For System Center Configuration Manager 2007 (ConfigMgr 2007) and Systems Management Server 2003 (SMS 2003), the first thing you’ll probably want to do in preparation for your callback is gather up any relevant information and log files so that you’ll have them handy when you speak with a Support Engineer. The exact data we’ll want to review can vary significantly depending on the issue so for the sake of this document we’ll err on the side of gathering too much data rather than too little.
If you're able to collect this information and send it to us prior to the initial callback it will give the engineer time to review your data in advance so we can hit the ground running on that first call. If you wish to send any of this data to the support engineer handling your case, please address any email to firstname.lastname@example.org. The files must be in .ZIP format, and the Subject line must include your case number. An example of proper case number formatting is: REG: 133322255555599. The "REG:" must be included.
Updated 1/27/2011 - See #3 below
To collect an MPS Report, visit this page and download the version appropriate for your operating system. You may want to run this on all of the affected systems but if you’re unsure then usually the Management Point and an affected client (if any) are a good place to start. Once you have the tool downloaded and copied to the systems you wish to run it on, all you need to do is make sure you’re logged on as an admin and execute it, then follow the prompts. When in doubt select all options – it’s better to collect too much data than not enough.
When data collection is complete, the report files will be compressed into a .cab file under the %systemroot%\MPSReports\Setup\<Report Type>\Cab directory called something like %COMPUTERNAME%_MPSReports.CAB. This CAB file is what we’ll want to see.
Note: The MPS Reporting utility can take from 3 to 15 minutes to complete. You can run this at any time and resource utilization will be minimal.
It will probably be helpful to go ahead and collect the relevant log files from your systems now so we don’t have to spend time gathering them later. You can zip them all up together as long as it’s still easy to figure out which one is which. What log files we will ultimately need depends on your exact issue but here’s a general overview of the ones we’ll be most interested in:
Client Log Files
The Configuration Manager 2007 client logs are located in one of the following locations:
Site Server/Management Point Log Files
Most Configuration Manager site server log files are located in the <InstallationPath>\LOGS folder. For the sake of convenience you can simply ZIP up the entire folder and send that to us. It’s probably more than we need but it’s quick and easy and we’re sure to have what we need.
IIS Log Files
The IIS log file is located in the %Windir%\System32\logfiles\W3SVC1 folder on the IIS server.
Admin UI Log Files
The Admin UI log files are located in <InstallationPath>\AdminUI\.
When looking through the logs files and the console, many times you'll find an error code associated with your issue that will help greatly in determing the cause as well as the solution. You can use the links below to get more information on various Configuration Manager 2007 error codes. Once you find the error code and description, a search on those terms will often times turn up known and documented resolutions.
Custom Error Codes for Configuration Manager 2007 - http://technet.microsoft.com/en-us/library/bb632794.aspx
How to obtain error code descriptions in System Center Configuration Manager 2007 reports - http://support.microsoft.com/kb/944375
Operating System Deployment Log Files (if issue is OSD related)
Log file location:
· If task sequence completes when running in the full operating system with a Configuration Manager 2007 client installed on the computer: <CCM Install Dir>\logs
· If task sequence completes when running in the full operating system with no Configuration Manager 2007 client installed on the computer: %temp%\SMSTSLOG
· If task sequence completes when running in WindowsPE: <largest fixed partition>\SMSTSLOG
WSUS Server Log Files (if issue is update related)
By default, the log files for WSUS running on the software update point site system role are found in %ProgramFiles%\Update Services\LogFiles.
Windows Update Agent Log File (if issue is updated related)
By default, the Windows Update Agent log file is found on the Configuration Manager Client computer in %windir%.
Note: For a complete description of each of these log files see http://technet.microsoft.com/en-us/library/bb892800.aspx.
Thanks for your help, thanks for using Microsoft products and thanks for using Microsoft product support!
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