipper\Logs\ProgramData\Sisense\Monitoring\LOGS
Data Page and Elasticube Viewing
\ProgramData\Sisense\application-logs\ecm\ecm.log\ProgramData\Sisense\application-logs\query-proxy\query-proxy.log
* If a Live Connection is used: ProgramData Sisense\application-logs\Galaxy.log.
Reporting and Emails
\ProgramData\Sisense\application-logs\jobs-service\jobs-service.log\ProgramData\Sisense\application-logs\reporting-service\reporting-service.log\ProgramData\galaxy\Galaxy.log
Exporting
\ProgramData\Sisense\application-logs\exporting-service\exporting-service.log
* For Excel exporting specifically: ProgramData\sisense\application-logs\analytical-engine.log
Active Directory User Import
ProgramData\Sisense\application-logs\identity-service\identity-service.log
Usage Analytics
ProgramData\Sisense\application-logs\usage-service usage-service.log
Plugins/Add-ons
ProgramData\Sisense\application-logs\plugins-service\plugins-service.log
