Submitting Snow Commander diagnostics
Snow Commander includes a diagnostics utility that enables you to easily provide detailed deployment information to Flexera Technical Support.
Follow these steps to download and submit a diagnostics package.
- Log in to Commander and select Support under the Help menu.
- Click Download diagnostic package.
- Check all four checkboxes and click Download.
- Locate the downloaded zip file (vCommander_Diagnostic.zip) and attach it to your email response or ticket submission in the Flexera Community.
If you cannot log in to the admin portal, manually collect and compress log files from the following directories on the Commander application server (default installation path assumed):
<Install Directory>\Program Files\Embotics\Commander\tomcat\logs<Install Directory>\Program Files\Embotics\Commander\identityservice\logs<Install Directory>\Program Files\Embotics\Commander\currency-service\logs<Install Directory>\Program Files\Embotics\Commander\terraform-service\logs
Best practices
When submitting diagnostics, include the timestamp of when the issue occurred. A good approach is to reproduce the issue right before downloading the diagnostics package and inform support that this was done. If the problem may relate to database or cloud account connections, restart the application server or Commander Windows services before collecting logs so that any startup issues are clearly recorded.
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