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Support Article

SMA not able to retrieve logs for user



In a load-balanced environment, some users cannot download logs from System Management Application (SMA). Others are able to.

Error Messages

No error messages,  it does not display the login dialog box.  From fiddler trace observe that request is timing out.

Steps to Reproduce

1. Go to SMA URL. 
2. Go to Navigator panel on the left hand-side and choose Logging and Tracing > Log Files.
3. Choose a log to download and attempt to download it.


Root Cause

A defect or configuration issue in the operating environment.  

Users who are not able to download files are behind a firewall and the port to the application server needed to request the download of the files was not open.


Make the following change to the operating environment:

​Open the port needed to establish connection.


Published September 21, 2016 - Updated October 8, 2020

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