What information should I collect to troubleshoot issues with Symantec Installation Manager 7.x (SIM 7) and installation of any product?
OS Version used from host server and virtual machine (if any).
VM version (if any).
Memory allocated to Server or VM (if any).
Screenshot from the window/step where the error occurred.
A copy of the following files:
Under C:\Documents and Settings\<logged user used during the installation>\Local Settings\Temp\SIM Logs. The main SIM log is created each time SIM runs, whether or not anything is downloaded or installed. This log reports on SIM activities, such as reading/parsing the package data file, downloading packages and accessing the licensing server. Send them as a .zip file.
Note: For Windows Server 2008 and 2012, the SIM logs are stored under C:\Users\<logged user used during the installation>\AppData\Local\Temp\SIM Logs.
Under C:\Program Files\Altiris\Notification Server\Logs\SIM xxxx-xx-xx xx-xx-xx
Event logs. A copy of the Event Logs, especially Application and System events and time frame when the error occurred.
Notification Server logs. Copy (if any) of the Notification Server logs under ..\Program Files\Altiris\Notification Server\Logs. Send it as a .zip file.
As well, if the issue is related to an initial install, repair, or uninstall, please see Article ID: HOWTO9329 "How to enable MSI failures loging for Repairs, Uninstalls, or Installations with Symantec Installation Manager (SIM 7)?" for information of how to collect those MSI logs.
A SIM performance log is created each time SIM runs. This log is a summary report, showing when services are restarted, when packages are downloaded, installed and/or configured. This log is stored in the SIM's InstallHistory\PerfLogs folder, in a folder with the date and time stamp in the file name. For example: C:\Program Files\Altiris\Symantec Installation Manager\InstallHistory\PerfLogs\SIM_Metrics_2010_02_19 13_35_39.log This log may be helpful to show when various products and updates were installed/configured.
When an individual product is configured (as part its installation) the messages related its configuration are written to a separate log. This log is stored under the Notification Server's log folder, in folder with a date and time stamp. For Example: C:\Program Files\Altiris\Notification Server\Logs\Install 2010-02-19 13-35-39\a.log This log may be helpful to show whether a particular package or installed/configured as expected.
SIM maintains an Install History in an XML file. The default location of this file is: C:\Program Files\Altiris\Symantec Installation Manager\InstallHistory\InstallHistory.xml This file can be helpful to show the name of each installed product, its version number and its installation date.
1. With the new version of SIM 7.1.190 and above you can go to the setting tab and select the verbose logging option. This will create msi verbose logs and in the same directory that the SIM logs are stored.
2. SIM has an option to create a support package. This will gather information that could be helpful. Some of the things to looks at could be
a. InstallHistory.xml file which shows the date, time and version of the products that they tried to install.
b. LatestInstallPackages.xml which shows the packages used during the last install.
c. SIM_Metrics logs that will show information about each MSI that was installed and configured.
d. This will also grab the PL file that they used.
Imported Document ID: HOWTO9264
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