How to Retrieve and Share ItemPath Logs

When troubleshooting an error in your on-premise ItemPath instance, providing system logs to our Support team can help to diagnose the root cause of the issue.

Depending on the scenario, you may only need to capture a targeted 5-minute snapshot immediately after reproducing an error, or you may need to export the entire logs folder for deeper analysis.

Follow the instructions below to gather and package these logs to share with our Support team.

Capture Logs from the Last 5 Minutes

Use this method if you can easily reproduce the issue. Capturing a narrow window of time keeps the log file small and allows our team to focus precisely on the timestamp of the error.

1. Open your terminal or command-line interface on the server hosting ItemPath.
2. Attempt to perform the action that is failing.
   1. For example, if you're encountering an error generating a downloadable report file, in ItemPath:
      1. Navigate to the report.
      2. Select the Export tab.
      3. Select a file type.
      4. Click Generate New File.
3. Immediately after the error or failure occurs, run the following two commands in sequence. This will extract the relevant logs from both the worker and application containers and write them to a single text file named error_logs.txt.
   docker logs itempath-worker --since=5m -t > error_logs.txt
docker logs itempath-flask --since=5m -t >> error_logs.txt
4. Locate the error_logs.txt file created in your current directory and email it to support@itempath.com with details regarding the issue you are experiencing.

Save the Entire Logs Folder

Note: This method applies to environments running version 2.24.2.0 and later.

If the issue you're investigating happens intermittently or occurred hours ago, the support team may need to inspect the full historical logs directory.

1. Open your terminal or command-line interface on the server hosting ItemPath.
2. Run the following command to create a .zip file of the entire logs directory. This command will create a file named itempath-logs.tar.gz in your current working directory.
   tar -czvf itempath-logs.tar.gz ItemPath/data/logs
3. Locate the itempath-logs.tar.gz file created in your current directory and email it to support@itempath.com with details regarding the issue you are experiencing.