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Opening a Ticket

Overview​

This article provides guidance on collecting logs and other relevant information when submitting a support ticket for Netwrix Access Analyzer (NAA).

Instructions​

Follow the steps below to gather the necessary logs and details required for troubleshooting your NAA instance.

Logs​

The default installation directory for Netwrix Access Analyzer is:

C:\Program Files\STEALTHbits\Access Information Center

NOTE: This location could be custom set. If you are unsure where the installation directory is, open services.msc and view the properties for the Netwrix Access Information Center service. The Path to executable field points to the Access Information Center (AIC) installation directory.

  • Navigate to the following path to collect the NAA Console logs:

    %SAInstallDir%\SADatabase\Logs\Application

  • Gather the Published Reports logs from the following path:

    %SAInstallDir%\SADatabase\Logs\Web

  • Collect the job logs using one of the following methods:

    • On the job home page, click View Log, and save the log file.

      Screenshot showing the View Log option on a job home page

    • Locate the job logs directly in the file system using the following path:

      %SAInstallDir%\Jobs\%GROUP%\%JOB%\OUTPUT

      NOTE: Replace %GROUP% and %JOB% with the appropriate values. For example, to locate logs for the 1-AD_Scan job, use the following path:

      %SAInstallDir%\Jobs\GROUP_.Active Directory Inventory\JOB_1-AD_Scan\OUTPUT

    • In the Navigation Pane, right-click the job and select Export. In the new window, specify the components to export and proceed with the export.

      Screenshot showing the Export option for a job

Messages Table​

To export job errors and warnings from the Messages table, navigate to %JOB% > Status > Messages in the Navigation Pane, right-click Messages, and select Export > Export to XML.

Product Build Number​

IMPORTANT: Identifying your current NAA build helps determine whether the issue has already been addressed in a newer version.

To identify the product build number, navigate to Help > About in the top toolbar.