When an installation or upgrade of Snow Commander fails, follow the process below to provide Snow Technical Support with all the information they need to assist you quickly. We recommend that Best Practices for Upgrading Commander® always be followed to make sure that you have a clean way to recover from upgrade failures and return to an operable environment as quickly as possible.
Confirm Requirements and Procedure
Over time the requirements for Commander installation change as support for underlying platforms (Microsoft Windows, Microsoft SQL, etc) is dropped and new versions are supported. These details, along with any special installation instructions are provided in the
Installation Guide System Requirements section. If you are upgrading from a legacy version of Commander, for which the documentation and installers are not available, Snow Technical Support can provide the files.
Confirm also that you have followed all the steps in the
Installing and Launching or
Upgrade Commander sections as appropriate, being careful to look for any version-specific instructions in the latter.
Be aware of the considerations required for
deploying Commander in AWS.
Report Environmental Changes
As always, when you experience a failure with Commander, it's important to note whether there have been any changes in the environment prior to encountering the issue. If you have made any changes to the following recently, please include this information when opening a technical support case on Snow Globe:
- DNS
- Network routing
- Cloud account credentials
- Service account credentials
- SSO/AD/LDAP
- Application server configuration
- Database server configuration
Provide Installation and Other Logs
There are two logs that can help determine why there was an installation or upgrade failure:
- C:\installer.log is created by the installer and is always stored in the root of the C: drive, whether or not Commander is installed on that disk.
- <Install Directory>\Program Files\Embotics\install_failure.log is created by Commander and includes different details than the logs generated by the installer.
Please provide both logs as attachments when submitting this kind of support case.If these logs have not been created, please review
Resolving Upgrade Failures When No Logs Are Available .
Additionally, you can also zip up the following directories and include them:
- <Install Directory>\Program Files\Embotics\Commander\tomcat\logs
- <Install Directory>\Program Files\Embotics\Commander\identityservice\logs
Screenshots of the installer or Commander showing any error messages are also very useful to include, if you can capture them.
Include all of these when opening a
technical support case on Snow Globe.
