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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 Auditor (NEA).

Instructions​

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

Logs​

Follow these steps to gather logs:

  • Depending on your current AIC version, refer to one of the following default paths:

    • AIC v11.5:

      C:\inetpub\wwwroot\StealthAUDIT Compliance\

    • AIC v11.6:

      C:\Program Files\STEALTHbits\Access Information Center

  • Navigate to the following path to collect the NEA 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 home page of the job, click View Log, and save the log file.

      Job View Log screenshot

    • Locate the job logs 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.

      Export Job screenshot

Messages Table​

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

Product Build Number​

IMPORTANT: Identifying your current NEA build helps determine whether the issue has already been addressed in a newer version. Follow the steps below to establish the build number in your NEA instance.

  • In NEA v11.5:

    • In Control Panel, open the Programs and Features menu. Locate the NEA line and review the Version column value.
    • In the Apps & Features menu, highlight the NEA entry and review the version.

  • In NEA v11.6:

    • Navigate to Help > About in the top toolbar.