Resolving Upgrade Failures When No Logs Are Available

The Commander installer creates two log files that contain information about any failures that may occur:

C:\installer.log is always stored in the root of the C: drive, whether or not Commander is installed on that disk.
<Install Directory>\Program Files\Embotics\install_failure.log is created by Commander and includes different details than the logs generated by the installer.

Normally these logs are the primary piece of evidence used when failures occur, but under some circumstances the logs files do not get created. For example, this was observed during an upgrade when an underscore character (not supported by DNS) was used in the name of a new SQL server. This caused the installer to crash before the log file would be created.

Solution

Commander's installer includes the ability to output the logging to the console. This means a Window opens up and the messages will scroll by:

To enable logging to the console, hold down the left CTRL key on your keyboard while launching the installer.

In the event that a crash occurs and you do not see the error, you can take screen recordings to focus frame-by-frame until you see the error message.

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Support Hub

Product

Snow Commander

Solution Area

Upgrade Failure

Deployment type

On-premises

Visibility

Guest

URL Name

Resolving