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Accessing your log files for troubleshooting

Pega Cloud customers can download log files from the My Pega Cloud for internal analysis or to share with Pega Global Customer Support (GCS). This ability to download logs is an enhancement to the Pega Predictive Diagnostic Cloud which offers the self-service capability to review alerts and exceptions.

To use My Pega Cloud:

  • Allow cookies in your browser settings.
  • Contact your Pega Cloud administrator for the cloud-admin (cloud-system contact) role access privileges. For more information, see Support Contact Administrator Guide.

From the My Pega Cloud tab, you can generate a bundle of specified log files created from your environment during the last 30 days. The log bundle is a compressed TAR file you can download to your local computer. If no logs are available that match your filter, the Generate log bundle button is not enabled.

Pegasystems periodically performs standard maintenance on Pega Cloud systems to upgrade your system to the latest system infrastructure. This feature is automatically enabled after your infrastructure is upgraded. For more information, see Pega Cloud Services maintenance windows and types of system updates.

  1. Log in to your My Pega Cloud account.

  2. Navigate to the My cloud setup tab.

  3. In the row containing the environment for which you want the log files, click the More icon.

  4. Select Download logs to choose the tier type and file type to bundle in your logs.

    1. Enter the following information:

    2. Modify the range of dates and time in the From and To fields using the embedded calendar function. Pega supports downloading log files created during the last 30 days.

    3. In the Time Zone field, specify the time zone applicable to your application. For example, if you want to download logs from 1 pm. to 5 pm. IST, select the IST timezone.

    4. Select a Tier Type for which you want to see available log files. You can select one or more available tiers for which you want to download a log bundle; you only see Tier Types for tiers with available log files generated within your selected date and time range.

    5. Select the File Types for which you want to see available log files. You only see File Types for log files that have been generated within your selected date and time range.

    6. Enter the reason for which you are downloading these log files. Pega uses this information to guide future improvements to this log download functionality.

    7. Click Generate log bundle. The Action center banner is displayed below the navigation pane to confirm that your log bungle is being generated.

    8. When your log bundle successfully completes generating, in the top navigation panel, select the notification icon, and then select Download log bundle.

    9. Your log bundle is downloaded to your local system.

  5. Select Download Logs Beta to download all logs from a single point in time.

    1. In the Download Logs dialog window, enter the date and time range and associated timezone to download the log files from that environment for that period.

    2. Enter the reason for downloading your log files for Pega to improve its client experience with log bundle downloads.

    3. Click Generate log bundle. The Action center banner is displayed below the navigation pane to confirm that your log bungle is being generated.

    4. When your log bundle successfully completes generating, in the top navigation panel, select the notification icon, and then select Download log bundle.

    5. Your log bundle is downloaded to your local system.

To return to the overview article page, click Self-managing your Pega Cloud environments from My Support Portal.

For information on streaming Pega Cloud Services log events using Splunk, see Pega Cloud log streaming service.
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