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Laim McKenzie asked a question.

September 29, 2020 at 2:47 PM
Cloud App Metering (SaaS) Log Location

Hi Community,

 

I've set up Cloud App Metering for a customer and it doesn't seem to be pushing the information out from the inventory. I've done it previously in the past and had issues and managed to fix it, but it's safe to say my brain isn't cooperating here.

 

Does anyone know why this would happen or where I can find the logs?

 

This is a dedicated environment hosted off-premise from the customer, they use an Inventory Gateway to process their devices to the master server. The system event / agent update has 30k devices pending, none successful and none are failed either, it's like it's not even trying to push them out. It's been enabled for about two/three weeks now.

  • 4 answers
  • 70 views

  • piideleteJune

    Hi Liam, The agent should ask the GW if it has any jobs to do and the GW would have been instructed to download the agent extensions etc.

    So it should come down to the agent logs to see if that has any errors i guess.

    Also do you have in the agents config the extensions turned on for installation when told to do so by the Master/GW?

     

    Example config attached in the image.SaaS

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  • piideleteJune

    Hi Liam, The agent should ask the GW if it has any jobs to do and the GW would have been instructed to download the agent extensions etc.

    So it should come down to the agent logs to see if that has any errors i guess.

    Also do you have in the agents config the extensions turned on for installation when told to do so by the Master/GW?

     

    Example config attached in the image.SaaS

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    • Laim McKenzie

      Hey Joseph,

       

      Yep, it's all enabled it just doesn't seem to be pulling the information down! What makes it even worse as it used to work and now it doesn't :(

       

      I'll contact the customer for the agent logs again, I was hoping we'd at least be able to see it at a server level but I guess not,

       

      Thank you!

       

      Laim

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      • piideleteJune

        Out of curiosity are the Master server and Gateway server versions in sync? so say both at 6.40.

         

        Also it may be worth disabling the CloudApp metering for that particular config then re-enabling it to see if any log entry is created at the exact time you do it, like we have to do when diagnosing AD discovery issues.

        You'd have to pull the logs from the GW at the same time as well.

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  • Portal User

    Hi Liam

     

    Can you see any metering files in the snow agent directory? When you start the snowagent service you should see cloudmeteringhost.exe and a few other related files (json, xpi and dll's) appear to show that the agent is monitoring the browser configured in the agent... Also check that the extension is running in the browser and that it does have permissions to collect the data.....

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Cloud App Metering (SaaS) Log Location