Article Number: 000006144 | Last Modified: 2020/01/07
To analyze Qlik Sense server installation issues and access problems, Qlik Support will often need access to a full set of current log files and possible archived log files.
The method is only applicable for Qlik Sense Enterprise on Windows.
The Log Collector
The best way to gather these logs is to use the Qlik Sense Log Collector. This tool is built into Qlik Sense in most of the currently available versions. It is located in C:\Program Files\Qlik\Sense\Tools\QlikSenseLogCollector Note: The Log Collector is not officially provided as part of the Qlik Sense product package, and it is included with the Sense installation as means to assist Qlik Technical Support and facilitate the task of log collection. For any issues with the tool that need to be reported, please visit the Support Tools GitHub site.
***Run it with the same account that runs the Qlik Sense Services. Do not use your user or the local administrator user account, please always use the Qlik Sense Service account and run it on the node which has the issue.*** You will be presented with the ability to select a date range, and the choice to include system information and windows events with the log files. Once you have done this click the collect button.
If Qlik Sense is up and running on the host, the logs and other information will be collected and zipped and the folder containing the zip will automatically open. Just attach that zip file to the case.
If Qlik Sense is not running, you will get a cannot connect to Sense error and a set of prompts to assist you in locating the log folders manually.
Note: Depending on how long the system has been running, this folder can be very large so you will want to include only logs from the time frame relevant to your particular issue; preferably a day before the issue began occurring.
Logs are moved to the Archived Logs folder during any of the following triggers: service restart, when the log file reaches 8mb in size, or 12 hours after the log file was created.