Response Manager Log Files

Response Manager maintains several log files for its various functions. While you will rarely need to consult these files, they can be very useful—either to you or to emailtopia Support—when troubleshooting problems. This chapter lists each log file, tells you where it may be found, and provides information on how to read it.

Server Log

The server log records information about the operation of the Response Manager server. It is named service.txt and is located in the Server\logs\ subdirectory of the Response Manager installation directory. A new log file is started every day. Old log files are stored in the same location in the oldServerLogs directory.

Use a text editor such as Notepad to view the server log.

This log records information about:

Mail Log

The mail log records all incoming and outgoing email activity. It can be very useful for diagnosing problems with mail flow in and out of Response Manager. The file is named mail.log and is located in the Server\logs\ subdirectory of the Response Manager installation directory. A new log file is started every day. Old log files are stored in the same location in the oldMailLogs directory.

The mail log is a tab-delimited text file. The easiest way to view it is with a spreadsheet application such as Excel, which allows easy identification of the columns of data. The file may also be viewed in a text editor such as Notepad.

The following table describes the content of each mail log column.

No. Contents Example Details
1 Activity timestamp 11/10/2011 13:55 The time the activity occurred. Format: MMM DD, YYYY HH:MM:SS
2 Activity type IN IN if the message is incoming from another SMTP server; OUT if the message is being sent to another server by Response Manager; POP if the message is incoming from a POP account.
3 Result OK OK for successful sends/receives; ERR for unsuccessful ones.
4 Status code 550 The error number, if any, that was generated by the sending or receiving of the message for the recipient.
5 Additional information Unknown user The text of any error Response Manager got as a result of the sending or receiving of the message.
6 Host mail.home.com The host name of the SMTP or POP server Response Manager was communicating with.
7 To address <martin@example.com> The address to which the message is being sent. Note that this address may actually appear in the To, Cc, or Bcc header fields of the message.
8 From address <mark@example.com> The address of the message sender.
9 Message ID <9170A0B@rm.example.com> The content of the message’s Message-ID header.
10 Subject Re: Help The message subject.

Reports Log

The reports log records information about the operation of the Response Manager Reports server. It is named service.txt and is located in the Reports\logs\ subdirectory of the Response Manager installation directory.

Use a text editor such as Notepad to view the reports log.

This log records information about:

Admin Log

All activity by users connected to Response Manager with Response Manager Admin is logged to the admin.xml file in the Server\logs\adminLogs directory of the Response Manager server. Previous days’ activity is stored in dated files in the Server\logs\adminLogs\oldAdminLogs directory.

To view a log file:

The main content of the Admin Log window is a list of transaction summaries. Each row in the list represents an operation performed in Response Manager admin. The summary includes the time of the activity, the user account of the person who performed it, the type of action that was performed (update, delete, etc.) and on what type of object it was performed (user, category, etc.), and whether the action was successful or not.

To see the detail for any transaction:

To help in finding specific transactions, you can filter the list using the options at the top of the window.

Show (user)
The first drop-down menu contains a list of each user with activity in the log. To see only a particular user’s activity, choose the person’s user name. To see all users’ activity, choose the All Users item.
Show (object)
The second drop-down menu contains a list of each type of object in the log. To see only those transactions performed on a particular object type (e.g., mailboxes or categories), select that object from the menu. To see all activity regardless of object type, choose the All Objects item.
Text in Data
This option allows you to search for specific text in the log. To filter the log based on data sent or received, enter the text and press Enter. The search is case-sensitive; e.g., entering sales or SALES will not match “Sales”.

The text searched includes only the actual parameter values sent to or received from Response Manager, not their names. If you can’t find what you’re looking for using this option, try clicking Expand All and then using your web browser’s Find function by typing Ctrl-F.

To stop filtering on text, clear the field and press Enter.

Exclude Get Actions
“Get” actions are performed when a the server is asked for the current attributes of a particular object like a group mailbox or user. A “get” action occurs, for example, when a user opens a group mailbox in Response Manager Admin to view its settings. Most often, however, you’ll be scanning a log in order to find changes to your server’s configuration. Modifications to a server’s settings are made in actions of type “create,” “update,” and “delete.” To filter the list so that only these types of transactions are displayed, select the Exclude Get Actions option.

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